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FAQs - The Experience

  • Believe! THE POLAR EXPRESS™ Experience is a magical, multi-room immersive walkthrough event that brings the beloved story to life. Starting in the boy’s bedroom, guests step into the world of THE POLAR EXPRESS™ and move through a series of beautifully designed scenes. You’ll journey from the station, across the icy lake beneath the enchanting Northern Lights, and encounter some of the much-loved characters along the way.

    Finally, you’ll arrive at the North Pole, where you’ll meet Santa Claus in person. At the North Pole, guests are treated to the first gift of Christmas, enjoy a delicious cookie and hot chocolate, sing festive songs, participate in a pyjama competition, and even write a letter to Santa in his workshop.

    This heartwarming experience is a fully immersive, walk-through adventure filled with holiday magic — bringing the spirit of THE POLAR EXPRESS™ directly to you

  • No, this is not a train ride like the much beloved train rides throughout the UK. This is a brand new immersive walkthrough event that brings the film to life in a whole new way. While you will see the train and board carriages along the way, you will not actually travel anywhere on a train. 
  • Believe! THE POLAR EXPRESS™ Experience lasts about an hour, taking you on an unforgettable journey from the boy's room to the North Pole. Once you arrive at the North pole, you can stay as long as you like to enjoy the festivities, indulge in food and drinks, and fully soak in the holiday spirit.
  • No, pictures are not permitted throughout the performance. However, in the final North Pole room, you’re welcome to take as many pictures as you’d like and enjoy the various photo opportunities available.
  • The event runs from November through December on various dates. The best place to find the specific dates is by clicking below to be redirected to ticketmaster.
  • The journey starts from O2 Victoria Warehouse in Manchester. It takes place in the room above the main stage. Don’t worry – once you arrive, there will be staff available to guide you, along with plenty of signs to help you find your way. You won't be able to miss it!

FAQs - Arrival and Facilities

  • We recommend arriving at least 10 minutes before your ticket time. Upon arrival, you’ll check in at the box office where you’ll receive a wristband indicating your group. After that, feel free to visit the cloakroom, buggy park and restrooms before heading to the waiting room.
  • Unfortunately, we can't guarantee a spot if you arrive late. However, we will do our best to accommodate you and get you into a show.
  • In the spirit of  THE POLAR EXPRESS™  we recommend wearing your best pyjamas! 
  • There will be food and drink in the NORTH POLE, of course! You’ll be well taken care of during your journey.
  • Yes! In the NORTH POLE, there will be a shop where you can purchase exclusive THE POLAR EXPRESS™ merchandise. Plus, there will be photo opportunities throughout the experience to help make this a truly memorable journey.
  • There will be toilets that you can use upon arrival/while you wait to enter the experience and there are toilets available when you reach the north pole. 

FAQs - Accessibility 

  • The show isn’t physically demanding. You will be invited to take part in a few activities along the way, but they are completely optional and won’t be demanding.
  • Yes, there is wheelchair access. There is a lift, and all the sets are accessible via ramps. The carriage can accommodate one wheelchairs at a time, there are wheel chair tickets available on the hour every hour throughout the day. If you need a carer ticket free of charge please contact us and we will send a code for you to book. 
  • Yes, no part of the experience will affect you during pregnancy. However, please note that the show does use strobe effects, so if you are sensitive to that, it may not be suitable.
  • We wouldn’t recommend carrying babies as there’s a lot of movement, including sitting, standing and moving between rooms. Additionally, there are bright lights and heavy use of sound effects throughout the experience. If you plan to bring your little one along, it might be more ideal to use a baby carrier and utilise ear defenders.
  • Unfortunately, buggies are not allowed through the performance. However, we have a designated buggy park where you can leave them safely during the show.
  • Yes all of our normal performances contain flashing lights and loud noises. We do offer specific relaxed performances which have little to no lighting effects and noise is kept to a minimum ensuring we cater for all needs. Please visit our booking page to view these options. 

FAQs - Booking Tickets

  • All tickets for the event can be found on Ticketmaster UK. For all ticket options please click HERE
  • You can buy tickets at the door, but availability is not guaranteed. It’s best to book in advance.
  • For large groups please book the same time slot for arrival, maximum group size possible is 35 dependant on availability. Please arrive with plenty of time to check in and our hosts will try and accommodate your group if availability permits.
  • Tickets are non-refundable but they are transferable. Also if you'd like to reschedule for another day, you can do this up to a week before your assigned time
  • You can book tickets for specific times as a group through ticketmaster.

  • We will be holding a relaxed performance for one day, with the possibility of adding more depending on demand. On this day, the sound will be set to a lower volume, all lights will remain on, and our actors—trained for these types of shows—will ensure a comfortable and enjoyable experience.

    In addition, we will run a show every hour for wheelchair users and for anyone who needs a carer. A wheelchair ticket includes one carer, and all other carer tickets are half price. Our general rule is: for each person who needs a carer, two discounted carer tickets are allowed.

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