FAQs / Help
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
No, we regret we are unable to issue refunds, however if the train service has to be cancelled due to weather conditions, we will contact you with alternative options or a full refund.
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
No you must check in at the booking office, where tickets will be issued.
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.
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.
Yes, we have plenty of free parking at the Country Park.
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.
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.
Yes, the Railway is wheelchair accessible, however Santa's Log Cabin has steps into it.
Contact us for more information
Yes, there are a very limited number of tickets available to buy on the day for the Santa Specials, however the Santa Specials always sell out. So buying tickets in advance is strongly recommended.
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.
For further information or queries please email firstname.lastname@example.org
Sorry this is not possible
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.
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.
We use unheated closed coaches for the train ride, and you may have to wait outside at busy times, so appropriate warm clothing is recommended
No, this is not recommended as we cannot guarantee return seats on a later train, and you will miss your slot with Santa