FAQ

Frequently Asked Questions

The beautiful Autumn Colors Express train, in Huntington, WV – photo by Nick Benson

Safety and Prohibited Items

Can I Bring Emotional Support Animals On the Train?
No. The ADA makes no provisions for emotional support animals, we follow industry standard guidance and do not allow any non-trained service animals onboard the train. This policy is for the safety and comfort of all passengers.
Can I bring my pet on the train?

No. If you ARE bringing a service animal onto the train, you must contact us at least two weeks in advance of the ticketed trip date. Due to insurance requirements, absolutely NO “walk-up” service animals will be accepted.

Contact us at: info@railexco.com

 

Can I open the window or vestibule of a train car?

No. Train windows and vestibules need to stay closed while the train is in motion. Violation of this Amtrak policy will result in removal from the train at the nearest grade crossing. No refunds will given to passengers breaking clear and established Amtrak policy.

Can you accommodate wheelchairs?
We can only accommodate wheelchairs that can fold. However, someone must be available to load and unload the chair. Riders must be able to board under their own power. There is no wheelchair lift between the train and the platform. We cannot accommodate motorized wheel chairs.
I have mobility issues. Can I still ride the train?

We welcome all passengers. However, safety is paramount during all events.

For rail events, please note that most heritage passenger cars were built before the American with Disabilities Act. They are exempt from ADA Compatibility requirements due to their age. We will try to make accommodations as possible provided that the accommodations do not place visitors, participants, volunteers, workers, contractors, or employees at risk of harm or injury. If you have questions about accessibility, please contact us at info@railexco.com

Prohibited Items
-Personal alcohol is not permitted in event spaces or on trains. Alcohol will only be allowed if provided for the event either as part of a ticket or for sale.
-Smoking in non-smoking areas and or on a train is not permitted at any time.
-No illicit drugs are permitted at any events sponsored or run by the Railway Excursion Management Company.
-Concealed or Open Carry Firearms are not permitted on railroad grounds or at railexco events.
Safely boarding and disembarking on rail events?
Boarding and Disembarking may take place in the dark. Boarding crew will be able to assist however due to the nature of rail equipment you may need to perform the following
– Walk on areas that are grassy, uneven, or gravel covered
– Take an inital step onto the train of up to 18 to 24 inches. Depending on ground conditions. Boarding will only take place at vestibules that are safe to open with a step box provided.
– Walking through narrow aisles or hallways of a railcar
– Walking to or through several railcars (each railcar is up to 85 feet in length)

 

If you do not feel you can handle some of these requirements please contact us directly at infor@railexco.com

Ticket Policies

Are their different prices for children compared to adults?

Tickets are purchased on a per seat basis. Children 3 and up are required to have their own seat. However children under 3 are welcome to ride on a parents lap. Keep in mind that longer trips would make for a possibly uncomfortable ride.

Can I get a refund on tickets?

Yes. Refunds for Railexco events follow an industry-standard prorated schedule. Refunds issued more than 2 months prior to the commencement of the event receive 75% of the value, refunds requested within 2 months of the event receive 50% of the value. Refunds within 1 month and No-shows lose all value.

If the event is postponed due to force-majeure or act of God, your ticket will remain intact for the rescheduled event, no further action is required on your part and an updated reservation will be generated and emailed to you.

Refunds can be requested by emailing us at: info@railexco.com

Can I split tickets between days?

No. Tickets are sold for the day of a trip or event and cannot be used for another day.

How do car selections and seating work?

Tickets purchased are good for the car and seat type indicated. Some cars contain many types of seats for example a dome car contains both lounge, rooms, and dome seats. Please note that you should make note of the type of seats you want.

New for 2020 we are going to offer reserved seating for specific seats in a car. This does not apply to every car however for reserved seating cars the seat you pick is the seat you will be in.

If you have questions about seat types please refer to seat types section of our website or email us at info@railexco.com

How do I get my tickets and where can I find them?

Your receipt, E-ticket, and conformation will be emailed to you upon completing the purchase of your tickets. That order confirmation or E-ticket will be required to board the train. Passengers may be required to provide ID when boarding or in the event of a ticketing dispute.

Passengers with Will Call tickets may board with their order confirmation, but may have to provide ID.

Passengers can also board with an mobile E-ticket sent directly to their smartphone upon purchase.

How would I sit with friends or another couple?

Make sure when you and your friends purchase tickets that your tickets are for the same car and class of seating. If you have questions please feel free to contact us at info@railexco.com

If I buy a lounge class seat in a dome car can I go up in the dome?

No. Dome class seats are sold to dome customers, they have paid extra to ride in the dome. We cannot not allow lounge class customers into the upper level of the domes.

Ticket Handling Fees

All tickets will incur a %4.5 to %5 ticketing fee that is charged per ticket. If tickets are purchased over the phone an additional $4 fee will be charged per ticket plus the ticketing fee. Tickets are available online via acewva.com

What is a Private Suite?

Private suites are rooms on the train that connected that allow for a larger room. When purchasing a private suite you must purchase all the tickets for that suite. Some of our suites will seat 3 people while others will seat 4 people. The suite will be your private space for the entire day. They will usually contain a bathroom however cars differ on the accommodations.

Will I be able to pick up tickets from a will call stand?

No. Passengers with Will Call tickets can board with their order confirmation and will be checked against a manifest. Please have your ID ready when boarding with a Will Call order.

Other Information

Are restrooms available on the train?

Yes. Restrooms are available on almost every car of the train. If a car does not contain restrooms the next car will.

Can I bring a cooler, snacks, and food on the train?

Yes. We encourage you to pack your own snacks and bring them in a small cooler. No alcohol is permitted onboard.

Can I smoke on the train?

No. Smoking is not permitted anywhere on the train, between the cars, or in the vestibules. We have a strict no smoking policy if you are caught smoking we will ask you only once to put it out. On the second warning we will let you off at the nearest town. Your ticket will not be refunded.

I am part of a large group how can I assure we are seated together?

You will find that by boarding as a group and being early you will have a better chance to find seats that are all together. Volunteer car hosts will make every effort to seat parties together.

Moving about a train; what can I expect?

On a moving train, you should be prepared for sudden movements at any time. The walls, furniture, handrails, and other surfaces are solid. Please use them to steady yourself while walking through cars.

What type of footwear should I wear?

We recommend you wear closed-toed shoes. Flip flops, sandals and open toed shoes are not appropriate in a railroad environment, no matter how much they may complete your outfit.

Will I have to sit with other people?

Yes. If you purchase seats in car that has tables you may be sitting with another group or couple. Each ticket is good for one seat unless otherwise indicated.

Disclaimer

Disclaimers
  • For rail events, motive power and rolling stock may be substituted for any reason. All efforts will be made to prevent this from happening.

  • Railway Excursion Management Company & other event partners assume no responsibility for delays, injuries, equipment failure, loss or damage.

  • If an event has a scheduled departure time, please arrive at a minimum of one hour early. Please plan ahead and locate parking and transportation to event area ahead of time.

  • By riding or participating in a Railway Excursion Management Company event, you grant the right for photographic, video, audio to be used in marketing, training, and advertising by the Railway Excursion Management Company and its partners.

  • We, the Railway Excursion Management Company reserve the right to update these policies and frequently asked questions at any time.