Where does the train depart from?
All THE POLAR EXPRESS™ Train Rides Staffordshire depart from Froghall Station, Froghall, Stoke-on-Trent, Staffordshire ST10 2HA
How long does the journey last?
The actual train ride lasts around an hour; however, we suggest you allow 1.5 hours for the whole experience.
What dates does the train ride operate?
Our 2024 season starts on the 16th of November and runs on selected dates until the 23rd of December.
How much do POLAR EXPRESS™ Train Ride Staffordshire tickets cost?
Our Polar Express Train Ride ticket prices range from £22.95 to £49.95 per person, with children under the age of 2 travelling for a flat fee of £3.00.
How can I buy a ticket?
All tickets are sold online via our website. Please visit: churnetvalleyrailway.co.uk/polar-express-train-ride. You cannot book tickets via phone or in person.
What is the difference between Premium and Standard Class?
Standard Class
All passengers receive a hot chocolate drink, and freshly baked cookie along with the coveted silver sleigh bell – the first gift of Christmas. We will endeavour to seat those booking in parties of 6 or 8 opposite each other but you may be behind each other. If you do not book in groups of 4 (excluding babies on your knee) you may need to share your table with another group.
Premium Class
You receive a hot chocolate drink, and a freshly baked cookie along with the coveted silver sleigh bell – the first gift of Christmas. In addition, you receive the Limited Edition POLAR EXPRESS™ Souvenir Ceramic Mug. These are redesigned each year and cannot be purchased online or in the shop. Each booking will also receive a POLAR EXPRESS™ Train Ride bag in which to carry your Limited Edition mug.
Under 2 tickets – child on knee
Babies are those aged 24 months and under at the time of the event. If you select any baby tickets, they will not receive a cookie or hot chocolate drink, but they do get a coveted silver sleigh bell – the first gift of Christmas. All babies have to travel on the knee of an adult as they will not be allocated a designated seat on THE POLAR EXPRESS™ Train Ride.
Can we link bookings and sit together?
You can link bookings together but this must be done at the time of the second booking. We cannot link bookings over the phone or email. It is important you get the correct name and booking reference number before you attempt to link a booking.
What are the seating arrangements?
Our coaches are from the 1950's – the seating arrangements are fixed by virtue of tables, and aisles as well as internal partitions within our coaches.
We will endeavour to always sit customers around a table or across an aisle. However, there will be instances where bookings will be sat back-to-back.
Cookie & Hot chocolate allergy information
When you make your booking, please select the relevant allergens. We will do our best to accommodate all allergies, however we cannot guarantee this.
You are more than welcome to bring an alternative drink and cookie with you for any member of your party who have allergies.
Do we have to wear PJ's ?
PJs are optional, but it adds to the magic of the event when everyone is cosy in their PJs and dressing gowns. The train is heated, but make sure to dress warm underneath. We don’t want you freezing on the platform.
What happens if I lose/have lost my tickets?
If you have lost your tickets these will not be resent. Therefore, on the day of the event, you must be able to produce your order confirmation either on your smart phone or print out the order confirmation and bring it with you. (Please arrive in plenty of time to allow our staff to process your boarding of the train).
If you can’t find the order confirmation in your inbox, please check your spam folder. If you are still unable to find your confirmation email, please contact us.
Can I make any changes to my order?
There is a £25 fee chargeable should you need to make any changes to your order. This includes, but is not limited to, Name, Address, Date, Time etc. You will not be able to make any changes to your order after the 1st September 2024.
Can I purchase items from the event in the shop or online?
Due to the popularity of the event, we do not currently operate an online shop. The shop at Froghall station will be fully stocked and is worth a visit after The POLAR EXPRESS™ Train Ride. It is only available for ticket holders.
To avoid disappointment please order your souvenir books when making the booking. These will be posted to you with your ticket.
Is THE POLAR EXPRESS™ Train Ride hauled by a steam locomotive?
We aim to provide a steam locomotive for all our services. However, because of the ever-increasing age of our locomotives, occasionally, despite our best efforts, sometimes our locomotives are not available and we may have to substitute our booked locomotive for an alternative to ensure the experience goes ahead.
Do you have any compartments available this year?
We do not have any compartments available on our trains this year.
Is there any heating on the train?
Our train is fully heated.
How early should I get there?
You should allow ample time to ensure you arrive at the time printed on your ticket. We suggest 20 minutes before your departure time. The trains will depart promptly so please do not be late or you will miss your train. Our site will not open till 1300 on the day of travel.
Is there event parking?
Free event parking is around 6 minutes’ walk away from our station. If you require accessible parking due to a disability or health condition, please provide your blue badge on the day or Disability Living Allowance (DLA) or Personal Independence Payment (PIP) entitlement on arrival. You will be directed to the disabled parking area in the car park where an accessibility vehicle is available to ferry you to the station. After the ride please make yourself known to a staff member, who will arrange for the accessibility vehicle to collect you and return you to your vehicle.
Do we offer discount to carers?
If you are in receipt of the higher/enhanced rate of Disability Living Allowance (DLA) or Personal Independence Payment (PIP) benefits, we offer a 50% discount on the carers tickets.
Please contact us at enquiries@churnetvalleyrailway.co.uk with your order number and proof of entitlement so we can arrange a 50% refund of 1 ticket.
Are pushchairs allowed on board?
You are unable to take pushchairs and car seats on THE POLAR EXPRESS™ Train Ride. You will be required to leave them at the buggy storage point and our staff will look after them until you return.
Are dogs allowed on the train?
With the exception of service dogs, no dogs or animals are allowed on the train. Service dogs will need to sit under the table for the duration of the journey.
Is the railway suitable for guests with disabilities?
Churnet Valley Railways strives to be as inclusive as possible for all our rides and events. While there are some areas with uneven surfaces, our staff will gladly go out of their way to provide a fun, safe, and enjoyable experience to all. Please feel free to contact us. for more information regarding questions or request for guest with disabilities
Are there disabled toilets available?
Yes, we have toilets available for our disabled guests at Froghall Station. Should you wish to use the facilities please ask a member of staff who will be happy to guide you to them.
Can wheelchair users board the train whilst in their wheelchair?
Unfortunately due to the design of our heritage coaches we are unable to accommodate wheelchairs. If the wheelchair user is able to climb a step, and walk a short distance we can assist in boarding. Wheelchairs will be looked after by our platform staff until you return.
Pending Payment and No Confirmation Email
Unless you have gone through the entire booking process and reached the screen which says Payment Successful then we do not have your booking.
This is down to our fraud protection systems.
We have a security setting in our checkout that asks our payment provider Braintree to decline payments where the CVC check fails, or where the post code check fails. If your bank approves a payment where the check has failed, Braintree declines the payment at our end.
In summary, your bank has said the transaction is OK, our payment system said, no it’s not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your banks approval, not a payment. Hence why is it ‘pending’. The pending charge will disappear shortly if it has not already.
The tickets you tried to purchase are not saved for you. You will need to make a new order and a new payment to secure your tickets.
Our Refund Policy
Please visit https://www.churnetvalleyrailway.co.uk/refund-policy
