Exchanges & Refunds

  • Is there a fee for exchanges or refunds?

    Tickets and Passes eligible for a refund or exchange are subject to a 7% Rail Europe Booking Fee per train ticket or pass when the exchange or refund is done through our Contact Center.

    If the exchange or refund is done online, the Rail Europe Booking Fee is 5% of the value of the products being exchanged or refunded.

    Keep in mind that this Booking Fee is charged by Rail Europe in addition to the potential carrier penalties which may be assessed according to the exchange and refund rules of the products purchased. To avoid paying fees and penalties on exchanges, regardless of the exchange rules of the products purchased, consider adding our Rail Protection Plan™ to your order.

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

     

  • Where do I send train tickets/rail passes for refund?

    Please ship any paper-train tickets or rail passes being returned for a refund to:

    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.

  • What should accompany the train ticket or rail pass I'm sending back for a refund?

    When you submit your train ticket or rail pass to our customer relations department for a refund, be sure to include a brief letter along with any other supporting documentation, such as letters from local train operators, replacement tickets (if any), etc.

    Documents should be sent to:

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

    If you are making a claim through our Rail Protection Plan™, please download and fill out the Rail Protection Plan Traveler’s Request Form and send, along with the appropiate documents to the address noted above.

    This plan is administered by REI 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.

    It is strongly suggested that you send all 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.

     

  • Who should I contact with questions about my exchange or refund?

    You can call or email our Customer Relations team at customerrelations@raileurope.com or 1-800-622-8600 in the USA, 1-800-361-RAIL (7245) in Canada and 01-800-112-6680 in Mexico.

    In your email, include the original booking number on the order, your contact information and which items you’re requesting refunds for. If you’re requesting an exchange under the Rail Protection Plan™, note this in your email as well.

    This plan is administered by REI 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 rail passes/train tickets issued prior to the date of termination will be covered.

  • How can I track the status of my refund?

    To check the status of your refund, you can send an email to our Customer Relations department at customerrelations@raileurope.com. Be sure to include your original booking number so that the refund request can be researched.

    Refunds processed online for e-tickets are completed immediately. Emails received for e-ticket refunds will be processed on the next business day.

    Refunds for paper documents cannot be completed entirely online because your original travel documents must be sent back to us. They will be processed within 1-2 business days after the documents are received by Rail Europe. Our Customer Relations department will contact you once your refund is processed.

    Please note that once a refund has been processed, it will take 7-10 business days for it to reflect in your credit card account.