FAQS
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.
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.
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. Please reply to our Customer Service elves with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket minus the compulsory £3.95 booking fee.
We currently do not offer blue light, military or any other form of discount.
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
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.
Returns / refunds / faulty items
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.
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.
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.
Options Vegan Hot Chocolate:
Fat reduced cocoa powder 23%, glucose syrup, maltodextrin, Belgian Chocolate 10% (sugar, cocoa mass, fat-reduced cocoa powder, 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 (aspartame), stabilisers (E340, E340(i)), anti-caking agents (E551, E341 (ii)), flavouring (vanillin), colour (E160a).
MAY CONTAIN: MILK
Gluten free. 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)
We encourage our guests, young and young at heart to wear pyjamas just as in the book with a dressing gown for good measure also. Immerse yourself in THE POLAR EXPRESS™
Train Ride, children love it and why not Mums, Dads, Granny and Grandpa too? The atmosphere in the train comes alive for a truly magical experience!
For the safety of our guests we ask that they wear sturdy, closed toed shoes and not slippers, open toed shoes, flip-flops etc. The British winter weather is not kind to fluffy slippers.
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.
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 by clicking Book Now at the top of this page.
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.
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 support@pnpevents.co.uk. 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
We may cancel the contract for the Experience at any time as a result of an Event Outside Our Control. We will either, at Our sole discretion, provide an alternative date for the Experience or, if this is not possible, refund these paid amounts to you.
We may cancel the contract for the Experience at any time by providing you with at least 14 calendar days’ notice in writing. (This excludes reasons that are under Events outside of our control (section 10) or Seating layout (section 3.1).) If you have made any payment in advance for the Experience that has not been provided to you, We will either, at Our sole discretion, provide an alternative date for the Experience or, if this is not possible, refund these paid amounts to you.
We may cancel the contract for the Experience at any time with immediate effect by giving you written notice, if you break the contract in any material way and you do not correct or fix the situation within 10 days of Us asking you to do so in writing. If you break the contract, no refund will be payable and We will not be obliged to provide you with an alternative date for the Experience.
If you need to contact us please do so by clicking here. Our elves aim to respond to all queries within 3 working days, however at peak times this ban be up to 5 days.
Please remember to check your spam boxes for our reply.
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.
Can I make changes to my tickets?
As long as you contact us more than 60 days prior to your event date, subject to an admin fee of £15 for all changes made.
Changes less than 60 days prior to your event are at our discretion only and subject to an admin fee of 25% of your entire ticket value.
There will be NO changes to any tickets later than 30 days prior to your event date.
What happens if I arrive late?
Unfortunately timings are extremely strict. If you are heading to the event and likely to be late, just keep coming and we will do everything we can to help you, however, even if the train hasn’t left the platform we have strict cut-offs where the doors are locked and cannot be unlocked to allow for late arrivals, just like a normal train.
Can I add a park and ride ticket to my 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.
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.
If you have already made a booking with us, but need to add a baby on lap to your booking, please follow the link below.
Official Merchandise
Official THE POLAR EXPRESS Train Ride merchandise is available to purchase from North Pole Trading.
