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 and fun holiday activities 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 approximately 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.

Are there different classes of service?

Each coach on THE POLAR EXPRESS™ Train Ride at New Orleans Union Passenger Terminal offers the same class of service. Seating is a traditional layout on Amtrak Horizon coaches that have been decorated extensively for this magical event.

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. It is required that guests arrive approximately one hour prior to their departure time. There will be a number of fun activities for families to enjoy while waiting. Guests receive THE POLAR EXPRESS™ souvenir golden tickets at check-in. Boarding will begin 30-minutes prior to departure. Train doors close approximately 5 minutes prior to departure and trains will not be held for those arriving late. 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.

How do I book group tickets?

Groups of 20+ are eligible for a 10% discount and must be booked over the phone at (504) 930-4408. Please note that the name of each member of your party is required to complete the check out process, so please have these prepared prior to speaking with a reservations representative.

How do I book active duty military discount tickets?

Active duty military members with the appropriate uniformed service ID card are eligible for a 10% discount on up to 10 tickets. To check out, please enter promo code MILITARY2017 and select the applicable military discount ticket product. Please note, the active duty individual must be a member of the attending party and must present their uniformed service ID card for verification when checking in at the event. If the appropriate identification cannot be presented by this individual, you will be charged the difference in ticket price before being allowed on board the train.

Do you have a gift shop? Can we pre-order merchandise?

A full range of exclusive THE POLAR EXPRESS™ gifts and keepsakes will be available for purchase at the event. For those that would like to arrive in style, the classic Chris Van Allsburg book and official THE POLAR EXPRESS™ pajamas are available for pre-purchase online HERE. Books and pajamas will be shipped to your home prior to the event so families can arrive wearing their official PJ’s. These items will be shipped beginning in mid-September.

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 and official THE POLAR EXPRESS™ pajamas are also available for pre-purchase online HERE.

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 front of select coaches. If a member of your party requires wheelchair access, please select the appropriate wheelchair/companion seats during online checkout or 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?

When 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.

Where do we park?

Parking is available for a separate fee in various locations near New Orleans Union Passenger Terminal. Parking rates may be at a premium for passengers riding THE POLAR EXPRESS™ during New Orleans Saints games on Dec. 17th and 24th. Please read posted parking instructions and restrictions in local lots carefully. 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. A free infant ticket must be selected at checkout and the name of the child must be provided on the reservation. This is to ensure every passenger can be accounted for in case of emergency.

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.