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Frequently Asked Questions

Event Information
What are the dates of the event? Nov. 26 and Dec. 2-4, 7-11, 13-23
What are the departure times of the event? 5:30 pm, 7:30 pm
What is at the depot? The Polar Express™ depot includes a parking area, a ticket office, gift shop, restrooms, and a boarding area.
What food and beverages will be available? On board the Polar Express™ chefs will serve cocoa and cookies to all passengers.
Are there souvenirs and gifts? A Polar Express™ Gift Shop loaded with ornaments, toys, t-shirts, and souvenirs will be open for business during the event. It is located at the Train Station. Make sure to stop by and shop for holiday gifts and memorabilia from your ride aboard THE POLAR EXPRESS™ Train Ride.
What happens on the train ride? Passengers are invited to wear their pajamas on the train just like in the movie! On board the passenger cars are festively decorated for the holidays. The Conductor will welcome everyone aboard and punch each passenger’s train ticket. En route to the North Pole the book The Polar Express™ will be read and music from The Polar Express™ movie will be played. Passengers are served hot chocolate and cookies by dancing chefs. Upon arrival at the North Pole Santa Claus and elves are visible waving to the train as passengers watch from aboard the train. Santa Claus and elves then board the train. Elves will be in each train car and will entertain passengers and lead them in singing Christmas carols. Santa Claus will move through each train car and greet each child, giving them their own personal silver sleigh bell.
How long does the ride last? The train ride lasts 1 hour from the time the train departs the station until it returns. Allow extra time for parking, visiting the gift shop, and enjoying the train station.
Where does the train go? The train departs from the station and travels towards the North Pole on a round-trip journey. Passengers are inside the train cars for the entire activity.
Where is the North Pole? To maintain the holiday magic the location of the North Pole is not disclosed.
Will everyone in our reservation be seated together? Yes, as long as your group is all booked in one reservation, you will be assigned seats together. Depending on the size of your group, your reservation may require more than one section, in which case you will have seats assigned across the aisle or directly behind or forward of your main location.
What are the differences between the Classes of Service? The Polar Express™ at the Saratoga & North Creek Railway offers four classes of service for our guests to select seats. All classes are in comfortable, heated cars and include a visit from Santa. Diamond Class is our premium offering with seats in our upper dome cars that features wide windows for viewing our stop at the North Pole. All Diamond Class guests will receive a souvenir Polar Express™ mug served with hot cocoa and a cookie. All Diamond Class kids will receive a shiny golden ticket and a sleigh bell from Santa! Seating in Diamond Class requires the purchase of an even number of seats. First Class has seating in the lower dome at booth style tables. All First Class guests will receive a souvenir Polar Express™ mug served with hot cocoa and a cookie. All First Class kids will receive a shiny golden ticket and a sleigh bell from Santa. Note that seating in First Class requires the purchase of an even number of seats. Standard Class is in traditional railroad seating with rowed seats. All Standard Class guests will receive a cookie and hot cocoa and all Standard Class children will receive a sleigh bell from Santa.
Special Needs
Can the train accommodate wheelchairs? We have wheelchair lifts and locations for chairs in our Standard Class cars only. Please call a representative at 877-726-7245 to book your tickets. Explain your specific needs and we will do our best to accommodate you.
What if my child has food allergies? We cannot ensure that our special cocoa and cookies do not contain ingredients that your family member may be allergic to. Guests are welcome to bring their own snack option for a family member with allergies.
Ticketing
How do buy I tickets? You can purchase tickets online or with our toll-free number 877-726-7245. Representatives are available 7 days a week from 8 am to 8 pm EST. Any unsold tickets will be available at the depot on a first come, first served basis. Everyone attending must have a ticket, including children sitting on your lap under the age of two (a ‘babe-in-arms’ ticket can be obtained from our reservation agent or online.)
Will my tickets be mailed to me? We do not mail out tickets. All tickets may be picked up at the Will Call table at the Train station the same day of the event. Will Call opens at 4 pm on days of departures.
How much do tickets cost? STANDARD CLASS: Child-$40, Adult-$50, Adult w/ Lap Baby-$50
FIRST CLASS: Child-$50, Adult-$60, Adult w/ Lap Baby-$70
DIAMOND CLASS: Child-$60, Adult-$70, Adult w/ Lap Baby-$80Groups of 25 or more 10% discount in Standard Classes only.
What are the age classifications for ticketing? Child: age 2- 12; Adult: age 13 and up; Lap Baby: age under 2, held on adult lap
How to Prepare
What should we wear to the event? Sturdy shoes with closed toes are best for train safety. (No slippers, open-toed shoes, sandals, or flip flops) We encourage each child to wear pajamas just like in the book. It’s quite common for all members of the family to enjoy the Polar Express in pajamas; you’ll be amazed at how much fun it is to get Dad and Grandpa to join in!
What should we bring? This is a memory you’ll want to save so we suggest bringing a camera with a flash if you are riding an evening train due to the lighting conditions. During boarding guests will be outdoors, so dress for the weather. Have your reservation number or confirmation email to present to the Will Call Clerk. Bring your $5 parking fee to give to the Parking Attendant upon your arrival. Your ticket includes the ride and cocoa and cookies served on board as well as a silver bell for each child. Additional gift shop items are available for sale including The Polar Express™ book.
Getting Here
What is the address of the event? Saratoga Springs Railway Station: 26 Station Lane, Saratoga Springs, NY 12866-6067
What are the driving directions? From the South: Take I-87 North to Exit 13N. Merge onto Route 9 towards Ballston Spa (about 4.5 miles). Turn LEFT onto Washington St. (about .9 miles). Turn RIGHT onto West Ave. (about .2 miles). Turn Left onto Station Lane.
From the North: Take I-87 South to Exit 15. Keep RIGHT, merge onto NY-29 (about 1.7 miles). Follow the signs for the HOSPITAL (about 2 miles), continue past the Hospital, this is Church Street. Turn Left on West Ave., go about 0.1 mile. Turn Right on to Station Lane.
Arrival and Parking
What parking is available and what is the cost? There is ample parking at the Saratoga depot.  We have a designated area for disabled parking for autos that display the proper badge, please follow parking lot signage. Parking is $5 per auto. You’ll be given an opportunity to pre-pay for your parking when you purchase your tickets.
When should we arrive for the event? Please arrive 45 minutes prior to your trip. This will ensure proper time to find parking, pick up your tickets and visit the Gift Shop.
Reservation Policies
What is the cancellation policy? Due to the popularity of this event there are no cancellations or refunds for your purchase. Please take extra care when you make your reservation and be sure that you know exactly which date and time you wish to purchase. The train can depart regardless of the weather and we cannot accommodate refunds due to inclement weather or difficult driving conditions. In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule. If you have a unique situation which requires rescheduling of your trip please call our Central Reservations Office at the telephone number listed on this confirmation and/or the web site. A modest rescheduling fee will apply. Rescheduling cannot be accommodated for reservations that are within four days / 96 hours of departure time.
Are there any discounts? We offer group discounts of 10% for Standard Class only for groups with a minimum of 25 riders paying with a single method of payment. Please see more Group information below.
Are there any refunds? Unfortunately, due to the popularity of this train tour, there are no refunds, reschedules or cancellations. Please be sure that when you make your reservation that you know exactly which date and which train time you wish to secure. The train can depart even in rain or snow. In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule
What if the weather is bad and travel difficult? Please prepare for winter or holiday road and traffic conditions! The Saratoga & North Creek Railway is not liable for road closures or delays. This event will run no matter the weather. In the event the train is unable to operate you will be notified immediately and given a complete refund or the opportunity to reschedule.
Groups
Are discounts available for groups? We offer group discounts for Standard Class only for groups with a minimum of 25 riders paying with a single method of payment.
How many people qualify as a “group”? A group needs to have a minimum of 25 ticketed passengers, babes in arms do not count towards this total. A babe in arms is a child under 2 years of age who sits on an adult’s lap.
Will all members of our group be seated together? Yes, your group will be assigned an exclusive block of seats together. Tickets will be printed for these seats, but not assigned to individual members of the Group. This allows your group members to determine individually which seats they would like to sit in during the ride. Please advise your group members to arrive early to ensure smooth seating aboard the train.
How do we make reservations for our group? We have dedicated Representatives to accommodate your special Group needs. Please contact them through the dedicated phone line or email listed below to make your reservation. We cannot currently book your Group’s reservations online. Please speak personally to our group representative to be sure your reservation is given the attention it requires.

Group Reservations:
855-978-5564.
Groups@PremierRails.com

Will the tickets be mailed to us? We do not mail out tickets. All tickets should be picked up at the Will Call table at the Train Station the same day of the event. Group tickets will be bundled together for the group leader to pass out and assign the seating for group members within their designated seats. Will Call opens at 4 pm on the days of departures.
Customer Service
How do I contact customer service? You can reach us by calling 877-726-7245. We’re are available 7 days a week from 9am to 5pm CST. Alternatively, you can reach us by email at customerservice@premierrails.com

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3 Railroad Place North Creek, NY 12853

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