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FAQs

  • How to Prepare for THE POLAR EXPRESS™ Train Ride

    What should I wear for THE POLAR EXPRESS™?

    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 tickets and order confirmation! You will need your golden ticket to board THE POLAR EXPRESS™ so don’t forget this! These will have been posted to you, if you haven’t received yours see the tickets FAQ for details.

    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 Twitter and Facebook profiles too so we can share the magic!

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

  • How To Get Here / Parking

    When should we arrive for the event?

    We recommend you arrive at Dereham Station (where you will check-in) 20mins to 30mins prior to the time on your ticket.

    Where do I park?

    Premium Ticket Holders for THE POLAR EXPRESS™ Train Ride Event should use the postcode NR19 1DF and then look for the signposts for the Mid-Norfolk Railway.

    Standard Tickets Holders should use one of the free public car parks in Dereham – Theatre Street NR19 2EN, Cowper Road NR19 2AN or Commercial Road NR19 1TR.

    Where can those with disabilities park?

    There is parking available for disabled guests (Blue Badge holders only) at Dereham Station. However, this is extremely limited and we therefore ask you to contact us prior to the day of the event.

    Remember, it’s December!

    As the event takes place in 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.

  • Tickets

    How can I buy tickets?

    All tickets are sold online. You cannot order tickets via phone or in person. We accept all major credit and debit cards as payment and we use WorldPay as our payment processor.

    What is the cost for tickets?

    Standard Class: £23

    First Class: £36

    To find out more about our ticket classes please see here.

    Are there discounts available?

    Due to the popularity of the event, there will be no discounts.

    What is the classification for tickets?

    Adults are 16 and over.

    Children are 2 years old to 15 years old.

    Children under 2 years can travel for free but must be held on an adult’s lap at all times when on the train. Proof of age may be asked for on the day.

    Are tickets sent to me in the post?

    Yes, we aim to post tickets less than 2 weeks before the event. However, we will not post tickets if you have purchased them within a week of the event. In that situation, you must print your order confirmation / e-ticket and present this on arrival.

     I have lost my tickets.

    If you have lost your tickets these will not be resent. Therefore, on the day of the event, you must print and show your 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 Children Only and mugs to all premium only passengers.

  • Availability

    Can the train accommodate wheelchair users?

    Unfortunately, due to the nature of the heritage carriages that we use, we are unable to accommodate wheelchair users on the train. If a wheelchair user is able to transfer to the train and use the provided seats we would be happy to accommodate them and we would be happy to store their wheelchair at Dereham Station during the journey. We are sorry for this inconvenience.

    Is the railway suitable for guests with disabilities?

    Whilst we are a heritage railway, we aim to try and accommodate those with disabilities as best as we can. All our platforms are surfaced to be easy to walk on. Do please be aware there are some areas where the surface is slightly uneven.

    Are there disabled toilets available?

    Yes, we have toilets available for our disabled guests. Should you wish to use the facilities please be sure to ask a member of staff who will be happy to guide you to them using the most efficient method.

    Are there baby changing facilities available?

    Yes, we have baby changing facilities in the Disabled Toilets.

    Is there any parking for guests with disabilities?

    There is parking available for disabled guests (Blue Badge holders only) at Dereham Station. However, this is extremely limited and we therefore ask you to contact us prior to the day of the event.

  • Email Confirmation

    I have not had an email confirmation?

    Sadly our emails are blocked and seen as spam by some email providers. Please email us by clicking here.

  • Refund & Cancellation Policy

    What is the cancellation / 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 selected when you booked. The train can depart in rain and snow. In the unfortunate event the train is unable to operate, you will be notified immediately and given a complete refund or the opportunity to reschedule.

    Under the discretion of the management should a refund be issued a fee of £10 will apply and will be removed from the refund. The booking fee is also non refundable.

    Seating

    Our carriages have seating arranged in 4’s around a table, if you do not book your tickets in multiples of 4 due to high demand for seats it is possible you will not be sat with your family around a table. Likewise, bookings of odd numbered seats could see you split up. We offer to do our best in seating people together but this may not always be possible.

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

    As the event takes place in 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. Please leave plenty of time for you to travel safely to us.

    Full Terms

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