Frequently Asked Questions

 
What is THE POLAR EXPRESS™ Train Ride?

THE POLAR EXPRESS™ Train Ride is a re-creation of the classic children’s story on board a real train at the Oklahoma Railway Museum. Passengers are served hot chocolate and a treat by dancing chefs, enjoy a reading of the book by Chris Van Allsburg, and receive the first gift of Christmas (a silver sleigh bell) after Santa boards the train to greet families. Attendants lead passengers in caroling and fun holiday activities on the return trip to the station.

How is this event different?

THE POLAR EXPRESS™ Train Ride at Oklahoma Railway Museum is an immersive event that is officially licensed by Warner Bros. Consumer Products. This event features a staff of energetic hosts who lead the train in an interactive, hour-long experience. Each Oklahoma Railway Museum coach is dressed in festive holiday décor and features color-changing LED lighting synched with the activities on board.

Where does the train go?

The train travels on a point-to-point route, beginning and ending at the Oklahoma Railway Museum. It is important to note that the focus of the event is on the entertainment going on inside of the train, not the scenery outside. The route along the tracks is not decorated for Christmas. Extra effort has been made to make the inside of the train a magical, immersive experience.

Where do we park?

Event parking is available at the Oklahoma Railway Museum lot, located at 3400 NE Grand Blvd, Oklahoma City, OK 73111. There is a $4.00 parking pass fee and parking passes should be purchased at the time of check-out when purchasing your event tickets. If you need to purchase additional parking passes after you have placed an initial order, please call the Call Center Support team at (715) 721-2093 to add passes to your order. PLEASE PRINT YOUR ORDER CONFIRMATION. IT WILL ACT AS YOUR PARKING PASS.

How long is the experience? When should we arrive?

The entire experience is roughly two hours in length. It is required that guests arrive approximately one hour prior to their departure time. This allows time to park and check in at Will Call in the station. Boarding begins 20 minutes prior to listed departure times. The boarding platform closes 5 minutes prior to departure. The train ride itself is one hour in length.

Where do we go once we arrive at the station?

THE POLAR EXPRESS™ Train Ride departs from the normal station platform at the Oklahoma Railway Museum. A Will Call desk will be located in a well-marked location on the property and passengers are required to check in prior to boarding. It is required that guests arrive approximately one hour prior to their departure time. There will be a number of fun activities for families to enjoy while waiting. Guests receive THE POLAR EXPRESS™ souvenir golden tickets and boarding passes at check-in.

Boarding will begin 20 minutes prior to departure. The boarding platform will close 5 minutes prior to departure and trains will not be held for those arriving late. Trains depart from and return to the same platform location.

Are there different classes of service?

Each coach on THE POLAR EXPRESS™ Train Ride at the Oklahoma Railway Museum offers the same class of service. Seating is on museum equipment and features standard seating in coaches that have been decorated for this magical experience.

Do you have a seating chart? Which direction do seats face?

Please see the seating chart below for information on coach numbers, names, and seat directions.

What are the differences between Value, Standard, and Peak pricing?

The only differences between Value, Standard, and Peak pricing are the dates and/or times of the rides. Lower demand departures are priced lower to offer those on a budget options and higher demand departures are priced accordingly. The event functions exactly the same on all departures and passengers enjoy the same experience.

Is seating assigned?

Yes. In order to offer the best experience for all guests, seating is assigned on board THE POLAR EXPRESS™ Train Ride. You will select your own seats during the online checkout process as you would on an airline. Please review seating charts carefully. The onboard presentation is designed to accommodate all seat directions and all passengers enjoy the same quality experience.

Is there a discount for large groups?

Groups of 20+ are eligible for a $5 discount off each ticket, which must be booked over the phone at (715) 721-2093. Please note that the name of each member of your party is required to complete the check-out process, so please have these prepared prior to speaking with a reservations representative. Qualifying purchases must be made and paid for with a single transaction.

Do infants ride for free?

Yes. Children under two may ride for free provided they are not occupying a seat and ride on an adult’s lap. An “Adult with Infant” ticket must be selected at checkout and the name of the child must be provided on the reservation. This is to ensure every passenger can be accounted for in case of emergency.

How do I book Active Duty Military tickets?

Active duty military members with the appropriate uniformed service ID card are eligible for a 10% discount on up to 10 tickets. To check out, please enter promo code MILITARY2019 and select the applicable military discount ticket product. Please note, the active duty individual must be a member of the attending party and must present their uniformed service ID card for verification when checking in at the event. If the appropriate identification cannot be presented by this individual, you will be charged the difference in ticket price before being allowed on board the train.

How do I book tickets for someone with a disability?

If a member of your party has a disability and needs the most accessible seating or a wheelchair space, please contact a reservations representative at (715) 721-2093 to select and purchase the appropriate wheelchair/companion seats. These seats are comprised of a designated wheelchair space (no seat) and companion seats located nearby.

Disabled veterans with the proper ID card are eligible for a sales tax exemption per Oklahoma law. In order to purchase tax exempt tickets you must complete and return THIS FORM to pexexempt@gmail.com. Once the completed form is received, one of our customer service agents will call you to complete your reservation. Please have your credit card information, and the legal names of all ticket holders, available to complete the purchasing process. Tax exempt orders are processed Monday – Friday during regular business hours.

Do you have a gift shop?

A full range of exclusive THE POLAR EXPRESS™ gifts and keepsakes will be available for purchase at the event. Want to arrive in style at the event with your own THE POLAR EXPRESS™ pajamas and book? Please visit www.raileventsretail.com to pre-order our exclusive, officially licensed pajamas and the classic book. Orders will ship in mid-October.

What should my family wear?

Families are encouraged to wear pajamas just like passengers from THE POLAR EXPRESS™ book and film. Passengers will spend time on an outdoor platform as they board and disembark from the train, so appropriate outdoor attire is also recommended.

Are there restrooms on board the train?

Yes. There are a limited number of onboard restrooms available to passengers. Due to the historic nature of the railroad equipment, restrooms on the train are not wheelchair accessible. Accessible restrooms are located on the museum property.

Where can I find food allergy information?

Rail Events Productions does not guarantee an allergen free environment.  Cookies and hot chocolate are served on the train. A complete list of ingredients is available at the Will Call desk for your review when checking in. Hot chocolate contains dairy products.

The Snickerdoodle Cookie is nut free and is produced in a nut free facility.  The ingredient list for the provided cookie is as follows:

Bleached Flour (Wheat Flour, Niacin, Reduced Iron, Thiamine Mononitrate, Riboflavin, Folic Acid), Sugar Margarine (Palm Oil, Water, Soybean Oil, Salt, Mono-and Diglycerides, Artificial Butter Flavor, Calcium Disodium EDTA [preservative], Vitamin A Palmitate), Egg, Shortening (Palm Oil), Invert Sugar, Water, Whey Protein Concentrate, Artificial Flavors, Salt, Cream of Tartar, Baking Soda, Soy Lecithin (Emulsifier), Cinnamon Ground, Oil (Soy). 

Are tickets refundable?

Like sporting events, concerts, and other live events, tickets for THE POLAR EXPRESS™ Train Ride are not refundable.

Can I change my reservation to a different date or time?

Changes to the date and time of a reservation must be made within 24 hours of purchase and are subject to pricing differences. If seats are available on another date/train, our reservations agents will do their best to accommodate your request. However, no guarantees can be made that your reservation can be changed. Please contact an agent at (715) 721-2093 to request a date or time change.

Will the event take place if there is inclement weather?

Trains will continue to run in various weather conditions. However, trains may be cancelled or postponed at the museum’s discretion due to weather or other operational considerations. Trains may also be cancelled or postponed if the State Highway Patrol closes major roads and freeways near the event. Full refunds will be offered in these scenarios.

Are pets or emotional support animals permitted on board?

No. For the comfort and safety of all guests, pets and emotional support animals are not permitted on THE POLAR EXPRESS Train Ride. Only trained service animals with identification cards are permitted in accordance with the Americans with Disabilities Act and Oklahoma law.

No Firearms Policy

Concealed or open carry weapons are not permitted at this event. Oklahoma Railway Museum is a federally regulated passenger railroad operator, similar to an airline.

No Alcohol Policy

THE POLAR EXPRESS™ Train Ride is a family-friendly, ALCOHOL FREE event. No alcohol is sold or allowed on board the train and intoxicated passengers or those found in possession of alcohol will be removed from the event without refund.

THE POLAR EXPRESS and all related characters and elements © & ™ Warner Bros. Entertainment Inc. (s19)
Based on THE POLAR EXPRESS book and characters © & ™ 1985 by Chris Van Allsburg. Used by permission of Houghton Mifflin Company. All rights reserved.

CONDITIONS OF SALE

  1. 1. IMPORTANT! Ticket holders must be on board the train 5 minutes prior to departure.  Passengers are not allowed onto the platform after that time.
  2. 2. Tickets are nonrefundable and Nonexchangeable.
  3. 3. Tickets are valid only for the date, time, car & seat shown on the ticket.  Purchaser acknowledges that they have individually selected their seats. Rail Events Productions is not responsible for errors in seating.
  4. 4. Rail Events Productions and its agents reserve the right to refuse service or de-board passengers for disruptive or offensive behavior.
  5. 5. Rail Events Productions does not guarantee an allergen free environment.
  6. 6. Passengers are prohibited from bringing alcoholic beverages or weapons onto the train.
  7. 7. Smoking is not allowed on board THE POLAR EXPRESS™ Train Ride (this includes e-cigarettes and other similar devices).
  8. 8. Rail Events Productions does not accept liability for loss or damage suffered by the ticket user. For more information please review the Release of Liability and Indemnity below.
  9. 9. Your ticket purchase and/or participation in any train related departure/event grants Rail Events Productions permission to use your image in its promotional materials.

RELEASE OF LIABILITY, COVENANT NOT TO SUE, AND INDEMNITY

a) As lawful consideration for ticketed admission on to the premise for this event, I, on behalf of myself and on behalf of my heirs, successors, personal representatives, and assigns hereby shall indemnify and hold harmless Rail Events Productions (REP), American Heritage Railways, its officers, directors, employees and owners from and against any and all third-party costs, expenses (including reasonable outside counsel’s fees), liabilities, judgements, losses, damages, suits, actions, fines, penalties, claims and demands of any kind and asserted by or on behalf of any person, independent contractor or governmental authority arising out of the ticketholder’s participation, entrance, or presence on the premises, except for gross negligence or willful misconduct by REP. REP shall not be liable to ticket holder on account of: i) any failure by  Ticket Holder to perform any of the agreements, terms, or covenants or conditions of this Agreement, ii) any failure by Ticket Holder to comply with the statutes, ordinances, regulations or orders of any governmental authority unless caused by the failure of REP to perform under this Agreement or iii) any accident, death, or personal injury or property damage which shall occur on or as a result of the ticket holder’s participation, entrance, or presence at the event venue except as the same may be caused by the sole misconduct or omissions to act or negligence of REP, its employees or agents.
b) Guests and Ticket Holder waives all rights against REP and its agents, officers, directors and employees for recovery of damages to the extent these damages are covered by the commercial general liability or commercial umbrella liability insurance maintained pursuant to this agreement.If any term or provision of the

Agreement is found to be unenforceable or invalid such shall not affect the other terms and provision which shall remain binding and enforceable.