The North Pole Experience

News & Updates

North Pole Experience | 2020 Season Update | COVID-19

October 7, 2020

 

UPDATED: October 07, 2020 1:00pm MST

Dear NPX Guests,

For many families and friends, the North Pole Experience has become a treasured Christmas tradition over the past 12 years. Our entire story is built upon cherishing, honoring, and celebrating the magic and innocence of childhood through our immersive one-of-a-kind workshop. Each year we have had the privilege of bringing the Magic of Christmas to life for families with our enchanting interactions and storytelling through Santa, Mrs. Claus, and the elves.

Earlier this July, with the unprecedented challenges of COVID-19 affecting us all, we introduced the NPX Book with Confidence | Peace of Mind Guarantee to provide some comfort and security to our guests against any yet unknown effects that COVID may have on our 2020 season.
SEE NPX’s Book with Confidence | Peace of Mind Guarantee

Since then we have worked diligently to research and deploy state-of-the-art, medical grade cleaning and disinfection systems for the experience with the focus on not affecting the guest experience. Unfortunately, a determination had to be made now due to operational obstacles resulting from continuously evolving health and safety guidelines related to indoor entertainment operations. These current conditions will make 2020 operations difficult to predict, much less operate. With the best interest of our cast members, guest experience, safety and reliability in mind, we have made the difficult decision to suspend sales and postpone the 2020 season.

What happens now?
Under our Book with Confidence COVID update released on July 1st, 2020, all 2020 NPX tickets will be rolled over to the 2021 season. This rollover will happen automatically on, or before Oct. 12th and will require no action on your part. Additionally, Santa has added something special to your new ticket roll over package. Please see our FAQ’s below for more information. If there is a silver lining, we are happy that so many guests have expressed comfort in our Book with Confidence policy and have been opting over to the 2021 season since we rolled it out in July.

Our team and wonderful cast members yearn all year long for the next NPX season, to be a part of something very special. They pour their heart and soul into creating a magical and authentic setting like no other so that families can create special lifelong memories together.

With some sadness, but also joy in our hearts for the future, Santa, Mrs. Claus and all the Elves wish you a very Merry Christmas and a season filled with love, laughter, health and peace. We are going to pull out all the stops to ensure that 2021 will be the most special and magical year ever for your family.

 

The North Pole Experience Family

 

FAQ’s

 

What happens to my 2020 tickets?

As promised in early July as our non-refundable ticket policy was upgraded to the 2020 Book with Confidence | Peace of Mind Guarantee policy due to COVID-19, your postponed 2020 Tickets/Order will automatically be rolled over to the 2021 Season. (Your Departure Time and the day of the week will remain the same, but the date will correspond with the 2021 Calendar). The roll over will include your entire purchase, including any Products & Ticket Insurance. (Example: Tickets for Saturday, November 28, 2020 at 4:00pm will roll over to Saturday, November 27, 2020 at 4:00pm.) Departure times will remain the same.

NPX Gift Shop “Christmas Magic Bonus”

For every single paid 2020 ticket rolled over due to COVID-19,
you will receive a $10 Voucher PER ticket to the NPX Gift Shop
by showing your Confirmation # at Check-Out.
Have 6 tickets? Receive $60 in 2021 NPX Store credit!
(an avg. of 20% addl. value added to each of your 2021 tickets!)

When will I get my new tickets?

You will receive an updated Ticket Confirmation via email from Showclix on or before October 12th, 2020. If you don’t see your updated confirmation receipt by October 12th, 2020, please check your junk or spam folder to ensure the new receipt wasn’t bumped by your email provider. If you still don’t see the confirmation, please contact reservations@northpoleexperience.com for additional support.

I purchased tickets on Layaway, how does this affect my current layaway plan?

Once your final payment has been made, you will receive an updated ticket confirmation for 2021. Your tickets/order will remain in place and will automatically be rolled over for the new date. If you are experiencing any issues making a payment on your payment plan, please contact reservations@northpoleexperience.com for additional support.

How can I exchange my tickets for a new date/time for the 2021 season?

Existing ticket holders will have Advance Priority, and will be able to make exchanges 2 weeks before tickets are released to the public in 2021. You will be notified via email in 2021 with instructions on when and how to exchange your tickets. (If you have Wheelchair Accessible tickets, please contact Reservations at reservations@northpoleexperience.com for help with exchanging your tickets.)

How do I receive my Keepsake Autograph Ornament(s) and/or Santa Bag(s) that I purchased?

You will receive any Early Elf promo or purchased Ornament(s) and Santa Bag(s) when you arrive at Check-In on the day of your 2021 tour. (Ornaments will be the 2021 Limited Edition Logo)

How do I redeem my Gift Shop Magic Bonus of $10 per ticket?

Visit our on-site Gift Shop in 2021 to redeem your Reward. Your Reward is worth $10 for each ticket that you purchased. (For example, if you purchased 4 tickets, your reward is worth $40, if you purchased 10 tickets your reward is worth $100). Simply provide your 16 digit ticket confirmation # at check-out to redeem. (Rewards can only be used during the 2021 season).

If I purchased Ticket Insurance can I file a Claim in 2020?

The ticket roll over also includes any ticket insurance purchased through FanShield, separate from NPX. Which means your ticket insurance will remain in place for 2021. FanShield terms and conditions differ in context from ours and can be found here.

Can I get a refund?

As per our Terms of Service tickets are Non-Refundable, but due to COVID-19 we did upgrade our policy to the 2020 Book with Confidence | Peace of Mind Guarantee. Existing ticket holders will have priority to process an exchange of tour date or time 2 weeks before our 2021 tickets are released to the public. (Please see the information above regarding exchanges.) Please see our 2020 Book with Confidence | Peace of Mind Guarantee. 

If I am unable to attend can I give or sell my tickets to someone else?

Absolutely, you are welcome to give or sell your tickets to someone else. The tickets can remain in your name as long as the new party provides the confirmation receipt at Check-In. (Gift Shop Rewards of $10 per ticket may also be used by the new party if the confirmation # is provided at check-out). The following help article will help walk you through how to change the name on your tickets via MyTickets.

When will 2021 tickets be released for sale?

2021 tickets are currently not available to the public, please check our Website or follow us on Facebook for more news and updates. Currently we are looking at the 1st of February 2021 to release tickets.

Who do I contact if I need help with my NPX tickets or have questions?

Due to high call volume and extended wait times by phone, we ask that you please contact our Reservations team via email; reservations@northpoleexperience.com.

Who do I contact regarding my hotel reservation at Little America?

Please contact Little America at 928-779-7921 or reservations@flagstaff.littleamerica.com

Who do I contact regarding my “Breakfast with Santa” reservation?

Please contact Little America at 928-779-7921 or reservations@flagstaff.littleamerica.com

 

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