Sent this email over a week ago and am yet to hear back from anyone.

I just wanted to send an email to express disappointment in how an issue was handled this evening. My husband and I had attended the northern lights express in 2022 with our daughter and enjoyed ourselves so much that we decided to elevate our experience this year and purchase a ticket alongside friends as part of the tavern lounge experience.

As being two full-time working parents, we knew that attending the 5pm ride would be a challenge given that we both are front line workers, but left work early in hopes of avoiding traffic, as our commute from Glastonbury was to be a potential challenge.

We arrived at 4:55 and were greeted by a very nice woman who understood our sense of urgency as we were arriving with minutes to spare. She graciously provided us with a parking spot up front so we could quickly escort our 4 year old and 9 month old onto the train to join our friends.

Upon arrival to the train platform at 5:00, my four year old daughter had to witness the conductor stating "nope, sorry we're leaving" when attempts were made by the support staff to ensure our ride was secure.

My four year old daughter whom had been looking forward to this day for so long, was left in tears as the train pulled out of the station without her. As a mother, this was devastating to witness. I understand that time commitments should be adhered to,and we made every effort to arrive on time. However, we were disappointed in the way the situation was handled as we were quite literally left standing out in the cold.

The Northern lights express had been a representation of fun, and the foundation for christmas memories for our family, but after spending over $250 dollars to be turned away like we had been, and to have to witness the magic of Christmas ripped away from our daughter... we sadly will not be planning to return.

If you were to ask any family on that train this evening, I'm sure they would have graciously spared the extra few minutes to allow my family to board the train, had they known the circumstances of our arrival time.

My rationale for this email is not to complain, but to ask for more compassion and understanding during this holiday season, as many families with young children are trying very hard to "Show up" for there kids and to create unforgettable memories during the holiday season. I hope that if a similar situation arises in the near future, you will have empathy for those individuals and provide them the opportunity to board that train, knowing the positive impact it would have on their family.

....No response was provided by any staff of northern lights. No attempt to rectify the situation, and no other option suggested, other than to exit the venue and drive back home...awful experience, please do not support this event.