Polar Express FAQs

Frequently Asked Questions about Polar Express™

GENERAL INFORMATION ABOUT THE EVENT

Can you tell me more about the event?  Passengers arrive at the Ocean Gateway Visitor Center which serves as our train depot for the event.  There they board the train and ride about a mile and a half along Casco Bay on the Eastern Promenade to the “North Pole.”  Chefs will serve hot chocolate and cookies to passengers on the journey to the North Pole.  Holiday decorations inside the train will add to the festive atmosphere as guests on board meet the Conductor, enjoy hot chocolate and cookies, listen to a reading of the magical story, and sing carols.  Santa will board the train from a special outpost of the North Pole and greet passengers, making sure every child who believes in the magic of the holidays receives a bell.  Children are encouraged to wear their pajamas!  Be sure to bring your camera for a photo opportunity with the Conductor.  For Parents, Grandparents and other Christmas shoppers, there will be Polar Express™ merchandise available for purchase in the gift shop at the train depot, as well as other holiday gift ideas!  Be ready to board 15 minutes prior to the train’s departure!  The Polar Express leaves right on time.

Do we get off the train?  No.  Passengers stay on the train.  Santa boards the train at the “North Pole” and will greet passengers in each car.

How long does the ride last?  The actual train ride lasts about 45 minutes.  Allow about an hour and a half for the whole event.  There will be holiday music, shopping and an opportunity to have your photo taken with the Conductor at Ocean Gateway while you wait to board your train.  Be sure to bring along your camera!

Is the train wheelchair accessible?  Yes.  We can accommodate up to four wheelchairs per train ride.  There is handicap parking available at the Ocean Gateway terminal.  Please be prepared to board 20 minutes before your train departure.

Are strollers allowed on board?  No. Strollers can be left at the  train depot.

What is the difference between a First Class ticket and a regular ticket?  First Class cars are limited to a smaller amount of passengers.  In the First Class cars, passengers receive their hot chocolate in a ceramic mug that is their souvenir to keep after the event.

Are the cars heated?  The train cars are not heated.  Please be sure to dress warm and weather appropriate!

What days and times are the trains?  Please visit www.porttix.com to view our full schedule.

TICKET INFORMATION

Can I buy the tickets in person?  Passengers are encouraged to purchase tickets online at www.porttix.com or by calling PortTix directly at 207-842-0800.  If there are any tickets still available for a train the day of the event, they can be purchased at Ocean Gateway where the trains depart, one hour before the first train leaves the station.  Advanced reservations are strongly encouraged.  Trains often sell out. Tickets are not available for purchase at the railroad museum. 

What is the cost of tickets?  Tickets are $25/person for coach seats or $40/person for first class, depending on date and time.  Please visit www.porttix.com  for more information.

My child is two years old.  Does he/she need a ticket?  Children aged 2 and under do not need to purchase a ticket.  As long as your child can sit on your lap for the ride, they do not need a separate ticket.

What if I can’t make my train or if there is a snow storm?  All ticket sales are non-refundable, unless a train is cancelled.  As a rule, Maine Narrow Gauge will cancel a train only if the City of Portland declares a snow emergency or in the case of equipment failure.  Any decision to cancel a train will be posted by 10am the day of the event.  Should that happen, cancellation information will be available on the Museum’s website, PortTIX website, local television and radio stations, and via PortTIX at 207-842-0800.

Can I buy tickets the day of the event?  Yes, IF there are any available.  Tickets can be purchased for the current day only at “Will Call,” located in the Ocean Gateway building where you will board your train.  Tickets still available on a given evening will be available for purchase one hour prior to the first train’s departure.   Advanced reservations are strongly encouraged as tickets often sell out.

I already purchased my tickets and they are waiting at Will Call.   Where is that located?  “Will Call” is located in the Ocean Gateway Visitor Center.  This building serves as our train depot for the event and is where you will board the train.  You may only pick up your will call tickets the day of your train.  The Ocean Gateway Train Depot opens one hour prior to the first train’s departure. (Please allow at least thirty minutes before your train to pick up your tickets).

Are there any tickets left?  What nights/times are still available?  Please call PortTix at 207-842-0800 or visit their website www.porttix.com for ticket information.

Are there any group rates available?  Groups of 20+ may qualify for 10% off their order.  Please contact Meredith Morgan at PortTIX by calling 207-842-0800 ext.222 to make a group reservation.  Group discounts are available for advanced reservations only.

LOGISTICAL/PARKING INFORMATION

Where do we get on board?  Passengers should arrive at the Ocean Gateway Visitor Center at 14 Thames Street to board the train.  The Ocean Gateway Visitor Center serves as our train depot for this even.  You must be at Ocean Gateway to board your train at least 15 minutes prior to your departure time – the Polar Express leaves right on time.  The museum is NOT open during the event.

Where do we park?  The closest parking garage is the Ocean Gateway Parking Garage at 167 Fore Street.   Please note that there is a fee for parking in the garage.  There are several other parking garages in the Old Port and limited street parking available. (Please note that the gravel parking lot located directly across the street from Ocean Gateway is a Pay to Park lot.  You must pay the meter if you wish to park there or you will get a parking ticket from the City of Portland.)  There is NO parking available at the museum and the museum is not open during the event.

Directions to Ocean Gateway Pier & Parking Garage:

  • From I-295, take EXIT 7 (Franklin Street).
  • On Franklin Street, go to the 7th traffic light and turn LEFT onto Commercial Street.
  • Continue STRAIGHT through the stop sign at Commercial & India Streets.
  • At next stop sign, turn LEFT onto Hancock Street.  (Look to the right to see Ocean Gateway Pier – building with clock tower.  This is where you’ll board the train).
  • At next stop sign, turn LEFT onto Fore Street.  Entrance to garage is on the right (alternate entrance for garage around the block on the opposite side of the building).  Please note there is a FEE for parking.

ACCOMMODATIONS/ACTIVITIES/RESTAURANTS:

What are some nearby hotels? Portland has many great hotels and accommodations to choose from.  Here are a few hotels that are located within a few miles of the event:

What are some nearby kid-friendly restaurants? Portland has many great restaurants to choose from.  Here are a few restaurants that are child friendly and are located within a short distance from the train depot:

What else is there to do in Portland?  For more information on things to do in Portland, visit the Portland Maine Convention and Visitor Bureau website or the Portland Downtown District website.

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