Frequently Asked Questions:


Q. What is THE POLAR EXPRESS ™ Train Ride?

A. THE POLAR EXPRESS™ Train Ride leaves Birmingham Moor Street station and takes place on board heritage carriages hauled by a real steam engine. The performance offers the magic and charm of the 2004 motion picture THE POLAR EXPRESS™ theatrically re-created so that you and your guests can immerse yourselves in the sights, sounds and intrigue of this classic children’s tale.


Q. Are the seats the same price for adults and children?

A. The prices are for a seat on the train ride and are the same for adults and children. Children 3 and under can travel for free if they do not occupy a seat but you must notify us when booking. Only one child aged 3 and under can accompany an adult. 


Q. Is there more than one class of travel this year?

A. No. All passengers enjoy the same level of comfort and performance, spend time with Santa and receive the same gifts including a bell and an exclusive ceramic mug. One THE POLAR EXPRESS™ bag per two people is also provided to carry home your mug and bell . In 2018 lower priced seats were available but they were cheaper because passengers did not receive the on board gifts which are being included this year.


Q. When and how will I receive my Golden Tickets?

A. Your Golden Tickets, seat reservations and confirmation of finalised train ride times will be available 7 days before your performance. 

If you selected to pick them up from our Ticket Office located in Selfridges, Birmingham you chose a date for collection from the calendar provided when booking.

If you choose to have them sent to you via post (an additional charge of £2.95 will apply), we will send them to you 7 days prior to the performance.


Q. What time should we arrive at Birmingham Moor Street station?

A. The finalised train ride times will be provided with your Golden Tickets and seat reservations. We recommend that you arrive 15 minutes before your train ride time. 


Q. How long is the performance?

A. The whole performance takes place on the train. The performance is scheduled to last approximately one hour.


Q. Does the train move during the performance?

A. Yes - we take you on a train ride to see Santa!


Q. What is the best way to travel to Birmingham Moor Street station?

A. The station is best reached by public transport. Many of West Midlands bus services stop adjacent to the station; both West Midlands Railway and Chiltern Railways serve the station.


Q. Can I park my car at the station?

A. Birmingham Moor Street station does not have a dedicated car park, but is easily accessible from the Selfridges & Bull Ring public car parks. During the holiday periods, these usually remain open until 11:00pm but please check locally. Please be aware that during the holiday period, these car parks and traffic around them gets extremely busy and additional time should be allowed so you do not miss your performance.


Q. If I miss my performance, can I get on the next one?

A. No. All seats are reserved on each train ride.


Q. Can you accommodate persons of limited mobility?

A. We want our services to be accessible to all and are happy to provide additional assistance where it is needed and we are able to.  However, we operate vintage rolling stock and in many cases are unable to accommodate passengers with serious disabilities or mobility problems. We cannot carry wheelchairs.

If such issues affect you, please contact us by email at Bookings@ThePolarExpressBirmingham.com before you book your journey. Further information is provided in our Disabled Persons Protection Policy (DPPP), a copy of which can be found at www.vintagetrains.co.uk 


Q. Can my child travel for free?

A. Children 3 and under can travel for free if they do not occupy a seat but you must notify us when booking. Only one child 3 and under is permitted to travel per adult.


Q. We are a large party. Will we all be seated together?

A. Seating is arranged in 4’s or 2''s around a table on either side of the aisle. If you do not book your seats in multiples of 2 or 4, due to high demand, it is highly likely your group will be split up. Likewise bookings of odd numbered seats could be split across two tables and an aisle. We do our best to seat people together but this may not always be possible.

Parties of five or more will be seated as near to each other as possible with priority given to earliest bookings.


Q. Will we have reserved seating?

A. All passengers aboard THE POLAR EXPRESS™ will have assigned seating. Seating is defined by Coach letter (A to H), Seat number (1 to 31) and the direction of the outward journey.


Q. One of my party has food allergies. Can you supply alternate cookies or dairy free hot chocolate?

A. Certain severe allergies (including nut) cannot be accommodated. If you or any of your party has an allergy please let us know in advance. We are only able to offer gluten-free cookie alternatives or a dairy-free (soya only) hot chocolate alternative. When at the checkout please enter the information into the “Additional Information” box. We cannot provide alternatives on the day unless you have pre-ordered them in this way. If you have any questions regarding allergies, please email: Bookings@ThePolarExpressBirmingham.com


If you have any questions not answered here, please email us at Bookings@ThePolarExpressBirmingham.com