Rail Europe

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: At this time the ticket was non refundableThe 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 dateWhen cancelling on the day of departure the ticket is non refundableThe customer must cancel the day before the train departure in order to receive a refundTHese conditions are not set by Rail Europe, but by RenfeRenfe offers many different fare ranges from fully refundable to non refundable faresRegrettablty, Renfe does not make exceptions for cancellations on the day of departureThey 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 business days in advanceIt does not cover last minute emergencies or flight delaysThese terms and conditions were provided to the customer at the time of saleI 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 plannedWe 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

[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 ticketWe 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 and this information was posted throughout the stationOther 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 validWe do not understand why the customer would be given this information The customer took several trains with our tickets and had no problemsIf the customer would have boarded the correct train with [redacted] the ticket would have been acceptedWe 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 thisRail 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]

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

We understand when flights are delayed it is a stressful time for most travelersThe customer booked a ticket online and agreed to the terms and conditions for the fare purchased and the Rail Protection Plan before submitting their orderThe fare conditions are set by the European carrier and not Rail EuropeWe neither own nor operate the trains and must abide by the conditions of the carrierThe ticket purchased was 95% refundable up to the train departure date and non exchangeableWe 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 ticketThe customer would have had to cancel the ticket on July ** or sooner in order to receive a refundWe 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 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] ***