FAQ


Christmas 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 hot food, a wooden 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. 

Can we book two families on one ticket?

You are allowed to providing it meets with current government coronavirus advice. Please see here: https://www.gov.uk/coronavirus

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.  See here: https://plymrail.digitickets.co.uk/category/29941

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 happens if government restrictions lead to trains cancelled?

The PVR will refund the cost of any tickets (apart from any administration fees)  if any days are cancelled to abide by government or local authority advice.

What if I have to isolate and my party cannot travel?

Our team will endeavour to alter your service to a date post-isolation however if this is not possible a voucher will be issued to be used throughout 2021. 

What COVID Secure measures do you have in place?

We are recognised as a We're Good To Go organisation and have robust risk assessments in place and have introduced measures that include:

  • Deep Cleaning all carriages after every day of service.
  • Cleaning tables and grab handles after every service.
  • Hand sanitising facilities around the site.
  • Perspex screens in between tables.
  • One way system on the train.
  • Limits to the number of people in buildings.
  • Encouraging face coverings on the train.
  • Track and Trace details taken