All Customers
Enquiries regarding any ticket bookings should be emailed to [email protected], where our Customer Services team will be happy to assist you.
Please allow up to 3 working days for a response (emails are responded to by volunteers, we are all volunteers at Spa Valley Railway and do not have paid staff).
We will however always try to help sooner, wherever possible.
We are unable to take telephone bookings or authorise/make changes to bookings over the phone. This must only be done via email to the address given above.
Fundraising/Raffle Prizes
Due to the high volume of fundraising requests we receive and that we are a registered charity ourselves, the Spa Valley Railway is unable to support raffles or assist with fundraising. We want to take this opportunity to wish you luck with all your fundraising events. We request that persons not send enquiries regarding fundraising or raffle prizes.
Missing eTickets?
If you have not received your eTickets after booking, do please check your spam/junk folder, as some email providers have been marking our eTickets as possible spam.
If you have booked onto an event where seating allocation is required, these will be assigned and sent within 24 hours.
We are aware that Microsoft based email accounts (hotmail, live.com, outlook.com being some examples) are blocking our emails from our ticketing systems. This is outside of our control and we are working with our ticketing supplier to resolve this.
Day Out with Thomas bookings
All bookings for Day Out with Thomas dates must be booked via the dedicated Quay Tickets website which can be found via this link – we do not have access to your bookings and cannot assist you with any issues with their website.
If you have any queries regarding your Day Out with Thomas booking at Spa Valley Railway, please email them at [email protected] where they can assist you further.
Polar Express bookings
We do not have access to Polar Express bookings. If you have a Polar Express-related query, you’ll need to contact them directly via [email protected] or via the Contact Us link on their website: Contact Us – THE POLAR EXPRESS™ Train Ride Spa Valley.
We are unable to answer queries regarding Polar Express, including ticket queries or booking changes; these must all be sent to the email address above, where they will be able to assist you. If you have visited the Polar Express event and have lost property, please use the Contact Us – THE POLAR EXPRESS™ Train Ride Spa Valley link to reach the events team directly.
Please do not email us requesting your e-tickets for Polar Express, we do not have access to the bookings for this – they are all handled by PNP Events and their ticket site.
Contact Us Today
If your enquiry is about the Polar Express train, please don’t use the form below. Instead, visit the official Polar Express website
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