FAQS
Tickets / Seating
How can I buy tickets?
All tickets are sold online. You cannot order tickets via phone or in person at the railway. We accept all major credit and debit cards as payment and we use Stripe as our payment processor.
Can I spread the cost of my tickets?
Yes! We are pleased that we are now able to offer Klarna as a payment option. Klarna helps you to spread the cost of your tickets.
How much do tickets cost and what dates and times are available?
Our full range of times, dates, and their prices can be found by clicking the link below.
How are seats arranged?
Our carriages have seating arranged in 4’s around a table or in pairs.
Your seating will be allocated by our customer service staff.
Please note: We reserve the right to seat bookings in anyway we deem necessary and you may be sharing your table with another family.
Please note: We reserve the right to seat bookings in anyway we deem necessary and you may be sharing your table with another family if not booked in groupings of 4.
What are the carriages like?
Our carriages all come from heritage stock and all differ. Photos and video are for illustrative purposes only and we reserve the right to change our carriages for operational reasons at any time.
How can I sit with another party?
If you are making multiple bookings and you wish for them to be seated together, please use the link below. However, we can never guarantee bookings can be sat together and we recommend making a single group booking if you wish to sit together.
Please note though, if your single booking consists of multiple families they may be split across tables. E.g. If you make a booking for 6 people but this is 2 families of 3 you would be sat 4 around one table and 2 on another. In this case we would suggest making separate bookings but we could not guarantee you will be sat with 2 tables together.
Please note: We reserve the right to seat bookings in anyway we deem necessary and you may be sharing your table with another family if not booked in groupings of 4.
Do you offer a carer discount?
We are happy to offer a discount for a carer ticket to passengers who need an extra carer with them in order to enjoy the experience. If you are in receipt of the highest rate of Disability Living Allowance (DLA), ADP, CDP, or enhanced rate Personal Independence Payment (PIP) benefit or you have an access card with a +1 shown, we offer a 50% discount on the carer’s ticket.
What are the requirements to qualify for a carer discount?
The following requirements are needed to receive a carer discount:
- Highest Rate of Disability Living Allowance (DLA), ADCP, CDP, OR
- Enhanced Rate Personal Independence Payment (PIP) OR
- An Access Card showing +1
How do I apply for the discount?
Firstly, purchase your tickets on the website at full price.
Contact Customer Service on the link below with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket minus the compulsory £3.00 booking fee.
Please note there must be at least 1 full paying adult on the booking in order to claim a carers ticket.
What proof do I need?
We accept the following as proof of entitlement:
- A photo of full official letter dated in the last 12 months from the Department of Work and Pensions OR
- A photo of an Access Card (both sides) clearly showing the photo and number.
We DO NOT accept
- Blue badges
- CEA Cards
- Bank Statements
- Doctors / Medical letters
Are there any exclusions?
We are unable to accept carers discounts for the following:
- In conjunction with any coupons or discounts already on performances or when applied to at the checkout.
- There MUST be at least 1 full paying adult.
We currently do not offer blue light, military or any other form of discount apart from Carers discount.
Can I protect my tickets?
We are pleased to be able to offer ticket protection through our 3rd party partner, Secure My Booking.
Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for a number of covered reasons, including illness, travel delay, adverse weather conditions and more.
To see what is covered please see the Secure My Booking link.
Who provides the ticket protection?
Ticket protection is offered through our 3rd party partner, Secure My Booking.
You can see details here:
Who decides if Ticket Protection covers my situation?
Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. They will make the decision if your situation is covered or not. We do not have the ability to override this decision.
How do I add ticket protection?
Ticket protection MUST be added at the time of booking. We cannot add it at a later stage. You will be shown the option to add protection when booking. All tickets must be covered or non at all.
Is ticket protection refundable?
The Ticket Protection is non-refundable in any circumstance. You are covered from the moment you purchase tickets.
How do I claim using ticket protection?
If you have ticket protection, you can make a claim using the link below.
Please be aware, Secure My Booking's decision is final and we are not able to change this.
Changes / Additions
Add parking to your booking
If you have already made a booking with us, but did not add a ticket for the car park and ride, please follow this link to add a park and ride ticket.
Change / Add my registration number
We ask for your registration number when booking if you were unable to provide this and wish to update your registration number now you can do so below.
If you have already made a booking with us, but wish to add another ticket on, please follow the link below. Do NOT make a second purchase as you are unlikely to be sat together.
Arriving / Parking
Please arrive at Leeming Bar Services post code: DL8 1DT between 15-30min before your experience time.
Arriving on Foot
You may arrive on foot at the station postcode is DL7 9AR.
We will be running an optional park and ride service for the event from Leeming Bar service area – DL8 1DT. This is available for all guests including disabled guests. The buses are accessible.
There will be a charge per vehicle for all guests including disabled guests. This also includes tickets for all car passengers to ride the bus service to and from the event.
PLEASE NOTE: THERE IS NO PARKING AT THE RAILWAY.
Guests with disabilities
Please be aware that whilst we are able to provide a wider space for our disabled guests, the terrain is still uneven and there is a short walk with curbs from the car park to the accessible bus. We do allow disabled guests to be dropped off at the station however your vehicle would not be able to park here for the length of the experience.
It’s Winter!
Remember, it’s winter!
As the event takes place in November and December please do prepare for wintry road conditions. Remember this is England and the weather can vary dramatically. PNP Events and Wensleydale Railway are not liable for any road closures or delays. No refunds are given if we run the experience but you miss it due to weather conditions or any other reason beyond our control.
Pyjamas of course! We encourage our guests to wear pyjamas and robes just as the characters did in the film! However, because it is winter and partially an outdoor event we ask guests to bring a warm coat, a brolly and wear sensible sturdy shoes. No slippers please! We are a working railway with some uneven floors and it can get a little muddy, we would hate for you to ruin your bunny rabbit slippers!
The Experience
You are on board the train for approximately 1 hour.
Once your experience is over you can spend as much time in our gift shop as you wish but we tend to find guests spend around 15min – 30min here
Therefore we find guests are with us around 1:30-2 hours.
Please note that the time on your ticket is the time your experience starts and is not the time the train departs.
Yes, the train does move. You will be on-board for approximately 1 hour. There may need to be movements backwards and forwards due to caribou or frozen lakes.
Whilst we attempt to run the event as close to THE POLAR EXPRESS™ Train Ride experience as possible we may need to, at short notice and due to technical or mechanical problems, make operational changes to enable the event to continue to run. This may include substituting a diesel locomotive or running the show on a static train.
Unfortunately, pets are not allowed on board. Service animals / assistance animals who have been trained are welcome to join us. Please contact customer services prior to your visit if you plan to bring your assistance animal on board the train.
Please speak to a member of staff on arrival if you require any assistance or reasonable adjustments to help you in your visit.
We will offer an alternative hot chocolate and a snack free from many allergens, but unfortunately, we may not be able to accommodate all possible allergies or dietary requirements. Please speak to a member of staff on the train if you require an allergy friendly alternative.
You are welcome to bring an alternative with you for members of your party who have allergies if you prefer.
Nestle Alegria hot chocolate:
Sugar, Skimmed Milk Powder (13.9%), Glucose Syrup, Fat Reduced Cocoa Powder (10.4%), Coconut Oil, Thickener (E415), Flavouring, Anti-Caking Agent (E551), Acidity Regulator (E340), Stabilisers (E331, E452), Salt [Sodium Chloride, Anti-Caking Agent (E535)].
For allergens: see ingredients in bold.
Galaxy Vegan Hot Chocolate
Sugar, Maltodextrin, Dried Glucose Syrup, Fat Reduced Cocoa Powder (10%), Coconut Oil, Soya Protein, Stabilisers (E412, E466, E340iii), Flavourings, Anti-Caking Agents (E551, E341iii), Salt, Potassium Chloride, Emulsifier (E472e), Magnesium Sulphate, Modified Starch, Sweetener (E955)
MAY CONTAIN: MILK, This product is made to a Vegan recipe but it is manufactured in a factory that uses Milk, so it is not suitable for people with a Milk allergy.
Options Vegan Belgian Choc
Fat reduced cocoa powder¹ 23%, glucose syrup, maltodextrin, Belgian Chocolate 10% (sugar, cocoa mass¹, fat-reduced cocoa powder¹, flavouring), sugar, fully hydrogenated coconut oil, gluten-free oat flour, refined coconut oil, thickener (guar gum), salt, emulsifiers (E322, E47), modified starch, hydrolysed pea protein, sweetener (aspartame²), stabilisers (E340, E340(i)), anti-caking agents (E551, E341 (ii)), flavouring (vanillin), colour (E160a).
MAY CONTAIN: MILK
¹ Rainforest Alliance Certified. Find out more: ra.org
² Contains a source of phenylalanine.
Vegan/Gluten/Nut free biscuit:
Ingredients; Flour Blend (Rice, Potato, Tapioca, Maize, Buckwheat), margarine (palm oil, rapeseed oil), sugar, Chocolate chips [sugar 58.5%; cocoa mass 33.0%; cocoa butter 8.0%; emulsifier: SOYA lecithin <1%; natural vanilla flavouring <1%], cornflour, rice flour, water. Allergens in BOLD. May contain wheat.
Milk chocolate cookie:
WHEAT flour (with calcium, iron, niacin & Thiamine). Sugar, salted butter (12%) (butter(MILK) Salt); Vegetable margarine (palm oil, rapeseed oil, water, emulsifier, mono- &di-glycerides of fatty acid); OATS, milk chocolate chunk (6%) (sugar, whole MILK powder, cocoa butter, cocoa mass, Whey powder (MILK), emulsifier; SOYA lecithin, vanilla extract; Brown sugar (sugar, Cane molasses), golden syrup, rapeseed oil, baking powder (raising agents: sodium acid pyrophosphate and sodium bicarbonate)
Our THE POLAR EXPRESS™ Train Ride gift shop is available before and after the Train Ride and is for ticket holders only. A lot of the merchandise in our gift shop is event exclusive and will not be on our online store.
Online Gift Shop
Returns / Faulty items / Refunds
We are sorry you wish to return your items / your item is faulty. Please contact our customer services who can assist with this. We will require your receipt number in order to process this.
Customer Service & Refunds
If you need to contact us please do so by clicking the button below. Our elves aim to respond to all queries within 3 working days, however at peak times this can be up to 5 days.
Please remember to check your spam boxes for our reply.
What is the cancellation / refund policy?
We are unable to offer any cancellations, refunds, or reschedules therefore please be sure you can attend on the dates/times selected when you book. The train can depart in rain and snow. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund of your Tickets or, if possible, the opportunity to reschedule.
As the event takes place in winter, please plan appropriately for the road conditions. Remember, this is England and the weather can vary dramatically, however, this event is not affected by the weather and will run no matter the weather conditions even in rain and snow. PNP Events is not liable for any road closures or delays.
You are only liable for a refund should We fail to run the event. There will be NO refunds for guests arriving late due to, but not limited to, poor weather, vehicle breakdowns, public transport, acts of god and anything covered in the Events Outside Our Control.
Booking fees and Ticket Protection are not refundable in any circumstance.
There is a £20 fee for any changes to the order (Including but not limited to Name, Address, Date, Time etc) up to 60 days before your event date and time.
If you sell your tickets to a third party, the £20 admin charge needs to be paid by You to change the name and address.
There will be NO changes to any tickets within 30 days of Your event date and time.
If you decide to cancel your order for any reason the following charges apply. We will take extenuating circumstances into account.
Before 60 days prior to Your event date and time – £20 charge
Between 60 days and 30 days prior to Your event date and time – 25% charge of your entire booking.
Tickets cannot be resold, raffled or used for a competition without approval from Us. Any unapproved transactions may result in tickets being cancelled.
In order to request a refund or exchange please contact us on the link below. Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same payment method as was used to purchase the Tickets.
These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, Consumer Direct (http://www.consumerdirect.gov.uk/) or the Department for Business Innovation and Skills.
Our rights to Refunds / Cancellations / Exchanges.
Please see our Terms and conditions for this information.
To view our terms and conditions please click the link below.
Official Merchandise
Official THE POLAR EXPRESS Train Ride merchandise is available to purchase from North Pole Trading.
