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Rail Europe, Inc.

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Rail Europe, Inc. Reviews (52)

The after sales policy for all tickets are displayed at the time the customer selects the fare online. The processing fee is charged on all refunds regardless of the time for cancellationWe regret that *** *** did not read the after sales before selecting the ticket

Although we wish we could have made a change to the return date on her rail ticket when she contacted us, the fare conditions on the ticket would not allow us to exchange or refund the ticket. Rail Europe does not own or operate the trainsWe must abide by the fare conditions on the
ticket** *** booked tickets on June **On July **, she contacted us to change the return dateThe fare chosen was non exchangeble and non refundable once the outbound train was used. She agreed to the terms and conditions at the time of purchase
** *** is a loyal, valued customer and we appreciate her businessWe are unable to make an exception in this case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I attempted to board the correct train. I was refused boarding and told the tickets appeared to be counterfeit, they were printed by rail Europe, told printed in Francerail Europe sent the tickets to me. I also followed all refund steps, attempted to get tickets stamped not used the moment I was refused boarding I would use caution dealing with rail Europe .there is no refund even if you do follow the written steps they print and send to you, all the outer tickets were valid on our trip, they were printed different the ones refused, different agents told me the tickets received FROM rail Europe were not correctI strongly believe rail Europe is responsible for the error, I will never trust or use rail Europe again due to that no refund policy, I was not my faultI spent $1000s of dollars with rail Europe, the others tickets on other trains worked so I did know how to use train tickets but impossible if send counterfeit or incorrectly printed ticket BY RAIL EUROPE. recommend using an other agency if they do not honor a simple refund they now claim is out of their control.
[IYour Answer Here]I
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Sincerely,
*** * ***

We regret the customer did not have a good experience with *** while traveling in Spain. Rail Europe contacted *** when we received this request for refund, but *** denied the refund request. Once a train ticket is used, they do not provide a refund but we hoped
there would be a record of what happened and they might approve some compensation for the customer. *** responsed, According to the data we have, the *** of June the Alvia destination Barcelona train with official start to the time h., was announced by loudspeakers and on information panels on the road NoThe Euromed destination Barcelona with official departure time hwas parked and announced on the road No8.//We don't have evidence that lost the rest of passengers these trains by poor reporting, so we feel do not meet your request for reimbursement
Rail Europe neither owns or operates the trains in Spain. When customers have problems, Rail EUrope contacts the European carrier however, if they deny our request, we are unable to provide any refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
once more, I attempted to have my tickets stamped as not used even before the train pulled out, the conductors would not let my party of board the train saying the tickets were no goodI was at the rain platform 1/before it pulled outremember this is Italy and communications are not the best they did not understand about stamping the tickets as not used, its sure is not my fault the tickets appeared t be different from others used, I do want you to post this problem on no refund from rail Europe even if you try to follow the written steps, I would caution folks not to use rail Europe for they will not honor there own refund policyI spend thousands of dollars o the rail tickets were goodthis were not so you be the judge of why I can not get a refundI had to get a later train at my expenseits only a small amount of money for a refund but only if a company is honest and sees the possibility in the truth of the problem, they are saying its not their fault however they are the company that furnished the tickets to meplease post this so others will not have the same problem with rail Europe
[Your Answer Here]o
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Sincerely,
*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: RailEurope has not investigated and informed us of why the provided Renfe Ticket information they provided was rendered "null" when we tired to cancel the ticket on the Renfe website hours prior to departure time I have provided their original receipt (Rail Europe Booking) as well as the attached pdf of the Renfe info (***) for review I have also attached a docx of the RailEurope Email Correspondence highlighting the time that I attempted to cancel the Renfe ticket (Thur, Jul **, 11:11pm PDT) It is not ***'s nor the airline's responsibility that the Renfe Ticket could not be canceled *** contracted with Rail Europe to broker a viable and useable ticket, and even if the rail company or their website were to be found at fault, it is the responsibility of the broker to make good on their contract Because they did not provide a viable service, we request they refund the entire amount of $
Sincerely,
*** ***

I have reveiewed the claim and all tickets purchased by the customerWe have emailed *** and verified the ticket was valid for train *** on June * from Pisa Centrale to Rome Termini at 1106-with confirmation *** ***. The customer purchased another ticket leaving Pisa at and arriving THere were several trains departing Pisa between the original ticket confirmed and the new ticket purchasedThe original train ticket was not endorsed/stamped cancelled at the station as outlined in our ticket jacket and on our website in order to receive a refund when the customer returns home. *** denied our request for refund when we sent the customer letter and all supporting documentation explaining what happened*** advised the ticket was valid and the customer did not cancel the original ticketHe bought new tickets for train leaving from Pisa much later and looks like voluntary change to ticket as Train *** left from Track and was properly posted and announced.Rail Europe is unable to provide a refund outside the after sales policy on the ticket unless the ticket is endorsed/stamped by the carrier showing the space is cancelled. If *** will not allow a refund, Rail Europe must abide by the after sales conditions on the ticket

We regret that we are unable to provide any refund.

The customer purchased an open ticket from Budapest Keleti station to Cluj Napoca. The rail carrier in Hungary did not make reservations available for us to sell in North America so no schedule changes were advised to Rail Europe. Customer was advised to they can purchase...

the open ticket and buy reservations locally since they are not available for sale in North America. Customer was advised locally that train selected did not offer first class seats. Rail Europe would have no way to know this. The open ticket was valid for any train between October [redacted], 2014 and Rail Europe would have not known first class was not offered on the train customer took locally.Once the customer advised us of the problem with no first class seats, we emailed Hungarian Railways who authorized a refund for the difference in price between first class and second class tickets. The customer has been refunded $198 for the difference. We are sorry there were no first class seats on the train locally, but we have provided a refund once we were authorized to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Hopefully, they'll follow through on their promise to increase the refund if they receive more than that once the Hungarian Rail issues a larger refund than they estimated.   
Sincerely,
[redacted]

We are sorry to hear [redacted] was unable to print her tickets at the train station. We reviewed her claim with the rail carrier, Trenitalia and requested approval to refund the tickets due to the problem she had at the station. We are happy to advise a...

refund was approved this week and has been processed for the full amount of the tickets. We have just contacted the customer to advise the refund details.

We are sorry to hear that [redacted] was unable to retrieve his eticket at Paris Montparnasse station. He has the correct PNR code to retrieve the ticket and should have not had a problem. I wish the customer would have contacted [redacted] to advise there was a problem with the ticket. We will...

offer a full refund to the customer and contact SNCF to find out why they could not assist him to print the ticket with the valid confirmation code. We have 60 days to contact the European rail carriers when there is a problem, so it is important that customers let us know as soon as possible if there is a problem. A refund in the amount of 137.95 has been issued to the original form of payment. We will also contact our customer to advise of the refund.

We regret that there was a flight delay and [redacted] was unable to use her train ticket on Renfe.  We received an email at 1:12a on July ** to exchange or cancel the ticket from Madrid to Malaga for July ** departing at 13:35.  At this time the ticket was non refundable. The fare conditions are displayed at the time of purchase and on the confirmation email state the fare is 95% refundable up to the train departure date. When cancelling on the day of departure the ticket is non refundable. The customer must cancel the day before the train departure in order to receive a refund. THese conditions are not set by Rail Europe, but by Renfe. Renfe offers many different fare ranges from fully refundable to non refundable fares. Regrettablty, Renfe does not make exceptions for cancellations on the day of departure. They are unable to resell the ticket for train at the last minute. 
The customer purchased the Rail Protection Plan which allows a one time exchange if done at least 3 business days in advance. It does not cover last minute emergencies or flight delays. These terms and conditions were provided to the customer at the time of sale. I have provided a link to the terms and conditions for your review, [redacted]
We certainly empathize with [redacted] as we know how stressful it is when things do not go as planned. We understand it can be costly, which is why we suggest [redacted] uses our email to file a claim with the airline who caused her to miss her train in Spain.

Thank you for contacting Rail Europe. We are sorry there was some confusion regarding the refund for tickets purchased from LaRochelle to Paris roundtrip. It seems the after sales conditions that we were showing were different than the after sales printed on the customer's...

invoice. Once we understood the problem, Rail Europe processed the refund as printed on the customer's invoice. We apologize for any confusion or frustration to our customer.

We understand when flights are delayed it is a stressful time for most travelers. The customer booked a ticket online and agreed to the terms and conditions for the fare purchased and the Rail Protection Plan before submitting their order. The fare conditions are set by...

the European carrier and not Rail Europe. We neither own nor operate the trains and must abide by the conditions of the carrier. The ticket purchased was 95% refundable up to the train departure date and non exchangeable. We received a request to cancel or exchange the rail ticket for the first time at 1:12am on July **. At this time we were unable to refund the ticket. The customer would have had to cancel the ticket on July ** or sooner in order to receive a refund. We understand the request was made due to a flight delay and we suggest the customer file a claim with the airline since it was their delay which caused the customer to miss the train in Spain which she was confirmed on.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I requested from them substantiation of the amount of refund, since it was less than half of the anticipated amount.  I have asked them to provide some documentation from the European rail company they dealt with to justify the small refund.  So far they have ignored my email sent to their customer support in response to their offer of a refund.I'll consider this closed when/if you can convince them to justify their small refund by providing me with documentation, or to correct the amount, also with appropriate documentation.Thanks, and regards,--[redacted]
 
 
 
 
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Sincerely,
James Vaigl

[redacted] contacted us to advise he could not use his ticket for the train from Pisa to Rome and had to buy new tickets.  We contacted [redacted] for a refund as Rail Europe has already paid [redacted] for this ticket. We are unable to refund the ticket outside of the after sales...

policy unless approved by [redacted] denied our request.  They advised that Train [redacted] on June [redacted] operated from Track 2 and this information was  posted throughout the station. Other passengers could find the correct train and we do not understand why the customer did not get on the train as they had a valid ticket.  We verified the PNR confirmation on ticket was valid. We do not understand why the customer would be given this information. 
The  customer took several trains with our tickets and had no problems. If the customer would have boarded the correct train with [redacted] the ticket would have been accepted. We wish the person who gave him incorrect information in the station could be found and held accountable for this mistake but we have no way to do this. Rail Europe niether owns nor operates the trains in Italy and must abide by the after sales conditions on the tickets.  We regret that [redacted] was given wrong information in Italy but regrettably, we cannot honor a refund unless approved by [redacted].

Thank you for contacting Rail Europe. I am sorry the customer was unable to book reservations for the train he needed.  I have been in contact with [redacted] to listen and resolve all of the problems he had since purchasing his rail pass. I am following up with...

him to ensure he receives the full amount of the refund. After contacting me I verified the refund had been processed in 2 separate transactions. The refund of $474.30 was posted to his account as a credit but the additional amount of $83.70 was not processed as it appeared on my system. Our accounting department processed a manual credit for the balance to ensure it went through. I will follow up with [redacted] until he can see the credit on his account. I apologize that this has taken so long to receive.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

What Rail Europe contends is simply false. I actually sent them an e-mail three days before I left for Europe, because I was dissatisfied with the phone response that I could not receive a refund, and only received their e-mail response when I was already in Europe. Rail Europe is fabricating this story that they would have provided a refund if I had contacted them, as well as the fact that I only contacted them when I was in Europe, when they obviously had to respond to my first complaint to even make a response.Here is the first message I sent them:"I'm very upset about how this order was handled. Long story short, your website defaulted to selling me a Swiss Flexi Pass instead of a regular Swiss Pass because of my inputs. I only discovered this issue when I received my ticket and looked online for details about it. I called your [redacted] number and your representative gave an excuse that because of the promotion code attached, he would not be able to refund me the ticket. However, that code is applicable to both the Swiss Pass and Swiss Flexi Pass, so this reasoning is irrelevant. I am asking that you kindly refund me the difference between the Swiss Pass and Swiss Flexi Pass. It is only because I indicated that my travel is for a total of eight days in Switzerland that your website assumed I needed the Flexi Pass for non-consecutive days of rail travel. Please do me this courtesy. I have already spent hundreds of dollars on purchasing tickets from you, even separate rail reservations which are almost twice as expensive as purchasing directly from the railway company." Furthermore, they have on numerous occasions failed to respond to the fact that their bus seat reservation from Lugano to Tirano did not even guarantee me the seat they supposedly booked for me, instead they continue to focus only on the Swiss Pass issue. As I pointed out, they booked me a seat that did not even exist on the bus!  
 
 
 
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Sincerely,
[redacted]

Thank you for contacting Rail Europe. We were sorry to hear the customer was unhappy with the refund he received when canceling his booking. The outbound and return tickets were booked in separate orders so we would not have any way to know the return ticket was not being accepted. If both...

tickets were selected in the same order we could have cancelled all tickets when the return tickets were not accepted. The aftersales conditions on the tickets that were issued are provided to us by the European rail carriers. Rail Europe neither owns or operates the train companies and must abide by the aftersales conditions on the tickets. We were happy to refund our administrative fee charged for refunds and have contacted the customer to advise. Regrettably, the $14 carrier penalty is not something we are able to waive and SNCF will not make exceptions.  We strive for excellent customer service and hope the customer will consider using our services in the future.

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Description: ONLINE TRAVEL AGENCY, RAILROADS-TICKET AGENCIES

Address: 9450 Bryn Mawr Ave Ste 400, Rosemont, Illinois, United States, 60018-5273

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