How long does the experience last?
Approximately 15–20 minutes of pure Christmas magic-timing may vary with passenger numbers.
Do we actually travel on a moving train?
No, the train does not move. The experience is stationary but fully immersive, using sights, sounds, and storytelling to transport you to the North Pole.
Is the experience suitable for all ages?
Yes! The North Pole Express is an immersive experience, designed for children of all ages. A child is classed at anybody under the age of 14.
Will my child receive a gift from Santa?
Yes! Every child with a ticket will receive a special gift from Santa during their visit.
Can we take photos with Santa?
Absolutely! There will be time for photos with Santa, so don’t forget your camera or phone.
Can we sit together as a group?
Seating is arranged in booths of 4, just like a real train. We’ll do our best to seat your group together, but larger or smaller parties may be seated with other guests during busy sessions.
What is a SEN Session?
SEN Sessions are specially designed for guests who may benefit from a calmer environment, whilst still getting the full North Pole Express experience. These sessions feature:
Free carer spaces are available throughout our SEN sessions. If you require a different session, please contact the team on bookings@mymerryhillevents.co.uk to discuss options.
Is the experience wheelchair accessible?
Yes, the experience is fully accessible. Please let us know at the time of booking if you require any assistance.
Can babies attend?
Babies in arms - under 12 months - don’t require a ticket to attend. Please do note though, they will not be allocated a seat or receive a gift.
Can I bring a buggy or stroller?
Buggies can be brought to the event but may need to be left outside the train carriage due to space limitations. A buggy park will be provided.
What if I need to cancel or change my booking?
All bookings are non-refundable, but we’ll do our best to accommodate changes where possible, these must be received up to 48 hours before your booking. Please contact us as early as you can at bookings@mymerryhillevents.co.uk.
Is there parking nearby?
Yes, Merry Hill offers ample parking, including accessible spaces.
Do adults need a ticket?
Yes, all guests aged 14 and over require an adult ticket (£7.50). Children’s tickets include a gift from Santa.
If a guest over the age of 14 would like to receive a gift, then please purchase a children’s ticket.
Adults must be accompanied by a child to attend the experience.
Is there a booking fee?
Yes, a £1.25 booking fee per person will be applied at checkout, this pays directly for services we use to run this event
Where is The North Pole Express located?
You’ll find The North Pole Express inside Merry Hill, on the Lower Mall in the central event space, directly in front of Holland & Barrett and Ernest Jones.
📍 A mall map can be viewed here.
Should I arrive before my allocated time slot?
Yes, please arrive 5–10 minutes before your scheduled time. The experience begins promptly, and late arrivals may not be admitted to avoid disrupting the session for everyone else.
How can I speak to someone about my booking?
If you have any questions or need help with your booking, feel free to contact our team at:
bookings@mymerryhillevents.co.uk - a member of the team will get back to you within 48 hours.
Will there be any extra sessions available?
We may release additional sessions if current ones sell out. Keep an eye on our website and social media channels for the latest updates and announcements.
Approximately 15–20 minutes of pure Christmas magic-timing may vary with passenger numbers.
Do we actually travel on a moving train?
No, the train does not move. The experience is stationary but fully immersive, using sights, sounds, and storytelling to transport you to the North Pole.
Is the experience suitable for all ages?
Yes! The North Pole Express is an immersive experience, designed for children of all ages. A child is classed at anybody under the age of 14.
Will my child receive a gift from Santa?
Yes! Every child with a ticket will receive a special gift from Santa during their visit.
Can we take photos with Santa?
Absolutely! There will be time for photos with Santa, so don’t forget your camera or phone.
Can we sit together as a group?
Seating is arranged in booths of 4, just like a real train. We’ll do our best to seat your group together, but larger or smaller parties may be seated with other guests during busy sessions.
What is a SEN Session?
SEN Sessions are specially designed for guests who may benefit from a calmer environment, whilst still getting the full North Pole Express experience. These sessions feature:
- Reduced capacity (12 guests + carers)
- Gentle lighting and sound
- Free carer admission (1 per booking)
What ID do I need to show as a carer?
To access a free carer ticket, please bring one of the following forms of ID to show at the Ticket Office on arrival:
- Carer’s Allowance Award Letter
- Disability Living Allowance (DLA) or PIP Letter
- Attendance Allowance Letter
- Blue Badge (if accompanying the badge holder)
- National Carers Card
- Letter from a GP or healthcare professional confirming carer status
- Local authority or carer organisation ID
Free carer spaces are available throughout our SEN sessions. If you require a different session, please contact the team on bookings@mymerryhillevents.co.uk to discuss options.
Is the experience wheelchair accessible?
Yes, the experience is fully accessible. Please let us know at the time of booking if you require any assistance.
Can babies attend?
Babies in arms - under 12 months - don’t require a ticket to attend. Please do note though, they will not be allocated a seat or receive a gift.
Can I bring a buggy or stroller?
Buggies can be brought to the event but may need to be left outside the train carriage due to space limitations. A buggy park will be provided.
What if I need to cancel or change my booking?
All bookings are non-refundable, but we’ll do our best to accommodate changes where possible, these must be received up to 48 hours before your booking. Please contact us as early as you can at bookings@mymerryhillevents.co.uk.
Is there parking nearby?
Yes, Merry Hill offers ample parking, including accessible spaces.
Do adults need a ticket?
Yes, all guests aged 14 and over require an adult ticket (£7.50). Children’s tickets include a gift from Santa.
If a guest over the age of 14 would like to receive a gift, then please purchase a children’s ticket.
Adults must be accompanied by a child to attend the experience.
Is there a booking fee?
Yes, a £1.25 booking fee per person will be applied at checkout, this pays directly for services we use to run this event
Where is The North Pole Express located?
You’ll find The North Pole Express inside Merry Hill, on the Lower Mall in the central event space, directly in front of Holland & Barrett and Ernest Jones.
📍 A mall map can be viewed here.
Should I arrive before my allocated time slot?
Yes, please arrive 5–10 minutes before your scheduled time. The experience begins promptly, and late arrivals may not be admitted to avoid disrupting the session for everyone else.
How can I speak to someone about my booking?
If you have any questions or need help with your booking, feel free to contact our team at:
bookings@mymerryhillevents.co.uk - a member of the team will get back to you within 48 hours.
Will there be any extra sessions available?
We may release additional sessions if current ones sell out. Keep an eye on our website and social media channels for the latest updates and announcements.