1.Booking and Ticketing Policies
1.1 Tickets for THE POLAR EXPRESS Train Ride can be purchased from TSRE21 online via www.telfordsteamrailway.co.uk
1.2 Group bookings of 32 passengers or more must be arranged by emailing [email protected].
1.3 Tickets are sold in pairs, with 1 ticket = 2 seats.
1.4 Passengers aged 2 and under (who have not reached their third birthday) may travel for free on the lap of an accompanying adult, limited to one child per adult. Passengers aged three and over require their own seat/ticket, no exceptions can be made. Passengers may move to sit on laps during the journey.
1.5 Tickets booked before Sunday 19th October, will be posted along with seating allocations. Tickets booked after this date will require passengers to collect their golden tickets and seating allocations upon arrival at Telford Steam Railway.
1.6 Parties of six seats or more passengers may not be seated together due to the layout of the train.
1.7 Seats are allocated prior to arrival. If bookings are made separately, we cannot guarantee that you will be seated near each other. To ensure your party is seated together, a single booking must be made for your entire group.
1.8 There is no parking available on-site. All parking must take place at the Ironbridge Park-and-Ride, where a FREE shuttle bus will transport passengers to the event site. Passengers arriving by taxi or being dropped off may go directly to Telford Steam Railway.
2.Cancellations and Refunds
2.1 Tickets are non-refundable, non-transferable, and cannot be modified by the passenger.
2.2 If TSRE21 cancels the event due to unforeseen circumstances (e.g., weather, technical issues), passengers will be offered: • Rescheduled dates, or • A full refund, or • A discount on tickets for the following year
2.3 To arrange a refund or reschedule due to event cancellation, passengers must contact [email protected] with their booking confirmation.
3.Passenger Responsibilities
3.1 Passengers must arrive from one hour before their train departure time. The car park will remain locked until 1 hour and 15 minutes before the first train. The first bus will depart 1 hour prior to each train time.
3.2 Passengers are responsible for their own safety and that of their party, particularly children, on the platform and during the event.
3.3 Passengers must remain behind the yellow line until the conductor announces boarding.
3.4 Passengers should register with a steward upon arrival at Telford Steam Railway Confirmation of booking must be presented at check-in (either digitally or in printed form).
3.5 Festive attire, such as pyjamas, is encouraged, but passengers should dress warmly.
4.Health and Safety Policies
4.1 There are no COVID-19 protocols currently in place.
4.2 The train and event are not wheelchair-accessible due to the vintage carriages. Wheelchairs, walking aids, and pushchairs may be taken to the train doors or left in the marquee and will be transferred by staff to the disembarking platform.
4.3 The event includes flashing lights, snow machines, music, dancing, and interactive characters. Passengers with sensory sensitivities should consider this when booking.
5.Liability Disclaimer
5.1 Passengers acknowledge the risks associated with travelling on a vintage steam train, including potential delays, mechanical issues, or alterations to the show. Such alterations do not entitle passengers to refunds or compensation, as the primary experience remains intact.
5.2 TSRE21 reserves the right to alter the show due to weather conditions for safety reasons. Such alterations do not entitle passengers to refunds or compensation, as the primary experience remains intact.
5.3 TSRE21 will not be held liable for injuries, delays, or disruptions caused by the operation of vintage equipment.
5.4 Passengers participate in the event at their own risk and agree to follow all safety instructions provided by staff.
6.Prohibited Items and Behaviour
6.1 Food purchased on-site may be brought onto the train. Each passenger will receive a hot chocolate and a cookie, with dietary alternatives available upon prior notification.
6.2 Disruptive behaviour that poses a risk to safety or detracts from the experience will result in removal from the event.
6.3 Photography and video recording for personal use are permitted; however, commercial use requires prior authorisation.
7.Services Provided
7.1 Standard ticket holders receive a hot chocolate, cookie, and a silver bell from Santa. Premium ticket holders additionally receive a THE POLAR EXPRESS Train Ride mug (not available for purchase separately) per seat and a THE POLAR EXPRESS Train Ride Bag (one per two seats).
7.2 Souvenirs are available for purchase on-site, with a larger gift shop accessible at the end of the event.
8.Accessibility and Special Accommodations
8.1 SEND trains are available on selected dates in December, featuring reduced lighting, lower volume, minimal dancing, no snow machine, and a break-out space carriage. The train will already be in the platform when passengers are invited to the platform at their show time.
8.2 Passengers requiring mobility assistance or dietary accommodations must indicate their needs when booking.
9.Privacy Policy
9.1 Customer data, including names and email addresses, is stored on a password-protected third-party platform. Data stored locally at Telford Steam Railway is also password-protected and accessible only by authorised personnel.
9.2 TSRE21 does not store financial data such as credit card information. All payments are processed securely by the third-party ticketing platform, which complies with GDPR and uses encryption to protect customer data.
9.3 For more information on data protection, please refer to our Privacy Policy.
10.Dispute Resolution and Complaints
10.1 Complaints should be directed to [email protected].
10.2 Disputes arising from these Terms and Conditions shall be governed by UK law.
11.Train Operations
11.1 A steam train is scheduled to power THE POLAR EXPRESS Train Ride at Telford Steam Railway. However, TSRE21 reserves the right to operate alternative locomotive power if necessary due to technical or operational constraints.
11.2 TSRE21 will make every reasonable effort to notify passengers of any changes to the planned train operations as soon as possible. Passengers acknowledge that alterations to the locomotive type do not entitle them to a refund or compensation, as they do not detract from the overall experience of THE POLAR EXPRESS Train Ride.
12.Acceptance of Terms
By purchasing tickets, passengers agree to these Terms and Conditions.
1.1 Tickets for THE POLAR EXPRESS Train Ride can be purchased from TSRE21 online via www.telfordsteamrailway.co.uk
1.2 Group bookings of 32 passengers or more must be arranged by emailing [email protected].
1.3 Tickets are sold in pairs, with 1 ticket = 2 seats.
1.4 Passengers aged 2 and under (who have not reached their third birthday) may travel for free on the lap of an accompanying adult, limited to one child per adult. Passengers aged three and over require their own seat/ticket, no exceptions can be made. Passengers may move to sit on laps during the journey.
1.5 Tickets booked before Sunday 19th October, will be posted along with seating allocations. Tickets booked after this date will require passengers to collect their golden tickets and seating allocations upon arrival at Telford Steam Railway.
1.6 Parties of six seats or more passengers may not be seated together due to the layout of the train.
1.7 Seats are allocated prior to arrival. If bookings are made separately, we cannot guarantee that you will be seated near each other. To ensure your party is seated together, a single booking must be made for your entire group.
1.8 There is no parking available on-site. All parking must take place at the Ironbridge Park-and-Ride, where a FREE shuttle bus will transport passengers to the event site. Passengers arriving by taxi or being dropped off may go directly to Telford Steam Railway.
2.Cancellations and Refunds
2.1 Tickets are non-refundable, non-transferable, and cannot be modified by the passenger.
2.2 If TSRE21 cancels the event due to unforeseen circumstances (e.g., weather, technical issues), passengers will be offered: • Rescheduled dates, or • A full refund, or • A discount on tickets for the following year
2.3 To arrange a refund or reschedule due to event cancellation, passengers must contact [email protected] with their booking confirmation.
3.Passenger Responsibilities
3.1 Passengers must arrive from one hour before their train departure time. The car park will remain locked until 1 hour and 15 minutes before the first train. The first bus will depart 1 hour prior to each train time.
3.2 Passengers are responsible for their own safety and that of their party, particularly children, on the platform and during the event.
3.3 Passengers must remain behind the yellow line until the conductor announces boarding.
3.4 Passengers should register with a steward upon arrival at Telford Steam Railway Confirmation of booking must be presented at check-in (either digitally or in printed form).
3.5 Festive attire, such as pyjamas, is encouraged, but passengers should dress warmly.
4.Health and Safety Policies
4.1 There are no COVID-19 protocols currently in place.
4.2 The train and event are not wheelchair-accessible due to the vintage carriages. Wheelchairs, walking aids, and pushchairs may be taken to the train doors or left in the marquee and will be transferred by staff to the disembarking platform.
4.3 The event includes flashing lights, snow machines, music, dancing, and interactive characters. Passengers with sensory sensitivities should consider this when booking.
5.Liability Disclaimer
5.1 Passengers acknowledge the risks associated with travelling on a vintage steam train, including potential delays, mechanical issues, or alterations to the show. Such alterations do not entitle passengers to refunds or compensation, as the primary experience remains intact.
5.2 TSRE21 reserves the right to alter the show due to weather conditions for safety reasons. Such alterations do not entitle passengers to refunds or compensation, as the primary experience remains intact.
5.3 TSRE21 will not be held liable for injuries, delays, or disruptions caused by the operation of vintage equipment.
5.4 Passengers participate in the event at their own risk and agree to follow all safety instructions provided by staff.
6.Prohibited Items and Behaviour
6.1 Food purchased on-site may be brought onto the train. Each passenger will receive a hot chocolate and a cookie, with dietary alternatives available upon prior notification.
6.2 Disruptive behaviour that poses a risk to safety or detracts from the experience will result in removal from the event.
6.3 Photography and video recording for personal use are permitted; however, commercial use requires prior authorisation.
7.Services Provided
7.1 Standard ticket holders receive a hot chocolate, cookie, and a silver bell from Santa. Premium ticket holders additionally receive a THE POLAR EXPRESS Train Ride mug (not available for purchase separately) per seat and a THE POLAR EXPRESS Train Ride Bag (one per two seats).
7.2 Souvenirs are available for purchase on-site, with a larger gift shop accessible at the end of the event.
8.Accessibility and Special Accommodations
8.1 SEND trains are available on selected dates in December, featuring reduced lighting, lower volume, minimal dancing, no snow machine, and a break-out space carriage. The train will already be in the platform when passengers are invited to the platform at their show time.
8.2 Passengers requiring mobility assistance or dietary accommodations must indicate their needs when booking.
9.Privacy Policy
9.1 Customer data, including names and email addresses, is stored on a password-protected third-party platform. Data stored locally at Telford Steam Railway is also password-protected and accessible only by authorised personnel.
9.2 TSRE21 does not store financial data such as credit card information. All payments are processed securely by the third-party ticketing platform, which complies with GDPR and uses encryption to protect customer data.
9.3 For more information on data protection, please refer to our Privacy Policy.
10.Dispute Resolution and Complaints
10.1 Complaints should be directed to [email protected].
10.2 Disputes arising from these Terms and Conditions shall be governed by UK law.
11.Train Operations
11.1 A steam train is scheduled to power THE POLAR EXPRESS Train Ride at Telford Steam Railway. However, TSRE21 reserves the right to operate alternative locomotive power if necessary due to technical or operational constraints.
11.2 TSRE21 will make every reasonable effort to notify passengers of any changes to the planned train operations as soon as possible. Passengers acknowledge that alterations to the locomotive type do not entitle them to a refund or compensation, as they do not detract from the overall experience of THE POLAR EXPRESS Train Ride.
12.Acceptance of Terms
By purchasing tickets, passengers agree to these Terms and Conditions.