If you want to request a refund or cancel your ticket, the process is the same. Refund policies vary depending on the type of fare and tickets. The conditions below detail the refund process for a :

Print @ home ticket

Print @ the station ticket

Paper ticket

Rail pass

Print @ home ticket (Italo & Trenitalia)


Exchanges and refunds

We know plans can change and errors can happen. When they do, we want to make it simple for you to understand your options and request an exchange or a refund, if your tickets/passes are eligible.

Quick Refund Check

Already bought your tickets and want to check if they're refundable?


Please ensure that you have read the conditions below (Refunds conditions for ‘Print @ home’ tickets) to see if you are eligible for a refund request. If so, follow the steps below :
1. Open the ’order confirmation’ email in your inbox.
2. Look in the ’order recap’ section, for your Booking Reference Number.
3. Enter the Booking Reference as well as your email address mentioned in the ‘order confirmation’.
4. Click on ‘search’ to continue with the process. Our system will display your booking order.
5. Click on ‘calculate fee’ to see if there is any applicable penalty.
6. Click on ‘refund’ to complete the refund process.

You will be refunded within a few days and the refund will be reflected on your account statement. The amount will be refunded on the account linked with the credit/debit card used at the time of purchase.



Refund process for a 'Print @ home' ticket

For any other information please read our FAQ on “Print @ home” ticket refund and Refunds, exchanges and cancellation section.

Refunds conditions for ‘Print @ home’ tickets

  • Travellers need to have their Booking Reference as well as the email address used for booking.
  • Some carriers will apply the most limited refunds when a Full Fare and a Book Early Fare are booked in together (in one and unique printed ticket with the same PNR)
  • No refunds are possible in Europe.
  • Shipping fees and Reservations are not refundable.

You will be able request a refund for the most widely used train tickets in Europe :

  • French domestic long distance trains and high speed trains (TGV)
  • TGV Lyria trains (France-Switzerland)
  • Eurostar trains (London-Paris-Brussels), only Business Premier class
  • Thalys trains (France-Belgium-Netherlands-Germany)
  • Other International trains to and from France, such as Brussels-France TGV and France-Germany high speed train
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.

Refund process for a 'Print @ the station' ticket

Rail carriers have distinctive refunds process. You will find the different types of refunds and conditions that apply to major carriers such as SNCF (France), ATOC (Great Britain), Eurostar.

SNCF (FRANCE) :

  • Already in Europe & ticket Not retrieved
    If you are already in Europe and that you have not retrieved your ticket, go to any train station in France in order to release your seat before the departure time of the train. Send the original proof of the seat release by post to the local branch of our customer service (refer to your confirmation email for contact).
  • Already in Europe & ticket Already retrieved
    If you have already retrieved your ticket from a ticket terminal in Europe, you must send the original ticket by post to the local branch of our customer service (refer to your confirmation email for contact).
  • Not departed from country of residence
    If you haven’t yet departed from your country of residence, you must contact the local branch of our customer service before the departure time of the train. If you haven’t retrieved your ticket from a ticket terminal, you must contact the local branch of our customer service (refer to your confirmation email for contact).
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.

ATOC

  • Already in UK & ticket Not retrieved
    If you are already in UK and decide not to travel, do not issue your ticket through a ticket machine. Depending of the fare, the refund will be processed automatically by Rail Europe. Refund will be granted or denied according to the fare policy.
  • Already in UK & ticket Already retrieved
    If you have already retrieved your ticket from a ticket terminal in UK you need to send the original tickets by post to the local branch of our customer service within 28 days from the original travel date. No refund would be granted without original ticket. Refund will be granted or denied according to the fare policy.
  • Not departed from country of residence
    If you have not yet departed from your country of residence, you must contact the local branch of our customer service. Refund will be granted or denied according to the fare policy.
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.

EUROSTAR

  • Already in Europe & ticket Not retrieved
    If you are already in Europe and you have not retrieved your ticket, go to any train station in the country which is related to your ticket in order to release your seat before the departure time of the train. Send the original proof of the seat release by post to the local branch of our customer service. Refund will be granted or denied according to the fare policy.
  • Already in Europe & ticket Already retrieved
    If you have already retrieved your ticket from a ticket terminal in Europe, you must send the original ticket by post to the local branch of our customer service. Refund will be granted or denied according to the fare policy.
  • Not departed from country of residence
    If you have not yet departed from your country of residence, you must contact the local branch of our customer service before the departure time of the train. Refund will be granted or denied according to the fare policy.
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.


Refund process for a 'Paper ticket'

If you have a ‘Paper ticket’ please read the process below that corresponds to your situation.

  • Not departed from country of residence
    If you haven’t yet departed from your country of residence, your original ticket must be sent well before by post to the issuing point before the departure date of train. Refund will be granted or denied according to the fare policy.
  • Already in Europe
    If you are already in Europe, go to any train station in the country which is related to your ticket in order to release your seat before the departure time of the train. The railway official will stamp your paper ticket with will stipulate that no passenger has travel with the ticket. Send by post your ticket to the local branch of our customer service. Refund will be granted or denied according to the fare policy.
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.


Refund process for a 'Rail Pass'

  • Already in Europe
    If you are already in Europe, go to any train station in the country which is related to your Rail Pass. A railway official will stamp your unused Rail Pass with will stipulate that no passenger has travel with the pass. Send by post your Rail Pass to the local branch of our customer service. Refund will be granted or denied according to the fare policy.
  • Not departed from country of residence
    If you haven’t yet departed from your country of residence, please send your original pass by post to the local branch of our customer service. Refund will be granted or denied according to the fare policy.
  • Partially used Rail Passes
    If you have already validated your Rail Pass and used it partly, no refunds will be possible. Refund will be granted or denied according to the fare policy.
    Other applicable fees
    Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.

Refund process for the 'Print @ home' ticket (Italo & Trenitalia)

If you have chosen or been offered Print @ home ticket, please read the process below that corresponds to your situation.

  • Not departed from country of residence
    Contact the local branch of our customer service before the departure time of the train. No refund will be granted if the refund claim is received after train departure time. Refund will be granted or denied according to the fare policy.
  • Already in Europe
    If you have chosen or have been offered a Print @ home ticket to travel on board NTV trains in Italy, call .Italo on (+39) 06.07.08 for any exchange/refund.
    If you have chosen or have been offered Print @ home ticket to travel on board Trenitalia trains, refund/exchange should be done via Trenitalia ticket office which are located in all major railway stations in Italy.

Other applicable fees
Refunds, when applicable, can be subject to local administration fee.