Thanks for the great review. We're really glad that you and your dogs enjoyed your day!

Thank you for taking the time to leave a review. We're really disappointed that your experience didn't meet the expectations that either you or ourselves would expect. We had investigated the issues with the event operator, PNP Events, and we understand that they have been in contact with you separately about finding a solution. Unfortunately, it appears that there was either a scam booking where the same seats were sold twice or a customer boarded the incorrect train. The event manager on the day made every effort to find you alternative seats in the limited time available before departure to ensure that you were still able to take part in the experience. On return to the station the event team asked what could be done to help correct the issue and subsequently offered a 50% refund. PNP Events processed just under 40,000 tickets for this event and it is extremely unfortunate that that this isolated issue occurred. Once again, we can only apologise for the disappointment caused.

Hi SarC313, Thanks for your great review! We're really proud of our Polar Express and the enthusiasm of all the staff. We hope to see you during Christmas 2023!