Frequently Asked Questions
Ticket Information
If you made your purchase through our ticket office, we have a record of it under your name on the train manifest. Simply show proper identification to the ticket clerk, and you will be given your tickets.
Yes, just make your purchase as normal and give the reservationist the name of the person’s name picking up the tickets. Then give the confirmation number to the individual picking up the tickets. Our ticket agents will check the manifest, and distribute the tickets.
Advance ticket purchases are good until ten (10) minutes before the departure time of the train you have booked. As long as you arrive at the Ticket Office to pick up your tickets by then, you should have no problem getting aboard.
Seating is general admission except for The Polar Express Train ride which has assigned seats. General admission tickets guarantee the car you choose but not your seat. Polar Express Tickets require guests to sit in the seat they chose when the order was placed, and this cannot be changed.
Tickets can be exchanged/cancelled based on availability 5 days prior to your scheduled event. (fees will apply). Late arrivals cannot be refunded or exchanged. Please notify our Call Center or Ticket Office immediately to insure timely processing. Special event trains including Polar Express are non-refundable. Tickets can be exchanged based on availability (fees will apply).
THE POLAR EXPRESS™
Each ticket includes a round-trip train ride to the North Pole, hot chocolate and a cookie, a reading of The Polar Express, a visit from Santa who gives each child a silver sleigh bell, and festive caroling on the return trip. All seating is assigned, and tickets must be purchased in advance.
The train ride is approximately one hour. Please come approximately 45 minutes before your departure time to pick up tickets. Please note that Big South Fork Scenic Railway operates on EASTERN STANDARD TIME.
The Polar Express train ride is designed for families and children of all ages, providing a magical experience that’s enchanting for everyone—from toddlers to grandparents!
Yes — children ages 2 and under ride free on a parent’s lap and do not require a ticket, but every passenger age 3 and up must have a ticket. If you must use a child carrier seat, a ticket is required.
Yes! Hot chocolate and sweet treats are included in the Polar Express experience.
Winter wind, rain, snow or other adverse conditions are possible, and the THE POLAR EXPRESS™ Train Ride will operate as scheduled regardless of weather. All seating aboard trains is indoors; no open-air cars are included on the train. Please check weather conditions prior to your visit and dress accordingly. Rides will be cancelled ONLY if a state travel emergency restriction order is issued. Please check the website or Facebook before traveling if severe weather is predicted.
Limited space is available for persons requiring wheelchairs or other assistive devices, however large motorized scooters will not fit aboard the THE POLAR EXPRESS™ Train, so please be sure to mention this when purchasing your tickets to the event. If you need any assistance pre-boarding the train, please inform the Reservation Agent when booking your tickets. Please remind us at the ticket window and a staff member will assist with pre-boarding your group.
Pets are not permitted on THE POLAR EXPRESS™. While Big South Fork Scenic Railway welcomes well-behaved, leashed dogs on certain regular excursions, this ride is a special event with a structured, immersive experience—including story readings, refreshments, and Santa visits—that makes bringing pets impractical and disruptive. If you’d like to travel with your dog, consider booking a standard scenic train ride instead, which is pet-friendly.
Unfortunately, special event ticket sales are final. Events are held regardless of weather. Tickets are not refundable due to weather, change in your plans, etc. Polar Express train ride tickets sell out very quickly, so there is very little possibility for re-scheduling.
First Class passengers will board their assigned cars and find their upgraded reserved seats. Each ticketed passenger will receive hot chocolate served in a ceramic souvenir mug, and a special cookie. First Class Chefs will be assigned to each coach. Chefs will conveniently escort you to your reserved seats in First Class.
Riding the Train
45 minute trip down and 45 minute trip back.
Consistent with most rail travel, trains do operate on a timetable and, the train really does leave at its scheduled departure time.
The train typically begins boarding 10-15 minutes before Departure, and tickets are scanned as you board the train.
Example: If you have tickets for the 11:00AM (EST) Fall Color Run, the train will board at 10:45 AM (EST) and depart at 11:00 AM (EST).
WE CAN NOT HOLD FOR LATE PASSENGERS!
If you have already purchased tickets and miss your departure, we might be able to transfer your tickets to another train ride during the present calendar year, however this is not guaranteed. Tickets are sold as non-refundable and non-exchangeable.
Coach seating does not include table cars. 1st Class Table cars are Cars 3 and 5.
None of the cars on the train are air-conditioned. During the colder months, and especially for our Polar Express trains, all cars are heated.
All cars now have windows, they may be opened or closed depending on the riders preference.
Henderson Street beside depot is handicap only parking all others should park in gravel lot or at the factory across the street.
The Big South Fork Scenic Railway is located in the EASTERN TIME ZONE. The railroad does observe Daylight Savings Time. If you are traveling from the western part of the state, please ensure that you double check and plan ahead.
Customers requiring wheelchair accommodations should contact the ticket office for reservations.
Yes, there is wifi.
Yes! Pets must be on a leash, and are only permitted for regular trips.