Winter Lights / Driver Experience – FAQ

How do I contact the booking team? – If the below information doesn’t answer your question please email contact@ehmr.org.uk

Is there toilets on site? – Van Hage have toilets in the Car Park by their main entrance that can be used. The store will be closed from 17.30.

Is there anyway to purchase a hot drink? – From 17:30 the Tap Shack will be at the railway selling hot drinks.

When do I pay for my booking, can I pay by card? – Yes you can pay by cash or card, payment is taken on the day at the railway ticket office before you board your train.

Can I add extra people to my booking? – If you are adding more than 6 people for the Winter Lights services, you need to place a new separate booking.

Can I cancel my booking? – Bookings should only be cancelled if you cannot make it due to exceptional circumstances such as ill health. Each cancellation / change takes a lot of volunteer time to administrate. Please give as much notice as possible.

Can I come along on the day if its fully booked online? – We can accommodate a limited number of walk-up passengers, but priority is always given to those that have pre-booked. Please speak to the ticket office on arrival to see if we can accommodate you.

Why have you offered an option to book either Diesel or Steam services? – We have listened to feedback from customers over the last few years and some customers prefer to ride behind our Diesel locomotives as they are quieter. This year we are trialling offering both options, but may be changed if there is low demand for these slots.

Are we guaranteed to have a Steam service? – Locomotives may be substituted for a Diesel or Electric locomotive if an issue occurs.

Will trains continue to run in wet weather? – We will continue to run the evening in the rain, please ensure you are dressed for the weather conditions as all of our coaches are open. If we receive severe weather which means its not safe to run trains then we will email everyone booked on the evening and update our social media pages.

Is it worth checking on the website for any cancellations? – Any cancellations will be posted on the website right until the train is due to depart.

When should I arrive for my train? – Please arrive at the ticket office 10 minutes before your booking where possible. If you have traffic on route, please still come along to the railway and we will attempt to get you on a later train.