Frequently Asked Questions
Frequently Asked Questions
- Showtimes: Event times listed on schedules and your confirmation email represent the official showtime and beginning of the boarding process. It is required that guests arrive approximately 60 minutes prior to their listed showtime. This allows time to park and check in at the Box Office.
- North Pole: Based on feedback from our guests and a continued emphasis on improving the show inside the train, this year’s event will not feature an outdoor North Pole set. Santa will still board the train to greet passengers and present The First Gift of Christmas at the appropriate time during the show as he does at our other major market locations.
View our Price Calendar for a breakdown of our schedule and pricing tiers HERE.
2024 Event Pricing
Value Departures: $50 Adult, $42 Child (2-11) │ Standard Departures: $65 Adult, $57 Child (2-11) │ Premium Departures: $78 Adult, $70 Child (2-11)
Additional ticketing service fee will apply.
View our Price Calendar for a breakdown of our different pricing tiers HERE.
The only differences between Value, Standard, and Premium departures 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.
There is one class of service on THE POLAR EXPRESS™ Train Ride in New Orleans: Coach Class. Please visit The Ride for full information and photos of each.
THE POLAR EXPRESS™ Train Ride is truly something special and with the addition of our Sensory Friendly Train on Dec. 17th at 11:00am and 1:00pm all families and children on the autism spectrum or other disabilities that create sensory disabilities have a unique and welcoming opportunity during the event.
The Sensory Friendly performance is the same as other performances, but with significant modifications to meet the needs of our guests. Changes include softer audio levels with limited startling or jolting audio effects, limiting strobe and flashing lighting effects, and the addition of normal car lighting on board. Some dialogue changes have been made to accommodate the interactions between the actors and guests.
THE POLAR EXPRESS™ Train Ride is truly something special and with the addition of an ASL interpretation of the show on December 20 at 3:00pm, all passengers who require an ASL interpreter are welcome to join us! A block of seats has been designated for the best viewing of the show and interpretation.
The ASL interpreted show is the same as other performances, but with the addition of a professional interpreter who is in costume shadowing the performers. If you’d like to book tickets for this departure, please use our CONTACT US form or contact a reservation agent at 504-930-4408.
If you would like to request a sign language interpreter for another departure, please use our CONTACT US form or contact a reservation agent at 504-930-4408. A Rail Events Productions team member will reach out to you directly to coordinate this service with you. This request must be made at least four weeks prior to your visit for a professional interpreter to be booked and trained on event specifics.
Event times listed on schedules and your confirmation email represent the official showtime and beginning of the boarding process. It is required that guests arrive approximately 60 minutes prior to their listed showtime. This allows time to park and check in at the Box Office. Late arrivals will not be permitted to pick up tickets or board the train after the times listed below:
The Box Office closes at showtime. Therefore, all boarding passes must be picked up prior to this time.
The Boarding Platform closes 10 minutes after showtime. Absolutely no passengers will be allowed to board after that time. This includes parties who previously picked up their boarding passes from the Box Office or passengers who have other members of their party already on the train.
The entire experience in New Orleans and on the train 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 the New Orleans Union Passenger Terminal. The train ride itself is one hour in length.
Box office closes at showtime and the boarding platform closes 10 after showtime. No passengers will be allowed to board after the platform has been closed. This includes parties who may have other group members that boarded separately.
THE POLAR EXPRESS™ Train Ride departs from and returns to New Orleans Union Passenger Terminal located at 1001 Loyola Avenue, New Orleans, LA 70113. Guests must check-in at the Polar Express Box Office inside the terminal. Please follow signage to check in prior to your trip.
Guests are responsible for finding their own parking near New Orleans Union Passenger Terminal. Information about parking near New Orleans Union Passenger Terminal can be found via Amtrak website HERE.
For the most efficient purchase experience, we recommend booking tickets here on our website as our phone lines are extremely busy during periods of high demand. Once tickets have been released, reservation agents can be reached using the form on our Contact Us page or by calling 504-930-4408 during the following hours:
Monday-Friday: 9:00am – 9:00pm
Saturday: 10:00am – 6:00pm
Sunday: 2:00pm – 6:00pm
All times are Eastern Standard Time.
Please leave a callback number as instructed if prompted by our phone system. An agent will return your call as soon as possible and the return call may come from an unfamiliar number or area code. Please only leave a callback number once. Leaving the same callback number again bumps you to the end of the queue.
THE POLAR EXPRESS™ Train Ride is a magical re-creation of the classic children’s story led by a cast of talented actors on board a real train. Have your golden tickets ready for the Conductor! Passengers are served hot chocolate and Walker’s Shortbread by dancing chefs, enjoy a reading of the classic book by Chris Van Allsburg, and receive the First Gift of Christmas after Santa boards the train to greet families. Performers engage passengers in caroling and fun holiday activities on the heartwarming trip back to the station.
It was over one hundred twenty-three years ago that the Walker family started baking shortbread in the Speyside village of Aberlour, where they remain to this day.
Joseph Walker founded the company when he opened his village bakery in 1898; now it is his grandchildren and great-grandchildren that continue the tradition of fine baking that he started. In fact, the founder’s personal guarantee is still marked on every pack to confirm that Walkers’ products are made with only the best ingredients obtainable. Though the Walker family have added many new products to their range during the last century, each and every one holds to those original values of quality and natural goodness.
As it always has been, our shortbread is made using only four ingredients: flour, pure creamery butter, sugar, and salt. We are proud to say that our products contain no artificial flavorings, colorings, or preservatives.
In its distinctive tartan packaging, Walker’s range of products is packed with Scottish character, both inside and out. The name Walker’s is recognized as a mark of excellence the world over, a true Scottish classic.
Visit the Walker’s Online Shop and use Coupon Code PEXNO24 to save 20% on your next order of Walker’s Shortbread. Offer expires 12/31/24. Offer not valid on Sale Items.
A full range of exclusive THE POLAR EXPRESS™ gifts and keepsakes will be available for purchase at the event. The gift shop is located inside of New Orleans Union Passenger Terminal, just steps away from the welcome tent and boarding area. Built in 1904, the beautifully restored station epitomizes a classic railroad structure of yesteryear and is the perfect place to do your holiday shopping before or after your ride.
Is your family ready to arrive in style wearing matching pajamas this holiday season? Would you like to bring your own copy of the book to read along with during the trip? Exclusive, officially licensed THE POLAR EXPRESS™ pajamas, books, and DVDs are now available to order online prior to your visit! Whether you are attending our event or enjoying a fun THE POLAR EXPRESS™ party at home, hop on board with our new and unique products. Quantities on popular items are limited so order now and complete your holiday shopping before supplies run out.
We offer adorable matching family pajamas with iconic THE POLAR EXPRESS™ images that adorn both youth and adult sizes. Soft and cozy fleece styles will keep you warm on your train ride and throughout the season at home. Be sure to add the classic hardcover book and DVD to your order! Confirmed orders ship within 7-10 days.
Visit raileventsretail.com to shop now!
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 click the image below for a full-size version of our detailed Seating Chart. All cars feature the same class of service and offer the same experience.
It is recommended that reservations are made as soon as your group knows which date and time you would like to attend. Tickets are expected to sell out quickly for this popular event.
Groups of 20+ must be booked over the phone at 504-930-4408. 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 reservation agent. Group discounts are not offered.
Tickets cannot be added to or removed from a group order once placed. Upon arrival, a single member of the group is responsible for picking up all of the boarding passes and Golden Tickets from the Box Office. That person will then distribute those items to the rest of the group.
Active-duty military members and first responders with the appropriate ID card are eligible for a $5 discount on each ticket (up to 10 tickets). To check out, please enter promo code HERO5 and select the applicable discount ticket product. Please note, the active-duty individual or first responder must be a member of the attending party and must present their valid 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.
New Orleans Union Passenger Terminal and the train are wheelchair accessible, however, wheelchair seating is limited. Access to the train is provided by a mobile lift on the platform and space for wheelchairs is located in select Coach Class coaches. There are wheelchair-accessible restrooms located on the train cars
Designated parking spaces for those with disabilities and the proper disabled parking placard are located at the station. If a member of your party requires wheelchair access, please select the designated wheelchair space and companion seats online or contact a reservation agent at 504-930-4408.
If a member of your party has a disability and requires a wheelchair space, please select the designated space/companion seats online or contact a reservation agent to assist with additional needs. These seats are comprised of a designated wheelchair space (no seat) and companion seats located across the aisle. It is important to note that there are no wheelchair-accessible restrooms located on the train. However, there are wheelchair-accessible restrooms located on the event grounds. For additional information on wheelchair access, please see the previous FAQ or contact a reservation agent at 504-930-4408.
We will have an ASL interpretation of the show on December 20th at 3:00pm. A block of seats has been designated for the best viewing of the show and interpretation. Our interpreters will be in costume and shadow the performers. If you’d like to book tickets for this particular departure, please use our CONTACT US form or contact a reservation agent at 504-930-4408.
If you would like to request a sign language interpreter for another departure, please use our CONTACT US form or contact a reservation agent at 504-930-4408. A Rail Events Productions team member will reach out to you directly to coordinate this service with you. This request must be made at least four weeks prior to your visit in order for a professional interpreter to be booked and trained on event specifics.
Rail Events Productions does not guarantee an allergen-free environment. Walker’s Shortbread and Hot Chocolate are served on the train. A complete list of ingredients is available below and at the Box Office for your review.
Walker’s Shortbread
Ingredients: Wheat Flour (Wheat Flour, Calcium Carbonate, Iron, Niacin, Thiamin), Butter (Milk) (32%), Sugar, Salt.
Allergens: Wheat, Milk. May contain tree nuts.
Suitable for vegetarians and Certified Kosher OUD.
Hot Chocolate
Ingredients: Sugar, Corn Syrup, Modified Whey, Dutch Cocoa (processed
With Alkali), Hydrogenated Coconut Oil, Sodium Caseinate
(milk Derivative), Salt, Dipotassium Phosphate, Mono and
Diglycerides, Sodium Aluminosilicate, Natural Flavor.
Allergens & Warnings:
Contains Milk. Free from NA.
Attributes Kosher
If you plan to take mass transit to the event, please allow ample time in case of delays and study schedules/maps carefully. THE POLAR EXPRESS™ Train Ride is not responsible for the on-time performance of mass transit. Trains will not be held for late arrivals and tickets are non-refundable.
A limited number of restrooms are available on board the train. Please alert a staff member if a member of your party needs to use the restroom, as they may need to be escorted to another car to access the nearest one. It is important to note that there are no wheelchair-accessible restrooms located on the train. However, there are wheelchair-accessible restrooms located inside of Union Passenger Terminal.
Children under two may ride for free provided they are not occupying a seat and ride on an adult’s lap. A free 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 an emergency.
Children under two receive a silver sleigh bell from Santa but do not receive a treat or hot chocolate.
Families are encouraged to wear warm pajamas just like passengers from THE POLAR EXPRESS™ book and film. Passengers will spend time on an unheated platform as they board and disembark from the train, so appropriate winter attire is also recommended.
Want to arrive at the event in style? Officially licensed THE POLAR EXPRESS™ Train Ride pajamas and the original book by Chris Van Allsburg are available for order at raileventsretail.com. Orders ship 7-10 days from the time of purchase.
The train follows a point-to-point route primarily within the New Orleans Amtrak facility and Mid City. This route includes changes in direction that are incorporated into the presentation on board. It is important to note that this is not a scenic sightseeing trip. The emphasis of the event is the live, immersive entertainment inside the train.
Like sporting events, concerts, and other live events, tickets for THE POLAR EXPRESS™ Train Ride are not refundable. However, passenger names can be changed prior to the event by clicking the Customer Support Form in your confirmation email or using the Contact Us form on our site.
Changes to the date and time of a reservation can be requested but are subject to availability and pricing differences. If seats are available on another date/train, our reservation agents will do their best to accommodate your request. However, no guarantees can be made that your reservation can be changed. Please use the form on our Contact Us page or call 504-930-4408 to initiate a date or time change request.
The purchaser must change the entire order to a single date and departure. The purchaser may not split off a portion of the order for a different date or time.
Name changes on tickets are allowed. Passenger names can be changed at any time prior to the event by clicking the Customer Support Form in your confirmation email or using the Contact Us form on our site.
Trains will continue to run in snow and other weather conditions. However, trains may be canceled or postponed at Amtrak’s discretion due to weather or operational considerations. The event may also be canceled or postponed if major roads and freeways are closed near the event due to snow or natural disasters. Full refunds will be offered in these cancellation scenarios.
THE POLAR EXPRESS™ Train Ride is a family-friendly event and no alcohol is sold or allowed on board the train or on the event grounds. Intoxicated passengers or those found in possession of alcohol will be removed from the event without a refund. This is a zero-tolerance policy.
- The Box Office CLOSES AT SHOWTIME. Therefore, all boarding passes must be picked up prior to this time.
- The Boarding Platform CLOSES 10 MINUTES AFTER SHOWTIME. No passengers will be allowed to board the train after this time.
- Tickets are nonrefundable and nonexchangeable.
- Tickets are valid only for the date, time, car, and seat shown on the ticket. Purchaser acknowledges that they have individually selected their seats. Rail Events Productions Inc. (“REP”) is not responsible for errors in seating.
- REP and its agents reserve the right to refuse service or de-board passengers for disruptive or offensive behavior.
- REP does not guarantee an allergen-free environment.
- Passengers are prohibited from bringing alcoholic beverages or weapons onto the event grounds.
- Smoking is not allowed on THE POLAR EXPRESS™ Train Ride event grounds or on board the train (this includes e-cigarettes and other similar devices).
- REP does not accept liability for loss or damage suffered by the ticket user. For more information please review the Release of Liability and Indemnity.
- Your ticket purchase and/or participation in any train related departure/event grants REP, its licensing partners, officers, and employees permission to use your image, voice, and/or likeness as follows in its promotional materials: REP shall have the right to photograph, publish, re-publish, adapt, exhibit, perform, reproduce, edit, modify, make derivative works, distribute, display or otherwise use or reuse the attendee’s image, voice, and/or likeness in connection with any product or service in all markets, media or technology now known or hereafter developed in REP’s products or services. REP may exercise any of these rights itself or through any successors, transferees, licensees, distributors or other parties, commercial or nonprofit.
- RELEASE OF LIABILITY, COVENANT NOT TO SUE, AND INDEMNITY
- 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 Inc. (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, judgments, 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 ticket holder’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. - 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.
Privacy Policy
Rail Events Productions and Etix understand that your right to privacy is very important. This privacy policy applies to our Site and the apps where it appears. It describes how we treat personal and private information which we collect.
Collected Information
Rail Events Productions and Etix may collect information from and about you, including but not limited to…
Your name, street address, or other contact information
Your credit card number, billing zip code, and other payment and billing information
Information you post on our website or a third-party social media site
Information about events you like, products you buy, or other demographic information
Information about the browser you’re using to access our Site, which site you came from or where you went after, location information or your type of mobile device, etc
How We Collect Information
Rail Events Productions and Etix may collect information…
Directly from you if you register, post on our Site, ask us a question, etc
By using browser cookies, web beacons, and other browser tracking tools
From third parties if you use an integrated social media feature on our website or app
How We Use Information
Rail Events Productions and Etix may use the information we collect…
To respond to your questions or requests
To improve our products and services
To look at site trends and customer interests
For security purposes
For marketing purposes
You may opt-out of having your online behavior tracked for advertising purposes. To learn more, click HERE.
For transactional communications
For the purpose of fraud detection and prevention, and share the personal information with a third-party service provider for such purpose.
As otherwise permitted by law
Sharing Information
Rail Events Productions and Etix may share the information we collect…
With third parties who perform services on our behalf
With our business partners
If we believe we must in order to comply with the law
With a successor to all or part of our business
Learn more about Security, EU-U.S. Privacy Shield Compliance, California Consumer Privacy Rights, CCPA Rights Requests, Non-Discrimination, and Nevada Consumer Privacy Rights by clicking HERE.
