Frequently Asked Questions for Santa's Polar Express
When is the Polar Express taking place?
Saturday 10th December - Wednesday 21st December from 1pm - 8.40pm, running every 20 minutes.
What can I expect?
The Polar Express will be a festive occasion with a host of attractions for all the family, including a winter wonderland, story-telling with Mrs Claus and of course our Polar Express train adventure which will take you on a magical journey to visit Santa and his elves in their busy workshop as they prepare for their busiest time of the year.
How much are tickets?
Infants under 1 year old: £10
Price includes complimentary tea, coffee and refreshments, a personal photo with Santa and gift for every child.
How long will the experience last?
The experience will last approximately an hour. This however can be extended by including lunch, dinner or afternoon tea.
Do I need to purchase tickets in advance?
Yes. Only a certain number of visitors can book a seat on the Polar Express train. All tickets must be booked in advance online. Early booking is strongly recommended to avoid disappointment.
Do you offer ticket insurance for refunds when booking?
We do not offer ticket insurance however Ticketsource offers optional refund protection through 'Booking Protect' for a small additional cost.
Guests will be provided with the opportunity to add refund protection to their ticket purchase and we would encourage you to consider purchasing this cover as tickets are sold as non-refundable unless Polar Express is cancelled by ourselves due to Government Guidelines. Please note that refund protection has strict Terms & Conditions and can only be added at the time of booking and not at a later date.
Upon completion of a booking, if you have purchased refund protection you will be sent by email a copy of the Booking Protect Terms and Conditions. The refund protection is offered with a 14-day cooling off period. Should you choose to cancel your refund protection, you must email firstname.lastname@example.org within 14 days of your purchase and please include your booking reference in your communication.
Can I change my booking?
It is not possible to make changes to times, dates and number of people in your party after completion of the booking.
Can I cancel my booking?
No. However, Ticketsource does offer an optional refund protection through 'Booking Protect' at a small additional cost. Guests will be provided with the opportunity to add refund protection to their ticket purchase and we would encourage you to consider purchasing this cover as tickets are sold as non-refundable unless Polar Express is cancelled by ourselves due to Government Guidelines.
I purchased ticket insurance and now have to cancel. How do I make a claim?
If you have purchased refund protection and would like to make a claim, please go to www.bookingprotect.com where you will be required to create an account and log on to submit a Refund Application Form. You will have 45 days following the event date to submit a refund application to Booking Protect.
For the Terms & Conditions for Booking Protect and for a definitive list of what they will refund on in relation to Covid-19 and everything else please visit: https://www.ticketsource.co.uk/kb/customers/refund-protection
How do I make a group booking?
What time do I need to arrive for the Polar Express?
Please make sure that you arrive at least 15 minutes before your booked time slot.
Do you cater for people with special needs?
Please email email@example.com and we can discuss your requirements.
What dining options are available for Polar Express?
Families will have the opportunity to soak up the Christmas atmosphere with our festive dining options.
I haven’t received my confirmation email?
Please check your spam email folders. We can resend your confirmation receipt if you email firstname.lastname@example.org
Can I bring a pram or buggy on to the train?
For health & safety reasons, no prams or buggies will be permitted on the train.