GUESTS WITH ADDITIONAL NEEDS
A little background
We want everyone to feel welcome when visiting our experience at Birmingham Moor Street. Please take a moment to read the information below.
Large crowds
Each departure welcomes a large number of guests, with between 500 and 1,000 visitors attending at any one time. As a result, certain areas of the experience may feel busy, particularly during peak periods before boarding and after the train returns.
THE POLAR EXPRESS™ Train Ride Birmingham operates from Birmingham Moor Street, a working mainline station that continues to serve regular rail passengers throughout the day. Each train features 10 carriages, with approximately 64 guests seated in each carriage. Due to the nature of the station and its day-to-day operations, passenger numbers on the platforms and concourse can increase at short notice, especially during the festive season.
Boarding
Through our experience operating the event over several years, we've learned that priority boarding isn't always the most comfortable option for every guest with accessibility requirements. In some cases, boarding first can create an unintended feeling of being rushed while other passengers wait to board.
To provide a more relaxed and comfortable experience, guests with disabilities now have the option to board after the main group. This allows them to take their time, settle into their seats at their own pace, and begin their journey without feeling any pressure or urgency.
We've also found that many guests with accessibility requirements prefer seating close to the carriage doors, as these locations can offer easier access and a more comfortable environment. By offering the option to board after other passengers, guests can take their seats without needing to navigate through crowded aisles and can settle in comfortably before the experience begins. This approach also helps minimise disruption from other guests moving through the carriage once they are seated.
Please speak to a member of our staff if you have any questions or concerns about boarding the train.
Loud Noises
THE POLAR EXPRESS™ Train Ride is an immersive theatrical experience featuring live performances, music, sound effects, microphones, a full-sized train and large numbers of guests. As a result, there may be periods where noise levels are higher than some guests are comfortable with. For those who are sensitive to sound, ear defenders or noise-reducing headphones may help make the experience more enjoyable.
Please also bear in mind that Birmingham Moor Street is a working railway station. The station environment can be busy and noisy, particularly during the festive season, with regular train arrivals and departures, station announcements and significant passenger activity throughout the day.
Flashing Lights
Lighting effects form an important part of the storytelling experience and are carefully coordinated with the performances throughout the journey. Guests will encounter flashing and changing light effects both on board the train and within certain areas of the attraction. These effects are designed to enhance the atmosphere and support the theatrical production; however, no strobe lighting is used.
Guests who are sensitive to flashing lights may wish to take this into consideration before attending. If you would like any further information about the lighting used during the experience, our team will be happy to help and answer any questions you may have.
Walking
We are committed to supporting guests with mobility requirements wherever possible and will always do our best to provide assistance throughout your visit. However, due to the design and layout of the train carriages used for the experience, there are some limitations that we are unable to overcome.
Unfortunately, wheelchairs cannot be accommodated on board the train, as the carriages were not built with wheelchair access in mind. We appreciate your understanding and encourage guests with specific accessibility requirements to contact us in advance so that we can discuss the available options and help make your visit as comfortable as possible.
Carer's Discount
We are pleased to offer a carer concession, providing a 50% discount on one accompanying carer's ticket for guests who receive the highest rate of Disability Living Allowance (DLA), Severe Disablement Premium (SDP), the enhanced rate of Personal Independence Payment (PIP), or who hold an Access Card with a +1 symbol.
To apply for the discount, please contact our team and provide evidence of eligibility. Once your documentation has been reviewed and approved, we will arrange a refund of 50% of the cost of one ticket within your booking.
Please be aware that, due to the design of the train carriages used for the experience, wheelchairs and pushchairs cannot be accommodated on board. All guests must be able to step up into the carriage and make their way to their allocated seat.
All concessions are subject to availability and may be subject to a booking or administration fee where applicable.
FAQS
Are there disabled toilets available?
Yes, accessible toilets are available within Birmingham Moor Street Station. If you need to use the facilities, please speak to a member of staff, who will be happy to guide you.
Please note that there are limited toilet facilities available on board the train.
Can wheelchair users board the train whilst in their wheelchair?
Unfortunately, due to the design of our heritage coaches, we are unable to accommodate wheelchairs on board the train. However, if a wheelchair user is able to step up into the carriage and walk a short distance, our staff can assist with boarding.
Any wheelchairs will be transferred to the arrival station and will be ready for use when you disembark.
Is there any parking for guests with disabilities?
There is parking at the station however this can get busy, we ask all guests to plan ahead in advance.
Official Merchandise
Official THE POLAR EXPRESS Train Ride merchandise is available to purchase from North Pole Trading.
