Frequently Asked Questions

Do I have to make a reservation for The Santa Express at Platform 12.24

A: Yes! To ensure a safe and socially-distanced experience, we kindly request that you book a reservation in advance. Not only does booking a reservation secure your preferred date and time, but you will also be able to pre-purchase your digital package to ensure a touchless experience during your Santa Express visit.

Q: Why do I need a reservation?

A: We are committed to providing you and your family with a magical and safe experience this year. In order for us to deliver on this promise, we’ve decided to make this year a reservation only experience.

Reservations will help us monitor lines and minimize large crowds forming in and around Platform 12.24. We know things may look a little different this year but with your help, we know we can deliver on the magical experiences you’ve come to know and cherish at Galleria Dallas.

Q: What is included in my reservation?

A: In addition to securing your desired date and time, your reservation will also include full payment of your digital package. This package includes all images captured from your visit with Santa.

Q: Package Prices

A: In an effort to be touch free this year, we are focusing on only having one digital package available. The package includes all the digital images taken with Santa on The Santa Express at Platform 12.24. This package is set at $40 if you plan to visit after December 4th. If you book your visit between November 20th – December 4th, you’ll receive $5 off the full price.

Q: How do I make a reservation?

A: To book your boarding ticket(s) to The Santa Express at Platform 12.24 navigate to the homepage and choose between an in-person or virtual visit with Santa. You can then reserve your preferred date and time through December 24.  

Q: Running late to your reservation?

A: Santa ran into some traffic this morning himself, so no worries if you are just a few minutes behind. We kindly request that if you are running more than 5 minutes behind schedule you give us a call (972-916-8765) so we can hold your spot or see about rescheduling.

Q: When should I arrive for my appointment?

A: Please plan to arrive to Galleria Dallas at least 30 minutes prior to your reservation as it can be difficult to find parking; and your parking location may be on the opposite end of The Santa Express at Platform 12.24.

Please plan to arrive to the set and check in at least 15 minutes prior to your reservation. Unfortunately, if you are more than 5 minutes behind your reservation time, you may lose your reservation spot and may need to reschedule. For more information, please call The Santa Express at Platform 12.24 at 1.800.210.7698. 

Q: Are reservations available Christmas Eve?

A: You’re in luck! Yes, this year Elfie the head elf has accommodated reservation times for Santa’s entire duration at Galleria Dallas, November 20th – December 24th. For a full schedule, scroll up to the calendar at the top of this page.

Q: Is there a limit of people per a reservation?

A: Each reservation can accommodate up to 5 children. If your party size is larger than 8 please contact our set team at 1.800.210.7698 to book your reservation with one of Santa's elves! Please be advised that everyone coming aboard the Santa Express should be included, you got it right, including infants and toddlers.

Q: Refund and Cancellation Policy

A: You are eligible for a full refund if you cancel at least 24 hours prior to your reservation. Cancellations with less than 24 hours-notice may be ineligible for a full refund. For more information or specific questions regarding the refund policy, please contact the Santa Express at Platform 12.24 team at 1.800.210.7698

Q: Rescheduling policy

A: We understand that things come up and should you need to reschedule your reservation, we will do our best to find you a new time. Please note, that rescheduling is based on current availability and we cannot guarantee any future dates or times. Rescheduling must also be done at least 24 hours ahead of your appointment time. 

Q: Do I need to write a wishlist for my child?

A: Our Wishlist technology is the extra magic incorporated into your visit. By filling out the Wishlist, you are curating a custom and memorable experience for the young and young at heart visitors. Santa will be able to see what has been added in advance to create a truly magical and unforgettable experience.

Q: What to do if digital download doesn't come through?

A: Those mischievous elves must be at it again. Should you have any issues with your digital images coming through, please give us a call at 800.210.7698

Q: Where is The Santa Express at Platform 12.24?

A: The Santa Express at Platform 12.24 is on the first level, near Sephora and just south of the Guest Reception Center desk.

Q: Parking directions

A: The most convenient parking garage to Platform 12.24 is the Blue Garage located next to Banana Republic on the corner of I-635 and Dallas North Tollway. For quick and convenient parking, Valet parking is available at the Westin hotel drive.

Q: Where is the nearest restroom?

A: The nearest restroom is located on the Ice Rink Level, just one floor below Platform 12.24. Take the escalator next to the Guest Reception Center down and the restrooms will be to your right.

Q: Kid friendly environment/code of conduct

A: We ask that all guests conduct themselves in a respectful way in accordance with Galleria Dallas House Rules along with all laws and local ordinances and maintain a kid-friendly environment. View Galleria Dallas house rules here.

Q: Want to share overall feedback?

A: Are we on the naughty or nice list? Let us know about your experience or any feedback you would like to share at 800.210.7698 or email us at