FAQ - General

**Refund & Cancellation Policy:**
Cash Refunds:

Cancellations made 7 days or more from your scheduled trip will incur a 10% fee.
Cancellations made less than 7 days prior to a scheduled trip will incur a 30% fee.

Cancellations for Dinner Trains that are made less than 72 Hours prior to a scheduled trip will incur a 50% fee.

(We cannot refund online processing fees)

Ride Credits:
Available for any cancellation prior to departure. A Ride Credit will be issued for the full amount of the ticket price and are valid for 1 year from the date they are issued. Ride Credits for Dinner Trains are that are canceled 72 hours or less from the date of departure will only be issued for 50% of the ticket value. Ride Credits are non refundable.

Customers that do not call or show, forfeit their fares.

The Adirondack Railroad is not responsible for reservations that are booked online for the incorrect date.

You assume all risk and danger incidental to the train ride, event, or performance whether occurring prior to, during, or after said trip. You assume all risk and danger of injury and you agree that the management, its agents, and the performers are not responsible or liable for any injuries resulting from such causes.

No alcohol, drugs, or weapons allowed. You hereby consent to the reasonable search for alcoholic beverages, drugs, or weapons. You further consent to the use of your image or likeness incidental to any display, transmission, or reproduction of the event. Management reserves the right to refuse admission or eject any person whose conduct is deemed by management to be disorderly or who fails to comply with the terms and conditions herein.

Tickets are not Transferable. 

• Please call our office at 315-724-0700 for more information or to book a group.

All ticketing is handled by Fareharbor.

Yes. Tickets can be purchased with a customer service representative by calling 1-800-819-2291.

Please see your trip, as many excursions offer different classes of service.

Yes, please make sure select “A member of my needs assistance” when booking or you may book over the phone by calling 1-800-819-2291.

Yes, please make sure select “A member of my party is in a wheelchair” when booking or you may book over the phone by calling 1-800-819-2291 and stating that there will be a person in a wheelchair so that we can get you in a priority boarding area and board the train early. The maximum door opening width is 26 inches wide.

Yes.

Yes, however, please try to book on the same reservation if you have not made it already. If you have made your reservation already please call 1-800-819-2291 and let a ticket agent know that you would like to sit with another party. You can not change where you are seated at the ticket window, any changes to the reservation must be made 48 hours ahead of your departure time, no exceptions.

Everyone will pick up their tickets or ticket envelope containing their tickets. KEEP THE TICKET ENVELOPE OR TICKETS OUT AND READY as it is needed when you enter the platform. Please note, the email you received when you purchased the tickets is not your ticket to the train, you must proceed to the ticket window as you enter the station.

Don’t panic! We can help! 

1. If you have an email confirmation please show the conductor/car attendant/steward the email you received. 
2. If you are not yet out to the platform and have spare time in the station, return to the ticket booth and explain you have lost your tickets, we will gladly get you new ones!

Absolutely! Call 1-800-819-2291 and a customer service representative will be happy to assist!

Walk up purchase service at the station is EXTREMELY  limited on fall and winter trips. Please plan to purchase your tickets online or with a customer service representative.

Please arrive approximately 30 minutes ahead of time for summer trips and one hour ahead of your scheduled departure time for fall and winter excursions.

There are multiple lots around Utica’s Union Station. However, with such a large number of passengers, parking may be limited. Please make sure you are not in a no parking zone.

All you will need to board the train is your tickets, coats, and any other materials needed for small children. All bags will be subject to a bag check prior to boarding the train. Weapons, and alcohol is subject to confiscation.

Service dogs are always welcome on board the train, in our gift shop, and in the station/train.

Service Animal Defined by Title II and Title III of the ADA. A service animal means any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability.

Emotional support animals, comfort animals, and therapy dogs are not service animals under Title II and Title III of the ADA.

No live animals are allowed on any Adirondack Railroad trains except for service animals with their owner or trainer. We strongly encourage our guests to find suitable daytime facilities for your pets and not leave them in a parked car.

No. There is no smoking of any substances in any railcar, platform, bathroom, or any other area onboard the train. This includes cigarettes, cigars, pipes, e-cigs, vapor pens, and all other devices. Anyone who attempts to smoke any substance above is subject to a fine. Remember, If you can light it, you can smoke it. Don’t try it.

Cancellations made within 7 days of a scheduled trip will incur a 10% fee. Cancellations made less than 7 days prior to a scheduled trip will incur a 30% fee. A Ride Credit can also be issued for canceled trips. Ride Credits will be for the full amount of the ticket price and are valid for 1 year from the date they are issued. Customers that do not call or show, forfeit their fares.

The train averages about 40 miles per hour.

No. Only cash and cards are accepted.

Syracuse Hancock International Airport is located approximately 56 miles away. The shortest route via I-90 will take approximately one hour. Please plan accordingly. ⚠️ This route has tolls.