FREQUENTLY ASKED QUESTIONS

CONTENTS

EVENT INFORMATION

  • Chevron down What are the dates of the event?
  • November 23rd through December 30th

  • Chevron down What are the departure times of the event?
  • 11:30 am, 1:30 pm, 3:30 pm, 5:30 pm, 7:30 pm, NOTE: not all dates have all departure times

  • Chevron down What if I am late for the train?
  • The train will leave at the scheduled departure time. It is your responsibility to arrive on time for your trip. To avoid disappointment we recommend you leave plenty of travelling time and plan on arriving at least 30 minutes before your train leaves. Insure you check ahead for anything that may delay you, such as road works/closures traffic and weather. If you miss the departure of your train we will be unable to seat you on an alternative departure and will not issue a refund.

  • Chevron down What is at the station?
  • TRAIN TO CHRISTMAS TOWN™ Train Ride station includes a parking area, a ticket office, gift shop, food stand, toilet facilities, and a boarding area.

  • Chevron down What food and beverages will be available?
  • On board The TRAIN TO CHRISTMAS TOWN™ our cast of characters will serve hot chocolate and a cookie to all passengers. There is also a food stand on the station platform with a selection of hot food and beverages.

  • Chevron down Are there souvenirs and gifts?
  • A Train to Christmas Town™ 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 TRAIN TO CHRISTMAS TOWN™. 

  • Chevron down What happens on the train ride?
  • Characters from The Train to Christmas Town™ book are magically brought to life to welcome and accompany pyjama clad passengers on an entertaining trip to Christmas Town. Everyone is served hot chocolate and a cookie by the delightful onboard cast and The Train To Christmas Town story book is read aloud for all to enjoy. On arrival at Christmas Town, Claus and his Elves will be waiting to wave and welcome, and once at a stop Santa and the Elves will board the train. During the returning trip Santa Claus will greet each child and present them with a special Christmas Gift. For the remainder of the journey the carriage will enjoy a round of traditional Christmas songs and interactions with the Characters.

  • Chevron down How long does the ride last?
  • The train ride lasts approximately 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.

  • Chevron down Where does the train go?
  • The train departs from the station and travels towards Christmas Town on a round-trip journey. Passengers are inside the train for the entire activity.

  • Chevron down Where is the North Pole and Christmas Town?
  • To maintain the magic the location of Christmas Town is not disclosed.

  • Chevron down Will everyone in our reservation be seated together?
  • As long as your group is all booked in one reservation we will do our very best to seat your party together. If the train is very full, some Standard Class guests may have to sit at an adjoining table from members of their party. We will do our best to seat all parties together. If a party must be split up we will assess this situation on a first-booked basis. 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.

  • Chevron down What are the differences between the Classes of Service?
  • The Train to Christmas Town™ Train Ride at the Weardale Railway offers three classes of service for our guests to select seats. All classes are in comfortable, heated carriages and include a visit from Santa. Premium Class is our top offering with large, comfortable seats at a table for four that features wide windows for viewing our stop at the North Pole. All Premium Class guests will receive a souvenir The Train to Christmas Town™ Train Ride mug and be served hot chocolate and a cookie. All Premium Class kids will receive a shiny commemorative ticket and a special gift from Santa! Seating in Premium Class requires the purchase of an even number of seats. Premium Class seats are located on one side of the Premium Class aisle, while the Tables for Two are on the other side of the aisle. Premium Class Table for Two is our alternate premium offering with large, comfortable seats at a table for two that features wide windows for viewing our stop at Christmas Town. All Premium Class guests will receive a souvenir The Train to Christmas Town™ Train Ride mug and be served hot chocolate and a cookie. All Premium Class kids will receive a commemorative ticket and a special gift from Santa! Seating in Premium Class Table for Two requires the purchase of an even number of seats. Standard Class has seating in quality standard class carriages with tables. There are 4 booth-style seats surrounding each table. All Standard Class guests will receive hot chocolate and a cookie. All Standard Class kids will receive a commemorative golden ticket and a special gift from Santa.

SPECIAL NEEDS

  • Chevron down Can the train accommodate wheelchairs?
  • We have a very limited number of wheelchair spaces available and the vintage of our carriages restricts them to carrying standard size wheelchairs only. Please call a representative at 08000 2323 83 to book your tickets and explain your specific needs.

  • Chevron down What if my child has food allergies?
  • We cannot guarantee that our Hot Chocolate or Cookies do not contain any ingredients that may cause ill effect to all types of allergy sufferers. Guest with allergies are welcome to bring their own alternative

TICKETING

  • Chevron down How do I buy tickets?
  • You can purchase tickets online or with our toll free number 08000 2323 83. Representatives are available 7 days a week from 1 pm to 1 am GMT. Any unsold tickets will be available at the station 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 ‘adult with lap baby’ ticket can be obtained from our reservation agent or online.)

  • Chevron down Will my tickets be mailed to me?
  • We do not mail out tickets. All tickets can be picked up at the ticket office window at the station on the same day of the event prior to your departure.

  • Chevron down How much do tickets cost?
  • Ticket prices vary depending on demand for a particular departure. Prices range from $15 to $56 with consideration to ticket type and popularity of that date chosen.

  • Chevron down 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 A child over the age of 2 will not be permitted to ride on an adult with lap baby ticket.

HOW TO PREPARE

  • Chevron down 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 pyjamas just like in the book. It’s quite common for all members of the family to enjoy Train Ride in pyjamas; you’ll be amazed at how much fun it is to get Dad and Grandpa to join in!

  • Chevron down 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 Ticket Office Clerk.

GETTING HERE

  • Chevron down What is the address of the event?
  • Stanhope Station, Station Road, Stanhope, Durham DL 13 2YS

ARRIVAL & PARKING

  • Chevron down What parking is available and what is the cost?
  • There will be a car park at Stanhope Station. We have a designated area for disabled parking where appropriate badges are displayed,, please follow parking signage.

  • Chevron down When should we arrive for the event?
  • Please arrive 45 minutes prior to your trip. This will Insure proper time to find parking, pick up your tickets and visit the Gift Shop.

RESERVATION POLICIES

  • Chevron down What is the cancellation policy?
  • Unfortunately, due to the popularity of this train event, there are no refunds for cancellations. Please be sure that when you make your reservation, you know exactly which date and which departure time you wish to secure. The train can depart 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. If you request a reschedule for your convenience please do so no later than four (4) days prior to your trip. While we cannot refund for a cancellation we are happy to try and rebook you into any available date. A modest rebooking fee will apply.

  • Chevron down Are there any discounts?
  • Due to the popularity of this event, there are few discounts. Early season tickets are discounted somewhat. Please ask your agent for the Early Season discounts and dates.

  • Chevron down Are there any refunds?
  • Unfortunately, due to the popularity of this event there are no refunds, or cancellations. Please be sure that when you make your reservation 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

  • Chevron down What if the weather is bad and travel difficult?
  • Please prepare for wintery roads and busy traffic conditions! The Weardale 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.

CUSTOMER SERVICE

  • Chevron down How do I contact customer service?
  • Call toll free: 08000 2323 83 to our reservations system which is available 7 days a week from 1pm to 1am GMT. Make the correct selections for the Weardale Railway. Alternatively, you can reach us by email at [email protected]