Question 1

Ticket Information

Accepted Answer

How can I buy tickets?

All tickets for THE POLAR EXPRESS™ Train Ride are sold online via our ticketing system. Unfortunately, we cannot take bookings by phone or in person.

We accept all major Credit and Debit cards & Klarna through Stripe for secure payment.
 
How much do tickets cost?

Ticket prices vary depending on the day. While the experience is the same, prices are divided into Saver, Classic, and Peak days:

Saver Days (14th, 15th, 20th November):

Standard Seating: £33.95
Deluxe Seating: £43.95
Premium Seating: £51.95

Saver/Classic Days (21st, 22nd November):

13:50 trains on both days & 19:00 on Sunday 22nd November:

Standard Seating: £33.95
Deluxe Seating: £43.95
Premium Seating: £51.95

All other trains in this band:

Standard Seating: £40.95
Deluxe Seating: £50.95
Premium Seating: £58.95

Classic Days (27th, 28th & 29th November + 2nd, 3rd, 4th, 5th, 6th, 9th, 10th & 11th December):

Standard Seating: £40.95
Deluxe Seating: £50.95
Premium Seating: £58.95

Peak Days (12th, 13th, 18th, 19th, 20th, 21st, 22nd & 23rd December):

Standard Seating: £46.95
Deluxe Seating: £56.95
Premium Seating: £64.95

Seat Allocations

Seats are allocated at the time of booking due to the event’s popularity.

If you want to sit with a large group, please book all tickets together in one order. Orders made separately cannot be guaranteed to be seated together.

Are there discounts available?

We offer one-third (1/3) off one carer’s ticket. Proof of eligibility is required (e.g., DLA, PIP, Carer’s Allowance).

To claim a discount:

If you require a wheelchair space: email polarexpress@mnr.org.uk with your preferred date and time.
If you do not require a wheelchair space: book online as usual, then email polarexpress@mnr.org.uk with your order details and proof of eligibility. We will refund one-third of the ticket price for the carer’s ticket.

What is the classification for tickets?

Adult: 18 years and over on the day of the event.
Child: 2–17 years on the day of the event. Child tickets must be purchased with at least one Adult ticket, and children must be accompanied by an adult.
Under 2 years: Travel free on an adult’s lap; no seat will be provided. Proof of age may be requested at check-in.

Are tickets posted to me?

No, all Golden Tickets and seat details will be available for collection at the Check-In desk at the arrival time which is stated on your email order confirmation.

Can I purchase a Mug/Bell separately to my order?

Sorry, we cannot sell the Mugs, Bags or Bells separately. Bells are provided to all passengers. Mugs are provided to all Premium & Deluxe passengers. Subject to availability, a different design of mug may be available in the Gift Shop at the venue exit.

Are tickets transferable?

Tickets are booked with the name and address used at the time of checkout. They may be used by different attendees as long as the same number of seats attend. The new attendees MUST have the email order confirmation and QR code of the orignal order to check-in.

If tickets are purchased from any source other than this website, we may request ID or proof of address to verify entry and reserve the right to refuse admission if authenticity cannot be confirmed.

Linking orders

Due to high demand, seats are allocated when tickets are booked. Separate bookings cannot be linked, so to sit together, please make one booking for your entire party. Confirm arrangements with all group members before booking.

Question 2

What's the difference between Premium, Deluxe and Standard seats?

Accepted Answer

Premium

Our Premium tickets offer an enhanced way to experience THE POLAR EXPRESS™ Train Ride, with seating in our dedicated Premium carriages. Seats are arranged around tables of two or four, creating a comfortable, social setting that’s perfect for families and groups.

Alongside the extra comfort, Premium guests enjoy a selection of exclusive extras, including free parking at Dereham Station (NR19 1DF) and a unique to this year Polar Express™ ceramic mug for each guest and a commemorative bag per table to take home. These items are exclusive to Premium guests and are not available to purchase in the shop.

Seating arrangements in Premium:

We always aim to seat groups as close together as possible.

Groups of five or six are typically seated at tables directly across the aisle from one another.
Groups of more than six will be arranged across adjacent tables to avoid anyone from your party being seated alone. For example, a group of seven would usually be placed at two neighbouring tables along the same side of the aisle (three at one table and four at the next). In this case, the fourth seat at the table of three may be filled by a guest from another party.

For groups of three, seating may be arranged in one of two ways:

All three guests seated at a four-seat table, with the fourth seat possibly occupied by a guest from another party, or
Two guests seated at a two-seat table, with the third guest seated across the aisle at a four-seat table with other passengers.

If you would prefer not to share a table with guests outside your party, we strongly recommend booking even numbers of seats wherever possible.

*Example only

Deluxe

Our Deluxe tickets offer a truly special way to enjoy THE POLAR EXPRESS™ Train Ride, with seating in our Deluxe carriages arranged around tables of four,  perfect for families and small groups looking for extra comfort and space.

Deluxe passengers also receive a limited-edition souvenir bundle created just for this year: a Polar Express™ ceramic mug for each guest and a commemorative bag per table to take home. These exclusive items are not available for purchase in the shop.

Seating arrangements in Deluxe

We always aim to seat groups together wherever possible:

Groups of five to eight are usually seated at tables directly across the aisle from one another.
Groups of more than eight will be arranged across adjacent tables, ensuring no one from your party is seated alone. For example, a booking of nine would typically be placed at two neighbouring tables, rather than opposite across the aisle, allowing the ninth guest to be seated across from one of the tables of four.

If you would prefer not to share a table with guests from another party, we recommend booking even numbers of seats where possible.

*Example only

Standard

Our Standard tickets provide a wonderful way to experience THE POLAR EXPRESS™ Train Ride, with seating in our Standard carriages arranged around tables of four,  perfect for families and friends looking to enjoy the festive journey together.

Seating arrangements in Standard

Groups of five to eight are typically seated at tables directly across the aisle from one another.
Groups of more than eight will be arranged across adjacent tables, ensuring no one from your party is left seated alone. For example, a group of nine would usually be placed at two neighbouring tables, rather than opposite across the aisle, allowing the ninth guest to sit across from one of the tables of four.

To avoid sharing a table with other guests, we recommend booking even numbers of seats wherever possible.

*Example only

Question 3

Refund, Cancellations and Alterations Policy

Accepted Answer

What is the cancellation / alteration / refund policy?

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/times you select before you make payment and book. The train can depart in rain and snow. Please check your booking details carefully before completing your purchase.

Service Charges and Ticket Protection are non refundable in all circumstances.

Due to the number of bookings received, we are unable to seat separate/ multiple bookings together. If you wish to sit with another family or friends etc, you will need to make one large booking with them. Please confirm your arrangements with everyone you plan to come with before making a booking.

What if the weather is bad and travel will be difficult?

As the event takes place in November & December please do prepare for wintry road conditions, remember this is England, weather can vary dramatically, however this event will run in all weather conditions even in rain and snow. No refunds will be given if you can't get to us and the train runs as advertised.

The Mid-Norfolk Railway is not responsible for the winter weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us. 
 
Full Terms

Our full terms and conditions can be seen by clicking here.

Question 4

Ticket Protection

Accepted Answer

Customers are now able to purchase Ticket Protection as part of their booking.

Ticket Protection is supplied by a third party company - Secure My Booking - and can only be purchased at the point of booking, it cannot be added retrospectively. The terms and conditions of the third party provider are final.

The cost of Ticket Protection is £3.95 per ticket and is NON-REFUNDABLE in all circumstances. Full details of coverage, including what is covered and what is not covered, can be found via the following link:
 https://securemybooking.com/make-a-claim/uk/

Please read these details carefully to ensure that the policy meets your needs prior to purchase.

Question 5

How long does the experience last?

Accepted Answer

Please arrive at the time shown on your booking - this provides us with sufficient time to ensure everyone is checked in with plenty of time for the story to then begin approximately 20 minutes before the train departs.

You are on board the train for approximatley 1 hour.

You'll be waving us goodbye (until your next visit) about 1 ½ to 2 hours after you arrive.

Question 6

How to Prepare for The Polar Express™ Train Ride

Accepted Answer

What should I wear for The Polar Express™ Train Ride?

We encourage our guests, young and old to wear pyjamas just as in the book with a dressing gown for good measure also. Children love it and if you can persuade our older guests, Mums, Dads, Granny and Grandpa to also join in, the atmosphere in the train comes alive for a truly magical experience!

For the safety of our guests we ask that they wear sturdy, closed toed shoes and not slippers, open toed shoes, flip-flops etc.

What should I bring?

Don’t forget your order confirmation!

This is a magical experience that you will want to cherish forever, so we recommend bringing a camera. Be sure to share your best memories with us on our Instagram & Facebook profiles too so we can share the magic!

As you will be outside when boarding and departing THE POLAR EXPRESS™ Train Ride we ask that you dress appropriately for the weather conditions.

Question 7

How To Get Here / Parking

Accepted Answer

When should we arrive for the event?

Please arrive at Dereham Station (where you will check-in) at the time shown on your tickets. This arrival time provides sufficent time to allow all guests to check-in and prepare for the pre-show before departure.

Where do I park?

Premium Ticket Holders

Premium Ticket Holders for THE POLAR EXPRESS™ Train Ride event should use the postcode NR19 1DF and look for the signposts for the Mid-Norfolk Railway.  Please make sure that you bring your electronic order confirmation, to gain access to the station car park.

Please note that 1 car parking permit will be issued for per 5 seats booked, for example:

Bookings of 1 - 5 passengers will recieve 1 parking permit,
Bookings of 6 - 10 passengers will recieve 2 parking permits,
Bookings of 11 - 15 passengers will receive 3 parking permits etc.

Admission to the car park will only be permitted a maximum of 30 minutes prior to your booked time. Once you have returned from your trip to the North Pole and have visited the Gift Shop, we would please ask you to vacate the car park promptly to allow space for our next arriving guests.

Deluxe Ticket Holders

Deluxe Tickets Holders should use one of the free public car parks in Dereham, a map of which can be found here . Please note that whilst the car parks in Dereham are currently free to park, some do have a maximum stay time limit. We ask that prior to travelling to Dereham, you plan your visit and parking accordingly.

Standard Ticket Holders

Standard Tickets Holders should use one of the free public car parks in Dereham, a map of which can be found here . Please note that whilst the car parks in Dereham are currently free to park, some do have a maximum stay time limit. We ask that prior to travelling to Dereham, you plan your visit and parking accordingly.

Public Transport

By Bus/Coach
Dereham is served regularly with local buses from Norwich, Great Yarmouth, Fakenham, Kings Lynn, Wisbech & Peterborough by Excel (operated by First) and Konectbus as well as National Express coaches.

By Rail
The nearest mainline station are at Norwich, accessible by bus with Konectbus and King's Lynn with Excel (operated by First).

Where can those with disabilities park?

There is very limited parking available for Blue Badge holders only at Dereham Station. However, as this is so extremely limited it can only be allocated on a first come basis. If there are no spaces available when arriving, you will then need to find alternative parking. You are still more than welcome to drop off/pick up at Dereham Station if it is possible for your party to do so.

Remember, it’s November/December!

As the event takes place in November & December please do prepare for wintry road conditions, remember this is England, weather can vary dramatically, however this event will run no matter the weather conditions even in rain and snow.

The Mid-Norfolk Railway is not liable for any road closures or delays. No refunds are given if we run the train as advertised but you miss it due to weather conditions or any other reason beyond our control.

Question 8

Cookie and Hot Chocolate Allergy Information

Accepted Answer

Our Hot Chocolate contains MILK and may contain GLUTEN. Although gluten is not an ingredient, the product is made in a factory that also handles gluten, so cross-contamination may be possible.

We can also provide an oat-milk alternative. For customers with an oat intolerance, juice or water will be available instead.

Our cookies contain a number of potential allergens, including WHEAT and MILK. They do not contain tree nuts, peanuts, or sesame seeds; however, these allergens are used in other products made in the same bakery, so cross-contamination cannot be ruled out.

We are also able to provide an alternative cookie that is gluten-free, dairy-free, soya-free, egg-free, nut-free, and chocolate-free.

Full allergen details will be available at the point of service.

We may be able to offer an alternative in some cases, but due to the wide range of possible allergens, we unfortunately cannot guarantee that we will be able to accommodate all dietary requirements.

You can note any allergies when making your booking and we will do our best to source a suitable alternative; however, no guarantees can be made regarding suitability.

You are also very welcome to bring your own alternative refreshments for members of your party with allergies.

Question 9

How does The Mid-Norfolk Railway Polar Express™ Train Ride ensure a comfortable and safe experience for event attendees in relation to sound levels?

Accepted Answer

At The Mid-Norfolk Railway Polar Express™ Train Ride, we prioritise the safety and comfort of our event attendees by incorporating a comprehensive approach to monitoring sound levels. Our team is trained to proactively identify and address any potential issues related to loud sound levels, ensuring that attendees can enjoy the event without risking exposure to harmful noise levels. If over-stimulation as a result of loud noise is an issue, we welcome the wearing of ear defenders whenever needed.Additionally, we work closely with sound engineers and our performers to establish appropriate sound level guidelines that comply with industry standards and regulations, further enhancing the overall experience for everyone involved. Your safety and comfort are our top priorities, and we are dedicated to providing a memorable and magical experience at The Mid-Norfolk Railway Polar Express™ Train Ride.

Question 10

Is this event accessible to those with disabilities?

Accepted Answer

Is the railway suitable for guests with disabilities?While we are a heritage railway, we do our best to make the experience accessible to all. All platforms have surfaces that are easy to walk on, though please note that some areas may be slightly uneven.Are there disabled toilets available?Yes! Dereham Station has toilets accessible for disabled guests. Please ask a member of staff, and they will be happy to guide you to the facilities.Can wheelchair users board the train whilst in their wheelchair?Yes - wheelchair users can board and remain in their wheelchair during the journey. However, space is limited due to the age of our coaches, as British Rail did not design the doorways on most heritage carriages to accommodate wheelchairs.We have one wheelchair space in Premium per train. Our friendly staff will assist you with a ramp and guide you to a table so you can sit with your party without leaving your wheelchair.To guarantee a wheelchair-accessible space and seating for your party, please contact us before booking. We will be happy to confirm availability and reserve the necessary seats for you.Is there any parking for guests with disabilities?Blue Badge holders can access limited parking at Dereham Station. Parking spaces are allocated on a first-come, first-served basis. We are also happy to accommodate guests being dropped off and collected if required.We encourage all visitors with mobility requirements to get in touch with us beforehand at info@mnr.org.uk, so we can ensure your journey is as enjoyable as possible.

Question 11

Is the event Autism Friendly?

Accepted Answer

We do not offer any performances which are specifically labelled as "Autism Friendly", in part due to restrictions we have in not being a regular theatre venue (being on a train) and also in part due to the recognition that Autism is a spectrum so what one passenger may feel is bearable, another may not. Our Theatrical Director has training to NVQ Level 4 in support and caring for Physical Disability, Mental Health, Autistic Spectrum Down Syndrome and wider Disability Needs, and a large focus is placed on engagement with neurodiverse guests which ensures that our cast can identify additional needs, and allow them to receive the show fully.Please contact us directly via email to inform us of any specific needs you would like to discuss. We pride ourselves on accommodating specific neurodivergent needs wherever possible. For example, we may arrange for a trained cast member to meet with you prior to boarding, and to show someone around the carriage prior to boarding. Should you not contact us directly prior to the event, please rest assured that cast members are trained to make adjustments for neurodivergent audience needs for every performance wherever this is needed.
Should you or one of your party need to go to a ‘quiet space’ during a performance we do have a ‘support coach’ in the centre of the train where a quiet area is located. This is available to any audience member who needs it, but please be aware that you may have to move between multiple carriages to access it depending on where your party are seated.
If over-stimulation as a result of loud noise is an issue, we welcome the wearing of ear defenders whenever needed.
We work extremely hard to ensure we can react positively and tailor our response to meet an individual's own needs, rather than treating all neurodiverse passengers the same.We encourage all visitors with mobility requirements to get in touch with us beforehand at info@mnr.org.uk, so we can ensure your journey is as enjoyable as possible.

Question 12

Is the train pulled by a steam engine?

Accepted Answer

During the summer, we operate steam trains on the line between Dereham and Wymondham. However, for The Polar Express™ Train Ride, our carriages are equipped with electric lighting, sound systems, and heating to provide maximum comfort on those chilly evenings. To power these carriages, the train will be hauled by one of our classic heritage diesel-electric locomotives. Built in the 1950s and 60s, these locomotives were rescued from scrap yards by passionate enthusiasts, preserving a unique piece of railway history.

Question 13

Does the train move or is it stationary?

Accepted Answer

Yes, the train does move! During your journey, you’ll travel all the way to the North Pole - be sure to watch for a certain man in red along the way! The experience concludes back at Dereham (Grand Rapids) Station. Please note that passengers remain on the train for the entire experience and do not disembark at any point.

Question 14

Are animals allowed on The Polar Express™?

Accepted Answer

Unfortunately, we are unable to allow any type of animal on board The Polar Express™ Train Ride unless they are a service dog, we reserve the right to ask for proof.

Question 15

What if we are unable to run trains because of government restrictions?

Accepted Answer

In the unfortunate event the train is unable to operate because of Health Protection Regulations due to a pandemic (e.g. Covid-19) you will be notified as soon as possible and given a complete refund (minus the Service Charge) or, if available, the opportunity to reschedule.

Refunds may take up to 90 days to process if your train is cancelled because of Health Protection Regulations in force preventing the experience taking place. Service Charges & Ticket Protection will not be refunded.

If Health Protection Regulations are not in place and the train still operates, no refunds will be made for customers choosing to not attend the event. We would strongly recommend that guests consider making their own insurance arrangements to cover such eventualities.

Question 16

I have not had an email confirmation?

Accepted Answer

Sadly our emails are blocked and seen as spam by some email providers, please check your junk/spam folders. If no luck, please email us on polarexpress@mnr.org.uk.

Question 17

Customer Services/Support

Accepted Answer

How do I contact customer & support service?

Please read through the FAQs, we have provided answers for all the regular enquiries we receive. If you need to contact us please do so via email to polarexpress@mnr.org.uk.

We aim to respond to all emails within 7 working days, not including bank holidays (this is subject to change).

Please note that we do not offer any kind of telephone support, all enquiries must go via the email address.

Question 18

Where do the event profits go?

Accepted Answer

This event is run by The Mid-Norfolk Railway (Trading) Ltd. All profits from the event are used to further the aims of The Mid-Norfolk Railway Preservation Trust, which is a registered charity and also a company limited by guarantee. Company number: 3037014 Charity number: 1046931.

The Trust and its volunteers use the proceeds of the event to restore, maintain and improve the Mid-Norfolk Railway between Wymondham-Thuxton-Dereham-North Elmham and County School.

Learn more about the railway at: www.midnorfolkrailway.co.uk

Question 19

When will tickets be available for Christmas 2027?

Accepted Answer

Tickets for The Polar Express™ Train Ride 2027 are likely to be available in Spring, follow us on Facebook, Twitter(X) and Instagram to find out when they go on sale.

You are also welcome to follow our mailing list by clicking here.

Frequently Asked Questions

Ticket Information

What's the difference between Premium, Deluxe and Standard seats?

Refund, Cancellations and Alterations Policy

Ticket Protection

How long does the experience last?

How to Prepare for The Polar Express™ Train Ride

How To Get Here / Parking

Cookie and Hot Chocolate Allergy Information

How does The Mid-Norfolk Railway Polar Express™ Train Ride ensure a comfortable and safe experience for event attendees in relation to sound levels?

Is this event accessible to those with disabilities?

Is the event Autism Friendly?

Is the train pulled by a steam engine?

Does the train move or is it stationary?

Are animals allowed on The Polar Express™?

What if we are unable to run trains because of government restrictions?

I have not had an email confirmation?

Customer Services/Support

Where do the event profits go?

When will tickets be available for Christmas 2027?