Receiving an order
How fast can I receive my travel documents?
After your order has been invoiced, tickets are usually delivered within 2-3 business days via UPS standard delivery, or next day if you selected UPS Express overnight delivery.
If you purchase e-tickets, you should receive an email and ticket instructions shortly after your booking is confirmed.
I’m leaving for Europe within 3 days and need to buy train tickets or rail passes. What are my options?
Some European train operators now offer electronic ticketing. If the train you’re interested in offers this, you can buy a train ticket up until its day of travel and retrieve it locally at the station using your unique e-ticket #/PNR, or by printing it at home before you leave. Purchases can be made online through our mobile site or by using our iPhone App.
Currently, e-tickets are only offered on Eurostar, Thalys, RENFE trains in Spain, Elipsos, Talgo Day, Italo train in Italy, French trains (including international TGVs), and British trains. This type of ticketing will be available on other routes in the near future.
All other trains and all rail passes must be issued as a paper document and mailed to you prior to your North American departure. If you’re leaving within three days, you should call our contact center at 1-800-622-8600 in the USA or 1-800-361-RAIL (7245) in Canada for assistance. They’ll advise whether there’s enough time for you to get your train ticket or rail pass prior to your leaving and go over all costs for your order.
How can I track my shipment?
If you ordered paper documents, you can track your shipment online! Please visit our dedicated tracking page. Please be advised that if your order was just placed, tracking may not be available until the following business day.
What if my shipment gets lost?
If your shipment gets lost, call our contact center at 1-800-622-8600 in the USA or 1-800-361-RAIL (7245) in Canada and one of our travel consultants will start a trace with UPS.
If you’re departing soon and your order is lost, our contact center will work with you for the best possible solution to deliver your travel documents before you leave.