Stanley Park Railway has issued a public apology after a massive outcry over the ticketing issues that left many Vancouverites stranded this holiday season.
Tickets for the popular annual attraction went on sale online earlier this month, but eager riders were hampered by pages not loading properly and long wait times.
After hundreds of comments from disappointed people, the Stanley Park Railway has shared that they will use this year’s experience to better prepare for future ticket releases.
“We sincerely apologize to all Bright Nights train fans, past visitors, and dedicated volunteers for the deeply frustrating experience surrounding ticket sales for our 2024 event,” said Stanley Park Railway online.
“We know that technical issues in the ticketing process left many first-time guests and loyal fans unable to secure tickets, and we are very sorry for the disappointment and inconvenience this has caused. We would also like to thank everyone for their incredible interest and support, which highlights how much this event means to the community.”
Tickets to the Stanley Park Christmas Train are sold through Calgary-based Showpass, which previously told Daily Hive in an interview that they were aware that some people encountered longer wait times when tickets were released on Friday, November 8.
“We’ve been personally interfacing with tens of thousands of Vancouverites over the phone and through our chats,” said the ticketing provider. “With one of the largest support teams in the industry, our crew has definitely been busy servicing the fans of Stanley Park trains.”
Stanley Park Railway also added that they understood how frustrating the long wait times and website errors were for people wanting to make holiday plans with loved ones.
Bright Nights at Stanley Park
“We have read your comments and messages regarding the online ticket process, and will be sharing the valuable feedback with the operations and event planning team to determine what changes can be made so that the ticketing process and customer experience for next year’s Stanley Park Railway events is more efficient, effective and accessible for all visitors,” the Railway added.
Tickets to ride the vintage 1961 train will not be sold on-site, though a recent petition is calling on the City of Vancouver to once again sell in-person tickets for rides on the Stanley Park Railway.
Fans of the holiday attraction shared their frustration with the ticketing process online.
“Bring back in person ticket sales,” commented Shelley Ricci. “This is an event we brought our children to for more than 20 years and now because of this silly online ticketing and the nonsense that surrounds it, I have not been able to bring my children at all for the last few years.”
Others online were more understanding of the Stanley Park Railway and their efforts.
“It’s so clear that we all matter to you and that is very touching in spite of feeling so frustrated by the purchasing process, so thank you so much for continuing to explain what happened to us all,” said Morgan Thon.
“I hope this being a repeat of previous years though teaches that in the coming years there needs to be another way because this is still heartbreaking for so many to not be able to enjoy. Thank you anyway for all you’ve done and continue to do to support BC Firefighters.”
Bright Nights at Stanley Park
Stanley Park Railway also strongly discouraged people from purchasing Christmas Train tickets from third-party sellers and reminded everyone that admission to experience the holiday light displays and activities in the plaza is by donation to the Burn Fund.
The Park Board has donated over $2.5 million to the Burn Fund since 1998. Programs supported include Burn Camp and the Home Away Program, which provides accommodations to survivors, firefighters, and their families who must travel to Vancouver for medical treatment.
When: November 29, 2024, to January 4, 2025 (closed on December 25)
Time: 4 to 10 pm
Where: Pipeline Road in Stanley Park, via the West Georgia Street park entrance
Tickets: Christmas Train $12 to $16, free for children 2 years and under. Bright Nights admission by donation