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FAQs

  • How to get here / Parking

    The event takes place in Leeming Bar at the Wensleydale Railway in North Yorkshire.

    There is limited parking on site.

  • Tickets and Prices

    How can I buy tickets?

    All tickets are sold online. You cannot order tickets via phone or in person. We accept all major credit and debit cards as payment and we use Stripe as our payment processor.

    How much do the tickets cost?

    Our tickets are priced depending on date and time as per our ticketing page

    What is the classification for tickets?

    Adults are 18 and over on the day of the event.

    Children are 2 years old to 17 years old on the day of the event.

    Are tickets sent to me in the post?

    No, this is an E-ticket only event. All e-tickets will be sent a week before the event. You can also use your booking confirmation email as proof of purchase.

    Are tickets transferable?

    There is a £10 fee for any changes to the order (Including but not limited to Name, Address, Date, Time etc)

    If you sell your tickets the £10 admin charge needs to be paid by you to change the name and address.

  • Babies under 2 years old

    Babies under 2 years old can travel on a lap for free. They will not receive a drink, cake or activity pack and will not be allocated a seat.

    If you wish for them to have the extras, please purchase a child ticket for them.

  • Seating arrangements

    All our seats are arranged in 4s around a table. If you do not book in multiples of 4, you may need to share your table with another group. Parties of 4 or less will be on the same table. Bookings of more than 4 will be sat on several tables as near as possible to each other. This may be next to, opposite, in front or behind each other.

  • When will I get my tickets?

    There will be no tickets posted for this event. All tickets will be sent the week before the event via e-mail.

  • Is this event accessible to those with disabilities?

    Is the railway suitable for guests with disabilities?

    Whilst we are a heritage railway, we aim to try and accommodate those with disabilities as best as we can. Do please be aware there are some areas where the surface is uneven.

    Are there disabled toilets available?

    Yes, we have toilets available for our disabled guests. Should you wish to use the facilities please ask a member of staff who will be happy to guide you to them.

    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. If the wheelchair user is able to climb a step, and walk a short distance we can assist in boarding. Wheelchairs will be looked after by our platform staff until you return.

    Is there any parking for guests with disabilities?

    There is limited disabled parking.

  • Can I link my bookings so we can sit together?

    Our team can link bookings together so you can sit near each other. This can be next to, opposite, in front or behind each other. We do our best to seat linked orders as close as we can. You can link an order as part of the booking process or contact our Customer Service with both order numbers and they can manually link the orders for you.

  • How long does the experience last?

    The event takes place on the train and lasts approximately 1 hour 15min. We recommend you allow around an hour and a half for the entire experience.

  • Protect Your Tickets

    Ticket Protection allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for any number of covered reasons, including illness, travel delay, adverse weather conditions and more.

    Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/ Please ensure the policy meets your needs before purchase.

    Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. The Ticket Protection is non-refundable in any circumstance.

    Ticket Protection can only be purchased when making a booking. It can not be added retrospectively.

  • Do you offer any discounts for Carers / NHS / Military?

    Carers:

    If you are in receipt of the highest rate of Disability Living Allowance (DLA) or enhanced rate Personal Independence Payment (PIP) benefit, we offer a 50% discount on the carer’s ticket. Please contact our Customer Service elves with your order number and proof of entitlement. Our elves will then refund you 50% of 1 ticket. A refund cannot be processed at the event.

    Other:

    We currently offer no other discounts.

  • Are pushchairs allowed on board?

    No. Due to the limited space on our heritage carriages, neither pushchairs or the seat sections are allowed on board. Please leave them on the platform where our staff will look after them until you return.

  • Are car seats allowed on board?

    No. Due to the limited space on our heritage carriages, car seats are not allowed on board the train. Please leave them in your car as there is no indoor space to store them at the station. You can bring a pushchair to the station, but it must be left on the platform

  • Are dogs allowed on board?

    Unfortunately, dogs and other animals are not allowed on board. Service dogs are welcome to join us but will need to sit under the table for the duration of the journey.

    We do not allow Therapy Dogs/Emotional Support Dogs on board the train for this event.
    An assistance dog is legally permitted to accompany its client, owner, or partner, at all times and in all places, within the United Kingdom.  A therapy dog/emotional support dog is not legally recognised in the UK. Emotional support dogs in the UK are not considered to be assistance dogs – this is because an assistance dog is trained to perform specific tasks (such as a Guide Dog or Hearing Dog) to help a disabled person and are usually qualified by one of the charitable organisations registered as members of Assistance Dogs UK. These dogs are trained to be in an environments that are busy and loud. An emotional support dog does not have this training and as such is considered a pet under UK law. We do not allow any animals other than registered assistance dogs on board.

  • I have a pending payment and no order confirmation

    If you didn’t reach the “Thanks for your Order” page and didn’t receive an Order Confirmation email, we don’t have your order and the payment hasn’t gone through. If you created an account with us, your order may show as “Order Failed”. You may, however, see a pending transaction on your bank statement for the value of the order.

    Here’s why.

    We have a security setting in our checkout that asks our payment provider Stripe to decline payments where the CVC check fails, or where the post code check fails. If your bank approves a payment where the check has failed, Stripe declines the payment on our end. The approval will fall off your card statement in a few hours to a few days. The time this takes varies from bank to bank.

    In summary, your bank has said the transaction is OK, our payment system said, no it’s not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your banks approval, not a payment. Hence why is it ‘pending’. The pending charge will disappear shortly if it hasn’t already.

    The tickets you tried to purchase are not saved for you. You will need to make a new order and a new payment to secure your tickets.

  • COVID-19 Statement

    During the event, we will be following the most up to date Government guidelines that relate to us.

    In the unfortunate event the train is unable to operate because of government instructions, you will be notified as soon as possible and your trip will be rescheduled for as soon as we are able to run. We reserve the right to alter the experience times to allow us to work with any mandatory or advised guidelines. This maybe up-to 1 hour either way to allow us to manage social distancing or cleaning requirements.

    Should the event not being able to be run at all due to Covid-19, the rescheduled date not being suitable, or government restrictions imposed, a refund will be offered or a transfer to next year at 2022 pricing. In these circumstances refunds may take up to 90 days to process and booking fees and insurance will not be refunded.

    We will be operating within Government restrictions. If restrictions change, we will update guests as soon as possible with changes to the event. We will not refund if you chose not to travel due to personal choice and/or changes in restrictions. Booking fees and insurance not refundable in any case. Transfers to 2023 will not be offered to guests unable to travel due to Covid-19.

     

    You can purchase Ticket Protection for your tickets covering:

    • Confirmed infection resulting in the Ticket Holder(s) inability to attend the Event if the Event has not been Cancelled
    • Death of you or a Dependant from the virus
    • The inability of the Ticket Holder(s) to attend an Event due to a government-mandated travel ban in your home region/country being implemented after you purchased the ticket(s) preventing the Ticket Holder(s) attending the Venue.

    The cover also includes illness, adverse weather and travel delays.

    Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/ Please ensure the policy meets your needs before purchase.

    Ticket Protection is provided by a third party company Secure My Booking and their Terms and Conditions are final. The Ticket Protection is non-refundable in any circumstance.

    Ticket Protection can only be purchased when making a booking. It can not be added retrospectively.

  • Refund and Cancellation policy

    What is the cancellation / refund policy?

    Unfortunately due to the popularity of the event we are unable to offer any cancellations, refunds, or reschedules therefore please be sure you can attend on the dates/times selected when you book. The train can depart no matter the weather. In the unfortunate event the train is unable to operate, you will be notified as soon as possible and given a complete refund or the opportunity to reschedule.

    Remember this is England and the weather can vary dramatically; however this event is not affected by the weather and will run no matter the weather conditions even in rain and snow. Wensleydale Railway is not liable for any road closures or delays.

    You are only liable for a refund should We fail to to run the event. There will be NO refunds for guests arriving late due to but not limited to, poor weather, vehicle breakdowns, public transport, acts of God and anything covered in the Events Outside Our Control.

    There is a £10 fee for any changes to the order (including but not limited to Name, Address, Date, Time etc).

    If you sell your tickets the £10 admin charge needs to be paid by you to change the name and address.

    If you decide to cancel your order for any reason the following charges apply. We will take extenuating circumstances into account.

    BOOKING FEES AND TICKET INSURANCE ARE NON-REFUNDABLE IN ANY CIRCUMSTANCE.

    What if the weather is bad and travel will be difficult?

    Remember this is England, weather can vary dramatically, however this event will run in all weather conditions even in rain and snow. No refunds will be given if you can’t get to us and the train runs as advertised.

    The Wensleydale Railway and PNP Events are not responsible for the weather or your transport arrangements to us or any road closures or delays or cancellations on your journey to us. Please leave plenty of time to travel safely to us.

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