Rail Europe Customer Service Issues

My son arrived in Berlin very late at night and misplaced his passport and rail pass. He holds extra protection insurance, and the insurance company requires a police report for all lost items. He's struggling to get the German authorities to issue the report. How can we inform Rail Europe about this situation? It's urgent as he's alone, tired, and without any knowledge of German after a long journey from Sweden. Any advice on how to navigate this would be greatly appreciated.

Hello, My friends and I, a group of six adults, are interested in reserving train tickets for Saturday, February 15th, [redacted]. We are looking to travel from Paris Gare d'Austerlitz to l'Hospitalet près l'Andorre aboard the Intercités de Nuit overnight train. The departure time from Paris Gare d'Austerlitz is 22:05, with an arrival at l'Hospitalet at 08:50 on Sunday the 16th. We are hoping to secure 2nd class 6-berth couchettes for our journey. I have noticed that the train schedule on the website only displays dates up to January 18th. Could you please confirm if the train is still operational on February 15th and guide me on when I can proceed with booking and payment? Thank you for your assistance. Best regards, Peter

I purchased a ticket for my cousin's visit from London to Newcastle. The ticket indicated departure from Victoria Station, chosen for its proximity to my cousin. However, upon her early arrival at Victoria, the ticket desk informed her that the journey required a tube transfer to King's Cross, not an overground train as assumed from the ticket. She was unable to print the ticket without taking the tube, which proved challenging due to her lack of an Oyster card. Unfortunately, her attempt to purchase the card was complicated by an overseas hold on her card. Unable to resolve the issues in time, she missed the planned trip entirely. I request a refund due to the lack of clarity regarding the travel details, as it was not explicitly stated that a tube journey was necessary. Thank you for addressing this matter promptly. Sincerely, Hajar

Hello! I've been trying to reach Rail Europe for the fourth time now regarding a refund or assistance. Over a week ago, I booked a train from London to Brighton and back with the booking reference number [redacted]8. Unfortunately, I received an error message stating that the booking couldn't be finalized and was asked to wait 24-48 hours to be contacted. After not hearing back, I received an email confirming the booking wasn't completed. I tried booking again with reference number [redacted]0, but encountered the same issue. Despite both bookings showing charges on my account, I haven't received any email confirmations or been able to access my booking history for a refund. I've attempted to contact customer service multiple times. Currently in London, I need the tickets for this Saturday. Please reach out to me at my UK/EUR number +44 7[redacted]85. Thanks, Angela

I have been attempting to log in to RailEurope for a few days, but the site keeps indicating the login is incorrect or that there is an existing account issue. I require assistance in resolving this matter. My IATA number is [redacted]2. My current email address is [redacted] My previous account number was [redacted]; not sure if it is still active. Initially, I believe I registered with an old email from earthlink.net and also used a CLIA number. Despite my efforts to log in and contact RailEurope, I am unable to do so successfully. Assistance would be greatly appreciated. Thank you.

On February 7th, I tried to buy 2 round trip tickets from Manchester to Edinburgh. Unfortunately, after entering my credit card details, both my itinerary and payment information disappeared. No confirmation was received. Subsequently, I reinitiated the process and successfully received booking number [redacted]8 for $[redacted]. However, I noticed a pending charge of $[redacted] on my Mastercard from the initial failed purchase. Please assist in canceling the unconfirmed transaction. Thank you, Patrice G.

Hello Rail Europe, I hope you are well. I am writing regarding the cancellation and refund of my 3 tickets: Paris to Brussels, Brussels to Amsterdam, and Amsterdam to Charles de Gaulle. Unfortunately, my flight to Europe on Thursday, March 26th was canceled due to the travel bans between the United States and Europe because of the coronavirus. As a result, I am unable to use the train services between the cities. Despite my booking number showing non-refundable tickets, I saw on the Rail Europe website's "Daily advice to travelers concerned about the impacts of the coronavirus" that "Thalys," my train operator, is offering refunds without additional charges. I am hoping for your assistance in canceling and refunding my tickets. The $[redacted] spent on the trains is a significant amount to lose due to circumstances beyond my control because of the coronavirus regulations. Thank you for your help and for enabling my European trip. I await your response.

Hello Rail Europe Support, I am writing to request a refund for my 3 train tickets due to the cancellation of my flight to Europe because of the recent travel bans. The tickets are for trips from Paris to Brussels, Brussels to Amsterdam, and Amsterdam to Charles de Gaulle. My flight scheduled on March 26th was affected by the coronavirus restrictions between the United States and Europe, preventing me from using the train services. Although my booking number showed that the tickets are non-refundable, I found information on your website stating that the train operator "Thalys" is providing refunds without additional fees for coronavirus-related cancellations. I am hoping you can help me in cancelling and refunding my tickets. The $[redacted] spent on these trains is significant, and it would be unfortunate to lose that money due to circumstances beyond my control. I appreciate your support and look forward to your response. Thank you for enabling my European adventure.

I have been attempting to secure a reimbursement for my train tickets from Paris to Venice ever since Italy initiated lockdown several weeks ago. The RailEurope site had initially mentioned that TGV trains were providing full refunds some time back, and eventually, the Italian segment confirmed the same. Despite RailEurope advising to request refunds through my account, every time I tried, I was only presented with a refund of 206E instead of the full amount of [redacted].55E. The 206E aligns with the fare for the Paris to Turin route. I've sent three emails to Rail Europe but have not received any responses so far. Strangely, now when I access my account, there is no longer an option to request a refund or make an exchange. Our travel was scheduled for next week, departing on April 9th and returning on the 13th. Thank you.

I am seeking a refund or reissue for two Eurail passes I bought from Rail Europe in the USA. I acquired the Rail Protection Plan during the purchase. For the past 6 months, I have been attempting to reach them without luck. Every phone number leads to the same automated system, and I can't get through to a human being. I ask that they reach out to me at “[redacted]” with a functional phone number so I can have a conversation with a representative.

Is the Eurail Global Mobile Pass now paperless? I have a query regarding the process as I have already loaded everything onto the app as instructed in the Order Summary. Here are the details of our Eurail Global Mobile Pass Flex Promotion for 15 days within 2 months: - Travelers: Bryan Gordon, Lenora Gordon - Validity: 15 days within 2 months - Tue. 17 Aug. thru Sat. 16 Jul. [redacted] - PNR: EU[redacted]8 - Ticketing Method: mPass - Pass numbers: - Lenora Gordon: 9YGPZC - Bryan Gordon: CQNHZ5 The instructions provided were to download the Rail Planner app, add the pass using the Pass number and last name, connect it to a trip, and activate by providing passport or ID details and selecting the first travel day. For reference, the booking reference is W[redacted]79.

I made an impulsive order with Order No. RE-1JLAJB for 2 adult train tickets from Penrith to London on Sep 20. I'd like to exchange these for 2 tickets from Penrith to Manchester early on the 20th and 2 from Manchester to London on the 21st. I paid around [redacted] USD for the original booking. The total cost of the new tickets may be less depending on the train times. My Rail Europe account is under [redacted] I have not contacted them yet. While my ticket isn't flexible, I placed the order only 2 hours ago. If needed, I'm willing to cover any price difference, possibly up to 20 pounds. Thank you for your assistance. - Daniel

I have attempted to send copies of my Global Passes ([redacted]4) to Scott and Bunny in Melbourne twice via email as instructed, but both times my response has been returned undeliverable. Unfortunately, we are unable to utilize our Global Passes due to travel restrictions in New Zealand as a result of Covid. While the passes have been automatically extended for 12 months until February 8, [redacted], the refund deadline has now passed. Due to quarantine measures in New Zealand, there is uncertainty around international travel and re-entry even in February. I kindly request a further extension of the pass validity for an additional 12 months to address this situation. Thank you, Hugh K.

I made a booking for my rail ticket, REDRW9TL936, on Saturday, January 29th, [redacted]. I didn't receive any confirmation via email for a long time. Thinking I made an error, I ended up booking another ticket through "Split My Fare" for the same journey before realizing the initial booking did go through. With having a 10-month-old grandson, I make this journey often with my daughter. I kindly request to change the date of the extra ticket to March 11th, as I cannot use both tickets for the same trip. Given that I am close to retiring and cannot afford to lose £13.70 at the moment, this adjustment would greatly help me out. Being 63 years old, I sometimes struggle with technology and hope for your assistance in resolving this matter to avoid losing my money. Thank you.

I purchased a rail pass and was promised a refund if I returned the tickets, but I haven't received it yet. I am traveling to Europe in May and need the tickets. The customer service keeps sending me the same response stating the tickets are valid until June 30, but they are not addressing my requests for physical tickets or an extension. I feel frustrated as my questions are being ignored, and I have been emailing them for months with no real solution. I am unsure of how to proceed next. Thank you. TS

I registered as a travel agent with your company a week ago and have yet to receive any response. I urgently need to book a high-speed Paris to Amsterdam train for a client departing in ten days, and the delay is causing me inconvenience. I would rather not lose my commission on the business class tickets, but without registration confirmation, I may have no other choice. I am not interested in joining Just Answer, as recommended by your phone support, and simply want to proceed with finalizing my registration promptly.

I reached out to Northern Rail for a refund for the cancelled Leeds to Burnley train on 12/3/22 at 21:56. While traveling home from London Kings Cross at 19:30, the train we were on was similarly canceled. Northern Rail directed me to contact you as we bought the tickets online through your site. However, there is no longer any record on my account to submit a claim. Uncertainty about the last available train forced us to take a taxi for the last 15 miles, as other Manchester trains on the same route were also canceled. We are seeking a refund for two fares of £10.45 each for the cancelled train. Gordon R. and James R. can provide tickets and receipts upon request.

My train from Zurich to Innsbruck on August 5th got canceled. Reservation number: RE-5QF0TL. The train, Railjet Xpress #[redacted], was scheduled to depart Zurich at 14:40 and arrive in Innsbruck at 18:11 by Raileurope. It was canceled without notice, which is unacceptable. I am requesting a refund for the [redacted].65 € I paid for the ticket. Additionally, I had to purchase another ticket in Zurich for [redacted] CHF due to this cancellation. I expect a prompt response, or I will have to seek legal action under the European convention for traveler protection (CIV). Thank you. Best regards, Alexandra Hurezeanu, Dr. [redacted] [redacted]

I bought Swiss travel passes for 8 people with order number [redacted] on December 3, [redacted]. I mistakenly entered the name "Erich Bergdolt" on ticket #[redacted]65 instead of the legal name "Emil Erich Bergdolt". SBB mentioned they couldn't adjust it as the ticket was bought through RailEurope. How can I correct this to avoid problems in Switzerland? We depart from the US on Aug 25, [redacted], and start using the Swiss Travel Pass on Aug 30, [redacted]. Thanks for your help!

I am attempting to book a rail journey for four seniors from Barcelona to Toulouse on October 29th, with an expected arrival time of 12:00 noon. Unfortunately, the available train options appear to be limited and some seem to have lengthy travel durations. I was expecting a high-speed option, but it is not displaying. I tried contacting Rail Europe by phone, but was unable to speak with a representative due to the requirement of a booking or account number. I have specific inquiries: 1) Can reservations be made over the phone with Rail Europe, and if so, how can I reach them? 2) Regarding the online booking, there is an option to 'Add a Railcard'. What exactly is a railcard and what implications come with opting to add or not add one? 3) If the Renfe trains are not currently accessible for the selected date, when will they become available?