What time should I arrive?
Your ticket indicates the performance start time. This is the time that we’d like you to be at Bolton Abbey Station (BD23 6AF), checking in, where there will be music and the introductory scene before you move through to the platform ahead of the train departing.
You should aim to arrive at our site 15-30 minutes before the performance time indicated on your ticket. We will allow you into the marquee a maximum of 30 mins before the performance starts.
How long is the experience?
The performance and music in the heated and decorated marquee lasts for 30 minutes, and the journey itself lasts for 60 minutes – i.e a total of 90 minutes for the entirePOLAR EXPRESS™ experience.
The time on your ticket is the performance time, this is the time we would like you to be in the marquee at the start of THE POLAR EXPRESS™.
You should aim to arrive at our site 15 minutes before the performance time indicated on your ticket. We will allow you into the marquee a maximum of 30 mins before the performance starts.
What happens if I arrive late?
Unfortunately timings are extremely strict. If you are heading to the event and likely to be late, just keep coming and we will do everything we can to help you, however, even if the train hasn’t left the platform we have strict cut-offs where the doors are locked and cannot be unlocked to allow for late arrivals, just like a normal train.
Are pushchairs/car seats allowed on board?
Unfortunately, due to the limited space on our heritage carriages, neither pushchairs or the car seat sections are allowed on board.
We do not encourage you to use pushchairs or car seats to transfer children/infants from the car park to the station, but if this is necessary then visitors can leave them on the platform under the veranda (at your own risk) until the train returns to Bolton Abbey.
Do you offer carer tickets?
If you are in receipt of the highest rate of Disability Living Allowance (DLA), SDP, or enhanced rate Personal Independence Payment (PIP) benefit, we offer a 50% discount on the carer’s ticket.
Please contact our Customer Service with your booking number and proof of entitlement. We will then refund you 50% of 1 ticket.
What will the seating arrangements be – Standard and Premium?
Our Standard tickets and Premium tickets are in separate carriages. You can make separate orders for Standard and Premium tickets, but will not be sat together. Please note: Standard and Premium tickets does not define the style of seating or carriages you will be sat in.
Our carriages have seating arranged in 4s around a table. The elves allocate all seats by hand to keep bookings together. Due to the high demand for tickets, if you do not book in multiples of 4, it is likely you will be sharing the fun of your THE POLAR EXPRESS™ Train Ride with another family. Parties of over 4 will be seated as near to each other as possible, priority given to earliest booking. We reserve the right to change carriage configuration without notice.
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 circ*mstances beyond our control, where we reserve the right to use a substitute engine as required to ensure the event continues.
Can I make changes to my tickets?
There is a £10 admin fee for any changes you request to be made to your booking. We are unable to make changes to your booking after the 30th September
What should I bring?
Please ensure you bring your E-ticket with you, either printed or on a mobile device. You shall receive your E-tickets shortly before the event. Please make sure to check your junk mail folder if you have not received them.
Golden Tickets will be available for collection for E-Ticket holders at the event.
What should I wear to THE POLAR EXPRESS ™ Train Ride?
We encourage our guests, young and young at heart, to wear pyjamas just as in the book with a dressing gown for good measure also. Immerse yourself in THE POLAR EXPRESS™.
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. As you will be waiting outside when boarding and departing THE POLAR EXPRESS™ Train Ride we ask that you dress appropriately for the weather conditions.
Do you allow dogs?
Unfortunately, dogs and other animals are not allowed on board.
Service dogs are welcome to join us but will need to sit under the table for the duration of the journey.
We do not allow Therapy Dogs/Emotional Support Dogs on board THE POLAR EXPRESS™ Train Ride. An assistance dog is legally permitted to accompany its client, owner, or partner, at all times and in all places, within the United Kingdom. A therapy dog/emotional support dog is not legally recognised in the UK. Emotional support dogs in the UK are not considered to be assistance dogs – this is because an assistance dog is trained to perform specific tasks (such as a Guide Dog or Hearing Dog) to help a disabled person and are usually qualified by one of the charitable organisations registered as members of Assistance Dogs UK. These dogs are trained to be in environments that are busy and loud. An emotional support dog does not have this training and as such is considered a pet under UK law. We do not allow any animals other than registered assistance dogs on board and reserve the right to refuse admittance to the event.
Are there baby-changing facilities?
Yes, in the following location:
Bolton Abbey Station –Disabled Toilet (located in Booking Hall)
Can I purchase tickets online?
All tickets need to be purchased online, other than those wishing to book the accessible area.
Please call the office during office hours on 01756 710614 to book the accessible seating area.
Please note, the accessible seating area is in one of our Premium carriages only.
