FAQS

All tickets are sold online. You cannot order tickets via phone or in person at the railway. We accept all major credit and debit cards as payment and we use Stripe as our payment processor.

Yes! We are pleased that we are now able to offer Klarna as a payment option. Klarna helps you to spread the cost of your tickets.

Our full range of times, dates, and their prices can be found by clicking the link below.

Our carriages all come from heritage stock and all differ. Photos and video are for illustrative purposes only and we reserve the right to change our carriages for operational reasons at any time.

We are happy to offer a discount for a carer ticket to passengers who need an extra carer with them in order to enjoy the experience. If you are in receipt of the highest rate of Disability Living Allowance (DLA), ADP, CDP, or enhanced rate Personal Independence Payment (PIP) benefit or you have an access card with a +1 shown, we offer a 50% discount on the carer’s ticket.

The following requirements are needed to receive a carer discount:

• Highest Rate of Disability Living Allowance (DLA), ADCP, CDP, OR
• Enhanced Rate Personal Independence Payment (PIP) OR
• An Access Card showing +1

Firstly, purchase your tickets on the website at full price.

Contact Customer Service on the link below with your booking number and proof of entitlement. Our elves will then refund you 50% of 1 ticket minus the compulsory £3.00 booking fee.

Please note there must be at least 1 full paying adult on the booking in order to claim a carers ticket.

We accept the following as proof of entitlement:

• A photo of full official letter dated in the last 12 months from the Department of Work and Pensions OR
• A photo of an Access Card (both sides) clearly showing the photo and number.

We DO NOT accept

• Blue badges
• CEA Cards
• Bank Statements
• Doctors / Medical letters

We are unable to accept carers discounts for the following:

• In conjunction with any coupons or discounts already on performances or when applied to at the checkout.
• There MUST be at least 1 full paying adult.

Please note that the Carer discount cannot be applied to bookings after 30 December. All requests must be submitted before this date.

Unfortunately, the carers discount is only available for tickets purchased directly through us. Tickets bought via third-party sellers are not eligible.

If you are booking more than 32 tickets, please click the button below. This will allow our team to review your requirements and assist with larger group arrangements to ensure the best seating options are available for your party.

If you are booking fewer than 32 tickets, please use the button below to book as normal. You can complete your booking online, and your tickets will be allocated through our standard reservation system.

We are pleased to be able to offer ticket protection through our 3rd party partner, Secure My Booking.

Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for a number of covered reasons, including illness, travel delay, adverse weather conditions and more.

To see what is covered please see the Secure My Booking link.

Ticket protection is offered through our 3rd party partner, Secure My Booking.

You can see details here:

Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. They will make the decision if your situation is covered or not. We do not have the ability to override this decision.

Ticket protection MUST be added at the time of booking. We cannot add it at a later stage. You will be shown the option to add protection when booking. All tickets must be covered or none at all.

The Ticket Protection is non-refundable in any circumstance. You are covered from the moment you purchase tickets.

If you have ticket protection, you can make a claim using the link below.

Please be aware, Secure My Booking's decision is final and we are not able to change this.

Ingredients: Sugar, Skimmed Milk Powder (13.9%), Glucose Syrup, Fat Reduced Cocoa Powder (10.4%), Coconut Oil, Thickener (E415), Flavouring, Anti-Caking Agent (E551), Acidity Regulator (E340), Stabilisers (E331, E452), Salt [Sodium Chloride, Anti-Caking Agent (E535)].
For allergens: see ingredients in bold.

Ingredients: Fat reduced cocoa powder¹ 23%, glucose syrup, maltodextrin, Belgian Chocolate 10% (sugar, cocoa mass¹, fat-reduced cocoa powder¹, flavouring), sugar, fully hydrogenated coconut oil, gluten-free oat flour, refined coconut oil, thickener (guar gum), salt, emulsifiers (E322, E47), modified starch, hydrolysed pea protein, sweetener (aspartame²), stabilisers (E340, E340(i)), anti-caking agents (E551, E341 (ii)), flavouring (vanillin), colour (E160a).
Allergens: May Contain: Milk
² Contains a source of phenylalanine.

Ingredients: Flour Blend (Rice, Potato, Tapioca, Maize, Buckwheat), margarine (palm oil, rapeseed oil), sugar, Chocolate chips [sugar 58.5%; cocoa mass 33.0%; cocoa butter 8.0%; emulsifier: SOYA lecithin <1%; natural vanilla flavouring <1%], cornflour, rice flour, water.
Allergens: see ingredients in bold. May contain wheat.

Ingredients: WHEAT flour (with calcium, iron, niacin & Thiamine), Sugar, salted butter (12%) (butter(MILK), Salt), Vegetable margarine (palm oil, rapeseed oil, water, emulsifier, mono- & di-glycerides of fatty acid), OATS, milk chocolate chunk (6%) (sugar, whole MILK powder, cocoa butter, cocoa mass, Whey powder (MILK), emulsifier; SOYA lecithin, vanilla extract), Brown sugar (sugar, Cane molasses), golden syrup, rapeseed oil, baking powder (raising agents: sodium acid pyrophosphate and sodium bicarbonate).
For allergens: see ingredients in bold.

Please refer to the allergy sheet on board the train; the chefs will bring it around.

We are sorry you wish to return your items / your item is faulty. Please contact our customer services who can assist with this. We will require your receipt number in order to process this.

Golden tickets will be given out on the day of your event to ensure everyone has them on board and can join in with the fun activities.

Unfortunately, we cannot issue refunds for tickets purchased through third-party sellers. Any refund requests must be directed to the original seller.

Please see our Terms and conditions for this information.