Accessibility Information

We want everyone to have a clear understanding of what to expect when booking THE POLAR EXPRESS Train Ride, so you can decide whether this experience is right for you and your group.
If you are unsure about anything below, please contact us before booking at [email protected]. We are always happy to help.

Important Information About Tickets
We are often asked about discounted and carer tickets, so we want to be very clear:

• We do not offer carer tickets
• We do not offer discounted tickets based on PIP, Blue Badge, or disability status
• All tickets are sold in pairs (multiples of two)
• Single tickets are not available

Seating on the train is arranged around tables of four, and our customer research has shown that guests strongly prefer not to be seated directly next to people they do not know during their Christmas experience. Selling tickets in pairs allows families and groups to stay together and helps us manage seating fairly across the train.

Arrival and Transport

• There is no parking available on site
• Guests park at our free Park and Ride car park, which has designated disabled parking spaces
• Accessible shuttle buses run from the car park to the event site
• Guests may remain in their wheelchairs while travelling on the shuttle bus
• The shuttle bus drops guests off directly outside the arrival marquee

Arrival Marquee and Facilities

• The arrival marquee and café are fully accessible for wheelchair users
• Seating is available while waiting
• Step free toilets are available inside the main marquee
• An accessible toilet is also available near the Spring Village platform, approximately a 3 minute, step free walk from the marquee

Getting to the Platform

• When it is time to board, guests make their way from the marquee down a gradual ramp to the platform
• This walk takes approximately 2 minutes
• The route is suitable for wheelchairs and mobility scooters
• Volunteers are on hand to assist guests who may need help

Boarding the Train
Please note that the train itself is not wheelchair accessible.

• There is a step and a gap when boarding the train
• Guests must be able to transfer onto a train seat, with assistance if required
• Wheelchairs and walking aids can be taken right up to the train doors
• Our volunteers will take wheelchairs, pushchairs and walking aids to our other platform, where they will be ready for disembarking

If you need help with boarding or disembarking, please tick the accessibility assistance box during booking. This helps us plan support on the day.

Seating and Onboard Experience

• Seating is fixed and arranged around tables of four
• Seats have an armrest on the aisle side, which may affect transfers
• Aisles must be kept clear throughout the journey for performers
• The onboard experience lasts approximately 1 hour. 
• From being called to the platform until the end of the show is around 1hr and 25 minutes

Please be aware:

• There are no toilets on the train
• Guests remain onboard for the full journey and do not get off during the experience
• Each guest is served a hot chocolate and a cookie. Dietary alternatives are available and will be asked about during the booking process.

Sensory Information
This is a lively, theatrical experience and includes:

• Loud sounds such as whistles and bells
• Music and announcements
• Sudden darkness
• Flashing lights
• Energetic dancing by performers

Guests are welcome to bring small medical equipment and personal support items such as noise reducing headphones or comfort items.

SEND Friendly Performances

We offer dedicated SEND Friendly performances designed to provide a calmer experience.
These performances include:

• Lower sound levels
• Reduced lighting changes
• Less exuberant dancing
• No snow machine on the platform
• A quiet carriage available during the show with no performance inside

​
For SEND Friendly performances:

• The train will already be on the platform when guests arrive, allowing immediate boarding
• This differs from standard performances, where the train arrives while guests are waiting on the platform

SEND Friendly performance dates and times:

• Saturday 5 December 2026 at 13:45
• Wednesday 9 December 2026 at 16:30

All other accessibility information still applies, including ticketing structure, boarding requirements, and the lack of onboard toilets.

After the Journey

• Wheelchairs, pushchairs and walking aids will be located at our other platform when you disembark
• Volunteers can be on hand to assist with disembarking if needed
• The exit route is step free and accessible
• Accessible toilets are available again after the journey
• ​Seating is available while waiting for the return shuttle bus, although guests will need to stand when joining the bus queue

Need More Information? If you are unsure whether this experience will meet your needs, we strongly recommend contacting us before booking.
Email: [email protected]
Please also remember to tick the accessibility assistance box during booking if you think you may need support on the day.

BUY TICKETS

---