Frequently Asked Questions

What are the dates of the event?
TBD

What are the departure times of the event?
TBD
NOTE: not all dates have all departure times, please check “TRIP CALENDAR” for details.

What if I am late for the train?
The train will leave at the scheduled departure time. It is your responsibility to arrive on time for your trip. To avoid disappointment we recommend you leave plenty of traveling time and plan on arriving at least 20 minutes before your train leaves. Ensure you check ahead for anything that may delay you, such as road works/closures traffic and weather. If you miss the departure of your train we will be unable to seat you on an alternative departure and will not issue a refund.

What is at the station?
The  Polar Express™ station includes a parking area, a ticket office, gift shop, barbeque, restrooms, and a boarding area.

What food and beverages will be available?
On board the Polar Express™ chefs will serve cocoa and cookies to all passengers. There is also a barbeque on the station platform with burgers and beverages.

Are there souvenirs and gifts?
A Polar Express™ Gift Shop loaded with ornaments, toys, t-shirts, and souvenirs will be open for business during the event. It is located at the Train Station. Make sure to stop by and shop for holiday gifts and memorabilia from your ride aboard The Polar Express™.

What happens on the train ride?
Passengers are invited to wear their pyjamas on the train just like in the movie! On board the passenger cars are festively decorated for the holidays. The Conductor will welcome everyone aboard and punch each passenger’s train ticket. En route to the North Pole the book The Polar Express™ will be read and music from The Polar Express™ movie will be played. Passengers are served hot chocolate and cookies by dancing chefs. Upon arrival at the North Pole Santa Claus and elves are visible waving to the train  as passengers watch from aboard the train. Santa Claus and elves then board the train. Elves will be in each train car and will entertain passengers and lead them in singing Christmas carols. Santa Claus will move through each train car and greet each child, giving them their own personal silver sleigh bell.

How long does the ride last?
The train ride lasts 1 hour from the time the train departs the station until it returns. Allow extra time for parking, visiting the gift shop,  and enjoying the train station.

Where does the train go?
The train departs from the station and travels towards the North Pole on a round-trip journey. Passengers are inside the train cars for the entire activity.

Where is the North Pole?
To maintain the holiday magic the location of the North Pole is not disclosed.

Will everyone in our reservation be seated together?
Yes, as long as your group is all booked in one reservation, you will be assigned seats together.  Depending on the size of your group, your reservation may require more than one section, in which case you will have seats assigned across the aisle or directly behind or forward of your main location.

What are the differences between the classes of service?
The Polar Express™ at the Dartmoor Railway offers three classes of service for our guests to select seats. All classes are in comfortable, heated cars and include a visit from Santa.
Premium Class is our premium offering with large, comfortable seats at a table for four that features wide windows for viewing the North Pole. All Premium Class guests will receive a souvenir Polar Express™ mug served with Hot Chocolate and a Cookie. All Premium Class children receive a shiny golden ticket and a sleigh bell from Santa! Seating in Premium Class requires the purchase of an even number of seats. Premium Class seats are located on one side of the Premium Class aisle, while the Tables for Two are on the other side of the aisle.
Premium Class Table for Two is our alternate premium offering with large, comfortable seats at a table for two that features wide windows for viewing our stop at the North Pole. All Premium Class guests will receive a souvenir Polar Express™ mug served with Hot Chocolate and a Cookie. All Premium Class children receive a shiny golden ticket and a sleigh bell from Santa! Seating in Premium Class Table for Two requires the purchase of an even number of seats.
Standard Class has seating in quality standard class carriages with tables. These consist of tables seating four. All Standard Class guests will receive Hot Chocolate and a cookie. All Standard Class children receive a shiny golden ticket and a sleigh bell from Santa.

Can the train accommodate wheelchairs?
We have limited locations for wheel chairs in our Standard and Premium Class cars. Please call a representative at 08000 2323 83 to book your tickets. Explain your specific needs and we will do our best to accommodate you.

What if my child has food allergies?
We cannot insure that our special cocoa and cookies do not contain ingredients that your family member may be allergic to. Guests are welcome to bring their own snack option for a family member with allergies.

How do buy I tickets?
You can purchase tickets online or with our toll free number 08000 2323 83. Representatives are available 7 days a week from 1 pm  to 1 am GMT. Any unsold tickets will be available at the depot on a first come, first served basis. Everyone attending must have a ticket, including children sitting on your lap under the age of two (a ‘babe-in-arms’ ticket can be obtained from our reservation agent or online.)

Will my tickets be mailed to me?
We do not mail out tickets. All tickets may be picked up at the Will Call table at the Train station the same day of the event prior to your departure.

How much do tickets cost?
TBD

What are the age classifications for ticketing?
Child: age 2- 12; Adult: age 13 and up; Lap Baby: age under 2, held on adult lap. Children older than 2 will not be permitted to travel on an adult and lap baby ticket.

What should we wear to the event?
Sturdy shoes with closed toes are best for train safety. (No slippers, open-toed shoes, sandals, or flip flops) We encourage each child to wear pajamas just like in the book. It’s quite common for all members of the family to enjoy the Polar Express™ in pajamas; you’ll be amazed at how much fun it is to get Dad and Grandpa to join in!

What should we bring?
This is a memory you’ll want to save so we suggest bringing a camera with a flash if you are riding an evening train due to the lighting conditions. During boarding guests will be outdoors so dress for the weather. Have your reservation number or confirmation email to present to the Will Call Clerk.

What is the address of the event?
Okehampton Station, Station Road, Okehampton, Devon, EX20 1EJ – View Map

What are the driving directions?
From the M5: Leave the M5 motorway signposted A30. Follow the A30 to the Okehampton exit. Follow the B3260 then follow Polar Express™ and Dartmoor Railway signage to car parking locations.

What parking is available and what is the cost?
There is ample parking at the Dartmoor Station.  We have a designated area for disabled parking for autos that display the proper badge, please follow parking lot signage. Parking is free of charge.

When should we arrive for the event?
Please arrive 45 minutes prior to your trip. This will ensure proper time to find parking, pick up your tickets and visit the Gift Shop.

What is the cancellation policy?
Unfortunately, due to the popularity of this train event, there are no refunds, reschedules or cancellations. Please be sure that when you make your reservation, you know exactly which date and which departure time you wish to secure. The train can depart in rain or snow. In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule

Are there any discounts?
We offer group discounts of 10% for Standard Class only for groups with a minimum of 25 riders paying with a single method of payment. Please see more Group information below.

Are there any refunds?
Unfortunately, due to the popularity of this train tour, there are no refunds, reschedules or cancellations. Please be sure that when you make your reservation that you know exactly which date and which train time you wish to secure. The train can depart even in rain or snow. In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule

What if the weather is bad and travel difficult?
Please prepare for winter or holiday road and traffic conditions!  The Dartmoor Railway is not liable for road closures or delays. This event will run no matter the weather.  In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule.

Are discounts available for groups?
We offer group discounts for Standard Class only for groups of with a minium of 25 riders paying with a single method of payment.

How many people qualify as a “group”?
A group needs to have a minimum of 25 ticketed passengers, babes in arms do not count towards this total. A babe in arms is a child under 2 years of age who sits on an adult’s lap.

Will all members of our group be seated together?
Yes, your group will be assigned an exclusive block of seats together. Tickets will be printed for these seats, but not assigned to individual members of the Group. This allows your group members to determine individually which seats they would like to sit in during the ride. Please advise your group members to arrive early to ensure smooth seating aboard the train.

How do we make reservations for our group?
We have dedicated Representatives to accommodate your special Group needs. Please contact them by asking for a “Group Sales Representative” via the toll-free number listed below or email them directly at the dedicated email address listed below to make your reservation. We cannot currently book your Group’s reservations online. Please communicate directly with our Group Representative to be sure your reservation is given the attention it requires.

Group Reservations:
08000 232383 – ask for a Group Sales Representative
Groups@PremierRails.com

Will the tickets be mailed to us?
We do not mail out tickets. All tickets should be picked up at the Ticket Windows at the Train Station the same day of the event. Group tickets will be bundled together for your Group Leader to pass out and assign the seating for group members within their designated seats. Will Call opens at 4 pm on the days of departures.

How do I contact customer service?
Call toll free: 08000 2323 83 to our resevations system which is available 7 days a week from 1pm to 1am GMT. Make the correct selections for the Dartmoor Railway.  Alternatively, you can reach them by email at CustomerService@PremierRails.com

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