FAQs

The event takes place in Buckfastleigh Station at South Devon Railway.

Parking is £5 per car for all guests. Guests who have purchased a car park ticket will find it attached to their e-ticket. Please make sure your car park ticket is shown on your dashboard or be prepared to show it on a device.

If you have not pre-booked parking, you can pay at the gate at £8 per car, cash only. Correct change is appreciated. We strongly encourage you to car share.

The event takes place in Buckfastleigh Station at South Devon Railway.

Guests who have purchased a car park ticket will find it attached to their e-ticket. Please make sure your car park ticket is shown on your dashboard or be prepared to show it on a device.

If you have not pre-booked parking, you can pay at the gate, cash only. Correct change is appreciated. We strongly encourage you to car share.

Parking is at the railway with timed entry. This will be shown on your e-ticket.

Our address: South Devon Railway, Dartbridge Rd, Buckfastleigh, Devon, TQ11 0DZ

What3Words users can use the following to find the entrance to the Railway: ///influence.bookmark.provide

Please note there is a height restriction of 8 feet / 2.4 metres.

We ask you to leave the motorhome at home as parking is limited.

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.

PNP Events and South Devon Railway are 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, traffic delays or any other reason beyond our control.

Parking is at the railway with timed entry. This will be shown on your e-ticket.

Our address: South Devon Railway, Dartbridge Rd, Buckfastleigh, Devon, TQ11 0DZ

What3Words users can use the following to find the entrance to the Railway: ///influence.bookmark.provide

Please note there is a height restriction of 8 feet / 2.4 metres.

We ask you to leave the motorhome at home as parking is limited.

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.  

PNP Events and South Devon Railway are 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, traffic delays or any other reason beyond our control.

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

Our carriages have seating arranged in 4’s around a table or in pairs. 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.

Unfortunately due to the popularity of THE POLAR EXPRESS™ Train Ride event we are unable to offer any cancellations, refunds, or reschedules after the 30th September, therefore please be sure you can attend on the dates/times selected when you book. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a refund or the opportunity to reschedule.

You are only liable for a refund should we fail to to run the event. There will be NO refunds for guests missing the train or arriving late or who miss the train due to but not limited to, illness, poor weather, vehicle breakdowns, public transport, acts of God and anything covered in the Events Outside Our Control.

If you decide to cancel your order up to 30th September, we will offer this at our discretion only. Up until the 1st of September a £15 admin fee is applied to all cancellations up to this date and service charge and ticket protection is non-refundable in any circumstance. Between the 1st and 30th of September this will be subject to a 25% admin fee.

There will be NO changes to any tickets after 30th September.

We will consider extenuating circumstances for any cancellation requests after this date and may refund the order at our discretion. This will be subject to a 25% admin fee.

SERVICE CHARGE AND TICKET INSURANCE ARE NON-REFUNDABLE IN ANY CIRCUMSTANCE.

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

As the event takes place in winter please do prepare for the road conditions. No refunds will be given if you can’t get to us and the experience runs.

PNP Events LTD are 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. 

You are on board the train for approximately 1 hour.

We ask guests to arrive at the check-in time shown on your e-ticket.

Once your experience is over you can spend as much time in our gift shop as you wish but we tend to find guests spend around 15min here before leaving.

Your E-tickets will be sent out to you one week before you’re due to visit us.

If you have selected to receive your Souvenir Golden Tickets via post, available during checkout, these will be posted to you in November. In the unfortunate event that they don’t arrive you will be able to collect them from Customer Services on the day.

THE POLAR EXPRESS™ Train Ride will depart from South Devon Railway, Dartbridge Rd, Buckfastleigh, Devon, TQ11 0DZ

Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for any number of covered reasons, including illness, travel delay, adverse weather conditions and more.

Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/ Please ensure the policy meets your needs before purchase.

Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. The Ticket Protection is non-refundable in any circumstance.

Ticket Protection can only be purchased when making a booking. It cannot be added retrospectively

Yes, we schedule a steam engine to pull THE POLAR EXPRESS™ Train Ride. The only time we won’t is due to circumstances beyond our control, where we reserve the right to use a substitute engine as required to ensure the event continues.

Yes, the train does move. You will be on-board for approximately 1 hour. There may need to be movements backwards and forwards due to caribou or frozen lakes.

Whilst we attempt to run the event as close to THE POLAR EXPRESS™ Train Ride experience as possible we may need to, at short notice and due to technical or mechanical problems, make operational changes to enable the event to continue to run. This may include substituting a diesel locomotive or running the show on a static train.

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 elves with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket.

We currently do not offer blue light, military or any other form of discount.

Unfortunately, due to the limited space on our heritage carriages, neither pushchairs or the car seat sections are allowed on board. Please leave them on the platform where our marshalls will look after them until you return.

Unfortunately, pets are not allowed on board. Service animals / assistance animals who have been trained are welcome to join us. Please speak to a member of staff on arrival if you require any assistance or reasonable adjustments to help you in your visit.

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™ Train Ride, children love it and why not Mums, Dads, Granny and Grandpa too? 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. The British winter weather is not kind to fluffy slippers

Our THE POLAR EXPRESS™ Train Ride shop is available before and after the Train Ride and is for ticket holders only. We also operate our online shop North Pole Trading https://northpoletrading.co.uk/ where are able to purchase a range of THE POLAR EXPRESS™ Train Ride items throughout the year.

When making your booking with us, if you did not reach the “Thanks for your Order” page at the end of your booking and did not recieve an email confirmation from us then unfortunately it is likely your booking has failed. You may however, see a pending payment with your bank. This can be due to a number of reasons, but is likely because our payment provider declined the transaction often based on a security check, usually a CVC or Address mis-match with your bank. The pending payment will be released from your bank usually within a few hours / days and varies bank to bank.

If you did however reach the “Thanks for your Order” Page, then it is likely your booking has been confirmed and your lack of email confirmation is often due to it being sent to spam / junk mail. If you are unable to find your confirmation please contact us at customer services

How do I contact customer service?

If you need to contact us please do so by clicking here. Our elves aim to respond to all queries within 3 working days.

Please remember to check your spam boxes for our reply as sometimes our elf mail ends up in there.

Please see our Terms and Conditions

Terms and Conditions