F.A.Q.

PLEASE BE AWARE THAT THERE ARE NO SEATBELTS ONBOARD THE TROLLEYS

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 quickly!

What if I need to cancel?

Cancellations may be made until 7 days prior to departure date with a $20 fee. Due to the nature of this event, there will be no exceptions within the 7-day period. 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 Trolley will depart in rain or snow. In the unlikely event the Trolley is unable to operate, you will be notified immediately and given a complete refund or the opportunity to reschedule.

What are the differences between Value, Standard and Premium pricing?

The only differences between Value, Standard, and Premium departures are the dates and/or times of the rides. Lower demand departures are priced lower to offer those on a budget options and higher demand departures are priced accordingly. The event functions exactly the same on all departures and passengers will enjoy the same experience.

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 30 minutes prior to your departure time to allow for parking and checking in. The pre-boarding performance will begin 5 minutes prior to the scheduled departure time.

If the date we want is sold out, is there a waitlist?

Once a date and time slot sell out, a waitlist icon will appear next to the trip. Please use this icon to place yourself on the waitlist for the trips of your choosing.

What is included?

All ticket holders receive hot chocolate and a delicious cookie. Each passenger will receive the first gift of the Christmas season, the silver bell - just like in the book and the movie!

Can I purchase tickets for The Polar Express™ Trolley Ride over the phone?

Tickets for the Polar Express™ Trolley Ride are sold primarily online. If you require assistance during the reservation process, please contact our office at: 631-369-3031.

How do I receive my tickets?

All tickets must be picked up in person, no less than 15 minutes before scheduled departure time from the trolley depot. The Trolley Depot is located within the All Star Bowling Alley, through the "Smitty's All American Grill" entrance. Upon arrival, please check in at the ticket window. You will receive your golden tickets and instructions on boarding your trolley. Please keep your ticket handy as it will be needed for boarding.

How can I guarantee that I will be sitting with my friends?

During the booking process, please pay attention to the trip number. Each trip number represents a separate Trolley. Groups wishing to sit together should book 1 reservation 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 90 minutes.

What time should I arrive?

It is suggested that families arrive at least 30 minutes prior to their scheduled departure time. This will allow time for parking and the check in experience. The pre-show performance will begin 5 minutes prior to scheduled trip departure time.

Is there food available for purchase?

Smitty's All American Grill is a full-service restaurant available on premises for you to enjoy before or after your experience. All ticket holders of THE POLAR EXPRESS™ TROLLY RIDE will receive 10% off their dinner. Simply show your ticket to your server. Please Note: Restaurant may be closed due to private events. If advance notice is given to us, we will pass this information along to all parties reserved for that event night through email.

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 Trolley, 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 Trolley Depot. We are also excited to offer pre-ordered gift bundles 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!

Will my infant need a ticket?

Yes. Children under two years of age are “Lap children” and free of charge, however they must check in at the trolley station to receive their golden ticket before boarding the trolley. Lap children 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 Trolley Depot only. Cars must follow behind the trolley and leave the North Pole at the same time to return to the Trolley Depot. Please note: Driver must be checked in and ticketed

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™ Trolley 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 receive the first gift of the Christmas season, the silver bell - just like the book and the movie!

Are there restrooms available during the event?

Restrooms are available for your use at both the Trolley Depot and the North Pole. There are no restrooms available onboard the trolley.