WHAT TO EXPECT

HAVE QUESTIONS? OUR ELVES HAVE THE ANSWERS.

Click a question to get answers about the North Pole Experience, and what to expect.

What is the North Pole Experience?

Voted “Best Holiday Experience for Children” by Arizona Foothills Magazine readers in 2016, 2018, 2019, 2020, 2021, 2022 and 2023 the North Pole Experience™ is the critically acclaimed Santa Experience located in the idyllic and breath-taking resort ski/summer destination of Flagstaff, AZ.

A Christmas Adventure of a Lifetime, the North Pole Experience starts by taking families on a trolley ride through the magic portal to Santa’s massive workshop in the middle of the forest. Once you arrive, Santa’s Workshop is a complete, hands-on experience for children and parents. Families work side-by-side with the elves, building toys and learning Santa’s Workshop secrets. They receive access to Santa’s main factory floor, attend Elf University, visit with Mrs. Claus, and enjoy cookies and snowman soup in the bakery. Don’t forget Santa’s mailroom and his top-secret “Area 47” Sleigh Hangar, featuring his famous sleigh, mission control center, radar systems, and more. End the 1 hour 40 minute (approx.) experience with a private family visit with Santa himself.

Where is the North Pole Experience located?

The Little America Hotel in Flagstaff, AZ is the official North Pole Experience Trolley Departure Station, with 500 acres of beautiful private forest and decked out in over a million Christmas lights for the holiday season. Guests need to plan on arriving at the hotel 45 minutes prior to their scheduled departure time for Check-In; 2515 E. Butler Ave. Flagstaff, AZ 86004.

What makes the North Pole Experience different/unique compared to the Polar Express train ride or other Santa events?

Arizona has two (2) popular Christmas attractions, The North Pole Experience™ home of Santa’s Workshop located in Flagstaff, Arizona, and the Polar Express train ride in Williams, AZ.

The North Pole Experience is a 1 hour and 35 minutes adventure INSIDE Santa’s Magical Workshop. Voted Arizona’s “Best Holiday Experience for Children” in 2016, 2018, 2019, 2020, & 2022 by Arizona Foothills magazine, the entire experience is a magical hands-on interactive adventure with Santa, Mrs. Claus and all his elves. The North Pole Experience includes private family time with Santa, cocoa and a special treat in Mrs. Claus’s bakery, a complimentary digital photograph with Santa, and each child* receives a Commemorative Teddy Bear from Santa himself.  (*1 bear per each paid Child’s ticket)

The Polar Express(TM) is a separate attraction in Williams, Arizona where you experience a train ride on The Polar Express™, where the children’s book by Chris Van Allsburg is read.  The train travels to the North Pole village, where Santa boards the train and walks through each train car to say hello to the children. The Polar Express includes cocoa, a cookie and a bell from Santa. You stay on the train for the entire trip. (Photos with Santa may be taken and purchased separately at the depot station)

What is the total duration of the experience?

The North Pole Experience lasts approximately 1 hour and 40 minutes (100 minutes) from the time of departure from Little America to your arrival back at the hotel. Times may vary depending on weather, and/or unforeseen circumstances.

What is the difference between day time workshop tours and evening workshop tours?

Little America Hotel, The North Pole Experience Trolley Departure Station, has over a million Christmas lights on display allowing night-time guests to enjoy the ambiance of the stunning hotel lights. Booking a day ticket? Don’t worry! The magic happens inside Santa’s Workshop and the experience is the same whether day or night. Please see the Buy Tickets page on our website to view a Checklist of everything included in your ticket..

 

Are strollers allowed at NPX?

Small strollers and small personal items are permitted and will be stored underneath the trolley buses during your travel to the North Pole and Santa’s Workshop. Upon arrival, your trolley driver will retrieve your stroller for you to take inside the workshop and will stow it away for you again on your ride back to the hotel. No personal items or strollers may be left on the trolley throughout your tour. Large strollers or wagon-style strollers are not permitted. If you have a non-ticketed infant, they are considered a lap child for the bus ride to and from Santa’s Workshop and must ride on an adult’s lap.

What should we wear (dress/attire) for the North Pole Experience?

Be prepared for winter conditions and colder weather! Children and parents are encouraged to dress in pajamas or a Christmas outfit with boots or shoes, and a jacket! PJs are a tradition for many families!

Remember, these are memories that last a lifetime on those cameras! The trolleys and workshop are heated and families will be outside for a few minutes to board and depart the trolley. Once inside Santa’s Workshop, children can roll up their pajama sleeves and work side-by-side with Santa’s elves to build toys! After your visit with Santa, you will be outside for a few minutes around our large fire pit as you wait for your trolley to arrive.



What treats are served in Mrs. Claus’ Bakery?

​​In Mrs. Claus’ Bakery, all guests are served Snowman Soup and Yetti-O’s. Our treats are not gluten, dairy, or nut-free; however, an allergy-friendly treat is available upon entering the bakery. Just let an elf know of your allergy and they will be happy to accommodate you!

I have already purchased tickets but I would like to change my current reservation?  

Absolutely! While North Pole Experience tickets are non-refundable upon purchase, if modifications or exchanges need to be made you can do so online through the Attendee Account Center. An account has been automatically created for you using the email associated with your ticket order. You can find a link to the Attendee Account Center at the bottom of your ticket order confirmation email. If you are having trouble finding your confirmation email, please visit the “Buy Tickets” page and click “Resend Confirmation” at the top of the page.

To claim your account, please use the email associated with your ticket order to log in to the Attendee Account Center. Once you have created a password and logged in, you can add tickets, change your reservation date/time, and transfer your tickets to another person. Please Note: If you choose to downgrade your tickets, you will NOT receive a refund for the price difference. If you have an existing order with ADA accommodations and need to make an edit to your order, please email us at reservations@northpoleexperience.com.

  • Exchanges must be completed a minimum of 72 hours before your departure date and must be made for the same operating season.
  • Ticket changes/modifications are subject to availability and are limited to adding or detracting guests, making changes to your travel date/time, or transferring your tickets to someone else.

For additional help navigating the Attendee Account Center and editing your tickets, please visit:

https://help.ticketspice.com/en/articles/5516074-attendee-experience-using-the-attendee-account-center

Are my tickets Refundable?

Tickets are non-refundable upon purchase.

NPX Guest Stand-By: Our trolleys leave ON your scheduled departure time, similar to an airline flight. Please arrive at least 45 min prior to your tour time to allow parking and check-in. If you are late to arrive for your scheduled departure time, NPX then operates on a Stand-By system, we will do our best to accommodate you on a later trolley but cannot guarantee a new departure time. 

How do we receive our tickets?

Once you have booked your tickets, you can opt to receive your confirmation by email or mobile delivery (text). Mobile delivery allows you to add your tickets to your Apple Wallet.

Is there a Layaway option for 2023?

Our NPX LAYAWAY 2-PAYMENT OPTION WILL BE LIVE AT 7AM ON SATURDAY, JULY 15TH.

We know a Family Christmas Adventure of a lifetime takes planning and saving – which is why we are so excited to announce our payment plan for 2023 which allows guests to reserve the best tickets NOW with a split 50/50 payment option. This includes a “60 Day time window” for guests before your next payment due (if you book by July 17th),  before the 2nd payment is automatically drafted on September 15th. There is no need to set an alarm or remember to login in September, the payment will be automatically schedueld for the remaining half.

The earlier you book, the more time you have to save before September 15th!   BOOKING WITH LAYAWAY ENDS: SEPT. 1ST, 2023

As promised, with this new announcement, NPX will be releasing additional ticket times set aside for our Layaway Guests for dates/times released during our ticket launch. But don’t wait, the best dates and times fill up quickly.

Can I book with the layaway payment plan anytime between now and September 1? 
Yes! You may utilize our layaway platform at anytime between July 15-September 1! Your first payment (half of payment due) will be paid at the time of booking. Your second payment can be made at anytime during the allotted 60 days. If not paid by September 14, the 2nd half will be automatically deducted on September 15 with no other action needed. Tickets will be released at the time the second payment is received.

Can I make the second payment at anytime during the timeframe? 
Yes! Your first payment (half of payment due) will be paid at the time of booking. Your second payment can be made at anytime during the allotted 60 days. If not paid by September, 14, the 2nd half will be automatically deducted on September 15 with no other action needed. Tickets will be released at the time the second payment is received.

Can you pre-set the date/time of a payment other than payment deadline date? 
At this time the only payment date that can be set in advance is September 15, 2023.

Does this apply to NPX tickets ONLY?
Yes, the North Pole Experience is a separate entity than The Little America Flagstaff and this option is only available for NPX ticket purchases. All other hotel/meal/Breakfast with Santa purchase are separate.

Will NPX send a reminder text/email after purchasing layaway?  
The North Pole Experience will send out a text 2 weeks, on September 1, prior to the final payment deadline is due. At this time, you can choose to make the second payment at anytime over the following 14 days. If the second payment is not paid by September, 14, the 2nd half will be automatically deducted on September 15 with no other action needed. Tickets will be released at the time the second payment is received.

What if I’m unable to make the second half of the payment?
If 2nd payment is not received within the 60 day timeframe or unable to be processed on September 15th of the NPX Layaway deadline, tickets will be released. The first payment will be forfeited as all ticket sales are final and non-refundable. If you feel like you will not be able to make the 2nd payment in the payment timeframe, we suggest waiting until all funds are saved and tickets can be purchased at one time to prevent any loss in monies.

 

How many people are on each trolley? If I book at the same time/date as another family, how do I ensure I’m in the same group?

Each trolley holds an intimate group of up to 55 people. This will be the group you are with the entire experience, so please plan ahead if you are traveling with friends or family, and be sure to book all your tickets at the same time and date.

To ensure you are in the same group as another family, it is essential that you book the EXACT SAME TIME and EXACT SAME DATE to be on the same trolley. Every departure time is a completely separate trolley of 55 people. If you have booked tickets 10 minutes apart, you will not be in the same group. 

If there are not enough tickets to book your families on the same trolley, you will need to find a trolley time available with enough spaces. It is highly recommended that one person from your group books all the tickets together to ensure you will all be on the same trolley. PLEASE NOTE: We cannot combine families who have booked different time slots once you arrive.

Want a Private Trolley? Private trolley’s can be reserved for your group upon availability, with a minimum of 55 tickets purchased. Private trolleys are booked at a “Private Trolley Rate” please email us at reservations@northpoleexperience.com for more information. 

Does Santa’s Workshop have handicap accommodations?

Absolutely! Some of Santa’s magical trolleys are equipped with wheelchair/ADA Bus lifts and the entire Workshop is ADA-accessible. To ensure that your visit to the North Pole is memorable, we do ask that our guests with disability accommodation needs please note the following:

  • Guests who require a wheelchair- The North Pole Experience offers accommodation for guests who require a wheelchair lift to board our trolleys. Please book be sure to book a wheelchair-accessible seat when booking your tickets to ensure that your trolley has a lift and is handicap accessible.
  • Do I need to provide my own wheelchair? If you need a wheelchair for the duration of the experience, please bring an ADA-compliant manual wheelchair.
  • I or someone in my party cannot climb stairs. Do I need to book a wheelchair-accessible seat? Our trolleys require guests to climb a small set of stairs to board. If you or someone in your party will need a lift to board, please select a wheelchair-accessible ticket. We will provide an ADA-compliant manual wheelchair for the lift and trolley ride to and from the North Pole.
  • I or someone in my party uses a motorized wheelchair, can these be lifted on the Trolley? Unfortunately, motorized wheelchairs (EPW’s) cannot be used with the lift; however, they can be used once you arrive at the North Pole. If you require a motorized wheelchair, we will provide an ADA compliant manual wheelchair for the lift and trolley ride and stow your motorized chair until you arrive at the North Pole. Guests must provide their own motorized wheelchair.
  • I have ADA tickets and have arrived at the Little America Hotel for Check-In. Where should I go now? Please arrive a minimum of 45 minutes before your departure time to allow ample time for your party to board. Gather your entire party and head to the NPX Check-In room to check in and receive your wristbands. Let an elf there know that you have booked an ADA ticket and they will help you with your next steps!
  • Hearing Impaired Guests – Guests who require an interpreter, please contact us directly at info@northpoleexperience.com to book your tickets. We will either provide the guest with a written script of the experience or a licensed interpreter.
  • Other Assistance or questions – For any other assistance, please contact our reservation office info@northpoleexperience.com 

Is there a military discount?

We love to support our troops! We offer a 10% off discount for military families. To receive your unique single-use discount code, please utilize the chat box feature on our Buy Tickets page or email our reservation team at reservations@northpoleexperience.com .

*Proper Military ID, and Driver’s License are required at check- in.





I would like to spend the night during our stay. Does the North Pole Experience have lodging partners?

The North Pole Experience works with many area hotels to ensure your stay is the best of the best. Our host hotel and Trolley Departure Station is the Little America Hotel which offers special rates to our guests. Other hotel partners can be found on the buy ticket page underneath the NPX calendar at http://northpoleexperience.com/locations/flagstaff-az/

Can I purchase tickets to the North Pole Experience without staying the night?

Yes, of course! Many guests and families choose to stay the night in Flagstaff for their North Pole Experience, but many families also make a Day Trip up to Flagstaff for the experience, and then return home before bedtime or continue on their travels. It’s all up to you.

How much time prior to my trolley time should I arrive to Little America Hotel?

Please plan ahead and arrive at the Little America Hotel 45 minutes prior to your scheduled trip to the North Pole. 

How far is the drive to Flagstaff and the North Pole Experience?

  • Arizona & New Mexico Guests:  The drive is a beautiful transition from desert vegetation, to the cool mountain pines as you near Flagstaff. Depending on weather conditions, you should plan on a 2 to 2.5-hour drive from Phoenix,  3 to 3.5 hours from Tucson, and 5 to 5.5 hours from Albuquerque.
  • Las Vegas & Nevada Guests:  The drive is approx. 4 to 4.5 hours from the Henderson and Las Vegas areas
  • California Guests:  For our many guests who travel from the San Diego and Los Angeles areas, it takes about 7 to 7.5 hours (est.)
  • International Guests:   All international flights will arrive at Sky Harbor International airport in Phoenix, Arizona. Drive time from Sky Harbor to the Little America Hotel in Flagstaff is approximately 2 to 2.5 hours (Airport to Flagstaff NPX Check-in Hotel).
  • Weather Conditions:  Please check weather and potential snow conditions ahead of time and plan your trip accordingly to allow safe travels!

How are the road conditions and will I need a 4-wheel drive vehicle?

ROAD CONDITIONS: http://www.az511.com

Safety is our #1 priority for a fun experience. That includes our guests arriving safely in Flagstaff…PLEASE PLAN AHEAD! Road conditions can vary by weather conditions. We encourage our guests to check road conditions prior to their departure via 511 and the National Weather Service. Please make sure you adjust your trip timing if winter weather is present! When snow is present, front-wheel drive is highly recommended and four-wheel drive is strongly recommended. Flagstaff is a designated ski resort city at 7,200 feet in altitude. 

NOTE:  I-17 and I-40 are the major highways that intersect on the outskirts of Flagstaff, making Flagstaff one of the best driving conditioned roads with the State of Arizona highway department doing what they do best.

Weather conditions: Will there be snow?

While Santa really loves snow for landing his sleigh, weather conditions can vary in the Flagstaff.  We are nestled at 7,200′ feet which provides potential for a winter experience! If snow conditions are light, heavy, or non-existent on your experience date, rest assured the magic of Santa’s Workshop will be a treat to your family no matter what!

2023 North Pole Experience Policies, Terms & Conditions:

Glossary: 

  • Exchanges & No Refund Policy
  • Missing your time/date
  • Weather Policy
  • Strollers
  • ADA (Wheelchair Accessibility)
  • Guest Experience/Guest Removal
  • Special Requests
  • Prices/Rates/Availability/Amending Departure Times
  • Conditions of Sale 
  1. Exchanges & No Refund Policy: DUE TO THE SEASONAL LIMITED TICKET CAPACITY AND THEATRICAL NATURE OF THE EXPERIENCE, ALL TICKETS ARE NON-REFUNDABLE upon purchase. Exchanges MUST be completed 7 days prior to the original departure date and must be made for the same season. Ticket changes/modifications are subject to availability and are limited to adding guests or making changes to your travel date. Refunds will not be issued for any downgraded tickets. If tickets are upgraded, the difference in the cost of the tickets will be charged to the guest.
  2. Missing your tour time or date: Guests should plan on arriving on-site a minimum of 45 minutes before their scheduled departure time to allow plenty of time for parking, and NPX Check-In, etc. Once on-site, guests should report to the NPX Check-In desk for their boarding wristbands. IMPORTANT NOTE: If you miss your trolley and tour day, your ticket(s) will be forfeited and will not be redeemable for another time or date. Tours sell out each season, and missing your tour day will forfeit your ticket(s).NPX Guest Stand-By: If you are late for your scheduled departure time, NPX then operates on a Stand-By system, we will do our best to accommodate you on a later trolley but cannot guarantee a new departure time.
  3. Weather Policy: In the unlikely event of a severe weather event, or Act of God that may inhibit travel to Flagstaff and the North Pole Experience, AND if this event causes the North Pole Experience to cease operations due to weather, or Act of God, then guests will be afforded a replacement ticket for another date & time in the same season, based on availability, or a credit may be issued for the next years season. Guests need to be aware of possible winter conditions in Flagstaff and prepare accordingly to ensure they arrive safely, and on time for their scheduled departure time.
  4. Strollers: Only Small strollers and light personal items are permitted, and will be stored underneath the trolley buses during your travel to the North Pole and Santa’s Workshop. Upon arrival, your trolley elf driver will retrieve your stroller for you to take inside the workshop, and will stowaway for you the same way upon your return to the hotel. Large strollers and wagon type strollers not permitted.
  5. ADA & Accessibility:
  • Guests who require a wheelchair- The North Pole Experience offers accommodation for guests who require a wheelchair lift to board our trolleys. Please book be sure to book a wheelchair-accessible seat when booking your tickets to ensure that your trolley has a lift and is handicap accessible.
  • Do I need to provide my own wheelchair? If you need a wheelchair for the duration of the experience, please bring an ADA-compliant manual wheelchair.
  • I or someone in my party cannot climb stairs. Do I need to book a wheelchair-accessible seat? Our trolleys require guests to climb a small set of stairs to board. If you or someone in your party will need a lift to board, please select a wheelchair-accessible ticket. We will provide an ADA-compliant manual wheelchair for the lift and trolley ride to and from the North Pole.
  • I or someone in my party uses a motorized wheelchair, can these be lifted on the Trolley? Unfortunately, motorized wheelchairs (EPW’s) cannot be used with the lift; however, they can be used once you arrive at the North Pole. If you require a motorized wheelchair, we will provide an ADA compliant manual wheelchair for the lift and trolley ride and stow your motorized chair until you arrive at the North Pole. Guests must provide their own motorized wheelchair.
  • I have ADA tickets and have arrived at the Little America Hotel for Check-In. Where should I go now? Please arrive a minimum of 45 minutes before your departure time to allow ample time for your party to board. Gather your entire party and head to the NPX Check-In room to check in and receive your wristbands. Let an elf there know that you have booked an ADA ticket and they will help you with your next steps!
  • Hearing Impaired Guests – Guests who require an interpreter, please contact us directly at info@northpoleexperience.com to book your tickets. We will either provide the guest with a written script of the experience or a licensed interpreter.
  • Other Assistance or questions – For any other assistance, please contact our reservation office info@northpoleexperience.com
  1. Guest Experience/Guest Removal: Our primary focus is providing our guests a wonderful and safe family experience. Management reserves the exclusive right to ask, and remove ANY guest(s) who may be disruptive, or otherwise create a situation that impairs or diminishes other guest experiences. Rudeness, alcohol impairment, belligerent behavior, excessive loudness, inappropriate language, failure to follow cast instructions or provocative gestures will not be tolerated and guests may be removed immediately at management’s discretion. NO REFUNDS will be given to guests who are asked to be removed for any actions, or inappropriate behavior that affects other guests or in a negative way.
  2. Special Requests: Due to the magical and interactive nature of the North Pole Experience, please note that special requests are not guaranteed, but we will do everything in our power to honor them whenever possible and feasible.
  3. Prices/Rates/Availability/Amending Departure Times: Rates, times and schedules are subject to change by management’s discretion, and management reserves the right to modify or amend your tour time on a given date based on operational requirements, or maintenance issues. Management will do everything in their power to advise our guests ahead of time of any tour time adjustments that may be required.
  4. Conditions of Sale: ALL SALES ARE FINAL AND ALL TICKETS ARE NON-REFUNDABLE. YOU ASSUME ALL RISK AND DANGER INCIDENTAL TO THE TRAVEL TO THE NORTH POLE EXPERIENCE. NO ALCOHOL, DRUGS, WEAPONS, FOOD, OR GLASS CONTAINERS ALLOWED. RECORDING DEVICES, STILL CAMERAS, AND VIDEO CAMERAS ARE PERMITTED WITH THE EXCEPTION OF SANTA’S PHOTO ROOM. YOU HEREBY CONSENT TO THE REASONABLE SEARCH FOR ALCOHOLIC BEVERAGES, DRUGS, OR WEAPONS. YOU FURTHER CONSENT TO THE USE OF YOUR IMAGE OR LIKENESS INCIDENTAL TO ANY DISPLAY, TRANSMISSION, OR REPRODUCTION OF THE EVENT. MANAGEMENT RESERVES THE RIGHT TO REFUSE ADMISSION OR EJECT ANY PERSON WHOSE CONDUCT IS DEEMED BY MANAGEMENT TO BE DISORDERLY OR WHO FAILS TO COMPLY WITH THE TERMS AND CONDITIONS HEREIN. NORTH POLE EXPERIENCE WILL NOT BE RESPONSIBLE FOR DAMAGED, LOST, OR STOLEN PERSONAL ITEMS. GUEST ASSUMES ALL RESPONSIBILITY FOR PERSONAL ITEMS, THIS INCLUDES BUT IS NOT LIMITED TO, CAMERAS, STROLLERS, WHEELCHAIRS, CLOTHING, JEWELRY, ELECTRONIC DEVICES, PURSES, WALLETS, AND ALL OTHER PERSONAL ITEMS. SEE FULL TERMS & CONDITIONS AT WWW.NORTHPOLEEXPERIENCE.COM



Is there a retail shopping experience available to purchase memorabilia?

There is an on-site North Pole Experience gift shop where guests can purchase light up snowflake wands, necklaces, NPX merchandise and the popular ornaments for Santa and the elves to sign at the workshop. It is highly suggested to visit the gift shop prior to attending Santa’s Workshop. Please check in for your trolley tour first and then feel free to visit the gift shop prior to boarding the trolley.

(Please note only paid children tickets receive a bear at Santa’s Workshop.)
However, guests can buy a bear wristband in the gift shop for $18 prior to their experience so that they get a bear from Santa vs. buying a child ticket.

What are the ages for children tickets?

Children 0-17 months old are free. (Please note only paid children tickets receive a bear.)
However, they can buy a bear wristband in the gift shop for $18 prior to their experience so that they get a bear from Santa vs. buying a child ticket.

Children 18 months and older through 17 years old qualify for Child pricing.

Do all guests receive commemorative teddy bears?

All paid children guests will receive a commemorative teddy bear from Santa himself at the end of the experience. If your child is 0-17 months old, or there is an adult in your party which you would like for them to receive a bear from Santa, guests can buy a bear wristband in the gift shop for $18 + tax PRIOR to their experience so that they get a bear from Santa vs. buying a child ticket.

Is there anything to purchase at the actual workshop itself?

No, there is nothing to purchase at the workshop so the on-site North Pole Experience gift shop at Little America is the only spot where guests can purchase light up snowflake wands, necklaces, NPX merchandise and the popular ornaments for Santa and the elves to sign at the workshop. It is highly suggested to visit the gift shop prior to attending Santa’s Workshop. Please check in for your trolley tour first and then feel free to visit the gift shop prior to boarding the trolley.

What are the hours of the NPX Gift Shop at Little America?

The North Pole Gift shop will be open 30 minutes prior to the first departure of the day and close after last trolley departs. Please check calendar posted on gift shop red door for daily start and end times.

 

I lost my photo card/landyard? What should I do?

Please contact our photo department directly at photos@northpoleexperience.com for further assistance. Please make sure to include as many details as possible you might have to help us identify your family.

Time and date attended
Number of adults and children in your party
Identifying photos / clothing descriptions

NPX Portal Location

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