Question 1

We have a large group. How do we guarantee we will be able to sit together?

Accepted Answer

Groups wishing to sit together should purchase under the same order. All tickets purchased in the same order will be seated in a group within close proximity to each other.

Question 2

What is the difference between Cocoa, Candy and Claus Class?

Accepted Answer

Seating in Claus & Candy Class is strictly limited. Candy & Claus Class guests travel in comfort and receive some extra surprises and treats along the way. Claus Class is smaller than all other carriages and can be booked as a private carriage.

Question 3

Do children under 2 years old need a ticket?

Accepted Answer

Yes, all passengers require a ticket for the North Pole Express. Children under the age of 2 and travelling on the lap of an adult travel for free but require an 'Under 2' ticket.

Question 4

What do the reindeer names mean?

Accepted Answer

The reindeer names make it easier for you to find your carriage at the platform on the day. Carriage hosts will be holding a banner with your carriage/reindeer name.

Question 5

Is there wheelchair access?

Accepted Answer

Due to the age and design of the carriages it's not possible to board whist seated in a wheelchair. We convey passengers of limited mobility when possible provided they can step onto the train from the platform, climb a step & move to their seats help of a carer. See our website for more info.

Question 6

Is it enclosed? Do you go in bad weather? What amenities are on board?

Accepted Answer

The train is fully enclosed, the services depart regardless of weather. There are bathroom facilities onboard the train.

Question 7

Are there bathrooms at the train station?

Accepted Answer

There are no toilet facilities at the platform. There are bathroom facilities onboard the train.

Question 8

Where do I pick up tickets?

Accepted Answer

Tickets are emailed, these should be presented at our station 15 minutes prior to departure. Please be prepared to show a copy of your confirmation email (electronic or paper) and a valid photo ID.

Question 9

Are pushchairs allowed on the train?

Accepted Answer

As long as the pushchair is foldable then it will not be a problem to bring it on the train.  It will be stored in the luggage area/guards van.

Question 10

Can I get a refund if I can no longer attend?

Accepted Answer

In the event of cancellation by intending passengers, no refunds will be made.

Question 11

Can I change my ticket - carriage, time or date?

Accepted Answer

In the event that a passenger wishes to change their ticket to an alternate time, date or carriage this will only be possible if there is availability. You can only transfer one ticket at a time. Transferring to a lower-priced ticket will not issue a refund.

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