FEATURE
Frequently Asked Questions
Event Information
What are the dates of the event?
November 19 through December 23.
What are the departure times?
Departures are scheduled for 1:00 PM, 3:00 PM, 5:30 PM, and 7:30 PM. Not every departure operates each day.
What is at the depot?
The depot includes nearby parking, a ticket office, gift shop, restrooms, and a boarding area.
What food and beverages are served?
Chefs serve hot cocoa and cookies to all passengers aboard the train.
Are souvenirs and gifts available?
The depot gift shop sells ornaments, toys, T-shirts, holiday gifts, and ride memorabilia.
What happens during the train ride?
Passengers are encouraged to wear pajamas. The holiday-decorated train features a conductor who welcomes passengers and punches their tickets, a reading of The Polar Express, music from the movie, and hot cocoa and cookies served by dancing chefs.
Passengers view Santa Claus and his elves at the North Pole before they board the train. Elves entertain passengers and lead Christmas carols, while Santa visits each car, greets every child, and gives each child a silver sleigh bell.
How long does the ride last?
The round trip lasts approximately one hour. Allow additional time for parking, collecting tickets at Will Call, and visiting the gift shop.
Where does the train go?
The train makes a round trip from the depot toward the North Pole. Passengers remain inside the train throughout the experience.
Where is the North Pole?
Its location is not disclosed in order to preserve the holiday magic.
Will everyone in one reservation sit together?
Yes. Guests booked under one reservation are assigned seats together. Larger parties may occupy multiple sections across the aisle or immediately ahead of or behind the primary seating area.
What are the classes of service?
All three classes use heated passenger cars and include a visit from Santa.
- Diamond Class: Upper-dome seating with wide windows for viewing the North Pole stop. Each guest receives hot cocoa and a cookie in a souvenir mug. Children receive a golden ticket and a sleigh bell from Santa. Seats must be purchased in even numbers.
- First Class: Table seating in vintage railway equipment. Each guest receives hot cocoa and a cookie in a souvenir mug. Children receive a golden ticket and a sleigh bell from Santa. Seats must be purchased in even numbers.
- Standard Class: Traditional row seating in double-decker cars. Each guest receives hot cocoa and a cookie, while children receive a golden ticket and a sleigh bell from Santa.
Accessibility and Dietary Needs
Can the train accommodate wheelchairs?
Wheelchair lifts and spaces are available only in Standard Class cars. Call 855-487-1430 to book and explain the passenger’s specific needs.
What if my child has food allergies?
The operator cannot guarantee that the cocoa and cookies are free from allergens. Guests may bring an alternative snack for a family member with allergies.
Ticketing
How can I buy tickets?
Tickets may be purchased online or by calling 855-487-1430. Telephone representatives are available daily from 7:00 AM to 7:00 PM Central Time. Any unsold tickets are offered at the depot on a first-come, first-served basis.
Every attendee needs a ticket, including a child younger than two who will sit on an adult’s lap. A babe-in-arms ticket may be obtained online or from a reservation representative.
Will tickets be mailed?
No. Tickets are collected from the depot ticket windows on the event date. Will Call opens two hours before the day’s first departure.
How much do tickets cost?
Prices vary by service class and peak or non-peak departure. The page lists adult fares ranging from $33 to $70.
What are the ticket age categories?
- Child: Ages 2–12
- Adult: Age 13 and older
- Babe in arms: Younger than 2 and held on an adult’s lap
Preparing for the Ride
What should we wear?
Wear sturdy, closed-toe shoes for safety. Slippers, open-toe shoes, sandals, and flip-flops are not recommended. Children and other family members are encouraged to wear pajamas, as in the story.
What should we bring?
Bring a camera with a flash for evening departures, dress appropriately for the outdoor boarding conditions, and have your reservation number or confirmation email ready for Will Call.
Admission includes the train ride, cocoa, cookies, and a silver bell for each child. Additional merchandise, including The Polar Express book, is available from the gift shop.
Directions, Arrival, and Parking
What is the depot address?
Wisconsin & Southern Polar Express Ride Depot, 1850 Deming Way, Middleton, WI 53562.
What are the driving directions?
- From the south or east: Take Highway 12/14 west to Exit 252 toward Greenway Boulevard. Turn left onto Greenway Boulevard, then right onto Deming Way. Use the first driveway on the left after the roundabout.
- From the west: Travel east on Main Street/US-14. Turn right onto Deming Way and use the first driveway on the right after crossing the railroad tracks.
Parking attendants direct arriving vehicles into the parking area.
What parking is available, and what does it cost?
Free parking is provided at 1850 Deming Way.
When should we arrive?
Arrive 30–45 minutes before departure to allow time for parking, ticket collection, and a visit to the gift shop.
Reservation Policies
What is the cancellation policy?
Reservations are generally nonrefundable and cannot be canceled. Guests should confirm their chosen date and departure time before booking. The train may operate in rain or snow.
If the train cannot operate, guests will be notified and offered either a full refund or an opportunity to reschedule. The page also states that trips may be rescheduled more than 96 hours in advance by contacting the reservation office, subject to a rebooking fee.
Are discounts available?
A 10% discount is offered for Standard Class groups of at least 25 ticketed passengers when the reservation is paid for using one payment method.
What happens during bad weather or difficult travel conditions?
Guests should prepare for winter road and holiday traffic conditions. The event operates regardless of weather unless the train itself is unable to run. The operator is not liable for road closures or travel delays. If a trip cannot operate, guests are offered a refund or an opportunity to reschedule.
Private Group Cars
How many people are required to reserve a group car?
There is no minimum party size. The page lists a fixed price of $899 for the entire car; individual seats are not sold separately.
How many passengers fit in a group car?
A group car accommodates up to 16 people.
Groups
Who qualifies for a group discount?
A group must include at least 25 ticketed passengers. Children younger than two traveling on an adult’s lap do not count toward the minimum. The discount applies only to Standard Class reservations paid with one payment method.
Will group members sit together?
Yes. The group receives an exclusive block of seats. Seats are not assigned to individual members, allowing the group to choose its seating arrangement. Members should arrive early to make boarding and seating easier.
How do we make a group reservation?
Group reservations cannot be booked online. Contact the group reservations team by calling 855-978-5564 or emailing Groups@PremierRails.com.
Will group tickets be mailed?
No. Group tickets are collected from Will Call at the depot on the event date. They are bundled for the group leader to distribute. Will Call opens two hours before the day’s first departure.