FAQs

THE POLAR EXPRESS™ Train Ride will depart from Leeming Bar station at the Wensleydale Railway. The station postcode is DL7 9AR. Please note, there is no parking available at the station, you will need to use our park and ride service, or be dropped off at the station.You will return there after the train ride.

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.

How much do tickets cost and what dates and times are available? Our full range of times, dates, and their prices can be found here https://tickets.yorkshiredalesthepolarexpressride.com/availability/

 

 

 

Our carriages have seating arranged in 4’s around a table or in pairs. The elves allocate all seats by hand to keep bookings together. Due to the high demand for tickets, if you do not book in multiples of 4, it is likely you will be sharing the fun of your THE POLAR EXPRESS™ Train Ride with another family. Parties of over 4 will be seated as near to each other as possible, priority given to earliest booking. We reserve the right to change carriage configuration without notice.

Our Standard tickets and Premium tickets are in separate carriages. You can make separate orders for Standard and Premium tickets, but will not be sat together. Please note: Standard and Premium tickets does not define the style of seating or carriages you will be sat in.

Your E-tickets will be sent out to you one week before you’re due to visit us.

If you have selected to receive your Golden Tickets via post, available during checkout, these will be posted to you in November. In the unfortunate event that they don’t arrive you will be able to collect them from Customer Services on the day.

You can link a booking to your own as part of the checkout process or contact our Customer Service Elves with the details of both bookings and they can manually link the bookings for you.

Our elves do their best to seat linked bookings as close as they can depending on availability and the configuration of previous orders. We do not guarantee we can sit bookings together if you make a separate booking at a later date.

Our Standard tickets and Premium tickets are in separate carriages. We cannot seat you together if you have Standard and Premium tickets.

Our Standard seats and Premium seats are in separate carriages. You can make separate orders for Standard and Premium tickets, but will not be sat together. We cannot link orders together in different classes of travel.

You are on board the train for approximately 1 hour.

We ask guests to arrive at the check-in time shown on your e-ticket  at the park and ride this gives us enough time to shuttle you to site and for you to grab a bite to eat if you wish.

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 here before you head back on the shuttle to the car park.

Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for any number of covered reasons, including illness, travel delay, adverse weather conditions and more.

Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/ Please ensure the policy meets your needs before purchase.

Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. The Ticket Protection is non-refundable in any circumstance.

Ticket Protection can only be purchased when making a booking. It cannot be added retrospectively.

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. 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.

You need to arrive at the check-in time shown on your E-ticket.

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.

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. These must be pre-booked prior to your experience date.

You are welcome to bring an alternative with you for members of your party who have allergies if you prefer.

Yes, we schedule a steam engine to pull THE POLAR EXPRESS™ Train Ride. The only time we won’t is due to circumstances beyond our control, where we reserve the right to use a substitute engine as required to ensure the event continues.

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.

 

If you are in receipt of the highest rate of Disability Living Allowance (DLA), SDP, or enhanced rate Personal Independence Payment (PIP) benefit, we offer a 50% discount on the carer’s ticket. Please contact our Customer Service elves with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket.

We currently do not offer blue light, military or any other form of discount.

Unfortunately, due to the limited space on our heritage carriages, neither pushchairs or the car seat sections are allowed on board. Please leave them on the platform where our marshalls will look after them until you return.

Unfortunately, dogs and other animals are not allowed on board. Service dogs are welcome to join us but will need to sit under the table for the duration of the journey.

We do not allow Therapy Dogs/Emotional Support Dogs on board THE POLAR EXPRESS™ Train Ride.

An assistance dog is legally permitted to accompany its client, owner, or partner, at all times and in all places, within the United Kingdom. A therapy dog/emotional support dog is not legally recognised in the UK. Emotional support dogs in the UK are not considered to be assistance dogs – this is because an assistance dog is trained to perform specific tasks (such as a Guide Dog or Hearing Dog) to help a disabled person and are usually qualified by one of the charitable organisations registered as members of Assistance Dogs UK. These dogs are trained to be in an environments that are busy and loud. An emotional support dog does not have this training and as such is considered a pet under UK law. We do not allow any animals other than registered assistance dogs on board and reserve the right to refuse admittance to the event.

Our THE POLAR EXPRESS™ Train Ride shop is available before and after the Train Ride and is for ticket holders only. We also operate our online shop North Pole Trading where you are able to purchase a range of THE POLAR EXPRESS™ Train Ride items throughout the year.

When making your booking with us, if you did not reach the “Thanks for your Order” page at the end of your booking and did not recieve an email confirmation from us then unfortunately it is likely your booking has failed. You may however, see a pending payment with your bank. This can be due to a number of reasons, but is likely because our payment provider declined the transaction often based on a security check, usually a CVC or Address mis-match with your bank. The pending payment will be released from your bank usually within a few hours / days and varies bank to bank.

If you did however reach the “Thanks for your Order” Page, then it is likely your booking has been confirmed and your lack of email confirmation is often due to it being sent to spam / junk mail. If you are unable to find your confirmation please contact us at customer services.

If you need to contact us please do so by clicking here. Our elves aim to respond to all queries within 3 working days.

Please remember to check your spam boxes for our reply.

What is the cancellation / refund policy?

Unfortunately due to the popularity of THE POLAR EXPRESS™ Train Ride event we are unable to offer any cancellations, refunds, or reschedules after the 30th September, therefore please be sure you can attend on the dates/times selected when you book. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund or the opportunity to reschedule.

You are only liable for a refund should we fail to to run the event. There will be NO refunds for guests missing the train or arriving late or who miss the train due to but not limited to, illness, poor weather, vehicle breakdowns, public transport, acts of God and anything covered in the Events Outside Our Control.

If you decide to cancel your order up to 30th September, we will offer this at our discretion only. Up until the 1st of September a £15 admin fee is applied to all cancellations up to this date and service charge and ticket protection is non-refundable in any circumstance. Between the 1st and 30th of September this will be subject to a 25% admin fee.

There will be NO changes to any tickets after 30th September.

We will consider extenuating circumstances for any cancellation requests after this date and may refund the order at our discretion. This will be subject to a 25% admin fee.

SERVICE CHARGE AND TICKET INSURANCE ARE NON-REFUNDABLE IN ANY CIRCUMSTANCE.

What if the weather is bad and travel will be difficult?

As the event takes place in winter please do prepare for the road conditions. No refunds will be given if you can’t get to us and the experience runs.

PNP Events LTD are not responsible for the winter weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us. 

Please see our Terms and Conditions here.