Very disappointing experience this year compared with the previous year. Its sadly very clear some financial cuts have been made. There was no car park with busses to transport you in. Instead we had to fund and organise parking ourselves and hope our timings were accurate. Disappointed that the train was already waiting on the platform for boarding . Last year The Polar Express arrived in all its magical glory while we were waiting and added hugely to the excitement. Very exciting for small children, having the opportunity to see and hear the train enter the platform. This year It made for a very bland start . The actors did not really engage or look like they were enjoying their work . Unlike the previous year where everyone was encouraged to participate, which made it an enjoyable experience for everyone on board. The cookies were much nicer this year and the train was lovely and warm . Also all the staff we encountered were happy and helpful. The Christmas atmosphere in the holding area was full of Christmas Cheer. Sadly we won't be returning but glad to have had the first experience.

Booked a virgin experience for 2 nights and booked one night directly with the Mercury hotel, today we were told they have cancelled the train on the booked date and we cant get hold of virgin because they are only digital, also hotel wont refund the extra day so at the moment we are looking at being over £300 out of pocket and it was meant to be my wifes 40th birthday present. Dont pre- book with them as you could end up losing your money if there isn't enough bookings. Really disappointed as too short notice to book anywhere else.

Disappointing. I travelled down with my Grandad from London especially to visit the Spa Valley Railway on Thursday but it was shut. The railway magazine states that they are open Thursdays from July, so it was a wasted journey down.

What a absolute Rip off this year we have been every year since you started the Polar express, and it seems as tho TW is going backwards , so poorly run this year compared to the 1st year it truly is obvious that all you want is are money , Rude staff who had no clue , performance was not great we did have a very friendly Cheff atleast. Won't be back next year that's for sure. People don't waste your time.