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Have questions? Our Elves have the answers.

  • Is there a layaway option for 2024?
    Yes! Our North Pole Experience LAYAWAY PAYMENT OPTION WILL BE LIVE AT 8AM ON March 20, 2024! We know a Family Christmas Adventure of a lifetime takes planning and saving – which is why we have a payment plan for 2024 which allows guests to reserve the best tickets NOW with a split 50/50 payment option. There is no need to set an alarm or remember to login in June, the payment will be automatically scheduled for the remaining half. The earlier you book, the more time you have to save before June 25th! BOOKING WITH LAYAWAY ENDS: MAY 15th, 2024
  • Can I book with the layaway payment plan anytime between now and May 15th?
    Yes! You may utilize our layaway platform at any time between March 20th-May 15th! Your first payment (half of payment due) will be paid at the time of booking. Your second payment will be automatically deducted on June 25th, 2024 with no other action needed. Tickets will be released to you at the time the second payment is received.
  • Can I make the second payment at any time during the timeframe?
    Unfortunately, no. Your first payment (half of payment due) will be paid at the time of booking. Your second payment will be automatically deducted on June 25th with no 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 the payment deadline date?
    At this time the only payment date that can be set in advance is June 25th, 2024.
  • Does this apply to North Pole Experience tickets ONLY?
    Yes, the North Pole Experience is a separate entity than The Little America Flagstaff and this option is only available for North Pole Experience ticket purchases. All other hotel/meal/Breakfast with Santa purchases are separate.
  • Will the North Pole Experience send a reminder text/email after purchasing layaway?
    The North Pole Experience will send out a text 1 week prior to the final payment deadline. 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 unable to be processed on June 25th the North Pole Experience Layaway deadline, the tickets will be re-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 money.
  • 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 2024, 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 Yetti-O’s 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 at least 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 in Flagstaff, Arizona, and the Polar Express train ride in Williams, AZ. The North Pole Experience is a 1 hour and 40 minutes adventure INSIDE Santa’s Magical Workshop. Voted Arizona’s “Best Holiday Experience for Children” in 2016, 2018, 2019, 2020, 2021, 2022, and 2024 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 a Commemorative Teddy Bear for each child* 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! *This is a family-friendly event and clothes must be appropriate. 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!
  • What are the ingredients to the allergy-friendly treats?
    Guests can view the list of ingredients for all our treats at this page. NPX: Allergen/Ingredient List: - Google Docs
  • Are there bathrooms at the experience?
    Yes! If someone in the group needs to use the restroom, please let an elf know and someone will escort you to the bathroom as soon as possible.
  • How can I get an Early Elf Access code for next year?
    Early Elf Access is reserved for our Valued Returning Guests. To ensure Early Elf Access for next year, be sure to join us for the current season!
  • I have already purchased tickets. Can I make changes to 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 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:
  • Are my tickets Refundable?
    Tickets are non-refundable upon purchase.
  • The North Pole Experience 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.
  • 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.
  • Is it possible to book a private trolley?
    Yes, 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 for more information.
  • What do we do if we miss our ticket reservation?
    If you miss your reservation, you can utilize the standby option by coming to Little America to check in and wait for the first available trolley that will seat your group.
  • How long do we have to change our reservation date and time?
    Guests can make changes to their reservation date and time up to 72 hours before the scheduled date and time.
  • What do we do if part of the group is unable to attend?
    If there are still at least 72 hours before the scheduled ticket date, guests can change their date and time for another available date. If only part of the group wants to change or there are less than 72 hours left, please email immediately. Tickets are non-refundable per our Terms and Conditions. We will do our best to accommodate you but rescheduling tickets is always based on availability and can rapidly change.
  • Can the payment be split between two cards?
    Unfortunately, no the payment must be made with one card. Guests can split the tickets up and create two orders to use two different credit cards. If you do this, please make sure you still book the exact same date and time as everyone else in your party.
  • Can we purchase a teddy bear for a child who is under 17 months of age and has a free ticket?
    Yes! Guests can purchase a wrist band in the gift shop located in the Little America lobby to receive a teddy bear for a child without a ticket.
  • 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 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 North Pole Experience 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 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, including service animals, please contact our reservation office at
  • Is there a military discount?
    We love to support our troops! We offer a 10% discount for military families. To receive your unique single-use discount code, email our reservation team at . *Proper Military ID, and Driver’s License are required at check- in.
  • Is there a discount for government employees?
    No, currently the only discount available is for military members.
  • We 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.
  • 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 far is the drive to Flagstaff and the North Pole Experience?
    Arizona and 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 and Nevada Guests: The drive is approximately 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 to 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 North Pole Experience Check-in Hotel). Please note The North Pole Experience operates in Arizona Mountain Standard Time.
  • When should we arrive?
  • Weather conditions:
    Please check weather and potential snow conditions ahead of time and plan your trip accordingly to allow for safe travels!
  • How are the road conditions and will I need a 4-wheel drive vehicle?
    WINTER WEATHER ROAD CONDITIONS: PLEASE PLAN AHEAD. Our guests arriving safely to Flagstaff is our #1 priority for a Magical Experience. Road conditions can vary by the 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.
  • Will there be snow?
    While Santa really loves snow for landing his sleigh, weather conditions can vary in Flagstaff. We are nestled at 7,200 feet which provides potential for a winter experience! Whether snow is 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!
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