Frequently Asked Questions:

Q. What time should we arrive at Birmingham Moor Street station?

A. The Performance Start time will be provided with your Golden Tickets and seat assignments. We recommend that you arrive between 15 and 30 minutes before your performance start time.

Q. How long is the journey to the North Pole?

A. The whole performance, including the ride to the North Pole and back to Moor Street station is approximately one hour.

Q. How do I get my Golden Tickets?

A. Your Golden Tickets, seat assignments and confirmation of Performance Start time will arrive by post no less than 7 days before you travel to the North Pole. 

Alternatively, you can select to pick them up from THE POLAR EXPRESS™ Ticket Office on Birmingham Moor Street Station up to 1 hour before your Performance Start time.

Q. Can you accommodate persons with wheelchairs?

A. The railway coaches we use for THE POLAR EXPRESS™ were built many years ago and were not designed to be as accessible as modern railway coaches. If you are a person of limited mobility and wish to join us, please send us an email at or telephone 0121 708 4960 and we will do everything we can to accommodate you. 

Q. Can my child travel for free?

A. Children 3 and under can travel for free as long as they do not occupy a seat.

Q. We are a large party. Will we all be seated together?

A. Standard Class seating is arranged in 4’s around a table on either side of the aisle. If you do not book your tickets in multiples of 4, due to high demand for seats it is highly likely you will be sharing the fun of you’re THE POLAR EXPRESS™ trip with other passengers. Likewise bookings of odd numbered seats could see you split up. We offer to do our best in seating people together but this may not always be possible. 

Parties over 4 will be seated as near to each other as possible, priority is given to earliest booking. 

Q. Will we have assigned seating?

A. All passengers aboard THE POLAR EXPRESS™ will have assigned seating. Seating is defined by Coach letter (A thru G) and Seat number (1 thru 64)

Q. One of my party has food allergies. Can you supply alternate cookies or dairy free hot chocolate?

A. If you or any of your party has an allergy please let us know in advance and we will do our best to provide you with an allergen free alternative. When at the checkout please enter the information into the “Additional Information” box. We cannot provide alternatives on the day unless you have pre-ordered them in this way.

Q. Can I purchase the 1st Class Mug on the day?

A. The 1st Class Ceramic mug and Train Ride bag are only available to 1st Class ticket holders. They are NOT available for purchase on the day. Alternate mugs and other THE POLAR EXPRESS™ souvenirs can be purchased in advance on THE POLAR EXPRESS™ website or at the Ticket Office on the day of your performance. 

If you have any other questions, please send us an email to or telephone 0121 708 4960