Rail Europe, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaintID# [redacted], and have determined that my complaint has NOT been9 resolved because: They have to take more care about their customers I would never use this train if this [redacted] didn't tell me and main reason train delay for more than 1 hour. Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for contacting Rail Europe. The triangle pass purchased from Rail Europe covered the transportation from Budapest to Prague and Hungarian Rail should not have charged any additional fees.  I regret the customer was threatened and forced to give them cash. THis is not...

the normal policy on the train.  We are trying to reach the customer to look into this further.

Dear [redacted],Thank you for your feedback. I wish there was a way to get a refund for the nonrefundable tickets. We have requested a refund from SNCF and were denied. in this case there were fully refundable tickets available which is why they denied the refund request. Rail Europe is unable to provide a refund unless it is approved by the rail company and Rail Europe can get your money refunded. I regret that we are unable to provide a refund for nonrefundable tickets.

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. The situation has not yet been fully resolved, but I anticipate it will be shortly.I would like to emphasize for any potential Rail Europe customers who may read this that apart from the upper management of Rail Europe, my experience from trying to book travel through trying to obtain my refund with this company was entirely unsatisfactory. The response I see above indicating I was not able to make my reservations is not entirely true. I would have been able to make my reservations, and avoided a lot of unnecessary difficulty if I had not gone through this company.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and having now received the refund as per their email response on on May [redacted], 2016, 3:04 PM, I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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:

Rejecting this response.  No refund was issued.  Let me be clear, I am requesting a refund from RailEurope.com (the 3rd party company where I purchased the tickets) not SNCF.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We regret to hear that the customer is not satisfied with the refund amount. The refund provided is for the difference in price between first and second class. The difference in price is $33 per person for six travelers, the refund amount is $198. We have not heard back from Hungarian Railways after several attempts we decided to refund the customer the difference and wait for the carrier to refund us. If a response is received and the carrier authorizes a higher amount, Rail Europe would process the additional refund to the customer. The cost paid locally may include a reservation surcharge which is compulsory on high speed trains.

Review: I purchased on Rail Europe Inc website, train tickets for Central Europe. These tickets were going to allow us to take a train between the cities of Vienna, Budapest, Prague.

On Wednesday December **, my husband and I took the 9:25 am train in [redacted] station (Hungary) to prague. We purchased the [redacted] pass online on raileurope.com while before our trip to Europe. On the [redacted] station we purchased the tickets reservation to get seat assignments.

After we boarded the train the staff that checks the tickets came to our cabin and took the tickets for review. He then called the conductor of the train to have them review and they told us that the tickets were not valid because they needed a stamp and that we needed to pay or get out of the train on the following the extension and they were going to call the police. We explained to them that when we purchased the reservations at the [redacted] station, we gave the person on the counter the tickets and everything was fine and accepted. We didn't want to pay anything since we knew the tickets were valid. They requested to see our passports and kept them. They left and told us that if we didn't pay we needed to get out and they will keep the passports.

Approaching the following station, this time they brought an additional train employee. The 3 of them were insisting the tickets were not valid and we needed to pay or get out. They told us it was 40 euros per person per country that we were going to go through: Hungary, Slovakia and Czech Republic. That was a total of 240 euros and they didn't accept credit card. Since we were concerned about having them keep our passports and take us out of the train with no documents, we had no other choice but to pay them 240 euros in cash. They returned our passports and gave us receipts of the payment from hungary. They mentioned that once we get to Slovakia and Czech Republic the corresponding receipts from those countries were going to be given to us but this never happened. They also mentioned that once we get to prague we just needed to go to the rail europe office to file a complaint and get the money back.Desired Settlement: I would like to get a refund of the 318 dollars paid to Rail Europe with my credit card. Also I would like Rail Europe to refund us the 240 euros paid on the train that we took on the [redacted] station.

Business

Response:

Thank you for contacting Rail Europe. The triangle pass purchased from Rail Europe covered the transportation from Budapest to Prague and Hungarian Rail should not have charged any additional fees. I regret the customer was threatened and forced to give them cash. THis is not the normal policy on the train. We are trying to reach the customer to look into this further.

Review: On March [redacted], 2014, myself and three friends purchased three six-day France-Germany rail passes for our upcoming trip to Europe during May/June. We were under the impression these passes would cover all of our rail travel during our stay. However, while trying to plan times, etc. for our trip, we found out that reservations cost money. This nearly doubled the cost of our European rail travel. We decided purchasing point-to-point tickets would be MUCH cheaper and thus decided to return the six-day France-Germany rail passes. We purchased one of our replacement/point-to-point tickets through Rail Europe and the other through the local train website.

The following day I place the original packing slip, three six-day France-Germany rail passes, three Travel Guides and three European Rail maps, into a USPS flat rate shipping envelope with traceable mail. A few days later I received an e-mail from Rail Europe customer relations stating that the rail passes were not in the envelope. The representative stated all that was in there was the original packing slip and ONE travel guide. I immediately called and was met with extremely rude, condescending and accusatory customer service representatives. Not one accepted that my story could possibly be true and I was continuously told this was all my fault and that I would find the tickets somewhere in my desk or car. Also, I was told that this is why they suggest mailing with traceable mail, which I stated that I did. But my tracking number did not seem to prove anything to them. I continued to call and e-mail, while met with some of the rudest customer service I have ever received. I requested to speak to a manager and then received an e-mail stating I would not receive an e-mail from a manager, because my story was not true and the tickets were never in the envelope.

I called again and finally was able to speak with [redacted]. At first she was very polite, but I was extremely frustrated when she tried to ask me to look for the tickets further. I was very consistent and explicit in my story that I had placed the tickets in there and they were either lost in the mail or misplaced by a customer service representative at Rail Europe. Finally, she seemed to find credibility in my story and told me she would speak with Eurorail regarding the issue. Yet, she called me again the next day and requested that I look in yet another place for the tickets. After this phone call, I sent her an e-mail requesting that no one from RailEurope ask me to look for the tickets or suggest to me that I did not mail the tickets.

While on my trip to Europe, I received an e-mail from [redacted] stating that Eurorail would not refund the money without the tickets because they do not have any electronic way of tracking them and cannot tell if they have been used or not. I was very upset. I have proof that I bought replacement tickets, which makes no sense if I still have the previous tickets. Also, I cannot believe a company in 2014 does not have an electronic way to void and track their tickets! THEN, [redacted] suggested that I look more for the tickets. This greatly upset me because I had asked several times to not be asked that again. I felt belittled and condescended.

Their customer service was awful and their product is awful. The rail passes don't even cover that much because you must buy expensive reservations, which often cost more than a point-to-point ticket. I will NEVER use them again and would not recommend that anyone else does.Desired Settlement: I would like a 100% refund onto the credit card I made the purchase with and an e-mail apology from [redacted] for how her customer service department spoke to me and treated me.

Business

Response:

While we wish we could refund the rail passes for this customer, we did not receive any rail passes when we received a USPS envelope from this customer. The package was received on May **, and opened to find no passes were in the envelope. My staff immediately brought this to my attention and I advised to email the customer immediately to advise the passes were not included in the package. The customer called and advised she had sent back the passes in the package. [redacted] advised she had sent everything back just as she had received it. We asked her to double check to see if the passes were left out of the package and she was 1000% sure they were in the package.

She was upset that my staff asked her to look for the passes as she was sure they were included.

[redacted] asked to speak to a manager and I discussed the lost passes with her. She stated she was upset that my staff asked her to double check to see if the passes could be found. [redacted] advised me and my staff she sent back everything we had sent her. I advised we would ask Eurail for an exception to refund the passes without having the passes.

Eurail denied our request stating they would not allow a refund unless the passes could be found. Eurail has no way to know that the passes were not used, unless the pass is sent back to them.

I advised [redacted] Eurail will not allow me to refund the passes unless they are found. I asked where she sent the passes back from and she advised they were sent back by her mail room. While discussing what was included in the package, [redacted] advised she sent back everything she received from us including 3 railpasses, 3 Eurail pass guides,3 Eurail maps and her invoice with the post it note attached.

I asked her about the white envelope that contained the passes, and she said she still had the white envelope but everything else had been sent. Rail Europe received only one Eurail pass guide and the invoice with the post it note attached.

[redacted] advised she sent back everything that was sent to her but we discovered the envelope that the passes came in had not been sent back and the passes were originally in that envelope. I advised [redacted] if the passes were found, we would be able to refund them up to one year from the date of issue. She was upset and said she would file a claim with her credit card company.

Rail Europe must abide by the after sales conditions on the pass. EUrail has already charged Rail Europe for the 3 rail passes and we are unable to refund the customer without the passes.

Consumer

Response:

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:

[Your Answer Here]

I have been consistent in saying that I sent everything in that envelope. I have proof I bought replacement rail tickets through RailEurope and another vendor. This fact further demonstrates I did not use or plan to use the rail passes in question. I am not satisfied with this response from RailEurope. I will not be accepting responsibility for these lost rail passes. Also, I will be happy to send the envelope they originally came in to prove the rail passes are not inside. Since that seems to be creating a lot of doubt for RailEurope.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We would like to be able to refund the rail passes however Eurail will not allow a refund unless the passes are returned and there were no rail passes in the envelope that was received.

Consumer

Response:

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:

[Your Answer Here]

Well it's going to be difficult for me to send them to you again, because I already sent them. Therefore a different solution should be brought forward. I have been extremely consistent in stating this. I am sure there is more that can be done with Eurail regarding this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Original Renaissance Tour Vouchers are: The following Tours were purchased through Rail Europe for a tour in Florence, Italy. The Product ID numbers are: [redacted]A When we attempted to confirm our tour, we were told that the tour was full. We were told we could go on the next tour the following day, however we were not in the area the following day. I attempted to get a refund as the tour was not confirmed or taken. They have absolutely no proof that it was and I challenge them to produce any such confirmation. They insist that the tour was confirmed (by the tour operator), and therefore will not refund our tour purchase. We purchased these tickets through an American company because we wanted assurance of the tour service. We were left without a tour in Italy and now they want us to pay for it. I demand a refund as this tour was not confirmed or taken and the company has no supporting evidence otherwise.Desired Settlement: Each tour ticket was $84 -- we had three tour tickets. Total $**2

Business

Response:

I did not receive this complaint previously. Please be sure you are emailing [redacted] with all complaints for Rail Europe.

Rail Europe emailed the tour company, [redacted] at [redacted] to verify if reservations were made 72 hours in advance as instructed when the tour was purchased. The tour company responded to us that reservations were confirmed so the vouchers are non refundable.

Since the customer insists that no reservation was made, I have contacted the tour company for proof of reservations since all are done by email, they should retain a copy of the reservation. I will allow them 3 days to respond and will reply back to you about this complaint.

Consumer

Response:

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:

The company did not provide any email confirmation proof as stated in their letter. This was supposed to be presented by today.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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 dispute the existance of this email. I authorize the company to provide a copy of the email chain. As the only other party to the email, I do not believe that the email can not be provided. I demand to see the email and will continue to pursue this matter until it has been provided.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has sent the Revdex.com an updated reply. Please read below:

[redacted] was refunded January **, 2014 after we received authorization from Italy Tours.

Review: I booked a ticket for $483 and cancelled the ticket within minutes after booking the ticket. Less than 20 minutes. They said that they will only refund $449.19 and said that it is policy to charge 7%. However, this policy was not made obvious until I got my receipt. The checkout page explains that full policy details can be found on the receipt. Because these details were not made known to me before purchasing the ticket, it should be illegal to not give me all of my money back. And because it took less than 20 minutes to electronically order and cancel the ticket, it should not have caused any real problem to necessitate a 7% charge. I still have not received my full refund.Desired Settlement: I want all of my money back.

Business

Response:

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 cancellation. We regret that [redacted] did not read the after sales before selecting the ticket.

Review: I went on a trip to Spain (Madrid) and was suppose to be in Barcelona for my sisters Bridal Shower. I noticed I never received my email with the PDF file for the tickets on Saturday 05-**-2014 in which case began everyway to contact this company (Email and by phone) to no avail. Because of the time different we were never able to get someone by phone but multiple emails were sent to the company with no response until after the train had departed. We were suppose to depart madrid on Monday 05-**-2014 at 6:10am this was for three tickets. We even went to the rail company to see if there was anything they can do since we never got a response before the departure of the train and they were unable to help us. Later that day on 06-**-2014 I received an email stating that there was nothing the company can do so I had called the company myself also unable to get ahold of someone as well as my sister also trying to get someone to provide answers to this inconvenience we experienced by missing her Bridal Shower because they are unable to provide a response in a timely matter for situations such as this one! I want my money back and feel that this was an issue with the Customer Service part of this company. They need to be able to provide better customer service and response to emails in a timely matter because now their answer to me was that I did not contact them before departure which in fact I did and I have a copy of the sent emails as well as the phone records made to this unreliable company!Desired Settlement: I would like a full refund for all three tickets purchased under my reference number [redacted] in the amount of $984.00.

Business

Response:

Customer booked tickets online on Saturday May ** for a train departing Monday May ** at 6am. The email ticket confirmation was sent however the customer typed in the wrong email address. We received a call Monday morning after opening at 8am advising they never received the ticket by email. We were unable to cancel the trains per the after sales conditions on the ticket. In order to process any refund, the ticket needed to be cancelled one day prior on Sunday. [redacted] spoke to me Monday advising they did not call Rail Europe on Saturday or Sunday due to the time difference and the cost of calling.

We wish the email address had been correct as the customer would have received the ticket to travel and would not have missed the event in Spain. If they would have called us Saturday or Sunday, we could have resent the ticket to the correct email address.

Rail EUrope does not own nor operate the trains in Europe. We must abide by the after sales conditions set by the railways on their tickets.

Review: When my husband and I were planning our first trip to Europe, we wanted to travel by train to get from country to country. Rail Europe had the most user-friendly website, and without independent knowledge of how to coordinate trains between countries, we assumed Rail Europe would be a good place to use.

We were absolutely wrong. After our purchase, everything seemed ok--we were able to print tickets for England and France at home, and it simply said that when we arrived in Italy we would need to enter our confirmation code to print tickets at the stations. It seemed simple enough. However, when we arrived in Italy, we discovered that all trains were Trenitalia, and that the confirmation codes issued through Rail Europe were invalid. When we first had the problem, we waited in a long line and nearly missed our train to talk to Trenitalia staff. Multiple staff members became involved in our case, and none could figure out the problem or how to use our confirmation codes from Rail Europe. Despite their best intentions and trying to be helpful, the best they could offer was to sell us a new ticket and ask for a refund from Rail Europe.

We boarded our first train with the instructions from Trenitalia staff to explain the situation and buy a ticket from the conductor when he came by. He never came, so we did not have an issue on this ride. However, in the meantime, we emailed Rail Europe for advice. It was a kind email. When they responded (which was not immediate, so we had to deal with this issue again before we heard from them), they evidently did not read our initial email. We clarified that we did not need a refund, but that the Trenitialia staff didn't know what to do with us except tell us to contact Rail Europe and perhaps get a refund and re-purchase tickets in Italy. Rail Europe denied us a refund we did not ask for. They also blamed us for nearly missing our train, stating that because we booked the first and second legs ourselves, the 25 minute layover was insufficient so it was our fault. They completely ignored the fact that we could not GET our tickets. They also booked us various trips with multiple legs with much less than 25 min layovers.

I was infuriated to receive their response, which not only did not address our concern or offer any solutions, but in fact blamed us for the problem. I responded stating that their response was completely unacceptable and stated that they needed to respond to me urgently, as all the remaining tickets we had were booked in Italy through Rail Europe. They never responded again. My husband and I wasted valuable travel time getting to every Trenitalia station early to see if anyone there might be able to help us. No one could figure it out. As a result, we rode trains with only receipt/confirmations, but not actual tickets, worrying the whole time that we would be fined for something we could not control. The stress and time this took was ridiculous.

Finally, the very last station had a man who figured out how to issue our tickets. Unfortunately, his English was not great so we do not know what he did to make the confirmation codes work. We had to handle the entire thing on our own. I NEVER heard back from Rail Europe, despite various emails including stating that I was completely disappointed and would ensure that review sites heard about their unprofessional, unacceptable practices.

So, buyer beware. Book through Trenitalia directly if traveling in Europe. Someone should penalize Rail Europe for taking money from consumers and not providing the service/ticket that they say they are. I hope someone may read this and it may save you the stress, anxiety, and time that we had to spend trying to resolve it.Desired Settlement: An investigation--there are so many complaints about this company doing things like this and taking advantage of consumers. They are then unwilling to resolve issues. I am certain it is not legal to misrepresent what you sell (ie: I'm selling this train ticket to Italy, when in fact, the consumer cannot actually get access to said ticket despite paying for it).

Business

Response:

I regret the customer was unable to print the tickets at the kiosk but we are glad the customer was able to travel using the confirmation email. We have contacted Trenitalia to find out why they were unable to print the tickets using the PNR confirmation codes. These codes are valid in Trenitalia's computer system so Trenitalia should have been able to print tickets for customers. We apologize for the stress you endured when Trenitalia advised they could not print the tickets at the station.We are unable to provide a refund for the tickets as the tickets were used. Rail Europe is unable to refund tickets outside of the after sales policy on the ticket.We will contact you once we have more information from the carrier.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Their resolution is not satisfactory--they did not offer anything to me in spite of the difficulties they caused me. However, I don't wish to continue pursuing this. They clearly are not willing to accept fault or responsibility, and I don't have the energy to continue to pursue it.

Sincerely,

Review: My family traveled first time to Spain purchased online tickets from Madrid to Valencia and from Valencia to Barcelona. First trip was Ok but during the second we had a problem. Our train [redacted] departure from platform #7 at 11:18 . We were on platform at 10:55. Platform was empty and we were waiting for our train. On opposite side another train was almost ready to leave and conductor of this train ask us which train we are waiting I show him tickets and he said we have to go by this train and I believed him because it was 10 o'clock and our platform was empty. When we boarded I realized that something wrong because our seats were taking and train number was different even it was going also to Barcelona . We try to leave a train but [redacted] said it is impossible because train is almost leaving and it is dangerous and unsafe. I ask them why did you tell us take this train? Was no answer he didn't speak good English but his assistant explained that we can go by this train and then transfer to our train in 1.5 hour. Finally they found separate seats for us and luggage. was in different train. We transfer from this train #1112 to our train 5490 but arrive to Barcelona very tired because of this stress specially when you travel with child and also train delay for 1.5 hour we checked in to hotel late also. This is my experience. And I contact Rail Europe and ask them refund or future credit for this inconvinience but they are don't care about their client after sell a ticket.Desired Settlement: I would like to get refund for my ticket from Valencia to Barcelona amount $162 Booking number [redacted]

Business

Response:

We regret the customer did not have a good experience with [redacted] while traveling in Spain. Rail Europe contacted [redacted] when we received this request for refund, but [redacted] 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. [redacted] responsed, According to the data we have, the [redacted] of June the Alvia 5490 destination Barcelona train with official start to the 11.18 time h., was announced by loudspeakers and on information panels on the road No. 7. The Euromed 1112 destination Barcelona with official departure time 1105 h. was parked and announced on the road No. 8.//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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaintID# [redacted], and have determined that my complaint has NOT been9 resolved because: They have to take more care about their customers I would never use this train if this [redacted] didn't tell me and main reason train delay for more than 1 hour. Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We regret that we are unable to provide any refund.

Review: I purchased a train ticket from Rail Europe for travel in France, and the conditions on the ticket stated that it was "50% refundable up to train departure."

I attempted to cancel the ticket through the company's online system and in person at the train station before the departure. However, the online system refused my request. Once I realized the system would not allow me to process the refund as stated in the booking conditions, I sent an email to the company requesting a refund - again, before the train departed.

Since that time, I have received numerous evasive emails from the company's customer service department, which has refused to grant a refund for this trip. I should clarify that they have offered a minimal refund for the return trip on the same itinerary. However, despite my repeated requests for clarification on the outbound trip, they will not explain why they will not fulfill the terms of the booking that they set, nor have they provided an itemized account of my transaction - despite my clearly stated and repeated requests. Instead, I have received unprofessional attempts to circumvent and ignore my request for a) clarification and b) a refund within the terms set by the company.Desired Settlement: A 50% refund of my ticket from La Rochelle-Paris on July [redacted], minus administrative fees.

Business

Response:

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.

Consumer

Response:

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.

Sincerely,

Review: I received four charges on my credit card that were not authorized and it shows the merchant who charged them to be [redacted].

These are not valid charges and I need them to be refunded. These are 4 charges - each for $290.90.Desired Settlement: I want those charged cancelled or refunded back to my credit card.

Business

Response:

We are unable to verify any charges for this customer in our systems. I will have someone contact this customer to verify card details which we cannot do via email due to security reasons. We will contact the customer today.

Review: I am writing to you today on behalf of my 19 year old son. He is a student from Canada and is preparing for his first trip to Europe this summer. On Tuesday May **, he booked train tickets on the RailEurope.com website from himself and his friend to travel from Amsterdam to Paris. He intended to book for July ** but as soon as it was confirmed, he realized he had entered the wrong date of July **. They are attending an event on July ** in Paris so they cannot travel on the [redacted].

I advised him to immediately call RailEurope in White Plains to get the date corrected which he did. He spoke to a customer service agent named [redacted] who advised him the ticket was non-fundable and there was nothing he could do - even though the ticket was booked 5 minutes before for travel in two months time. He was referred to another customer service number. (###-###-####)

My son again called the second RailEurope number and was told the same thing - there was nothing they could do and he would have to buy new tickets and lose his $214. They advised the train was [redacted] and to contact them.

He sent [redacted] an email the same evening and again received the same response - the ticket is non refundable and there is nothing they can do. They suggested he contact SNCF - the local distributor.

I am writing to you on his behalf because he is very upset and he is just getting the run-around. He saved up money for a very long time to go on this trip and it was his first time booking rail tickets. He did find the RailEurope website confusing and he made a mistake entering the date and no one will help him correct it. I am asking for some compassion in dealing with this matter and to not be told there is nothing that can be done - it is a simple matter of correcting the date.

The date of travel is not for several months and the train company will easily be able to resell the space so I do not understand why his date of travel cannot be changed or that he be provided a credit so he could re-book for the correct date.

Your assistance in this matter is greatly appreciated.

Thank you, [redacted] Travelers:

[redacted] - [redacted] #[redacted] - [redacted] #[redacted] Booking Number RailEurope: [redacted] Seeking to change date of travel to July **, 2014 - same time/same destinationDesired Settlement: Change of date on purchased train tickets to July **.

Business

Response:

We regret the customer is not able to get the date corrected on their ticket. The after sales policy on the tickets is set forth by the European railways, in this case [redacted]. Once the ticket is issued Rail Europe must abide by the after sales conditions on the tickets. However, after the customer called our Customer Relations department, we contacted [redacted] to request an exception to refund the tickets as the customer tried themselves. We asked for consideration since we sell their tickets on our website. They denied our request for a refund stating since they offer a wide variety of fare levels from non refundable/non exchangeable to fully refundable/exchangeable, they do not make exceptions on non refundable/non exchangeable fares. We regret that we were not able to help this customer change the date on their ticket but we did everything we could to assist them.

Consumer

Response:

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:

Their response was inadequate and did not address the issue correctly, however after further consultation with other individuals higher in the organization, the matter has been resolved and I will close this complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has sent a new response:

"I replied to complaint #[redacted] yesterday, and today I received authorization from the European Rail company, [redacted] authorizing a refund for his tickets with the incorrect date. I called the customer, [redacted] to advise the refund is being processed and he purchased new tickets for the correct date. Can you update the complaint with this information, or send me an email so I can update it?"

Consumer

Response:

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.

Sincerely,

Review: Around June 2014, I initiated a purchase of two round trip tickets with service to and from Madrid-Valencia Valencia-Madrid for July [redacted] through July [redacted] online via raileurope.com. unfortunately, the system booked me for July [redacted] as the return date, which is the day that my mother and I depart from Spain to the United States. This is the very first time that his matter has occurred throughout the past times I've purchased tickets round-trip via raileurope.com. No errors were made.

As being a loyal customer for the past 3 to 4 years purchasing train tickets round-trip from Madrid-Valencia, I am kindly asking for an exception to be refunded the amount of the original purchase for the train tickets which was $218 per pax, total $436.00 to be accredited to original form of payment ending in [redacted] or a gift card or voucher for the amount of $436.00.

If a desired settlement is not entitled, I will not be using Raileurope services again in the future due to poor customer service.Desired Settlement: As a gesture of goodwill, I am kindly asking for $436.00 raileurope voucher or a raileurope gift card for the same amount specified above.

Business

Response:

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 trains. We must abide by the fare conditions on the ticket. [redacted] booked tickets on June **. On July **, she contacted us to change the return date. The 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.

[redacted] is a loyal, valued customer and we appreciate her business. We are unable to make an exception in this case.

Review: I used rail europe for train travel on my trip to Italy. all the tickets were accepted on train travel to 4 other cities were good. the last ticket issued by rail europewas not accepted. it was printed on the SNCK train system. it was from Pisa centrale to Rome termint. the price was $296 dollars. it was for 4 adults. The train conductor told me the ticket was not good. he said it was not one of his train tickets, he and an other conductor said it was conifit. I had to but an other ticket from an other [redacted] train system. I tried to get the contifit ticket stamped "No use" as required by rail europe refund policy, no one understood that request. I wrote rail europe June ** 2014, they told me it would take 2 months to investigate, I asked at that time for a refund of $296 dollars for I had fallowed all the refund rules. I was also told by rail europe the tickets were now printed in France so that might be why it appeared contifit to the conductors. I also told rail europe I was going to contact my credit card service but was told that would not help untill they contacted Italy train, I fell for that for now its past 60 days, I wrote Customer service 2 weeks ago as 2nd request but no anwser.I was at the mercy of buying what I thought was a relible ticket service, it shows a refund procedure and thought it was honest. to print and mail me a ticket that was contifit is dishinest, if the ticket was valid but not accepted by SNCF rail then I should get a refund. hard to understand folks in italy why we could not board , was on time , an hour before train was to be boared. request full refund, not my fault ticket that was so diffrent for others issued and use from rail europe was not valid.Desired Settlement: DesiredSettlementID: Refund

want a full refund of $296.00 from Rail Europe based on the in valid ticket that was in not accepted by two train coductors and also by an SNCF train assistant we talked to. had to buy an other 4 tickets form an other train system

Business

Response:

[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]. [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].

Consumer

Response:

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 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 France. rail 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, 3 different agents told me the tickets received FROM rail Europe were not correct. I 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 fault. I spent $1000s of dollars with rail Europe, the others tickets on 4 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.

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Business

Response:

I have reveiewed the claim and all tickets purchased by the customer. We have emailed [redacted] and verified the ticket was valid for train [redacted] on June * from Pisa Centrale to Rome Termini at 1106-1403 with confirmation [redacted]. The customer purchased another ticket leaving Pisa at 1506 and arriving 1803. THere were several trains departing Pisa between the original ticket confirmed and the new ticket purchased. The 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. [redacted] denied our request for refund when we sent the customer letter and all supporting documentation explaining what happened. [redacted] advised the ticket was valid and the customer did not cancel the original ticket. He bought new tickets for train leaving from Pisa much later and looks like voluntary change to ticket as Train [redacted] left from Track 2 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 [redacted] will not allow a refund, Rail Europe must abide by the after sales conditions on the ticket.

Consumer

Response:

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:

once more, I attempted to have my tickets stamped as not used even before the train pulled out, the 2 conductors would not let my party of 4 board the train saying the tickets were no good. I was at the rain platform 1/2 before it pulled out. remember 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 policy. I spend thousands of dollars o the rail tickets 5 were good. this were not so you be the judge of why I can not get a refund. I had to get a later train at my expense. its 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 me. please post this so others will not have the same problem with rail Europe.

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Review: I booked European train travel via Rail Europe. Our train was canceled due to a strike in France. Rail Europe instructed us to send our tickets to them for a refund upon our arrival home in USA, which I did. They received on September **. They indicated to allow 4-6 weeks for refund. So far still no refund. I have continuously asked them repeatedly to inquire with [redacted] (the rail company) and/or otherwise escalate our request, but they refuse and we are still out nearly $500. I understand they are not the train company, but as their agent and our source of purchase, I expect them to be our advocate to assist in gaining our refund. They have not only refused, but continue to provide zero help or support. I have attempted to lodge complaints within France's government, but it is all in French and my attempts to translate were less than satisfactory. I am hoping your contacting them will provide them with some incentive to at least inquire about our money and at least act like they care even a little about their customer.Desired Settlement: Refund from [redacted] for $493.

Preferred outcome would be to also refund the train cost (or a voucher good for future use) that I didn't use from Bordeaux to Paris since I had to rent a car to travel within France when the train to Italy was canceled, but they denied that claim saying nothing they could do about that. That would make me happy, assisting me in getting my refund from [redacted] would just make me not really very angry at them any more.

Business

Response:

We have sent six emails to rail carrier [redacted] to request refund for client due to strike and have had many email communication with the client. Rail Europe will refund customer for the ticket due to strike and continue to work with [redacted] to receive our refund. We hope this gesture of goodwill will show the client we had not forgotten about him but must follow the policies of the rail carriers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and provided they keep their commitment to refund my money within the next "10 business days or two billing cycles", whatever that means, find that this resolution is satisfactory to me.

Sincerely,