Polar Express Train Ride FAQ
Does the Train Move?
Yes. The Polar Express is a real moving train. Each ride is approximately 45 minutes round-trip from Union Station to the North Pole and back.
How Many Trips to the North Pole Are There?
Sunday through Thursday, there are three train rides each evening. On Fridays and Saturdays, there are four train rides. During the week leading up to Christmas, four train rides will operate each night.
What Times Do the Train Rides Depart?
1st Ride: 4:30 PM
2nd Ride: 6:00 PM
3rd Ride: 7:15 PM
4th Ride: 8:30 PM
How Do I Know What My Assignment Is?
Two days prior to your scheduled performance date, you will receive an email from [email protected] with your assigned role, train car, arrival instructions, and any important updates for that performance date.
What Are On-Call Dates?
On-call dates are part of your contracted availability. While you are not officially scheduled to work, you may be contacted if an opening becomes available. Talent are expected to remain available for on-call dates unless TalentPlus is notified at least three days in advance.
Who Is SLAY Events?
SLAY Events is the on-site management team responsible for daily Polar Express operations. They will check talent in and out, provide direction, answer questions, and ensure event operations run smoothly. Please follow the direction of the SLAY Events team at all times.
How Do I Get Paid?
TalentPlus issues payments via direct deposit on a weekly basis for dates worked during the previous week.
What Time Do I Need to Arrive?
Talent should arrive on-site between 2:00 PM and 2:30 PM and report to the green room. All talent must check in with a SLAY Events team member before getting into costume.
Where Do I Park?
Talent should park in the Union Station South Lot (The Shed), entering from 18th Street or 20th Street. Parking validation will be provided at the end of each shift. If you are being dropped off, validation may also be provided for your driver.
Are There Hair and Makeup Instructions?
Talent are responsible for their own hair and makeup. Chefs and Elves are encouraged to embrace the holiday spirit with fun colors, sparkles, festive makeup, glitter accents, red lips, and colorful eyeshadow. Please ensure your appearance remains family-friendly and appropriate for the event.
What Is the Talent Check-In and Check-Out Process?
Please report to the Annex and check in with the SLAY Events manager at the registration table. Your character assignment and position will be reconfirmed upon arrival.
Talent must arrive no later than 2:30 PM. If an emergency or unforeseen circumstance causes you to be late, please text TalentPlus immediately so the SLAY Events team can be notified of your estimated arrival time.
At the end of the evening, talent will be escorted back to the green rooms after the final train returns. Once costumes have been properly hung on the wardrobe racks, a SLAY Events manager will provide parking validation and officially release talent.
Is There Food for Talent?
Snacks and soft drinks will be available in the green rooms. Appetizer platters will be provided on Friday and Saturday evenings. Talent should not eat meals during performances or while interacting with guests.
Is There Downtime Between Each Ride?
Once the event begins, there is very little downtime aside from restroom breaks. Train talent will have access to restrooms on the train and a portable restroom located near the train tracks. All other talent will have access to the restroom trailers located on-site.
When Do Doors Open to the Public?
Talent should be in position by 2:55 PM for the 3:00 PM public opening.
Where Do I Go Once Doors Open?
Depot Talent: Hobos, Hero Boy/Girl performers, and Depot Elves should report to the depot tent.
Train Talent: Conductors and Chefs should report directly to their assigned train car. Train talent will prepare their cars with mugs, hot chocolate, and cookies prior to guest boarding.
SLAY Events will escort the Hero Boy/Girl and Speaking Conductor to the boarding tent for rehearsal and sound check. The holding location for Hero Talent and the Speaking Conductor is Northern Lights.
Where Does the Hero Talent and Speaking Conductor Performance Take Place?
The Hero Boy/Girl and Speaking Conductor performance takes place on the stage platform located in front of the boarding tent. A spotlight cue will signal the start of the performance.
Following the performance, the Speaking Conductor will proceed to the Silver Chalet train car. Hero Talent will remain at the boarding tent with SLAY Events to assist with guest boarding.
What Do Depot Talent Do?
Depot Talent interact with guests inside the depot tent and around the ticket booth area. The Depot Elf may float throughout the area, assist with guest interactions, and take photos near event décor.
There are two dedicated elf positions in the depot area:
Depot Elf
Ticket Elf
Why Do Train Elves Need to Meet with Santa Beforehand?
Train Elves should introduce themselves to Santa before guests board the train. Santa and the Elf will coordinate the distribution of silver bells.
Each guest receives a silver bell from Santa during the return trip from the North Pole. The Elf will accompany Santa with a basket of bells and assist with distribution to each family.
At the end of the evening, the Elf should notify Santa when all passengers have exited the train and the car is "all clear."
How Do I Handle Guest Questions?
As a performer and Ambassador of Magic, your primary role is creating a memorable guest experience. Please direct guest questions regarding tickets, promotions, seating assignments, schedules, or other operational matters to a member of the SLAY Events team.
What Is the Tipping Policy?
Talent may accept tips that are voluntarily offered by guests. Tips should be shared with the teammates assigned to your train car.
Soliciting tips is strictly prohibited. Talent may not ask for, suggest, hint at, or gesture for tips in any way.
What If My Friends or Family Are Attending?
If you would like to be assigned to the same train car as friends or family members who have purchased tickets, please email the Polar Express team as soon as possible after their tickets are purchased. While assignments cannot be guaranteed, we will do our best to accommodate requests.
What Time Can I Leave?
Once the final train returns to the station, talent will be gathered as a group and escorted back to the green rooms. After costumes have been properly returned and hung on wardrobe racks, a SLAY Events manager will provide parking validation and release talent.
Hero Boy/Girl performers may either remain for the final train ride or return with a SLAY Events team member after the last train departs Union Station.
What If I Am Running Late?
In emergency circumstances that cause you to be late, please contact TalentPlus immediately. TalentPlus will notify SLAY Events of your estimated arrival time. We will make a note each time in our talent database of the date you were late, what time you arrived and why you were late. Excessive tardiness may impact future scheduling opportunties.
What Happens If There Is Bad Weather?
The Polar Express will generally operate as scheduled during inclement weather. If local authorities close major highways or determine that travel conditions are unsafe, performances may be postponed or canceled. Unless otherwise notified, talent should plan to report as scheduled.
What Does It Mean to Be an Ambassador of Magic?
As a Polar Express performer, you are an Ambassador of Magic. Every interaction with guests helps create a memorable holiday experience. Whether escorting guests to the train, greeting families, or assisting throughout the event, performers are encouraged to engage warmly and positively with all guests.
Please make an effort to include everyone in the experience and help create moments of joy, wonder, and holiday spirit. Remember that guest backgrounds, experiences, and sensitivities vary widely. All communication should be positive, uplifting, and welcoming.
Avoid comments or phrases that could be interpreted as negative, critical, or exclusionary. This includes references to children being "naughty," being on a "naughty list," or any statements that imply poor behavior. Instead, focus on encouraging, festive, and inclusive interactions that help every guest feel special and valued.
Our goal is simple: leave every guest feeling like they were part of something magical.
What Is a Car Captain?
Each train car has a Railroad Association crew member assigned as the Car Captain. Car Captains wear yellow reflective safety gear and serve as an important operational resource throughout the event.
If a guest requires medical attention, notify the Car Captain immediately. Car Captains should also be informed of any mechanical issues, lighting concerns, or guest illnesses requiring cleanup assistance.
Between train rides, Car Captains assist with trash removal and mug box collection. During boarding, they are typically positioned near the train doors unless actively assisting guests. During deboarding, they help guests safely exit the train and may assist with handing down packages, mugs, and other belongings.
Can I Use My Cell Phone During Performances?
No. Personal cell phone use is not permitted while in costume or in the presence of guests. We encourage talent to take photos and share their experience on social media after their shift has ended and they are no longer interacting with guests.