Do we need a reservation?
YES, in order to ensure that you are able to travel on your desired dates, please make your reservations early. Tickets tend to sell out early!
What if I need to cancel?
Unfortunately, due to the popularity of this train event, there are no refunds or cancellations. Please be sure that when you make your reservation, you know exactly which date and which departure time you wish to secure. Please note that the train will depart in rain or snow. In the unlikely event the train is unable to operate, you will be notified immediately and given a complete refund or the opportunity to reschedule.
What if we miss our trolley?
Departure times for your ride on THE POLAR EXPRESS TROLLEY RIDE are exact. Missed trolley rides cannot be taken later. We suggest you arrive at least a ½ hour prior to your departure time to allow for parking and checking in. The pre-boarding show will begin at the time of your reservation.
If the date we want is sold out, is there a waitlist?
Due to the non-refundable ticket policy, we do not keep a waitlist for sold out dates.
What is included?
All ticket holders receive hot chocolate and a delicious cookie. Each child reserved will receive their first gift of the Christmas season (Lap children are excluded)
Can I purchase tickets for The Polar Express Trolley Ride over the phone?
Yes, tickets can be purchased over the phone by calling our office: 631-369-3031
How do I receive my tickets?
The Train Depot is located within the All Star Bowling Alley. Upon arrival, please check in at the window. You will receive your golden tickets and instructions on boarding your trolley.
How can I guarantee that I will be sitting with my friends?
Groups wishing to sit together should book together as a group. Separate reservations cannot be guaranteed to be placed on the same trolley.
How long is the experience?
The entire experience once you have boarded the trolley is approximately 1 Hour and ½.
What time should I arrive?
It is suggested that families arrive at least a ½ hour prior to their scheduled departure time. This will allow time for parking and the check in experience.
Is there food available for purchase?
Smitty’s All American Grill (Located in The All Star) is a full-service restaurant available on premises for you to enjoy before or after your experience. All ticket holders of THE POLAR EXRPRESS TROLLY RIDE will receive 10% off their dinner. Simply show your ticket to your server.
What if someone in my party has a food allergy?
Guests with allergies or diet restrictions are allowed to bring their own snack or beverage onboard the trolley. Please contact our office directly so that we can make a note of it.
Is there access for persons with disabilities?
Limited space is available for persons requiring wheelchairs or other assertive devices. Please be sure to mention this when purchasing your tickets to the event. If you need any assistance pre-boarding the train, please inform the Reservation Agent when booking your tickets. Please remind us at the ticket window and a staff member will assist with pre-boarding your group.
If you require special accommodations, please notify us in advance of your visit by emailing us via the “contact us” page on our home page, or calling our ticket sales phone number: 631-369-3031
What happens if weather conditions are bad?
Adverse winter conditions are possible. Please check weather conditions prior to your visit and dress accordingly. THE POLAR EXPRESS TROLLEY RIDE will operate as scheduled, regardless of weather. If extreme circumstances occur, we will contact all booked passengers.
Do you sell official Polar Express merchandise?
Official merchandise for THE POLAR EXPRESS TROLLEY RIDE is available for purchase on-site in the Train Depot. We are also excited to offer pre-ordering this season! Pre-ordered merchandise can be added to your online reservation and picked up from the gift shop on the evening of your reservation. *Please bring your confirmation email with you to pick up your item(s)
Is there a fee for parking?
Parking is free!
The Train Depot is located through the East entrance of Smitty’s All American Grill (Located in The All Star)
Will my infant need a ticket?
No. Children two and under do not need a ticket. They must be seated on an adult’s lap while on the trolley. Infants cannot be placed in a carrier or car seat on the trolley, they must be held.
Can I drive my car to the North Pole?
Parents with infants that wish to follow the trolley to the North Pole may do so. The location will be given at the time of check in at the Train Depot only. Cars must follow behind the trolley and leave the North Pole at the same time to return to the Train Depot.
What should we wear to the event?
We encourage passengers to wear pajamas just like in the book. It’s quite common for all members of the family to enjoy THE POLAR EXPRESS™ Train Ride in pajamas; you’ll be amazed at how much fun it is to get Dad and Grandpa to join in! CHECK THE WEATHER and bundle up accordingly.
Will my child get to meet Santa?
Each child will get a chance to visit with Santa to receiver the first gift of the Christmas season.
Are there restrooms available during the event?
Restrooms are available for your use at both the Train Depot and the North Pole. There are no restrooms available onboard the trolley.
- THE POLAR EXPRESS and all related characters and elements © & ™ Warner Bros. Entertainment Inc. (s22) Based on THE POLAR EXPRESS book and characters © & ™ 1985 by Chris Van Allsburg. Used by permission of Houghton Mifflin Company. All rights reserved.