Rail Protection Plan™

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Rail Protection Plan Overview

With Rail Europe’s Rail Protection Plan (RPP), enjoy the flexibility to change or cancel your train ticket, rail pass, and reservations prior to travel with no questions asked.

You’ll also be protected while travelling in the event of a missed train connection, railroad strikes and in the case of loss or theft of paper tickets and rail passes.

How does the Rail Protection Plan protect me ?

One free exchange prior to travel, no questions asked. Have the freedom to make an exchange for the same product or a different product, regardless of the product penalties and policies ; great for when you buy a non-exchangeable fare. Simply exchange your pass or ticket no later than 3 business days before the scheduled departure.*

Cancel your booking prior to travel, no questions asked. Cancel your pass or ticket, no questions asked. Get a refund for your full product amount, great for when you buy a non-refundable fare. Simply cancel no later than 3 business days prior to your scheduled departure.*

Reimbursement for missed train connections while travelling. Get reimbursed for the value of an interrupted train ticket or rail pass travel day caused by a delay on a connecting flight or train.*

Reimbursement for rail strikes or in the case of loss or theft while travelling. Get reimbursed the value of an unused train ticket or rail pass travel day interrupted or stopped due to a rail strike, loss or theft while traveling in Europe.*

NOTE - The following terms and conditions are valid from March 7, 2019.

*Conditions apply, please read the full terms and conditions below.

Exchanges under the Rail Protection Plan.

Rail passes, train tickets, reservations, city passes and tours may be exchanged up to 3 business days before the traveler’s scheduled departure for the same or different product(s)*, no questions asked. Exchanges vary based on ticket type (Paper or E-ticket), please see conditions below.

*Not including Gift Cards.

The value of the original product will be applied to the new booking. Tax, shipping and handling fees and the cost of the Rail Protection Plan will not be reimbursed. Travelers who have not yet determined their new travel date(s), or if tickets are not available yet for purchase, must proceed under the Cancellation benefit.

Travelers are responsible to pay the difference in price between the exchanged product(s) and the new booking. If the price of the product is lower than the original product, the difference will not be refunded.

Rail Protection Plan has no cash value. Travelers who use their RPP Exchange benefit and then cancel the new booking will only be eligible to receive a refund on any cost paid by the traveler that exceeded the value of the original exchange after the penalties have been applied. Shipping and handling fees are non-refundable.

Exchange of Paper Products under RPP : Exchange requests for paper products must be received by Rail Europe Customer Relations no later than three (3) business days prior to the scheduled departure date that was specified at the time of booking. Exchanges will not be issued until the original documents have been received by Rail Europe. Exchanges on paper products cannot be performed after the traveler(s) has departed to Europe.

Exchange of E-tickets (Print at Station, Print at Home or Mobile) under RPP : Exchange requests must be received by RENA no later than three (3) business days prior to the scheduled train departure date. Exchange requests received two (2) business days or less from the scheduled train departure date will not be processed.

Please start your request for your RPP Exchange for paper products or E-tickets by calling 800-438-RAIL (7245) or (847) 916-1028.

Cancellations under the Rail Protection Plan.

Travelers who cancel up to 3 business days before their scheduled departure date will be issued a refund* to the original form of payment. No penalties, no questions asked. Cancelation rules vary based on ticket type (Paper or E-ticket), please see conditions below.

*The refund will be equivalent to the cost of the product itself ; no refunds will be given for shipping and handling costs or the price of the Rail Protection Plan.

Cancellation Conditions for Paper Products under RPP : Paper products being returned for a cancellation must be received by Rail Europe’s Customer Relations department no later than three (3) business days before the scheduled departure date to Europe that was provided at the time of booking. Cancellation requests received two (2) business days or less from the customer’s scheduled departure date will not be processed.

Cancellation Conditions for E-tickets (Print at Station, Print at Home or Mobile) under RPP : E-tickets being returned for a cancelation must be received by Rail Europe no later than three (3) business days prior to the scheduled train departure date. Cancellation requests received two (2) business days or less from the scheduled train departure date will not be processed.

Please start your request for your RPP Cancellation for paper products or E-tickets by completing the following contact us form or by calling 800-438-RAIL (7245) or (847) 916-1028.

Strikes under the Rail Protection Plan.

If while traveling in Europe your trip is interrupted due to a rail strike, you will be reimbursed for the value of the unused train ticket, reservation or travel day. Strike rules vary based on ticket type (Paper or E-ticket), please see conditions below.

If impacted by a strike during your trip, please follow below instructions according to your type of ticket.

Strike instructions for Paper Products under RPP : Train tickets or reservations not used due to a strike must be stamped at the European train station by a railway official indicating that the train ticket or reservation is unused.

Conditions for Rail Passes : In the case that the traveller is holding a rail pass, the strike provision only applies in the event the entire travel day could not be used due to the strike and the traveller has a corresponding seat reservation stamped unused by a railway official to support that the rail pass travel day could not be used. In the event the rail pass travel day was partially used, no refund is offered on the Rail Pass travel day.

Notice : Refund requests due to strikes while traveling in Europe must be received within thirty (30) days of your return from Europe for paper tickets, reservations or rail passes.

Strike instructions for E-tickets (Print at the Station) : Tickets already printed at the station must follow the same procedure as mentioned above for paper products. If the ticket has not been printed at the station, requests for reimbursement due to strikes must be received BEFORE the train departure date.

Strike instructions for E-tickets or E-Passes (Print at Home or Mobile) : Requests for reimbursement due to strikes must be received BEFORE the train departure date.

Please start your request for your RPP Strike reimbursement for paper products or E-tickets by completing the following contact us form or by emailing CustomerRelations@raileurope.com.

Missed Connections under the Rail Protection Plan.

Sometimes, vacations don’t go according to plan. Get reimbursed the value of the train tickets or rail pass travel days interrupted due to a delay on a connecting flight or train.

If while traveling in Europe, you miss your connecting train trip due to a flight or train delay caused by a mechanical failure or weather, you will be reimbursed the value of the unused connecting train ticket, reservation or travel day.

In the case of a rail pass, this provision only applies in the event the entire travel day could not be used due to the missed connection and does not apply in the missed connection, only interrupted the partial use of a travel day.

Missed Connection Caused by a Flight Delay under RPP :
a. Travelers must provide proof of the delay from the airline.
b. Train connections departing directly from a train station located at the arrival airport must have a minimum connecting time of 2 hours.
c. Train connections departing from any train station not located at the arrival airport, must have a minimum connecting time of 3 hours.

Missed Connection Caused by a Train Delay under RPP :
a. Travelers must provide proof of the delay from the railway conductor.
b. Train connections departing in and out of the same train station must have a minimum connecting time of 10 minutes.
c. Train connections departing in and out of different train stations must have a minimum connecting time of 45 minutes.

Additional Missed Connection Conditions for Flight & Train Delays under RPP : Travelers without the minimum connecting time noted above for Flight or Train, will not qualify for Reimbursement.

Coverage does not apply for missed connections caused by the traveler arriving late for their flight, train or any other reasons other than a flight or train delay.

Travelers will either be refunded the value of the unused ticket, travel day, or reservation due to the missed connection or the cost of a replacement product(s), whichever is less.

Travelers must purchase a replacement product(s) in order to continue with his or her travel plans to be eligible.

Within thirty (30) days upon return from Europe, travelers must submit a statement to Rail Europe including the proof from the airline or train conductor of the missed connection, replacement product(s) purchased due to the missed connection, and a brief explanation of the situation.

Please start your request for your RPP Missed Connection for Flight or Train delays by completing the following contact us form or by emailing CustomerRelations@raileurope.com.

Loss or Theft under the Rail Protection Plan.

Receive reimbursement for your train ticket or rail pass if it’s lost or stolen while travelling in Europe. Loss and Theft rules vary based on ticket type (Paper or E-ticket), please see conditions below.

Loss or Theft of Paper Products under RPP : Paper product(s) must have been lost or stolen while traveling in Europe.

Travelers will either be refunded the value of the unused portion of the lost or stolen paper product(s) or the cost of a replacement product(s), whichever is less.

Travelers must file a police report within twenty-four (24) hours of the incident.

Travelers must purchase a replacement product(s) in order to continue with his/her travel plans.

Notice : Coverage does not apply for product(s) lost or stolen BEFORE departing to Europe.

Within thirty (30) days upon return to North America, travelers must submit a statement to Rail Europe including the police report, replacement product(s) purchased abroad, airline tickets from North America to Europe and return, and a brief explanation of the situation. If you fail to include any of these items, your claim cannot be processed.

Loss or Theft of E-tickets or E-Passes (Print at the Station) : Tickets or Passes already printed at the station must follow the same procedure as mentioned above for paper products. If the ticket or pass has not been printed at the station, Loss or theft coverage does not apply.

Loss or Theft of E-tickets or E-Passes (Print at Home or Mobile) : Loss or theft coverage does not apply to travellers with Print at Home or Mobile e-tickets or e-passes.

Please start your request for your Loss or Theft for paper or print at station products by submitting your request in writing to :

Rail Europe North America Inc
Customer Relations Department
1350 E. Touhy Ave. Suite 200E
Des Plaines, IL, 60018

The Lost or Stolen RPP request must be accompanied by the appropriate documentation listed in the sections above.
We recommended that product(s) being returned for a claim under this program be sent by a traceable mail service.

Rail Europe will not be responsible for documents not received.

ADDITIONAL TERMS AND CONDITIONS

It is recommended that product(s) being returned for a claim under this program be sent by a traceable mail service. Rail Europe will not be responsible for documents not received.

All Rail Protection Plan requests will be processed within 10-14 business days, running from the date that all required documentation has been received.

Once the refund is processed by Rail Europe, the timeline to receive the refund back on the original form of payment will vary depending on your country of residence and your bank’s processing times.

Rail Protection Plan refund requests that are approved, will be processed and returned to the original form of payment.

This plan is administered by Rail Europe North America and can be revised or terminated at our sole discretion at any time with or without notice. In the case that the Rail Protection Plan is terminated, coverage purchased before the date of termination will still be honored.

Limitations of the Rail Protection Plan™ :

Rail Protection Plan™ is non-refundable and non-exchangeable.

If you make any claim knowing it to be false or fraudulent in any respect, no benefit shall exist for such claim and your benefits may be canceled. Each claimant agrees that representations regarding claims will be accurate and complete. Any and all relevant provisions shall be void in case of fraud, intentional concealment, or misrepresentation of material fact.

Exclusions :

This program does not apply to any loss caused by :

(a) Delay or detention or confiscation by Customs Officers or Officials or Police or other Security Officers.
(b) Product(s) not in clients’ actual possession at the time of loss.
(c) Acts of god, war, invasion, act of foreign enemy, hostilities (whether war be declared or not), terrorist acts, civil war, rebellion, revolution, insurrection, military or usurped power.
(d) Any dishonest, fraudulent or criminal act by the holder of the covered product.
(e) Damage due to wear and tear, gradual deterioration, vermin or inherent vice.
(f) No change to this program will be valid unless authorized solely by RENA.
(g) No legal action can be brought against RENA to recover until sixty (60) days after we receive the completed RPP request.
(h) No legal action against RENA may be brought more than one (1) year after the time for submitting the RPP request as mentioned herein. Further, no legal action may be brought against RENA unless all the terms of the RPP have been complied with fully by the traveler.
(i) Any provision of this program that is in conflict with applicable law is hereby amended to conform to minimum requirements of such law and the holder of tickets /rail passes/reservations/city passes/tours products agrees to the jurisdiction of New York County, New York.
(j) Rail Protection Plan is non-transferable. It may only be used one (1) time for the product it was purchased for and cannot be transferred if a new booking is made.
(k) Some products may already include some of the benefits under the Rail Protection Plan. Please consult your terms and conditions for selected products prior to purchasing the Rail Protection Plan.

More Details :

You and Rail Europe North America Inc agree that you and Rail Europe North America Inc may bring claims against the other only in your or its individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.

Rail Protection Plan™ is a trademark of Rail Europe North America Inc.
Copyright © 2019 Rail Europe North America Inc. All Rights Reserved
Rail Europe North America Inc. is a registered with the State of Florida as a Seller of Travel, Registration No : ST38042. CST : 2053098-20. SOT WA #601486663.

More questions on the RPP ? Contact us by completing the following contact us form or by emailing CustomerRelations@raileurope.com.