FAQ | THE POLAR EXPRESS (2024)

FAQ | THE POLAR EXPRESS (1)

Frequently Asked Questions

Frequently Asked Questions

FAQ | THE POLAR EXPRESS (2)

Please see the notes below for some important information on the 2024 season:

  • Ticket Availability:Due to the popularity of our event, many of our high-demand weekend dates fill to capacity shortly after tickets go on sale during the summer. Many guests see the date they want to ride is sold out and are discouraged from looking any further. Despite many popular departures selling out early, our robust schedule features dates in Nov. and on weekdays that have excellent availability well into the fall and winter. We encourage guests to consider these dates and follow our social channels for updates on ticket availability.
  • Showtimes: Event times listed on schedules and your confirmation email represent the official showtime and beginning of the boarding process. It is required that guests arrive approximately 40 minutes prior to their listed showtime. This allows time to park and check in at the Box Office.
  • North Pole: Based on feedback from our guests and a continued emphasis on improving the show inside the train, this year’s event will not feature an outdoor North Pole set. Santa will still board the train to greet passengers and present The First Gift of Christmas at the appropriate time during the show as he does at our other major market locations.

View our Price Calendar for a breakdown of our schedule and pricing tiers HERE.

2024 Coach Class Pricing

Value Departures: $55 Adult, $48 Child (2-11) │ Standard Departures: $68 Adult, $59 Child (2-11) │ Premium Departures: $79 Adult, $70 Child (2-11)

Additional ticketing service fee and local tax will apply. An $11 parking pass is required for each vehicle and your ticket confirmation will serve as your parking pass.

2024 First Class Pricing

Value Departures: $85 Adult, $78 Child (2-11)* │ Standard Departures: $85 Adult, $78 Child (2-11) │ Premium Departures: $93 Adult, $86 Child (2-11)

*Value Pricing only applies to Coach Class tickets.

Additional ticketing service fee and local tax will apply. An $11 parking pass is required for each vehicle and your ticket confirmation will serve as your parking pass.

View our Price Calendar for a breakdown of our different pricing tiersHERE.

THE POLAR EXPRESS™ Train Ride is truly something special and with the addition of our Sensory Friendly Train on Dec. 13th at 11:10am and 1:10pm, all families and children on the autism spectrum or other disabilities that create sensory disabilities have a unique and welcoming opportunity during the event.

The Sensory Friendly performance is the same as other performances, but with significant modifications to meet the needs of our guests. Changes include softer audio levels with limited startling or jolting audio effects, limiting strobe and flashing lighting effects, and the addition of normal car lighting on board. Some dialogue changes have been made to accommodate the interactions between the actors and guests.

THE POLAR EXPRESS™ Train Ride is truly something special and with the addition of an ASL interpretation of the show on Friday, November 22, 2024, at 5:25pm, all passengers who require an ASL interpreter are welcome to join us! A block of seats has been designated for the best viewing of the show and interpretation.

The ASL interpreted show is the same as other performances, but with the addition of a professional interpreter who is in costume shadowing the performers. If you’d like to book tickets for this departure, please use our CONTACT US form or contact a reservation agent at 973-419-6255.

If you would like to request a sign language interpreter for another departure, please use our CONTACT US form or contact a reservation agent at 973-419-6255. A Rail Events Productions team member will reach out to you directly to coordinate this service with you. This request must be made at least four weeks prior to your visit for a professional interpreter to be booked and trained on event specifics.

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 enjoy the same experience.

View our Price Calendar for a breakdown of our different pricing tiersHERE.

There are two classes of service on THE POLAR EXPRESS™ Train Ride in Whippany, NJ: Coach Class and First Class. Please visit The Ride for full information and photos of each.

Coach Class

Coach Class cars seat approximately 100 passengers inside of restored commuter coaches adorned in festive holiday decor. Seating is arranged in a 3-2 configuration with three seats on one side of the aisle and two on the other. Designated wheelchair spaces are located in select coaches and can be booked online by selecting the wheelchair space icon and adjacent companion seats as needed. For an enhanced experience, all seats face the center of the coach. Please review seating charts carefully when booking.

2024 Coach Class Pricing

Value Departures: $55 Adult, $48 Child (2-11) │ Standard Departures: $68 Adult, $59 Child (2-11) │ Premium Departures: $79 Adult, $70 Child (2-11)

Additional ticketing service fee and local tax will apply. An $11 parking pass is required for each vehicle and your ticket confirmation will serve as your parking pass.

First Class

First Class cars seat 48 or 54 passengers inside of beautifully restored 1940’s era coaches from the golden age of rail travel. First Class cars feature festive holiday decor, ample legroom, overstuffed reclining chairs in a 2-2 seating arrangement, and large windows. In addition to more comfortable accommodations, First Class passengers receive a collectible THE POLAR EXPRESS™ ceramic mug which is theirs to take home.

2024 First Class Pricing

Value Departures: $85 Adult, $78 Child (2-11)* │ Standard Departures: $85 Adult, $78 Child (2-11) │ Premium Departures: $93 Adult, $86 Child (2-11)

*Value Pricing only applies to Coach Class tickets.

Additional ticketing service fee and local tax will apply. An $11 parking pass is required for each vehicle and your ticket confirmation will serve as your parking pass.

For the most efficient purchase experience, we recommend booking tickets here on our website as our phone lines are extremely busy during periods of high demand. Once tickets have been released, reservation agents can be reached using the form on our Contact Us page or by calling 973-419-6255 during the following hours:

Monday-Saturday: 9:00am – 8:00pm

Sunday: Noon – 8:00pm

All times are EasternStandard Time.

Please leave a callback number as instructed if prompted by our phone system. An agent will return your call as soon as possible and the return call may come from an unfamiliar number or area code. Please only leave a callback number once. Leaving the same callback number again bumps you to the end of the queue.

Event times listed on schedules and your confirmation email represent the official showtime and beginning of the boarding process. It is required that guests arrive approximately 40 minutes prior to their listed showtime. This allows time to park and check in at the Box Office. Late arrivals will not be permitted to pick up tickets or board the train after the times listed below:

TheBox Office closes at showtime. Therefore, all boarding passes must be picked up prior to this time.

The Boarding Platform closes 10 minutes after showtime. Absolutely no passengers will be allowed to board after that time. This includes parties who previously picked up their boarding passes from the Box Office or passengers who have other members of their party already on the train.

View our Price Calendar for a breakdown of our full schedule HERE.

The entire experience in Whippany and on the train is roughly two hours in length. It is required that guests arrive approximately 40 minutes prior to their listed showtime. This allows time to park and check in at the station. The train ride itself is one hour in length.

TheBox Office closes at showtime. Therefore, all boarding passes must be picked up prior to this time.

The Boarding Platform closes 10 minutes after showtime. Absolutely no passengers will be allowed to board after that time. This includes parties who previously picked up their boarding passes from the Box Office or passengers who have other members of their party already on the train.

Parking is available a short distance from the station at 1 Railroad Plaza, Whippany, NJ. Parking passes should be added to your order during checkout and your ticket confirmation will serve as your parking pass. This lot is a short walk from the station and boarding area.

Whippany Station is located at 1 Railroad Plaza, Whippany, NJ. Parking for those with the proper disabled parking placard or plates is available adjacent to the station. If a member of your party has mobility issues but you do not have the proper disabled parking placard, passenger drop-off will be available at the station as long as a member of your party is available to move your vehicle to the parking lot.

Event Location:

THE POLAR EXPRESS™ Train Ride is a magical re-creation of the classic children’s story led by a cast of talented actors on board a real train. Have your golden tickets ready for the Conductor! Passengers are served hot chocolate and Walker’s Shortbread by dancing chefs, enjoy a reading of the classic book by Chris Van Allsburg, and receive the First Gift of Christmas after Santa boards the train to greet families. Performers engage passengers in caroling and fun holiday activities on the heartwarming trip back to the station.

FAQ | THE POLAR EXPRESS (3)

It was over one hundred twenty-four years ago that the Walker family started baking shortbread in the Speyside village of Aberlour, where they remain to this day.

Joseph Walker founded the company when he opened his village bakery in 1898; now it is his grandchildren and great-grandchildren that continue the tradition of fine baking that he started. In fact, the founder’s personal guarantee is still marked on every pack to confirm that Walker’s products are made with only the best ingredients obtainable. Though the Walker family have added many new products to their range during the last century, each and every one holds to those original values of quality and natural goodness.

As it always has been, our shortbread is made using only four ingredients: flour, pure creamery butter, sugar, and salt. We are proud to say that our products contain no artificial flavors, colors, or preservatives.

In its distinctive tartan packaging, Walker’s range of products is packed with Scottish character, both inside and out. The name Walker’s is recognized as a mark of excellence the world over, a true Scottish classic.

Visit the Walker’s Online Shopand use Coupon CodePEXNJ24 to save 20% on your next order of Walker’s Shortbread. Offer expires 12/31/24. Offer not valid on Sale Items.

FAQ | THE POLAR EXPRESS (4)

FAQ | THE POLAR EXPRESS (5)

A full range of exclusive THE POLAR EXPRESS™ gifts and keepsakes will be available for purchase at the event. The gift shop is located inside of Whippany Station, just steps away from the welcome tent and boarding area. Built in 1904, the beautifully restored station epitomizes a classic railroad structure of yesteryear and is the perfect place to do your holiday shopping before or after your ride.

FAQ | THE POLAR EXPRESS (6)

Is your family ready to arrive in style wearing matching pajamas this holiday season? Would you like to bring your own copy of the book to read along with during the trip? Exclusive, officially licensed THE POLAR EXPRESS™ pajamas, books, and DVDs are now available to order online prior to your visit! Whether you are attending our event or enjoying a fun THE POLAR EXPRESS™ party at home, hop on board with our new and unique products. Quantities on popular items are limited so order now and complete your holiday shopping before supplies run out.

We offer adorable matching family pajamas with iconic THE POLAR EXPRESS™ images that adorn both youth and adult sizes. Soft and cozy fleece styles will keep you warm on your train ride and throughout the season at home. Be sure to add the classic hardcover book and DVD to your order! Confirmed orders ship within 7-10 days.

Visit raileventsretail.com to shop now!

Yes. In order to offer the best experience for all guests, seating is assigned on board THE POLAR EXPRESS™ Train Ride. You will select your own seats during the online checkout process as you would on an airline. Please review seating charts carefully and note that all Coach Class seats face the center of the coach. First Class seats still face one direction as in the past.

All First Class seats face the same direction towards the front of the car. Coach Class seats face towards the center of the coach for an enhanced performance experience, so please study the seating chart below closely. Since the train travels and returns over the same tracks, all passengers will ride forward for half of their trip and backwards for the other half (or vice versa).

In order to accommodate expanded theatrical and narrative elements, cars with table and chair seating are not utilized in Coach or First Class. Please see the previous FAQs for more information on Coach Class and First Class seating.

It is recommended that reservations are made as soon as your group knows which date and time you would like to attend. Tickets are expected to sell out quickly for this popular event.

Groups of 20+ are eligible for an early reservation period when tickets must be booked over the phone at 973-419-6255. Please note that the name of each member of your party is required to complete the check-out process, so please have these prepared prior to speaking with a reservation agent.

To qualify for early access, group tickets must be booked in a single transaction and passengers must ride on the same departure with seats that are located together. Third-party vendors are not permitted to purchase group tickets for resale or to provide access to early booking. Group discounts are no longer offered.

Tickets cannot be added to or removed from a group order once placed. Upon arrival, a single member of the group is responsible for picking up all of the boarding passes and Golden Tickets from the Box Office. That person will then disperse those items to the rest of the group.

Passengers who require special ADA accommodations such as a wheelchair space may also book during this early access period.

Active-duty military members and first responders with the appropriate ID card are eligible for a $5 discount on each ticket (up to 10 tickets). To check out, please enter promo code HERO5 and select the applicable discount ticket product. Please note, the active-duty individual or first responder must be a member of the attending party and must present their valid service ID card for verification when checking in at the event. If the appropriate identification cannot be presented by this individual, you will be charged the difference in ticket price before being allowed on board the train.

Whippany Station and the train are wheelchair accessible, however, wheelchair seating is limited. Access to the train is provided by a mobile lift on the platform and space for wheelchairs is located in select Coach Class coaches. Unfortunately, due to the historic dimensions of our 1940’s era First Class cars, wheelchair seating is not available in First Class. It is also important to note that there are no wheelchair-accessible restrooms located on the train. However, there are wheelchair-accessible restrooms located on the event grounds.

Designated parking spaces for those with disabilities and the proper disabled parking placard are located directly adjacent to the station. Please notify parking attendants if a member of your party has mobility issues and requires a reserved space. If a member of your party requires wheelchair access, please select the designated wheelchair space and companion seats online or contact a reservation agent at 973-419-6255.

If a member of your party has a disability and requires a wheelchair space, please select the designated space/companion seats online or contact a reservation agent to assist with additional needs. These seats are comprised of a designated wheelchair space (no seat) and companion seats located across the aisle. It is important to note that there are no wheelchair-accessible restrooms located on the train. However, there are wheelchair-accessible restrooms located on the event grounds. For additional information on wheelchair access, please see the previous FAQ or contact a reservation agent at 973-419-6255.

We will have an ASL interpretation of the show on Friday, November 22, 2024 at 5:25pm. A block of seats has been designated for the best viewing of the show and interpretation. Our interpreters will be in costume and shadow the performers. If you’d like to book tickets for this particular departure, please use our CONTACT US form or contact a reservation agent at 973-419-6255.

If you would like to request a sign language interpreter for another departure, please use our CONTACT US form or contact a reservation agent at 973-419-6255. A Rail Events Productions team member will reach out to you directly to coordinate this service with you. This request must be made at least four weeks prior to your visit in order for a professional interpreter to be booked and trained on event specifics.

Rail Events Productions does not guarantee an allergen-free environment. Walker’s Shortbread and Nestle Hot Chocolate are served on the train. A complete list of ingredients is available below and at the Box Office for your review.

Walker’s Shortbread

Ingredients: Wheat Flour (Wheat Flour, Calcium Carbonate, Iron, Niacin, Thiamin), Butter (Milk) (32%), Sugar, Salt.

Allergens: Wheat, Milk. May contain tree nuts.

Suitable for vegetarians and Certified Kosher OUD.

Hot Chocolate

Hot chocolate ingredient list will be updated soon.

Train service from New York’s Penn Station, Hoboken, Newark, and points west to Morristown, NJ is available via NJ Transit’s Morristown Line. From Morristown, riders will need to take a cab or ride-share service approximately four miles to Whippany Station at 1 Railroad Plaza, Whippany, Hanover, NJ. For more information on train service, please visit www.njtransit.com

If you plan to take mass transit to the event, please allow ample time in case of delays and study schedules/maps carefully. THE POLAR EXPRESS™ Train Ride is not responsible for the on-time performance of mass transit. Trains will not be held for late arrivals and tickets are non-refundable.

A limited number of restrooms are available on board the train. Please alert a staff member if a member of your party needs to use the restroom, as they may need to be escorted to another car to access the nearest one. It is important to note that there are no wheelchair-accessible restrooms located on the train. However, there are wheelchair-accessible restrooms located inside of Whippany Station.

Children under age two may ride for free provided they are not occupying a seat and ride on an adult’s lap. A free infant ticket must be selected at checkout and the name of the child must be provided on the reservation. This is to ensure every passenger can be accounted for in case of an emergency.

Children under two receive a silver sleigh bell from Santa but do not receive a treat or hot chocolate.

Families are encouraged to wear warm pajamas just like passengers from THE POLAR EXPRESS™ book and film. Passengers will spend time on an unheated platform as they board and disembark from the train, so appropriate winter attire is also recommended.

Want to arrive at the event in style? Officially licensed THE POLAR EXPRESS™ Train Ride pajamas and the original book by Chris Van Allsburg are available for order at raileventsretail.com. Orders ship 7-10 days from the time of purchase.

The train follows a point-to-point route through woods and neighborhoods surrounding Whippany, NJ during its trip to meet Santa. This route includes several changes in direction that are incorporated into the one-hour onboard presentation.

Like sporting events, concerts, and other live events, tickets for THE POLAR EXPRESS™ Train Ride are not refundable. However, passenger names can be changed prior to the event by clicking the Customer Support Form in your confirmation email.

If event departures are canceled and trains do not travel from the station for reasons including (but not limited to) weather or mechanical issues, all passengers on affected departures will receive an option to ride a departure on a later date (based on space availability) or a full refund.

Changes to the date and time of a reservation can be requested but are subject to availability and pricing differences. If seats are available on another date/train, our reservation agents will do their best to accommodate your request. However, no guarantees can be made that your reservation can be changed. Please click the Customer Support Form in your confirmation email or call 973-419-6255 to initiate a date or time change request.

The purchaser must change the entire order to a single date and departure. The purchaser may not split off a portion of the order for a different date or time.

Name changes on tickets are allowed. Passenger names can be changed at any time prior to the event by clicking the Customer Support Form in your confirmation email or using the Contact Usform on our site.

Trains will continue to run in snow and other weather conditions. However, trains may be canceled or postponed at the Morristown & Erie Railway’s discretion due to weather or operational considerations. The event may also be canceled or postponed if major roads and freeways are closed near the event due to snow or natural disasters. Full refunds will be offered in these cancelation scenarios.

No. For the comfort and safety of all guests, pets and emotional support animals are not permitted on THE POLAR EXPRESS Train Ride. Only trained service animals are permitted in accordance with the Americans with Disabilities Act and New Jersey law.

The wellbeing of guests and staff is our highest priority during your experience with us. Planning ahead can help enhance your enjoyment and keep your party as safe as possible. Please follow these tips before and during your adventure:

  • Closed-toe shoes are strongly recommended. Sturdy, comfortable footwear will help keep you safe and comfortable throughout the day.
  • Areas of the property contain uneven surfaces so please exercise caution. Alert staff if a member of your party requires assistance with mobility issues, accessibility, or first aid.
  • Weather conditions can change unexpectedly so please monitor forecasts closely and bring appropriate clothing layers.
  • Feeling sick? Please be considerate of other guests and staff if you’re not feeling well. Rebooking options may be available, so please consider joining us another time if you are feeling ill.
  • Customers who wish to rebook their tickets are advised to click the Customer Support Form in their confirmation email. Customers may also call to rebook by phone at 973-419-6255. Please note that tickets in Whippany sell very quickly and there may not be sufficient seating to accommodate all rebooking requests.

THE POLAR EXPRESS™ Train Ride is a family-friendly event and no alcohol is sold or allowed on board the train or on the event grounds. Intoxicated passengers or those found in possession of alcohol will be removed from the event without a refund. This is a zero-tolerance policy.

1. The Box Office CLOSES AT SHOWTIME. Therefore, all boarding passes must be picked up prior to this time.

2. The Boarding Platform CLOSES 10 MINUTES AFTER SHOWTIME. No passengers will be allowed to board the train after this time.

3.Tickets are nonrefundable and nonexchangeable.

4. Tickets are valid only for the date, time, car, and seat shown on the ticket. Purchaser acknowledges that they have individually selected their seats. Rail Events Productions Inc. (“REP”) is not responsible for errors in seating.

5.REP and its agents reserve the right to refuse service or de-board passengers for disruptive or offensive behavior.

6. REP does not guarantee an allergen-free environment.

7.Passengers are prohibited from bringing alcoholic beverages or weapons onto the event grounds.

8. Smoking is not allowed on THE POLAR EXPRESS™ Train Ride event grounds or on board the train (this includes e-cigarettes and other similar devices).

9.REP does not accept liability for loss or damage suffered by the ticket user. For more information please review the Release of Liability and Indemnity.

10. Your ticket purchase and/or participation in any train-related departure/event grants REP, its licensing partners, officers, and employees permission to use your image, voice, and/or likeness as follows in its promotional materials: REP shall have the right to photograph, publish, re-publish, adapt, exhibit, perform, reproduce, edit, modify, make derivative works, distribute, display or otherwise use or reuse the attendee’s image, voice, and/or likeness in connection with any product or service in all markets, media or technology now known or hereafter developed in REP’s products or services. REP may exercise any of these rights itself or through any successors, transferees, licensees, distributors or other parties, commercial or nonprofit.

11. RELEASE OF LIABILITY, COVENANT NOT TO SUE, AND INDEMNITY

a. As lawful consideration for ticketed admission on to the premise for this event, I, on behalf of myself and on behalf of my heirs, successors, personal representatives, and assigns hereby shall indemnify and hold harmless Rail Events Productions Inc. (REP), American Heritage Railways, its officers, directors, employees and owners from and against any and all third-party costs, expenses (including reasonable outside counsel’s fees), liabilities, judgments, losses, damages, suits, actions, fines, penalties, claims and demands of any kind and asserted by or on behalf of any person, independent contractor or governmental authority arising out of the ticket holder’s participation, entrance, or presence on the premises, except for gross negligence or willful misconduct by REP. REP shall not be liable to ticket holder on account of:

i)any failure by Ticket Holder to perform any of the agreements, terms, or covenants or conditions of this Agreement,
ii)any failure by Ticket Holder to comply with the statutes, ordinances, regulations, or orders of any governmental authority unless caused by the failure of REP to perform under this Agreement or
iii) any accident, death, or personal injury or property damage which shall occur on or as a result of the ticket holder’s participation, entrance, or presence at the event venue except as the same may be caused by the sole misconduct or omissions to act or negligence of REP, its employees or agents.

b.Guests and Ticket Holder waives all rights against REP and its agents, officers, directors, and employees for recovery of damages to the extent these damages are covered by the commercial general liability or commercial umbrella liability insurance maintained pursuant to this agreement.

c. If any term or provision of the Agreement is found to be unenforceable or invalid such shall not affect the other terms and provisions which shall remain binding and enforceable.

Rail Events Productions and Etix understand that your right to privacy is very important. This privacy policy applies to our Site and the apps where it appears. It describes how we treat personal and private information which we collect.

Collected Information

Rail Events Productions and Etix may collect information from and about you, including but not limited to…

Your name, street address, or other contact information

Your credit card number, billing zip code, and other payment and billing information

Information you post on our website or a third-party social media site

Information about events you like, products you buy, or other demographic information

Information about the browser you’re using to access our Site, which site you came from or where you went after, location information or your type of mobile device, etc

How We Collect Information

Rail Events Productions and Etix may collect information…

Directly from you if you register, post on our Site, ask us a question, etc

By using browser cookies, web beacons, and other browser tracking tools

From third parties if you use an integrated social media feature on our website or app

How We Use Information

Rail Events Productions and Etix may use the information we collect…

To respond to your questions or requests

To improve our products and services

To look at site trends and customer interests

For security purposes

For marketing purposes

You may opt-out of having your online behavior tracked for advertising purposes. To learn more, clickHERE.

For transactional communications

For the purpose of fraud detection and prevention, and share the personal information with a third-party service provider for such purpose.

As otherwise permitted by law

Sharing Information

Rail Events Productions and Etix may share the information we collect…

With third parties who perform services on our behalf

With our business partners

If we believe we must in order to comply with the law

With a successor to all or part of our business

Learn more about Security, EU-U.S. Privacy Shield Compliance, California Consumer Privacy Rights, CCPA Rights Requests, Non-Discrimination, and Nevada Consumer Privacy Rights by clickingHERE.

FAQ | THE POLAR EXPRESS (2024)
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