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Covid-19 Statement

Currently, we are not releasing 100% of tickets. This allows us to allocate seats and insure that different parties are not sharing tables. Linked orders may share tables.

During the event, we will be following the most up to date Government guidelines that relate to us. As circumstances are changing regularly, no final decisions have been made at this time.

In the unfortunate event the train is unable to operate because of government instructions, you will be notified as soon as possible and your trip will be rescheduled for as soon as we are able to run. We reserve the right to alter the experience times to allow us to work with any mandatory or advised guidelines. This maybe up-to 1 hour either way to allow us to manage social distancing or cleaning requirements. Should the event not being able to be run at all, or the rescheduled date not being suitable, a refund will be offered or a credit against the event for the following year with a gift voucher to the value of 10% of your order for our Polar Express retail shop. In these circumstances refunds may take up to 90 days to process and booking fees and insurance will not be refunded. If no government restrictions are in place, our event will operate. We will not refund if you chose not to travel due to personal choice. Booking fees and insurance not refundable in any case.  

You can purchase Ticket Protection for your tickets covering:

  • Confirmed infection resulting in the Ticket Holder(s) inability to attend the Event if the Event has not been Cancelled
  • Death of you or a Dependant from the virus
  • The inability of the Ticket Holder(s) to attend an Event due to a government-mandated travel ban in your home region/country being implemented after you purchased the ticket(s) preventing the Ticket Holder(s) attending the Venue.

Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/

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