Exchanges and refunds on a train ticket

  • Are train tickets exchangeable and refundable?

    It depends. Exchange and refund rules are governed by the kind of fare you purchased. You’ll see that on our website, we’ve categorized train tickets in three flexibility categories.
    • Non Flexible fares, which offer the best value but are generally not exchangeable or refundable
    • Semi Flexible Fares, which may be exchanged or refunded prior to departure but may involve a change fee and penalty
    • Flexible Fares, which can be exchanged prior to departure and are generally fully refundable with no penalty.

    When browsing fares on our website, you can read a brief description of each fare flexibility level, and then see the full exchange and refund conditions for each fare by clicking the “read more” link.

    Once you have purchased a train ticket from us, its exchange and refund rules will be indicated in your Rail Europe email confirmation, as well as printed with your train ticket and or on the ticket jacket in the case of paper tickets.

    Train tickets must be received for exchange or refund within the allowed time frame mentioned in the exchange and refund conditions.

    Refunds, when applicable, can only be applied to unused and unvalidated train tickets.

    If you’ve purchased the Rail Protection Plan to cover your train ticket, you can exchange it for either the same thing or a new product. To start an exchange under the Rail Protection Plan, please contact us at CustomerRelations@raileurope.com or call 1-800-438-RAIL.

    Learn more about refunds & exchanges on tickets & passes booked with Rail Europe in this video.

  • I want to refund my train ticket. How do I proceed?

    If you have a paper ticket that you need to submit for a refund, please send them to us at the address below:

    Rail Europe
    Attn: Customer Relations
    9450 W Bryn Mawr Ave, Suite 400
    Rosemont, IL 60018

    Please note that train tickets must be received at least 2 business days prior to the train departure date.

    It’s strongly suggested that you send these documents by some type of traceable mail for proof of delivery. You can also call Rail Europe for help coordinating a UPS Prepaid Return Shipment.

    Requests to cancel electronic print at home or print at the station ticket(s) can be emailed to CustomerRelations@raileurope.com.

     

  • What are the fees associated with getting a train ticket refunded?

    There are two types of costs associated with getting a train ticket exchanged or refunded.

    The first type of cost is carrier penalties. These are charges determined by the rail carrier depending on the exchange and refund conditions associated with your original train ticket. For example, there may be a 15% penalty assessed for exchanges, which means that only 85% of the value of the original ticket will be carried over for the purchase of a new ticket. Or there may be a fixed penalty charged for exchanges, or no fee at all.

    When browsing fares on our website, you can view the penalties associated with each fare by clicking on the link next to its flexibility description. Once you’ve purchased a train ticket from us, the penalties for exchange and refund will be detailed in your Rail Europe email confirmation, as well as printed with your train ticket in the case of a paper ticket.

    The second type of charge is Rail Europe’s processing fee. This fee is charged in addition to applicable carrier penalties. The processing fee is 5% of the cost of the original train ticket when the exchange is done online, and 7% when the exchange is done over the phone.

  • Where can I see the exchange and refund conditions of my train ticket?

    Once you’ve bought a train ticket from us, the exchange and refund rules on the ticket will be indicated in your Rail Europe email confirmation, as well as printed on your ticket in the case of a paper ticket. You can also view the exchange and refund conditions from our iPhone App or mobile website if you were signed into your Rail Europe account when you purchased the train ticket.

  • I’m still in North America and want to exchange or refund my train ticket. How do I proceed?

    There are different ways you can exchange or refund a train ticket prior to your departure to Europe, but they depend in whether you purchased a paper ticket or e-ticket.

    For refunds:

    If you purchased a paper train ticket, the original ticket must be returned to us for the refund to be finalized. You will have to mail us back your train ticket at the address below:

    Rail Europe
    Attn: Customer Relations
    9450 W Bryn Mawr Ave, Suite 400
    Rosemont, IL 60018

    It’s strongly suggested that you send these documents by some type of traceable mail for proof of delivery. You can also call Rail Europe for help coordinating a UPS Prepaid Return Shipment.

    If you purchased an e-ticket from our website, you can usually complete the refund online indicate the booking number and the email address associated with the booking that has the trip you’d like to refund, find the trip you’d like refunded and click “cancel”. The refund will be processed immediately and no further action on your part will be required. Otherwise, requests to cancel electronic print at home or print at the station ticket(s) can be emailed to CustomerRelations@raileurope.com.

    For exchange:

    Similar to the previous situation, the original paper train ticket must be returned to us for the exchange to be processed. Call us at 1-800-622-8600 in the USA, 1-800-361-RAIL (7245) in Canada and 01-800-112-6680 in Mexico to begin the exchange process.

    If you purchased an e-ticket from our website, you can usually complete the exchange online, indicate the order number and email address associated with the booking that has the trip you’d like to exchange, find the trip you’d like to exchange and click “exchange”.

    When exchanging tickets, you are responsible for paying the difference in fare, as well as any applicable fees for your new train tickets.

     

  • I’m already in Europe and I want to exchange or refund my train ticket. How do I proceed?

    The ability to exchange or refund a train ticket while you’re in Europe depends on whether you have a paper or e-ticket, as well as the specific conditions for the fare.

    If you have an e-ticket that you bought on our website, you can perform the exchange or refund entirely online, according to the conditions of your train ticket. Visit our Tickets and Passes page, indicate the booking number and email address associated with the booking that has the trip you’d like to exchange or refund, and follow the instructions to complete the procedure.

    If you purchased a paper ticket, you must perform the exchange locally at the train station. Go to the ticket window and a railway representative will be able to assist you with the exchange procedure.

    If your ticket is non-exchangeable, a new train ticket must be purchased.

    To obtain a refund for a paper ticket/reservation, then a railway official at the origin station must cancel your seat and they must stamp the back of your ticket/reservation “Not Used” before the original train departure time. Our partners at the European Railroads will not allow us to process a refund unless this step has been taken.

    You must mail us the original unused ticket for the refund to be processed. When you’ve returned from Europe, mail us back your train ticket by sending a letter to our Customer Relations department.

    Rail Europe
    Attn: Customer Relations
    9450 W Bryn Mawr Ave, Suite 400
    Rosemont, IL 60018

    If you didn’t purchase your train ticket online or are unable to initiate the refund online, call us as soon as possible during business hours at +1 847-916-1028 and a customer service representative will help you. In most cases, for a refund to transpire, the associated reservation must be released before the train departure.

     

  • Can I exchange my train ticket after its date of departure?

    Unfortunately, the answer is usually no. If a train ticket can be exchanged, it normally must be done prior to the first date of validity on the ticket or the train’s departure date. However, please consult the “after sales conditions” found on your confirmation email for exact exchange rules pertaining to the train ticket you purchased.