FAQs

How can I contact a reservations agent?

Reservations agents can be reached at 504-930-4408 during the following hours or at callcentersupport@ticketbiscuit.com.
Monday-Friday: 8:00 AM – 8:00 PM
Saturday: 9:00 AM – 5:00 PM
Sunday: 1:00 PM – 5:00 PM
All times are Central Standard Time.

Where is New Orleans Union Passenger Terminal?

1001 Loyola Ave, New Orleans, LA 70113

What is THE POLAR EXPRESS™ Train Ride?

THE POLAR EXPRESS™ Train Ride is a re-creation of the classic children’s story on board a real Amtrak train. Passengers are served hot chocolate and a treat by dancing chefs, enjoy a reading of the book by Chris Van Allsburg, and receive the first gift of Christmas (a silver sleigh bell) after Santa boards the train to greet families. Attendants lead passengers in caroling on the return trip to the station.

How is this event different?

THE POLAR EXPRESS™ Train Ride at New Orleans Union Passenger Terminal is an immersive event that is officially licensed by Warner Bros. Consumer Products. This is the only officially-licensed THE POLAR EXPRESS™ event in Louisiana and features a staff of energetic hosts who lead the train in an interactive, hour-long experience. Each Amtrak coach is dressed in festive holiday décor and features color-changing LED lighting synched with the activities on board.

How long is the experience? When should we arrive?

The entire experience is roughly two hours in length. It is required that guests arrive at least one hour prior to their departure time. This allows time to park and check in at Will Call in the station. Boarding will begin 30 minutes prior to listed departure times. The train ride itself is one hour in length.

Where do we go once we arrive at New Orleans Union Passenger Terminal?

THE POLAR EXPRESS™ Train Ride departs from the Amtrak platforms at the station. A Will Call desk will be located in a well-marked location in the station and passengers are required to check in prior to boarding. Guests receive THE POLAR EXPRESS™ souvenir golden tickets at check-in. Boarding will begin 30-minutes prior to departure. Trains will not be held for those arriving after their scheduled departure time. Trains depart and return to the same location.

How soon should I book tickets?

It is recommended that reservations are made as soon as your group knows which date and time you would like to attend. Tickets are expected to sell out quickly for this popular event.

Can we bring or purchase The Polar Express book?

Passengers are encouraged to bring their copy of The Polar Express to read along with during the ride. The classic children’s book is also available for purchase as an add-on when making your reservation. Simply select how many copies you would like during the check-out process and the books will be presented to you during check-in.

Is the event wheelchair accessible?

New Orleans Union Passenger Terminal and the train are wheelchair accessible, however ADA seating is limited. Access to coaches will be provided by a mobile lift on the train platform and space for wheelchairs is located at the end of each coach. If a member of your party requires wheelchair access, please contact a reservations representative at 504-930-4408 to make reservations. More information can be found at http://www.amtrak.com/wheeled-mobility-device-services

Where can I find food allergy information?

Before booking your tickets, please inform a reservations representative if anyone in your party has a food allergy or special dietary needs. Please also inform your car’s onboard staff members as you board the train. Cookies and hot chocolate are served on the train. The cookies do not contain nuts, but may come from a facility that processes nuts. The hot chocolate contains dairy. Anyone with a food allergy or special dietary needs is welcome to bring an alternate treat or drink item on board. Limited quantities of cookies free of nuts, dairy, and egg from a certified nut-free facility will also be available on each train.

Where do we park?

Parking is available for a separate fee in various locations near the New Orleans Union Passenger Terminal (Amtrak Station). Parking rates may be at a premium for passengers riding THE POLAR EXPRESS™ during the New Orleans Saints game on Dec. 24th. An interactive parking map of the area can be found here: https://parking.amtrak.com/new-orleans-union-passenger-terminal-parking

Spot Hero Parking

Reserve Discounted Parking

We recommend reserving your THE POLAR EXPRESS™ Train Ride parking spot in advance with SpotHero, a parking reservation service that helps drivers find and book parking online!

To find and reserve your spot today, visit the THE POLAR EXPRESS™ Train Ride New Orleans SpotHero Parking Page or download the iPhone|Android app to book your spot from your phone!

New to SpotHero? Enter promo code POLARNOLA at checkout for an extra $5 off parking!

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Are there restrooms on board the train?

Each coach has onboard restrooms that are available to passengers, including some that are wheelchair accessible. New Orleans Union Passenger Terminal has a number of accessible restrooms.

Do infants ride for free?

Children under two may ride for free provided they are not occupying a seat and ride on an adult’s lap.

What should my family wear?

Families are encouraged to wear warm pajamas just like passengers from THE POLAR EXPRESS™ book and film. Passengers will spend time on an unheated platform as they board and disembark from the train, so appropriate winter attire is also recommended.

Where does the train go?

The train travels approximately four miles North of New Orleans Union Passenger Terminal and returns over the same tracks to the station.

Are tickets refundable?

Like sporting events, concerts, and other live events, tickets for THE POLAR EXPRESS™ Train Ride are not refundable.

Can I change my reservation to a different date or time?

If seats are available on another date/train, our reservations agents will do their best to accommodate your request. However, no guarantees can be made that your reservation can be changed.

Will the event take place if there is inclement weather?

Trains will continue to run in various weather conditions. However, trains may be cancelled or postponed at Amtrak’s discretion due to weather or operational considerations. The event may also be cancelled or postponed if the State Highway Patrol closes major roads and freeways due to inclement weather. Full refunds will be offered in these scenarios.

No Alcohol Policy

THE POLAR EXPRESS™ Train Ride is a family-friendly event and no alcohol is sold or allowed on board the train. Intoxicated passengers or those found in possession of alcohol will be removed from the event without refund.

Did you have a great time on board? See where else the train can take you. Consider Amtrak for your future travel needs.