The Rail Protection Plan™
What is the Rail Protection Plan™?
We offer an exclusive Rail Protection Plan™ that gives you the flexibility to change your train ticket, rail pass, reservation and select activities with no questions asked. You'll also be protected in the event of a railroad strike for train tickets, and in the case of loss or theft of paper tickets, rail passes, city passes or tours.
The Rail Protection Plan™ may be added added to your booking on the delivery page after adding the products to your itinerary or any time prior to final payment being applied to your order. (Select city passes and tours are excluded from coverage). The Rail Protection Plan™ fee is non-refundable and non-exchangeable. View the detailed terms and conditions of the Rail Protection Plan™ coverage.
How do I request exchange through the Rail Protection Plan™?
To start an exchange under the Rail Protection Plan™, contact us at CustomerRelations@raileurope.com or call 800-438-RAIL. Rail passes/train tickets/reservations/city passes/tours may be exchanged for the same or new products.
Are all products eligible for Rail Protection Plan™ coverage?
Rail passes, train tickets, reservations, and select city passes and tours are eligible for Rail Protection Plan™ coverage.
All other categories of products including hotels and select activities are not eligible for coverage at this time. Please read the detailed Rail Protection Plan™ policy for more information.
I bought the Rail Protection Plan™. Can I exchange my train ticket, even though the ticket is non-exchangeable?
One of the greatest benefits of the Rail Protection Plan™ is that it provides you with the total flexibility to change your train ticket or rail pass – regardless of its refund/exchange policy- no questions asked. With the Rail Protection Plan™ you’re also protected in the event of a railroad strike, or the loss or theft of paper tickets or rail passes.
Find out more about our Rail Protection Plan™, as well as its terms and conditions or call 800-848-7245 for more information.
In the event of a strike, is my rail pass covered under the Rail Protection Plan™?
In general no – the Rail Protection Plan™ doesn’t provide specific coverage for rail passes, city passes or tours in the event a strike occurs during your travels.
During a strike, there are usually trains that operate along all routes, as well as substitute buses. While you may not be able to take the exact train you were planning on using, there are usually trains or some other method of transportation that can get you to where you need to go.
In case a severe strike occurs that significantly prevents you from using your pass as intended, you may contact our customer relations team. We will review your particular circumstances and may provide compensation, if appropriate.
If my train tickets have been lost or stolen, how do I request reimbursement through the Rail Protection Plan™?
Here’s what you need to do in if your train ticket, rail pass, reservation, city pass or tour was lost or stolen and you plan to request receive a reimbursement through the Rail Protection Plan™.
- You must file a police report within 24 hours of the incident.
- You may purchase a replacement rail pass, train ticket, reservation, city pass or tour in order to continue with your travel plans.
- Upon return to North America, you must submit the traveler request form to Rail Europe within 30 days, along with a copy of the police report, replacement rail pass, train ticket, reservation, city pass or tour purchased abroad and your roundtrip airline tickets from North America to Europe. A brief explanation of the situation is also necessary to better evaluate the traveler request form.
If you purchased the Rail Protection Plan™ when you ordered your train ticket/rail pass/reservation/city pass/tour, you received full documentation on what to do in the event of loss or theft. Please refer to this information for full details.
If there’s been a strike, how do I request reimbursement through the Rail Protection Plan™?
Only train ickets are eligible for reimbursement due to strikes. Please send your ticket back to us to Rail Europe at the address below and include the Traveler’s Request Form and the train ticket.
Attn. Customer Relations
9450 W Bryn Mawr Ave, Suite 400
Rosemont, IL 60018
A European railway official at the station must have stamped the train ticket indicating it was not used due to a rail strike. Requests for refunds of printed e-tickets in relation to a rail strikes must follow the procedure mentioned above. If the e-ticket has not been printed, requests for reimbursement can be e-mailed to firstname.lastname@example.org, prior to the train departure date.
Notice of any refund request in relation to a strike must be given within thirty 30 days of your return from Europe. Rail passes are generally not eligible for a refund in cases of a strike under the Rail Protection Plan™.
I need to cancel my trip to Europe. How do I request reimbursement through the Rail Protection Plan™?
Although the Rail Protection Plan™ doesn’t allow you to get reimbursed in case your trip is cancelled, you may be eligible to receive an in-store credit, good for two years towards your next purchase, for the full value of the products covered. You can choose to receive this credit toward a future purchase or to request a refund of your products, in case you don’t plan on traveling within the next two years.
If you choose to forego the purchase credit and opt for a refund, the regular exchange and refund rules of your products will apply, and you will be subject to the regular carriers penalties, if applicable, in addition to the Rail Europe booking fee.
To receive an in-store credit or request a refund minus any fees or penalties contact our Customer Relations team at CustomerRelations@raileurope.com or 800-438-RAIL.