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FAQs – Here to help!

  • Tickets and Prices

    How can I buy tickets?

    All tickets are sold online. You cannot order tickets via phone or in person. We accept all major credit and debit cards as payment and we use Stripe as our payment processor.  

    How much do the tickets cost?

    Our tickets are priced depending on date and time as per our ticketing page

    What is the classification for tickets?

    Adults are 18 and over on the day of the event.

    Children are 2 years old to 17 years old on the day of the event.

    Babies under 2 years can travel for a small charge of £3 but must be held on an adult’s lap at all times when on the train. You will need to book an “adult with baby” ticket. Each baby will receive a silver bell from Santa. Proof of age may be asked for on the day. You are welcome to purchase a baby under 2 their own seat if you prefer.

    Are tickets sent to me in the post?

    Yes, we aim to post tickets no later than 2 weeks before the event.

    I have lost my tickets.

    If you have lost your tickets these will not be resent. Therefore, on the day of the event, you must print and show your order confirmation. If you can’t find the order confirmation in your inbox, please check your spam folder, if you still don’t have it, please contact us.

    Can I purchase a Mug/Bell separately to my order?

    Sorry, we cannot sell the Mugs, Bags or Bells separately. Bells are provided to all passengers. Mugs are provided to all Premium passengers. Subject to availability, a different design of mug may be available in the Gift Shop at the venue exit.

    Are tickets transferable?

    There is a £10 fee for any changes to the order (Including but not limited to Name, Address, Date, Time etc)

    If you sell your tickets the £10 admin charge needs to be paid by you to change the name and address.

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

  • Covid-19 Statement

    Updated 24th September 2020
    Next review date: October 2020

    Following the latest guidance change by the Government, we are working closely with our team and external advisors to understand the impact on our event. We will carefully explore all possible options to deliver a safe and magical experience for our guests.

    All bookings must now be made up of 6 people or less. This includes babies on laps. Bookings with more than 6 people who are from a single household or in a support bubble are exempt. 

    The Government define a bubble as “a close support network between a household with only one adult in the home (known as a single-adult household) and one other household of any size”. https://www.gov.uk/guidance/making-a-support-bubble-with-another-household  If you meet this definition, please confirm this via the form attached to the email.

    We have contacted all guests effected by these changes via email with your options. Our elves are working hard to respond to all enquiries but it may take several days before you receive confirmation.

    We appreciate your patience in these uncertain times.

    —————–

    In line with other public transport, current guidance is that masks should be worn on trains by over guests over the age of 11 who are not eating and drinking. We will continuously review the guidance and make a statement in October.

    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, the rescheduled date not being suitable, or government restrictions imposed, a refund will be offered or a transfer to next year at 2020 pricing plus a 10% off voucher for our shop. In these circumstances refunds may take up to 90 days to process and booking fees and insurance will not be refunded.

    We will be operating within government restrictions. We will not refund if you chose not to travel due to personal choice. Booking fees and insurance not refundable in any circumstances.

    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.

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

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

  • Seating Arrangements – Standard and Premium

    All our seats are arranged in 4s around a table. If you do not book in multiples of 4, you may need to share your table with another group. Parties of 4 or less will be on the same table. Bookings of more than 4 will be sat on several tables as near as possible to each other. This may be next to, opposite, in front or behind each other.

    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.

  • Is this event accessible to those with disabilities?

    Is the railway suitable for guests with disabilities?

    Whilst we are a heritage railway, we aim to try and accommodate those with disabilities as best as we can. Do please be aware there are some areas where the surface is uneven.  

    Are there disabled toilets available?

    Yes, we have toilets available for our disabled guests. Should you wish to use the facilities please ask a member of staff who will be happy to guide you to them.

    Can wheelchair users board the train whilst in their wheelchair?

    Unfortunately due to the design of our heritage coaches we are unable to accommodate wheelchairs on board the train. If the wheelchair user is able to climb a step, and walk a short distance we can assist in boarding. Wheelchairs will be looked after by our platform staff until you return.

    Is there any parking for guests with disabilities?

    All passengers are requested to use our park and ride service, there is no suitable disabled parking on site. Our buses are fully accessible.

  • Can I link my bookings so we can sit together?

    Our elves can link bookings together so you can sit near each other. This can be next to, opposite, in front or behind each other. We do our best to seat linked orders as close as we can. You can link an order as part of the booking process or contact our Customer Service Elves with both order numbers and they can manually link the orders for you. 

    Our Standard seats and Premium seats are in separate carriages. We cannot link orders together in different classes of travel.

    PLEASE NOTE: due to Covid-19 social distancing regulations we are only releasing tickets in the quantity where we can seat them together. If you buy separate pairs or individual tickets, it may not be possible to seat you on the same table.

  • Can Standard and Premium ticket holders sit together?

    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.

  • How long does the experience last?

    We recommend allowing 2 – 2.5 hours for the whole experience. You are on the train for around an hour and can visit our shop afterwards. Please do not arrive at the park and ride more than 45 minutes before your booked time.

  • Cookie and Hot Chocolate Allergy Information

    Our delicious hot chocolate contains milk. We are also able to supply an alternative made from coconut milk. It is also gluten free.

    Our cookies contain a number of potential allergens including gluten, milk, soya and eggs. They don’t contain nuts or sesame but nuts and sesame are used in other products made in the same bakery. We will offer an alternative free from many allergens.

    Please indicate any allergies on your booking. We do our best to provide alternatives free from many allergens, but we cannot guarantee we can accommodate all possible allergies. You are welcome to bring an alternative drink and cookie with you for members of your party who have allergies.

  • Is the train pulled by a steam engine?

    Yes, we schedule a steam engine to pull THE POLAR EXPRESS™. Seems only right doesn’t it? 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.

  • Does the train move or is it stationary?

    Yes, the train does move. You will be on-board for approximately 1 hour as you travel to and from the North Pole. There may need to be movements backwards and forwards due to caribou or frozen lakes.

  • How To Get Here / Parking

    The event takes place in Leeming Bar at Wensleydale Railway.

    Parking

    Please arrive at Leeming Bar Services DL8 1DT (Rest area). From here you will be able to board our park and ride bus to the railway. 

    ALL GUESTS MUST CHECK IN AT THE SERVICE STATION

    THERE IS NO PARKING AT THE RAILWAY.

    Remember, it’s December!

    As the event takes place in winter please do prepare for the road conditions. Remember this is England, weather can vary dramatically, however this event will run no matter the weather conditions even in rain and snow.  

    PNP Events and Wensleydale Railway are not liable for any road closures or delays. No refunds are given if we run the train as advertised but you miss it due to weather conditions or any other reason beyond our control.

  • Do you offer any discounts to carers?

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

  • Are pushchairs allowed on board?

    Due to the limited space on our heritage carriages, pushchairs and car seats are not allowed on board. Please leave them on the platform where our staff will look after them until you return.

  • Can I purchase the Premium mug on its own?

    The Premium mug is only available with the purchase of a Premium ticket. We are unable to sell the mugs separately due to the event license conditions. Every passenger with a Premium ticket will receive a mug, except babies under 2 who are travelling on a lap as part of an adult with baby ticket.

  • How to prepare for THE POLAR EXPRESS™ Train Ride

    What should I wear for THE POLAR EXPRESS™?

    We encourage our guests, young and old to wear pyjamas just as in the book with a dressing gown for good measure also. Children love it and if you can persuade our older guests, Mums, Dads, Granny and Grandpa to also join in, 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.

    What should I bring?

    Don’t forget your A4 paper ticket with details of your carriage and seat numbers! You will also need your golden tickets on board THE POLAR EXPRESS™ so don’t forget these! Tickets are sent out to arrive no later than two weeks before your booked train. If you haven’t received yours 2 weeks prior to your departure date, please contact our elves.

    This is a magical experience that you will want to cherish forever, so we recommend bringing a camera. Be sure to share your best memories with us on our Facebook page too so we can share the magic!  

    As you will be waiting outside when boarding and departing THE POLAR EXPRESS™ we ask that you dress appropriately for the weather conditions.

  • Can I purchase items from the event shop after my visit?

    Our THE POLAR EXPRESS™ shop is available after the train ride and is for ticket holders only. During the event, we only have the facilitates to sell items in the on site shop due to the quickly changing stock levels. We do not keep stock at our North Pole HQ and unfortunately are unable to sell event exclusive items online. Please make sure you purchase items during your visit to avoid any disappointment.

    Our online shop is run separately and not available during the event running season.

  • I have a pending payment and no order confirmation.

    If you didn’t reach the “Thanks for your Order” page and didn’t receive an Order Confirmation email, we don’t have your order and the payment hasn’t gone through. If you created an account with us, your order may show as “Order Failed”. You may, however, see a pending transaction on your bank statement for the value of the order.

    Here’s why.

    We have a security setting in our checkout that asks our payment provider Stripe to decline payments where the CVC check fails, or where the post code check fails. If your bank approves a payment where the check has failed, Stripe declines the payment on our end. The approval will fall off your card statement in a few hours to a few days. The time this takes varies from bank to bank.

    In summary, your bank has said the transaction is OK, our payment system said, no it’s not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your banks approval, not a payment. Hence why is it ‘pending’. The pending charge will disappear shortly if it hasn’t already.

    The tickets you tried to purchase are not saved for you. You will need to make a new order and a new payment to secure your tickets.

  • Refund & Cancellation Policy

    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 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 complete refund or 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. Wensleydale Railway is not liable for any road closures or delays.

    You are only liable for a refund should We fail to 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.

    There is a £10 fee for any changes to the order (including but not limited to Name, Address, Date, Time etc).

    If you sell your tickets the £10 admin charge needs to be paid by you to change the name and address.

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

    If you decide to cancel your order for any reason the following charges apply. We will take extenuating circumstances into account.

    Before 31st August – £10 charge

    Between 1st September – 30th September – 25% charge

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

    BOOKING FEES 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 December please do prepare for wintry road conditions, remember this is England, weather can vary dramatically, however this event will run in all weather conditions even in rain and snow. No refunds will be given if you can’t get to us and the train runs as advertised.  

    The Wensleydale Railway and PNP Events 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.  

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