Covid-19: Protecting our guests and employees

PNP Events has been working hard to prepare for the Polar Express train ride for 2020.

PNP Events is a family-run company. We run our events because we enjoy seeing the smiling faces of all the children (0-110 years) on our trains.

Our main priorities are to ensure that our guests and staff are safe, and have an amazing time.

We are writing to you to inform you about the steps we are putting in place to keep our customers, staff and onboard staff safe – and the behaviour we require from our guests.

We acknowledge that this is an exceptional year for all of us, and customers who bought tickets earlier in the year, with a hope that the pandemic may have gone by now, may have doubts about wanting to travel with us this year. Please take the time to read all the information contained within this document. If you are in any way doubtful that you wish to travel this year or don’t feel able to comply with the guidance, please contact us and we will arrange a transfer of your tickets to 2021 on the same day/time.

(NB Anyone who has a 2 year old in 2020 will be able to still travel with their child on their lap, or pay for a child seat if they prefer.

Before you travel

Tickets must be pre-booked

Tickets are only available to buy in advance. If you do not have a booking you will not be allowed in the event. Please bring your tickets and letter with you. 

Tickets will be posted to you in November.

No spare seating

There are no emergency seats this year. Please ensure that you are travelling to us on the correct day, and arrive in your designated window, as we will be unable to move you to another train on the day.

If you think you have missed the train or have arrived on the wrong day, please contact us on the emergency phone number quoted on your ticket letter before leaving home or from the car park.

Bring a suitable face covering

All passengers will be required to wear a face-covering if you are over 11 in the following areas of the event.

  • On any park and ride bus (currently only Wensleydale in Yorkshire)
  • In any enclosed areas on site.
  • In any areas where maintaining 2m social distancing is not possible.
  • When on board the train.

All of our staff will be required to wear a face covering, our cast members onboard the train will wear clear masks/face
coverings where possible.

Refrain from visiting if you begin displaying symptoms of COVID-19

Please do not travel if you are displaying any of the symptoms of Covid-19.

If you did not take out insurance, we will transfer your tickets to next year if you are unable to travel.

Otherwise please claim on your insurance and let us know.

On arrival

Temperature check

All passengers will have their temperature checked before being allowed in the event.

Anyone who displays a high temperature (above 37.8c) will be given 5 minutes then a second reading will be taken.

If anyone in your party is showing a high temperature after the second reading the entire party will be refused entry.

If your party is refused entry due to a high temperature you will receive an information card outlining your options for moving your booking to next year.

NHS track and trace

There will be posters/signs showing the NHS track and trace QR code on your arrival to the event.

We will be asking all our guests to please scan the track and trace QR code on using the official NHS Covid-19 App.

The app is available from the Google Play store free of charge for Android users and the App Store for iOS users.

Event ticket checkin

All tickets will be scanned when checking in. Please be aware that is important that you bring your letter / email along with your gold tickets as the letter will be used to check you in and provide you with seats.

If you are collecting your tickets please go to the information point with your order number and QR code ready which is shown on your email.

By checking in you confirm…

By checking in you confirm that you and your party are:

  • NOT in isolation following contact with someone with COVID-19.
  • Have NOT received a positive test result in the
  • previous 10 days.
  • NOT Travelling from an area with travel restrictions preventing you from leaving the area.
  • We can use the information about your party for track and trace.

The Event

Arrival area

Our arrival area will be an open-sided marquee to protect you from the elements whilst maintaining appropriate airflow.

The marquees will also not be heated this year so please dress appropriately and wear sensible footwear.

Each carriage will have its own
designated waiting area.

On board the train

On board the train our Chefs will continue to dance and serve, Hot Hot Hot Chocolate whilst wearing masks and gloves when appropriate.

Hand sanitiser will be available on each table and we encourage all our guests to use it.

All guests over the age of 11 will be asked to wear a mask. This may be removed when drinking or eating.

Groups of separate households or support bubbles will be sat separately and will not share tables.

Santa will be on board to say hello to all our guests however, we ask that there is no physical interaction with Santa and to keep him safe he will be wearing a face mask / shield

Retail and Food

Our retail areas will be open before the show to allow you to buy souvenirs and takeaway food.

You will be able to leave the event without “exiting through the giftshop” if you wish.

We would encourage all of our guests to pay with contactless where available.

Social distancing

During the event, we will expect our guests to conform to any social distancing rules or guidelines.

We are operating on the following principles:

  • 2m Social distancing outside, in marquees or retail areas and on car parks.
  • 1m+ social distancing on trains.

Increased cleaning

Our site and trains will receive a deep clean each day.

Touchpoints will be cleaned between each departure.


As with our employees, we politely request that all our guests uphold the highest possible hygiene standards – through regular hand washing or the frequent application of hand sanitiser.

Hygiene stations will be available throughout the event and on the train.

We request that everyone sanitises on arrival and after boarding the train.

We are confident in our ability to stage a fantastic Christmas event for all our guests this year and we are looking forward to seeing each and every one of you.
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