What to do if you or one of your party exhibits symptoms of Covid 19
Stay at home if you or one of your party exhibits symptoms of Covid 19, or has tested positive, or has been asked to self isolate. If this happens please contact us, and we will refund your booking cost in full. Our email address is firstname.lastname@example.org.
Is there parking available?
You may park at the Marine Lake car park which is free of charge. Please aim to reach us at Central Station, Marine Lake, ideally approximately ten minutes before your train is due to leave.
Do i need to wear a facemask?
Bring your face masks, as inside Central Station it is compulsory under Welsh law for everyone aged 11 and over to wear them, for details see https://gov.wales/face-coverings-guidance-public.
What do I need to wear?
If the weather is cold please wrap up well, as this year the trains will be stopping to meet Santa during the train ride, where there is little or no heating.
What do I need to be know about during my visit
Follow the arrows to report to our elves in the ticket office on arrival. They will ask you to confirm details of your party and they will direct you to the train compartment where you will be travelling. You may be asked to queue outside the station if the preceding train has not yet arrived.
Hand sanitiser will be available. As you have pre-booked we already have your details and will make them available for NHS Test and Trace if we are asked to.
Help yourselves to drinks, mince pies and biscuits available on the platform. Hot drinks will be available at the ticket office for a nominal charge. Please by all means take these on the train to be enjoyed during your journey.
Our toilet facilities at Central Station will be open if you need them. Please have regard to social distancing in our loos.
Sit in the train with members of your party in the same pre-booked compartment/s. All but two compartments in every train will be enclosed, and there will be facilities for a wheelchair on every train.
Santa will meet the train during its journey and will have a present for every child. Once the train has stopped at Santa HQ you may alight from the train if you wish to, at your own risk. Please remember social distancing and stay 2 metres from the other groups travelling. Don’t forget to say hello to Santa and collect your present!
Santa has ordered dry weather on every day of our 2020 trains. Due to Covid 19 issues he will not be moving indoors even if it rains. If it is wet we recommend that you all remain seated in your train compartment and Santa will come to you. · Once the train has returned to Central Station and has stopped, you may open the train doors and alight. Don’t forget that whilst indoors you must wear face masks. Please exit to the right following our one way system. We hope you enjoyed your visit today and Santa would like to wish every well behaved child a Merry Christmas and Best Wishes for 2021!
What if Covid 19 regulations force cancellation of these trains?
We are taking bookings in good faith having changed our Santa trains’ arrangements which we believe comply with current Welsh law. Should the trains be unable to operate, for instance because of a lockdown, we will make refunds of booking fees using Paypal, Please watch our Facebook page where we will post up to date announcements. If you wish to contact us please email us at email@example.com.
Can I book by telephone or just turn up on the day?
No, you cannot. We will only accept bookings made in advance using our web booking system. This is because if we cannot control the numbers on each train then we cannot enforce adequate social distancing.
The booking system requires me to pay by Paypal, but I have no Paypal account?
No, the booking system will accept common credit or debit cards for payment; it does not require payment by Paypal. At the point where the screen asks for a login to Paypal, look underneath for the option to just pay by card. On the card page there is an option to create a new Paypal account, which you can decline to just pay by card.
Can we bring our dog with us?
Yes, we carry dogs at no extra charge. Your dog must travel with you in your train compartment.
I would like to bring my babe in arms, do I need a separate booking?
Santa is used to meeting children of all ages. If you would like your baby to meet Santa and receive a present then you need to make a booking for them and pay £12. Babes in arms who do not want to receive a present we will freely carry on our Santa train at no extra charge.
I have lost my ticket, or have booked late and have not received any ticket?
If you have booked but are not sure on which train, please contact us at firstname.lastname@example.org so that we can help you. It is not essential that you bring your ticket with you in order to travel, but we will be expecting you to turn up to travel on the train that you have booked for.
I have booked but would like to amend my booking details, times etc?
Please contact us at email@example.com and we will try to help, or else speak with our elves on 01745 360584 after 5pm.
We have booked but are going to turn up late for our train time due to travel problems?
Please see the elves at the ticket office when you do arrive. Santa does not like well intentioned children to be disappointed, and we will do our best to see what special arrangements can be made for you.