United States(Prices In USD)Rail Protection Plan™ Terms and Conditions
Other Policies
Rail Protection Plan™ (RPP) Terms and Conditions
Rail Europe, Inc. (“REI”) is pleased to offer its Rail Protection Plan (RPP) for all European rail passes and rail tickets issued through our company.
- Exchanges: Whatever your reason you can make one (1) exchange for a new rail pass/ticket with no questions asked. Rail passes and paper tickets must be exchanged prior to the original departure date from North America given at the time of booking. E-tickets can be exchanged up to two (2) business days prior to the originally scheduled train departure date. Travelers are responsible to pay the difference in cost of the value of the exchanged product and the new order. In the case that the new ticket / pass is of a lower cost than the original product, the difference will not be refunded.
- Strikes: If while traveling in Europe, your trip is interrupted or stopped due to a rail strike, you will be reimbursed for the value of the unused rail ticket. This provision only applies to unused rail tickets and does not apply to rail passes.
- Loss or Theft: If while traveling in Europe, your trip is interrupted or stopped due to a rail strike, you will be reimbursed for the value of the unused rail ticket. This provision only applies to unused rail tickets and does not apply to rail passes.
How do I apply for an exchange?
To request an exchange, please contact us at CustomerRelations@raileurope.com or call 800-438-RAIL
- Rail passes/tickets - may be exchanged for the same or new products.
- Paper tickets/passes – exchanges must be received by REI prior to the scheduled departure date from North America. New rail passes/paper tickets/coupons codes are not released until the original documents have been received by Rail Europe. Exchanges on rail passes/paper tickets cannot be performed after the rail pass/ticket holders have departed North America.
- E-tickets (Print at Station/Print at Home) – exchange requests must be received by REI at least two (2) business days prior to the regularly scheduled train departure date. Exchange requests received within two (2) business days of the scheduled train departure date will be not be processed.
- The value of the original product will be applied to the new order. Travelers who have not yet determined their new travel dates (or if tickets are not available yet for purchase) will be issued a coupon code equal to the value of the exchanged product that may be applied to a new order at a later date.
- Coupon Codes issued for an exchanged product are for (1) one time use and must be redeemed on a new order no later than two (2) years from the issue date on the coupon code. No refund will be issued in cases where the full value of the coupon code is not used.
- Standard shipping fees and exchange fees are waived for the new order.
NOTE – Overnight or express shipping fees are not included and would be additional. - No explanation is required for exchange requests on rail passes/tickets.
- Requests for reimbursement due to strikes must be sent to Rail Europe including the RPP Traveler’s Request Form and the rail ticket, which must have been stamped at the European rail station by a railway official indicating the rail ticket was not used due to a rail strike. Rail passes are not covered in cases of rail strikes.
- Request due to strikes for printed e-tickets must follow the procedure mentioned above. If e-ticket has not been printed, requests for cancellations must be emailed to customerrelations@raileurope.com before the train departure time.
- Notice of any request due to strikes or loss/theft from travelers who traveled to Europe must be given within thirty (30) days of their return from Europe.
- Rail pass/ticket holders must file a police report within twenty-four (24) hours of the incident.
- Rail pass/ticket holders must purchase a replacement rail pass or rail ticket(s) in order to continue with his/her travel plans.
- Upon return to North America, rail pass/ticket holders must submit a statement to REI within thirty (30) days including the police report, replacement rail passes or tickets purchased abroad, RPP Traveler’s Request Form, airline tickets from North America to Europe and return and a brief explanation of the situation.
- Coverage does not apply for paper tickets/rail passes lost prior to departing North America.
- Loss or theft coverage does not apply to travelers with Print at Home e-tickets.
More details for submitting a request:
Download and fill out the RPP Traveler’s Request Form. All requests involving paper tickets/passes must be submitted in writing to Rail Europe, Inc. Customer Relations Department, 9450 W. Byrn Mawr Ave., 4th floor, Rosemont, IL, 60018 and must be accompanied by the appropriate documentation listed in the sections above.
It is recommended that paper tickets/passes being returned for a claim under this program be sent by a traceable mail service to ensure delivery. In the event the paper ticket/pass is sent regular mail and is not received, no claim can be processed.
This plan is administered by Rail Europe, Inc. and can be revised or terminated at our sole discretion at anytime with or without notice. In the case that Rail Protection Plan is terminated, only passes/tickets issued prior to the date of termination will be covered.
Description of Rail Protection Plan™:
Exclusions: This program does not apply to any loss caused by:
(a) Delay or detention or confiscation by Customs Officers or Officials or Police or other Security Officers.
(b) Rail pass/ticket not in clients’ actual possession at the time of loss.
(c) Acts of god, war, invasion, act of foreign enemy, hostilities (whether war be declared or not), terrorist acts, civil war, rebellion, revolution, insurrection, military or usurped power.
(d) Any dishonest, fraudulent or criminal act by the rail pass/ticket holder.
(e) Damage due to wear and tear, gradual deterioration, vermin or inherent vice.
(f) No change to this program will be valid unless authorized solely by REI.
(g) No legal action can be brought against REI to recover until sixty (60) days after we receive a RPP Traveler’s Request Form.
(h) No legal action against REI may be brought more than one (1) year after the time for submitting the RPP Traveler’s Request Form as mentioned herein. Further, no legal action may be brought against REI unless all the terms of the RPP have been complied with fully.
(i) Any provision of this program that is in conflict with applicable law is hereby amended to conform to minimum requirements of such law and the rail pass/ticket holder agrees to the jurisdiction of New York County, New York.
(j) Some products may already include some of the benefits under the Rail Protection Plan. Please consult your terms and conditions for selected products prior to purchasing the Rail Protection Plan.
(k) Coupon codes issued for exchanged product may be combined with other promotional coupon codes offers but ONLY over the phone in the REI Contact Center by calling 800-438-RAIL.
Refund Policy
- Rail Protection Plan™ is non-refundable and non-exchangeable.
- If you make any claim knowing it to be false or fraudulent in any respect, no benefit shall exist for such claim and your benefits may be canceled. Each claimant agrees that representations regarding claims will be accurate and complete. Any and all relevant provisions shall be void in case of fraud, intentional concealment, or misrepresentation of material fact.