Can I sell my tickets on?
If for any reason you are unable to share the magic with us, then please advise us via email , this will allow us to amend the names on our system.
Are the seats the same price for adults and children?
The prices are for a seat on the train ride and are the same for adults and children. Children aged 2 and under can travel for free if they do not occupy a seat, (sitting on an adults lap), but you must notify us when booking. Only one child aged 2 and under can accompany an adult due to seating and safety conditions.
We reserve the right to vary the facilities on offer during the event for operational or safety reasons
Is there more than one class of travel this year?
There are two classes of travel, standard and premium. Premium class passengers will each receive the special ceramic POLAR EXPRESS™ mug and each group will receive the special POLAR EXPRESS™ bag.
Do all the children get a bell or is it just one as in the film?
Every passenger on the POLAR EXPRESS™ will receive a bell as we know that we are all children at heart.
When and how will I receive my Golden Tickets?
All Golden Tickets and seating information will be posted out to you prior to your day of travel.
If you change address before you receive your tickets, please let us know at your earliest convenience so that they do not get sent to the wrong address.
Will we have reserved seating?
All passengers aboard The POLAR EXPRESS™ will have assigned seating. Seating is defined by Carriage Name and Seat number (1 to 64) and will be assigned on an order by order basis. There is no guarantee that separate orders placed will be able to be allocated next to each other, so bookings that require a group all seated together should be made as a single booking. Seating allocations are made with consecutive seat numbers, so any booking greater than 4 may not always be seated across the aisle from each other.
Will we be seated next to other customers?
Due to overwhelming feedback from our previous visitors regarding seating next to other customers, tickets will be sold in multiples of two for this event. This will mean that you will always be seated next to another person in your party.
As the seating is arranged in blocks of four on our carriages, this means that there may be other customers on the other side of the table, but not seated beside you.
Can I park my car at Telford Steam Railway?
Telford Steam Railway does not have any dedicated car parking at the site, but is easily accessible from the park and ride carpark and we provide a free shuttle service to and from the event. Details of the park and ride location will be sent with your confirmation of coach and seating. Please be aware that during the holiday period traffic around the area can get extremely busy and additional time should be allowed so you do not miss your performance.
Can my child travel for free?
Children aged 2 and under can travel for free if they do not occupy a seat but you must notify us when booking. Only one child 2 and under is permitted to travel per adult.
My child needs a pushchair - can I bring this?
If you need to bring a pushchair for your child, this is perfectly acceptable and the shuttle bus service provided will get you to the site with everything you need. Due to the use of heritage railway coaches, we are unable to have pushchairs on the railway coach, but these can be left on the departure platform and our staff will ensure that they are at the arrival station ready for you to collect at the end of the journey.
What If I miss my train?
If you miss your booked train we will try to get you on a later service. However, due to the high demand with booked seats this may not be possible. We strongly advise that you arrive at least 1 hour before your departure at the bus shuttle car park to avoid disappointment.
Can I get a refund if I change my mind or cannot attend?
Due to law regarding event tickets, we can only issue a refund if we cancel the event or cancel the service, (date and time), that has been booked.
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 and 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 could run no matter the weather conditions even in rain and snow. Telford Steam 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.
Are you affiliated to any other POLAR EXPRESS™ venues?
We are not affiliated with any other POLAR EXPRESS™ venue; our production is unique to Telford Steam Railway.
If you are trying to book tickets for another venue then please visit the Rail Events International website to find your preferred venue.
One of my party has food allergies. Can you supply alternate cookies or dairy free hot chocolate?
If you or any of your party has an allergy please let us know in advance. We are only able to offer gluten-free cookie alternatives or a dairy-free (soya) hot chocolate alternative. When at the checkout please enter the information into the “Additional Information” box. We may not be able to provide alternatives on the day unless you have pre-ordered them in this way.
What time should we arrive at Telford Steam Railway?
The finalised train ride times will be provided with your seat reservations. We recommend that you arrive one hour before your train ride time to allow for booking in and the bus shuttle journey to the railway.
Can you accommodate persons of limited mobility?
We want our services to be accessible to all and are happy to provide additional assistance where it is needed and we are able to. However, we operate vintage rolling stock and in many cases are unable to accommodate passengers with serious disabilities or mobility problems. Passengers will need to be able to board the coach but we do offer a storage area for Wheelchairs and Pushchairs on our platform so they are available at the end of the train ride performance.
Does everyone get hot chocolate?
Every customer travelling on the POLAR EXPRESS™ will receive Hot chocolate, a cookie and the sleigh bell from Santa, (the first gift of Christmas). Customers in the premium carriages will also receive the special ceramic mug and the special POLAR EXPRESS™ bag.
What if the weather is bad and travel will be difficult?
As the event takes place in December please prepare for wintery road conditions. Remember that the weather can vary dramatically, however, the event will run in all weather conditions even rain and snow. No refunds will be issued if you can not get to the event and the train runs as advertised.
Telford Steam Railway are not responsible for the winter weather or your transport arrangements to us or for any road closures or delays or cancellations on your journey to us. please leave plenty of time to travel safely to us.
I have limited mobility, can we park at Telford Steam Railway?
We regret that there is no parking at the railway. The shuttle bus to and from the event provide disabled access and they will bring passengers directly to the departure area for the start of the event. The shuttle bus will also collect all passengers at the end of the event and return them to the carpark.
Is there a Gift Shop at the Event?
Once the train ride has finished there is a gift shop past Santa's Workshop.
THE POLAR EXPRESS and all related characters and elements © & ™ Warner Bros. Entertainment Inc. (s21). THE POLAR EXPRESS™ Train Ride at Telford Steam Railway event is operated and managed by TSRE21 Limited, Registered in England and Wales. Company Number 13431599. VAT Number 266128302, on behalf of the Telford Horsehay Steam Trust Company Number 01970570