Fillmore, CA | Frequently Asked Questions

 
What is THE POLAR EXPRESS™ Train Ride?

THE POLAR EXPRESS™ Train Ride is a re-creation of the classic children’s story on board a real train at TWO LOCATIONS in Southern California. Passengers are served hot chocolate and a treat by dancing chefs, enjoy a reading of the book by Chris Van Allsburg, and receive the first gift of Christmas (a silver sleigh bell) after Santa boards the train to greet families. Attendants lead passengers in caroling and fun holiday activities on the return trip to the station.

Where are your two locations?

Fillmore, CA (Ventura Co.)

Perris, CA (Inland Empire)

How is this event different?

THE POLAR EXPRESS™ Train Ride is an immersive event that is officially licensed by Warner Bros. Consumer Products. This event features a staff of energetic hosts who lead the train in an interactive, hour-long experience. Each coach is dressed in festive holiday décor and features color-changing LED lighting synched with the activities on board. Trains depart from two Southern California locations (Fillmore, CA and Perris, CA) on select dates this holiday season.

Where does the train go?

The train travels on a point-to-point route beginning and ending at the same station. It is important to note that the focus of the event is on the entertainment going on inside of the train, not the scenery outside. The route itself is not decorated for Christmas. However, the inside of the train is a magical, immersive experience that recreates the magic of THE POLAR EXPRESS™ with a cast of professional actors. 

Where do we park in Fillmore?

Event parking is available in several free municipal lots adjacent to the event and Fillmore City Hall. Please follow marked signage to the event entrance at the depot located at 364 Main St, Fillmore, CA 93015.

 

How long is the experience? When should we arrive in Fillmore?

The entire experience is roughly two hours in length. It is required that guests arrive in Fillmore approximately one hour prior to their departure time. This allows time to park and check in at Will Call at 364 Main St, Fillmore, CA 93015. Boarding will begin 20 minutes (and end five minutes) prior to listed departure times. The train ride itself is one hour in length.

Are there different classes of service?

There is one First Class table car (Car 2, Northern Lights) available to book at our location in Fillmore, CA. This car seats 56 passengers at tables of four. Remaining cars are Standard Class seating. 

Do you think sitting with a stranger at your table is a little awkward? So do we. To prevent this, we highly recommend that parties buy all seats at a table.

All seats on board the train are assigned and you will select your own table seats during the checkout process. Please review seating charts carefully. 

What are the differences between Value, Standard, and Premium pricing?

The only differences between Value, Standard, and Premium pricing 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.

Is seating assigned?

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 review seating charts carefully. The onboard presentation is designed to accommodate all seat locations and all passengers enjoy the same quality experience.

Do you have a seating chart? Which direction do seats face?

In Fillmore, all Standard Class seats face the same direction towards the front of the car. First Class seats in Car 2 (Northern Lights) face each other at tables that seat four. Since the train travels to the North Pole and returns over the same tracks, all passengers will ride forward for half of their trip and backward for the other half (or vice versa).

How soon should I book tickets?

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.

How do I book group tickets? Who qualifies for the group rate?

Groups of 20+ are eligible for a $5 discount per ticket and must be booked over the phone at (703) 544-5315. 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 reservations representative.

To qualify for the group rate, group tickets must be booked in a single transaction and passengers must ride on the same departure with seats that are located together. Third party vendors are not permitted to purchase group tickets for resale or to provide access to early booking/discounts.

Do infants ride for free?

Yes. Children under two may ride for free provided they are not occupying a seat and ride on an adult’s lap. An “Adult with 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 emergency.

How do I book Active Duty Military tickets?

Active duty military members with the appropriate uniformed service ID card are eligible for a $5 discount on each ticket (up to 10 tickets). To check out, please enter promo code MILITARY2019 and select the applicable military discount ticket product. Please note, the active duty individual must be a member of the attending party and must present their uniformed 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.

Why is the train in Fillmore not wheelchair accessible?

Unfortunately, wheelchair access is not available at our Fillmore, CA (Ventura Co.) location due to the doorway dimensions on the historic railcars at this railroad. Wheelchair accessibility is available at our Perris, CA (Inland Empire) location only. 

If a member of your party has a disability and requires a lift and wheelchair space, please consider the Perris, CA (Inland Empire) location. Wheelchair seating at the event in Perris, CA is comprised of a designated wheelchair space (no seat) and companion seats located nearby. The show is identical at both locations.

Do you have a gift shop?

A full range of exclusive THE POLAR EXPRESS™ gifts and keepsakes will be available for purchase at the event.

What should my family wear?

Families are encouraged to wear pajamas just like passengers from THE POLAR EXPRESS™ book and film. Passengers will spend time on an outdoor platform as they board and disembark from the train, so appropriate outdoor attire is also recommended in case of rain or chilly weather.

Are there restrooms on board the train?

Yes. Each train has onboard restrooms that are available to passengers. Please alert a staff member if a member of your party needs to use the restroom during the trip. 

Where can I find food allergy information?

Rail Events Productions does not guarantee an allergen free environment. Cookies and hot chocolate are served on the train. A complete list of ingredients is available at the Will Call desk for your review when checking in. Hot chocolate contains dairy products.

The Snickerdoodle Cookie is nut free and is produced in a nut free facility. The ingredient list for the provided cookie is as follows:

Bleached Flour (Wheat Flour, Niacin, Reduced Iron, Thiamine Mononitrate, Riboflavin, Folic Acid), Sugar Margarine (Palm Oil, Water, Soybean Oil, Salt, Mono-and Diglycerides, Artificial Butter Flavor, Calcium Disodium EDTA [preservative], Vitamin A Palmitate), Egg, Shortening (Palm Oil), Invert Sugar, Water, Whey Protein Concentrate, Artificial Flavors, Salt, Cream of Tartar, Baking Soda, Soy Lecithin (Emulsifier), Cinnamon Ground, Oil (Soy). 

Are tickets refundable?

Like sporting events, concerts, and other live events, tickets for THE POLAR EXPRESS™ Train Ride are not refundable.

Can I change my reservation to a different date or time?

Changes to the date and time of a reservation must be made within 24 hours of purchase and are subject to pricing differences. If seats are available on another date/train, our reservations agents will do their best to accommodate your request. However, no guarantees can be made that your reservation can be changed. Please contact an agent at (703) 544-5315 to request a date or time change.

Will the event take place if there is inclement weather?

Trains will continue to run in various weather conditions. However, trains may be cancelled or postponed at the railroad’s discretion due to weather or operational considerations. The event may also be cancelled or postponed if the State Highway Patrol closes major roads and freeways due to inclement weather. Full refunds will be offered in these scenarios.

Are pets or emotional support animals permitted on board?

No. For the comfort and safety of all guests, pets and emotional support animals are not permitted on THE POLAR EXPRESS Train Ride. Only trained service animals with identification cards are permitted in accordance with the Americans with Disabilities Act and California law.

No Alcohol Policy

THE POLAR EXPRESS™ Train Ride is a family-friendly, ALCOHOL-FREE event. No alcohol is sold or allowed on board the train and intoxicated passengers or those found in possession of alcohol will be removed from the event without refund.

THE POLAR EXPRESS and all related characters and elements © & ™ Warner Bros. Entertainment Inc. (s19)
Based on THE POLAR EXPRESS book and characters © & ™ 1985 by Chris Van Allsburg. Used by permission of Houghton Mifflin Company. All rights reserved.