FAQ


The North Pole Express Frequently Asked Questions

Please see below a list of questions we get asked a lot! If you are still unsure please feel free to get in touch either on Facebook, the website or by  emailing plymrail@yahoo.co.uk

What is the difference between First Class & Standard Class?

Standard Class is in tables of four in our open coaches. First Class is in our larger compartment style seats which sit up to six people. 

What attractions do you have?

We have local stalls, hot food, a fairground ride, and hopefully some animals and other attractions. More will be confirmed closer to the time. 

How old is a child?

A child is between and including two and fifteen.

Do I have to type the age of my children?

No, this is only to give us a rough idea when it comes to present buying. All paying children will get a gift.

I have a child aged under two, can I pay for him?

You are more than welcome to pay for your infant (Under twos) as they will then receive a gift and a seat on the train. We have gifts to cover infants. 

Will we sit together?

Yes, if you book as one booking you will be allocated seats together. If you cover two or more tables these may be behind but you will be together. If you are trying to book two families please book under one booking to ensure you are seated together. 

I have not received a confirmation email.

Not to worry, please check your SPAM and JUNK files. If you cannot locate the confirmation email please get in touch. We can then resend it to the email you have contacted us with. Please send an email to plymrail@yahoo.co.uk.

I would like to add to my booking

We will try our upmost to ensure you are sat together but cannot guarantee it. Please book as normal under the same name and we will try our best to accommodate the addition. 

 I can no longer make a train I have booked onto. 

No problem, as long as you are registered with an account with us you are able to log in and change the date/service that you can no longer attend. There is however a £1 administration fee as trains may already be seated. You can only move onto a train that has available seats. 

To complete this:

Select the My Account Option (2nd image)

In Order History select your tickets, organised by purchase date.

 

Select 'Change Date/ Time'

Re-select your desired service

Press Checkout

Purchase the 1.00 Administration Fee.

Your change is complete.



I did not register for an account/paid cash on site and would like to change trains.

Please visit our booking page HERE and purchase a NPE Alteration/Cancellation Booking. Please outline within the booking what you would like to change ensuring that all dates/times and quantities are correct. 

I wish to cancel my booking.

That’s unfortunate. As stated in our Terms and Conditions when booking we cannot offer refunds however we can give a voucher to cover the costs to the booking. We have introduced a system so all cancellations are sent to the same location so are all seen and acted upon. There is however a £1 administration fee. Please see HERE and complete the form. 

I need to change the ages of my children.

The age is not important, it is requested to get averages of the number of children per age category!

What's the difference on the Preview Day?

Very little, we have made some exciting changes and we'd like to trial them so for taking part we are offering 20% off all tickets. To receive this offer just select a departure on 1st December and the discount will be applied automatically.