FAQs

How can I contact a reservations agent?

Reservations agents can be reached at 312-471-2501 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 Chicago Union Station?

500 W Jackson Blvd. Chicago, IL 60606

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 Union Station.

How is this event different?

THE POLAR EXPRESS™ Train Ride at Chicago Union Station is an immersive event that is officially licensed by Warner Bros. Consumer Products. This is the only officially-licensed THE POLAR EXPRESS™ event in the City of Chicago 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. Combine this magic with the grandeur of historic Chicago Union Station and you have Chicagoland’s newest premier holiday event.

How long is the experience? When should we arrive?

The entire experience at Union Station 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 the designated area in the Great Hall. 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 Chicago Union Station 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 Chicago Union Station?

A check-in desk is located in the Great Hall 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 at Union Station.

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 312-471-2501. 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?

Chicago Union Station 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 312-471-2501 to make reservations. More information can be found at http://www.amtrak.com/wheeled-mobility-device-services

How do I book ADA tickets for someone with a disability?

If a member of your party has a disability and needs additional seating space or a wheelchair space, please select designated ADA seats noted on the seating chart. Please be aware that these are not available in each coach. These seats are comprised of a designated wheelchair space (no seat) and four companion seats next to the wheelchair space at the front of the coach. For additional information on wheelchair access, please see the previous FAQ or contact a reservations agent at 312-471-2501.

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?

Limited parking at the Amtrak Chicago Union Station Self Park is located at 320 S Canal Street Chicago, IL 60606. Information about daily parking rates can be found at http://www.chicagounionstation.com/parking.html

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To book convenient and affordable parking, we recommend using SpotHero, the nation’s leading parking reservation app.

To find and reserve your spot today, visit the THE POLAR EXPRESS Chicago SpotHero Parking Page  and book a spot with rates up to 50% off drive-up.

New to SpotHero? Download the SpotHero iPhone | Android app and enter promo code PCHI17 for an extra $5 off your first park!

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Can we ride a train to the event?

Amtrak and METRA both offer a number of options to ride regional or commuter trains to Chicago Union Station. Visit www.amtrak.com and www.metrarail.com to view train schedules and stations. Please be sure to plan ahead and allow sufficient connecting time in case of train delays.

Are there restrooms on board the train?

Each coach has onboard restrooms that are available to passengers, including some that are wheelchair accessible. Chicago Union Station 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 follows a point-to-point route through the tunnels, rail yards, and neighborhoods along the Chicago River just west of the Chicago Loop and South Loop. This route includes several changes in direction that are incorporated into the presentation on board.

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 snow or other inclement weather?

Trains will continue to run in snow and other 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 snow. 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.