Frequently Asked Questions
Safety and Prohibited Items
Events taking place on railcars cannot accommodate pets. Service animals are welcome and allowed but the Railway Excursion Management Company must be contacted before the event and informed of the pet size. 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 firstname.lastname@example.org
Train windows and vestibules need to stay closed unless otherwise indicated. When it is safe and prudent to open a window or vestibule (if allowed), a crew member will let everyone know.
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 email@example.com
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.
Refunds for Railexco events follow the following pro-rated 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.
All refunds are handled on a case by case basis however the above schedule is used to establish the value of refunds.
Please contact us at firstname.lastname@example.org or 1-844-RAILEX9 (1-844-724-5399) ext 5
Tickets are sold for the day of a trip or event and cannot be used for another day. If the option exists to split a ticket, it will be indicated.
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 email@example.com
Your receipt and conformation will be emailed to you upon completing the transaction. If you purchased your tickets in person, then you should have gotten a copy of your tickets and a receipt during that transaction. Please note that if you need assistance or have lost your tickets we can help. Please send us an email to firstname.lastname@example.org
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 email@example.com
Tickets purchased for lounge class seats are good for seats within the lounge. Dome class seats are sold to dome customers, they have chosen to ride in the dome with their ticket purchase. We will not allow lounge class customers into the upper level of the domes.
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
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.
Tickets will be available for will call and can be picked up from the will call area however will call tickets must be purchased at least two weeks in advance of the event.
Will call ticket holders must bring a photo idea with the name of the purchaser or ticket holder. The credit card used to purchase the ticket is also an allowable form of ID.
Restrooms are available on almost every car of the train. If a car does not contain restrooms the next car will.
We encourage you to pack your own snacks and bring them in a small cooler. There is space under, over, or behind the seats for a small cooler. Please remember- no alcohol.
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 fare will not be refunded.
Our team continues to monitor the COVID-19 situation and make appropriate adjustments to our plans based on guidance from the CDC, and state governments. We are keeping everyone’s health and safety in mind as we plan our upcoming trips. We plan to operate the Autumn Colors Express as planned October 22-25, 2020, unless we receive notification that we are unable to do so safely.
We plan to increase our cleaning efforts using dedicated staff, increase the availability of hand washing stations and provide additional personal cleansing products to our guests. If it is requested that we provide more spacing for passengers on board to “socially-distance,” we will take appropriate action.
If you are concerned and wish to convert your 2020 tickets to 2021, please reach out to us at firstname.lastname@example.org, otherwise please stay tuned to our social media page in the event any changes are made to our planned trips.
Please stay safe and respect the guidance of medical personnel as we navigate this difficult time.
If you are part of a large group please arrive and line up early at the designated meeting point for group. You will find that boarding as a group and being early you will have a better chance to find seats that are all together.
On a moving train, you should be prepared for sudden movements at any time. With that in mind, railcars are built sturdily. The walls, furniture, and handrails are solid. Please use them while walking through cars – we want everyone to be safe during all events. With that said be mindful that slack action or slipping can cause moderate to severe jerking. If this happens do not hesitate to sit down until the motion subsides…be it the nearest chair, booth, or even floor.
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.
Boarding will take place from one of two locations.
Location 1 is downtown Huntington, WV located at Map Link Click Here
Location 2 is from Charleston, WV at the Charleston WV Amtrak Station located at 350 MacCorkle Avenue – Southeast Charleston, WV 25314
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.
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.