Frequently Asked Questions

Any questions we didn’t cover, or that you’re not completely sure about? Check through our FAQ to help answer any of your questions.

What are your hours?

Station office is open from Mon-Fri 9am-8pm, Sat-Sun 9am-5pm, 7 Days a week!

The Ticket Office is open one hour prior to departure times. Boarding begins 30 minutes prior to departure.

Do you have handicap accessibility?

We are not ADA compliant due to the historic nature of our equipment. However, we try our best to accommodate everyone. Please let us know at the time of reservation if you have any boarding concerns (walker, cane, wheelchair, need extra time boarding, etc.).

How do I get my tickets?

All tickets are will-call, meaning the guest will pick them up the day of their trip. Please direct guests to Ticket Office (the blue caboose).

What is your cancellation policy?

Reservations are NON-REFUNDABLE. However, an in-house credit may be held to reschedule for another date (subject to availability) for up to one year.

For reservations involving meal service, full credit can be held only if cancellations are made one week prior to the excursion date. If cancellations are less than one week prior to the excursion, a service fee will be deducted from your in-house credit to reschedule.

Potomac Eagle Scenic Railroad makes every effort to maintain its schedule but reserves the right to alter schedules or equipment as operating conditions warrant.

**In house credits from regular season are NOT valid on North Pole Express Excursion**

North Pole Express Cancellation Policy

North Pole Express Cancellation Policy:
NPE Ticket sales are non-refundable. If you need to cancel, an in-house credit can be held for a future excursion (subject to availability- Excluding third party vouchers) through October 31st, 2023. If Potomac Eagle Scenic Railroad cancels a trip due to inclement weather, we will do our best to reschedule your party on another 2022 North Pole Express trip. If no reschedule can be made, an in-house credit will be held until October 31st, 2023.
*Full credit in both First Class and Standard Coach can be held only if cancellations/date changes are made one week prior to the excursion date. If cancellations & date changes are less than one week prior to the excursion, a $10 service fee per ticket will be deducted from your in-house credit to reschedule.

*All North Pole Express In-House Credits from the 2021 season, expire on October 31st, 2022.

*North Pole Express Ticket reschedules can only be made for the same North Pole Express season (NPE). NPE tickets cannot transfer to NPE the following year.

Are pets allowed onboard?

We do not accept pets on the train. However, certified assist animals are permitted.

Outside Food Policy:

Outside food is not permitted to be brought onboard. There is a concession car onboard where snacks may be purchased during all excursions *(Not Available on North Pole Express). 

Is smoking or alcohol permitted on the train?

No smoking or alcoholic beverages permitted on the train.

Where are you located?

All excursions depart and arrive back to our station in Romney, located at 149 Eagle Drive, Romney WV 26757.

Is there assigned seating?

All reservations are assigned seating in your selected class of service. All passengers in the same reservation will be seated together. Separate reservations will not be seated together unless otherwise noted. If your party needs to sit with another party, please call our reservations office prior to your excursion date. Reservations are seated in the order they were made.

Are there restrooms on board?

There are restrooms both at our station, and located throughout the train during your excursion.

Face Mask Requirements:

As a tourist railroad, we are regulated by the FRA, and TSA and must continue to follow their current guidelines in place requiring face masks on various modes of surface transportation. If you have any questions regarding this, please call our reservation office at 304-424-0736.

Photo Policy:

By riding, all passengers grant Potomac Eagle and its parent company, Eagle Canon Passenger Car Company, the right to include photographic, video, audio, and other visual or audio portals of passengers taken during or in connection with the excursion for the purpose of trade, advertising, sales, publicity, promotion, training or otherwise.