The North Pole Experience

News & Updates


June 30, 2020

North Pole Experience | 2020 Ticketing Update

Book with Confidence | Total Flexibility | Guest Safety Upgrades
Updated: July 1, 2020

Dear NPX Guests,

These are some interesting and fast-changing times that we are living in due to COVID-19. The safety of our guests and cast members are our absolute #1 priority. To that purpose, we have updated our non-refundable ticket policy to give you, our guests, complete confidence and flexibility with your family’s safety and your 2020 NPX ticket purchase.

We have fully embraced the challenge and opportunity to research, invest, and engineer multiple layers of advanced medical-grade safety and disinfection technologies into our experience. We have reduced our Guests per tour by 31% on all tours in 2020 for added social spacing, which will make your Experience more intimate.
NOTE: With the 31% capacity reduction in 2020, we anticipate we will be fully booked much earlier this season.

While we are still over 4 months away from Opening Day on November 14th, Santa, Mrs. Claus, and all the elves are hard at work upgrading, testing and getting everything ready for your arrival.

We are excited to see everyone this Christmas!

The North Pole Experience Family


What does the 2020 Book with Confidence Program encompass?

What orders are eligible to move to the 2021 season?

All orders placed between February 28, 2020 and December 26, 2020 are eligible for the Book with Confidence Program.

I booked my tickets with Layaway, do standard payment timelines still apply if I booked my tickets with layaway?

Yes! To qualify for the Book with Confidence Program, your order amount will need to be paid in full by October 1, 2020. Partially paid orders will not be eligible to receive a credit for 2021.

To qualify for the Book with Confidence Guarantee Program, what is the last day I can cancel my order?

Up to 48-hours before your departure day.

If I decide to cancel my 2020 tickets and opt to 2021, how do I do that?

We are making it Easy and Simple! We are currently building a “2020 – Book with Confidence” website portal for our guests to easily cancel and opt forward to 2021 by filling out a quick on-line form with your name, address, email information and NPX order #. No calls, no hassle, total flexibility, it’s that easy. Portal will be up on, or about August 15th.

What if I purchased ticket insurance?

If ticket insurance was purchased through FanShield, you can submit a claim and receive a monetary refund for your order if your cancellation is covered under their policies. If you choose not to file a claim your 2020 insurance will roll over coverage into 2021 with your tickets.

Will there be social spacing incorporated into Santa’s Workshop due to COVID19?

Yes, we are reducing our guest capacity per tour by a full 31% to create a more intimate Experience and allow for ample spacing adjustments while keeping the Experience intimate and magical.

Trolley Bus Transport Spacing: Closing 31% of the seats per bus, so guests have ample spacing during transport to and from Santa’s Workshop.

Will there be frequent cleaning & disinfection protocols to keep guests and cast safe?

Yes, we are implementing a complete, multi-layered, disinfection strategy for our guests and cast members comfort and safety. These protocols include state-of-the-art cleaning and medical-grade disinfection systems throughout the entire NPX Experience. To include, NPX Check-in, NPX Trolley Buses, and all NPX Cast and showrooms throughout Santa’s Workshop.

Our multi-layered disinfection and safety systems in every NPX space include:

NPX Portal Location

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