Polar Express Nov. 18th- Dec. 19th 2022

How can I buy tickets?
Tickets can be purchased online or via phone with a customer service representative by calling 1-800-819-2291.

What are the Classes of Service”?
First Class (Cocoa Class) and Coach Class

Once I am on board the train can I change my seat or move cars?
No. All seating is assigned. All tickets that are purchased together are sat together. If you requested to sit with a party who purchased separate tickets we will do our best to accommodate the request however, it is NOT guaranteed.

Each coach has a steward or car attendant that will seat passengers. Please be courteous as we have many hundreds of people to board the train in a very short amount of time. The steward or car attendant will seat you based on the assigned seating listed on your boarding envelope.

Is the train handicapped accessible?
Yes, please make sure to book with a ticketing agent over the phone when placing your order by calling 1-800-819-2291 and stating that there will be (a) handicapped individual(s) so that we can get you a handicap wider legroom seat, we can get you in a priority boarding area and board the train early. The maximum door opening width is 26 inches wide.

Is the train wheelchair accessible?
Yes, please make sure to book with a ticketing agent over the phone when placing your order 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.

How long is the trip?
About an hour and a half, round trip.

Are there bathrooms on the train?
Yes.

Do people actually wear their pajamas?
Yes! Most children and many adults wear their pajamas!

If I am traveling in a group but not on the same reservation, can we sit together?
If you requested to sit with a party who purchased separate tickets we will do our best to accommodate the request however, it is NOT guaranteed.  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 within 5 business days ahead of your departure time, no exceptions.

How will I get my tickets?
All tickets must be picked up in person and valid ID is needed.

Everyone will pick up their ticket envelope containing their golden tickets. KEEP THE TICKET ENVELOPE 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.

I lost my tickets, what should I do?
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 a new envelope!

I can’t make the date I chose, can I reschedule?
Yes, however this must be done 48 hours ahead of your departure time, and is subject to availability and a service charge. No exceptions.

Are there group discounts for the Polar Express Train Ride?
No, there are no discounts for the Polar Express. When ordering tickets for several families, it is best if one person takes the lead and orders for the entire group, that way you are guaranteed to have tickets for the same trip. If you order early and another party tries later and the trip is sold out, we can’t switch you or them into another trip. Also, once you get to the station and get your tickets, make sure the group leader informs one of the station attendants that your group is here and the number of people in your group so that we can help you board and sit together.

What are the ticket prices?
All children under two are subject to hot chocolate and cookies, however in first class there will be a mug handed out to only ages two and up. Extra mugs can be purchased in the station gift shop.

• Cocoa Class (First Class) Adult (Ages 13*): $68.00
• Cocoa Class (First Class) Child (Ages 2-12): $58.00
• Coach Class Adult (Ages 13+): $47.00
• Coach Class Child (Ages 2-12): $39.00

Where is the event held?
The Polar Express is held at Utica’s Union Station at 321 Main Street, Utica NY 13501.

When do tickets go on sale?
The Polar Express tickets go on sale on April 1st.

How soon should I purchase my tickets?
Plan to purchase your tickets as soon as possible. Friday and Saturday dates go very fast, especially in First Class!

Can I purchase my tickets over the phone?
Absolutely! Call 1-800-819-2291 and a customer service representative will be happy to assist!

Can I purchase tickets at the station ?
Yes, tickets can be purchased if available.

When should I arrive to the station?
Please arrive approximately one hour ahead of your scheduled departure time.

Where do I park my car?
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.

Do we really get hot chocolate and cookies on the train?
Yes!

Can we bring food and/or beverages on the train ?
All outside food and beverages (with the exception of unopened bottled water) are prohibited aboard the Polar Express. All bags will be subject to a bag check prior to boarding the train. Any outside food, beverages, weapons, alcohol etc is subject subject to confiscation .

What can I bring on the train?
All you will need to board the train is your tickets, coats, and any other materials needed for small children. All outside food and beverages are prohibited aboard the Polar Express (with the exception of unopened bottled water). All bags will be subject to a bag check prior to boarding the train. Any outside food, beverages, weapons, alcohol is subject to confiscation.

Can I bring my service dog?
Service dogs are always welcome on board the train, in our gift shop and in the station/train.

Can I bring a pet dog with me?
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.

Can I smoke on the train?
No. There is no smoking of any substances in any railcar, platform, bathroom or any other area on board 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.

Will l receive a refund if I can’t make the trip?

Is there anywhere to buy snacks or drinks in the station?
Yes! Please be sure to visit our gift shop before you board the train. We offer sodas, bottled water, coffee, and a wide variety of individually wrapped snack items.

Are there refreshments on board the train for purchase?
Hot chocolate and cookies are offered in all coaches aboard the train. No other food or beverages will be available on the train. You are allowed to bring unopened bottled water aboard.

How fast does the train go?
The train averages about 30 miles per hour.

What are the amenities of First Class seating?
First Class includes, table seating, souvenir mug (1 per ticket holder). Any child under two will be sitting on a lap, unless an individual ticket has been purchased for them

Can we pay with checks?
No. Only cash and cards are accepted.

Where is the closest international airport?
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.

Please be advised this trip is wheelchair accessible for standard size chairs. The maximum door opening width is 26 inches wide. Please make sure to measure your wheelchair before you make a reservation. If you have any questions or would like to reserve wheelchair seating, please contact the office toll-free at 1-800-819-2291.

Restrooms on the train are not wheelchair accessible, however there are wheelchair accessible restrooms in all of our stations.