F.A.Q.

PLEASE BE AWARE THAT THERE ARE NO SEATBELTS ONBOARD THE TROLLEYS

Booking & Reservations

Do we need a reservation?

Yes, reservations are required to ride the trolley! Tickets are in high demand and tend to sell out quickly, so we recommend booking your trip early to secure your preferred date and time.

What if we miss our trolley?

Trolley departure times are exact. Unfortunately, we cannot accommodate missed trips, so please arrive at least 30 minutes before your scheduled departure. This gives you time to park, check in, and enjoy the pre-boarding performance, which begins 5 minutes before your departure time.

What if the date we want is sold out?

If a date or time slot is sold out, a waitlist icon will appear next to the trip. Click on this icon to add your name to the waitlist for your chosen trips.

What's the difference between Value, Standard, and Premium tickets?

The only difference between our pricing tiers is the date and time of the ride. We offer Value tickets for less popular times to provide a budget-friendly option, while higher-demand times are priced accordingly.

• Value trips are our matinee rides. The show is the same, but since they run earlier in the day, you'll miss the illuminated Christmas lights. These trips also offer a discounted fare for children under six.
• VIP tickets include a few extra magical perks: an exclusive 2025 mug, a branded tote bag, and a special visit with Santa.

What if I need to cancel my reservation?

You can cancel your reservation up to seven days before your scheduled departure date.

• A full reservation cancellation has a fee of $25.
• You can also partially cancel a reservation (remove a few tickets) for a fee of $5 per person.

Please note that within seven days of your departure, no cancellations or refunds will be given. Due to the high demand for this event, we can't make any exceptions.

At the Trolley Depot

How do I receive my tickets?

All tickets must be picked up in person from the ticket window at the Trolley Depot, no less than 15 minutes before your scheduled departure. The Trolley Depot is located within Scott's Pointe, just past the front entrance. Your golden tickets are needed for boarding, so keep them handy!

Are seats assigned?

Yes, all seats are assigned before the event based on the order in which reservations were made.

How can I guarantee that I will be sitting with my friends?

To guarantee your group sits together, we highly recommend booking a single reservation for everyone. If different members of your party make separate reservations, we cannot guarantee you will be on the same trolley. If your groups have already booked separately but are on the same trolley number, please call our office with the names of everyone in your party, and we will do our best to seat you together.

What should we wear to the event?

We encourage passengers to wear their pajamas, just like in the book! Many families enjoy getting everyone—from kids to grandparents—to join in the fun. Just be sure to check the weather and bundle up accordingly!

Can I bring a stroller?

While you are welcome to bring a stroller, there is no room to store it on the trolley. We have a designated stroller parking area at the trolley station where you can leave it during your ride. Once you arrive at the North Pole, it's a short walk to the show's location.

The Trolley Experience

How long is the experience?

The entire experience, from the moment you board the trolley, is approximately 60 minutes.

What is included with my ticket?

• Hot chocolate and a delicious cookie
• The first gift of Christmas — a silver bell, just like in the book and movie

Will my child get to meet Santa?

Yes, Santa will visit each child to give them the very first gift of Christmas, a silver sleigh bell. Please note: children will not be able to sit on Santa's lap for photos.

Can I drive my car to the North Pole?

Parents with infants can follow the trolley to the North Pole in their own vehicles, but there are a few important requirements:

• All drivers must have an existing trolley reservation.
• When you check in at the Trolley Depot, you'll be given a vehicle ticket and the North Pole address.
• All cars must follow the trolley and then leave the North Pole at the same time to return to the Depot.

Are there restrooms available?

Restrooms are available for your use at both the Trolley Depot and the North Pole. There are no restrooms available on board the trolley.

Accessibility, Weather, & Other Questions

Is there access for people with disabilities?

Yes, we have limited space on our trolleys for guests using wheelchairs or other assistive devices. To ensure a wheelchair-equipped trolley is reserved for your trip, please check the designated box during the online reservation process. For any other special accommodations, please contact us in advance by calling 631-369-3031.

What if someone in my party has a food allergy?

Guests with allergies or dietary restrictions are welcome to bring their own snack or beverage on board the trolley. Please contact our office directly so we can make a note of it.

What happens if weather conditions are bad?

Our Polar Express Trolley Ride will operate as scheduled regardless of weather conditions like rain or snow. If extreme circumstances force us to cancel, we will contact all booked passengers immediately and offer a complete refund or the opportunity to reschedule.

What is your policy on gratuities?

Gratuities are not expected but are always appreciated. All tips are collected and then divided evenly among the entire cast at the end of the season.

Do you sell official Polar Express merchandise?

Yes! Official Polar Express merchandise is available for purchase on-site in the Trolley Depot. We are also excited to offer pre-ordered gift bundles.

Is there a fee for parking?

Parking is free!

Will my infant need a ticket?

No. Children two and under do not need a ticket. They must be seated on an adult’s lap while on the trolley and cannot be placed in a carrier or car seat.

Is there food available for purchase?

Lakeview Grill, a full-service restaurant, is located on our premises and is a great option for a meal before or after your experience. All Polar Express ticket holders will receive 10% off their dinner, just show your ticket to your server!

Please click the link to view Lake View Grill's Menu: Lake View Grill Menu