FAQs / Help
Please click on a question to see the answer…
How do I use my DigiTickets?
You will be emailed an order confirmation that will include your unique Booking Reference Number. You may make a note of this number and take with you when you visit the railway in place of a ticket, although we suggest printing out the email where possible, or have the email open on your phone / tablet.
It is not possible to book online for the same day you wish to travel
Do you issue refunds?
No, we regret we are unable to issue refunds, however if the train service has to be cancelled due to weather conditions, the tickets will be honoured from the 27th December until the 31st January 2016.
Is there a booking fee?
Yes, we charge £1.00 per booking, If you need to add additional people to your booking please contact us at firstname.lastname@example.org
Is there a Fast Track desk?
No you must check in at the booking office, where tickets will be issued.
I don't have a printer...
You do not have to print out the 8 digit booking reference, simply make a note of the Booking Reference Number, your name or the booking on your smartphone and bring it with you.
What time should I arrive?
You must arrive 15 minutes before your train departure time. Please report to the railway booking office with your ticket. The train will depart on time and unfortunately we cannot wait for late arrivals so please ensure you check your train time on your ticket before visiting.
Can I make group bookings?
Yes it is possible to make group bookings. If you would like to make a group booking then please email us on email@example.com for further information on this and to check availability.
Can tickets be used on different days or different times?
No, tickets must be redeemed on the date and at the time that has been chosen and allocated upon booking. They are not valid for use on any date or time other than that indicated on the e-ticket.
Is there wheelchair access?
Yes, the Railway is wheelchair accessible, however Santa's Log Cabin has steps into it.
Contact us for more information
Can I purchase tickets on the day?
Yes, there are a limited number of tickets available to buy on the day for the Santa Specials. . We are however unable to guarantee your desired time slot on the day as this will depend on how busy the Railway is on your visit. To avoid disapointment booking is advisable
Do you have toilet facilities available?
There are no toilet facilities available at the railway, however there are facilities in the shopping village, with disabled access and baby changing facilities also available.
How can I get in contact with you?
For further information or queries please email firstname.lastname@example.org
Can I see Santa before I travel on the train?
Yes if you arrive early enough, but please be aware of your train departure time.
Is the Railway suitable for pushchairs?
All parts of the Railway are accessible with pushchairs, however we recommend leaving them on the platform area whilst travelling on the train as space is very limited.
Will my child receive a present if they are under 2 years of age?
Under 2’s travel free on the train, however, If you would like your under 2 year old to receive a present from Santa, then please purchase an under 2 child’s ticket.