'Polar Express' leaves riders out in the cold at Glen Ellyn stop

What was supposed to be a magical train ride to meet Santa Claus turned into disappointment Saturday for dozens of families who were bypassed by the Glen Ellyn Park District's "Polar Express," participants said.

The holiday-themed train was supposed to give ticketholders a ride inspired by the popular children's book of the same name before meeting up with Santa at the Elburn stop in Kane County.

Instead, more than 100 people were left standing in the cold at the Glen Ellyn Metra station after the train arrived and left without letting them on board, said Kaili Harding, 29, of Wheaton, who had two young daughters in tow.

"My daughter Adeline cried," Harding said. "She knew that was our train, and she didn't understand why weren't on it. Truthfully I didn't understand why weren't on it either."

Glen Ellyn Park District staff could not be reached for comment Sunday evening. But Board of Commissioners Treasurer Ron Aubrey said officials would "get to the bottom of what happened" and try to remedy the situation as soon as possible.

"The question is, how do you make it right?" Aubrey said. "When you think in terms of disappointing children, how do you fix that? If there is something we can do to make it right, by all means we will. No question in that regard."

Aubrey said the park district organizes the "Polar Express" with the cooperation of Metra, which supplies the train at a bulk rate, and about 600 people paid $12 to $20 for tickets this season. He said he was unaware of Saturday's complaints.

Harding decided in August to take her daughters, ages 3 years and 19 months, on the train as a Christmas treat. After weeks of anticipation, she said, they arrived early for Saturday's 11:25 a.m. ride along with two friends and their families.

About 20 minutes after the train was supposed to arrive, it finally did, Harding said. But families who tried to board were informed by the conductor that they would be riding another train scheduled to arrive a few minutes later. That train never arrived, and sometime shortly after noon, parks officials announced the event was canceled "due to a mishap with the train," Harding said.

"The children were completely heartbroken and let down," she said. "It was really unfortunate. As a parent, you feel really bad for the kids, and that's what upsets you. On the way home, my 3-year-old is going, 'When are we going to ride the train? When are we going to see Santa?' You spend all this time building them up and getting them excited, and then it falls flat."

Metra spokeswoman Meg Reile said officials are looking into the complaints. She said "Polar Express" events are popular at park and library districts, and at least two runs took place successfully in Glen Ellyn over the weekend.

Aubrey said he expects the incident to be discussed at Tuesday's park board meeting.