TGV France-Italy

• Q. Are all products eligible for Rail Protection Plan™ coverage?

  A. 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.

• Q. Where can I find specific information regarding the services offered on the train I'll be taking?

  A. We try to provide you with as many details about your train trip as possible. When you’re searching for train fares and schedules, click on the train numbers listed on the results page. Choose the class of service you prefer to sit in and you’ll be able to see all onboard services offered.

• Q. What do I do with my luggage?

  A. Once on board you’ll need to find a place to put your bag(s). Small and medium sized bags typically fit on racks located above the seats. Larger suitcases and items can be stored in racks found near the train door entrance.

  In addition, you’re responsible for your luggage. The railways assume no responsibility in case of loss or theft of baggage carried on board.

  If you’re traveling on Eurostar, Thalys or a TGV, you’re limited to two large items per traveller (maximum 85cm in any one dimension), plus one small item of hand luggage. On most high speed trains there’s room for luggage above the seats and for larger items at the end of each coach.

  Be advised that when traveling on Eurostar, Thalys or any French train, you must properly label your bag(s) with your first and last name. In general, it is a good idea to keep luggage tags on your baggage for easy identification.

• Q. What if I’ve purchased a Twin/Saver pass and one of the travellers decides not to travel that day?

  A. It’s perfectly fine, but the traveller who didn’t travel will still use a travel day on their pass.

  If you’re all traveling on the same day, but split up and take different trains, those not carrying the pass will need to buy separate train tickets.

• Q. Can a reservation date on an overnight train be changed?

  A. This is possible in some cases, but with the limited availability of overnight trains, please do it as soon as you can and at least 24-hours before the train’s departure. New reservations will be required when you reschedule. Make sure to check the fare rules for the reservation you’ve purchased so you’re aware of the exchange policies. If you’re already traveling in Europe and need to make a change, you may be subject to local service fees and/or upgrade charges.

• Q. A rail strike in Europe prevented me from fully using my rail pass as intended. Can I get a refund on the unused days?

  A. Passes that have been activated or partially used are not eligible for a refund. You may wish to have your pass cancelled and noted by a European railroad official that it was “not used due to a strike” and return it to our customer relations department. The claim will be reviewed to see if we are able to provide compensation depending on the European railroads’ policies. Please send us a message using the Contact Us page on our site.

• Q. How do I create a Rail Europe account?

  A. You can simply click the ’Login’ button found on the top right-hand side of our homepage and select ’create an account’ to register on our site. If you are booking with us, you will also be presented with the option to register during checkout.

• Q. Can a rail pass be issued as an e ticket or e pass?

  A. At this time, most rail passes are printed as a paper document and must be shipped to you prior to your departure to Europe. If a rail pass is offered as an e-pass this option will be offered at the time of booking. For rail passes offered as e-passes, you will need to print it out on paper prior to arriving at the train station.

• Q. What should I do if I’m unable to print my e-ticket at the station?

  A. First, make sure you’re entering the correct information in the self-service kiosk. You need to provide your e-ticket confirmation code, also known as PNR, which is a 6 character letter code (or an 8 character alphanumeric code for British e-tickets) that appears on your Rail Europe booking confirmation email. Any other booking reference (like the Rail Europe booking number) will not work to retrieve your print at station e-ticket.

  Don’t attempt to retrieve your ticket using a different method of identification such as swiping a credit card. This will not work.

  Although highly unusual, if you’re still unable to retrieve your ticket, go to the ticket counter and seek the assistance of a railway official. Make sure you know your e-ticket number.

  If you’re still unable to retrieve your ticket, you may have to purchase a new train ticket. If possible, document the circumstances that prevented you from retrieving your e-ticket. If you purchase new tickets, make sure to keep a copy of the new tickets and the receipt.

  Upon your return home, contact our customer relations department and write us a letter indicating what happened. Make sure to provide the new tickets you purchased and the receipt. We’ll review the matter and work things out with you.

• Q. What should I do if my train ticket is lost or stolen?

  A. If your paper ticket is lost or stolen, you’ll need to purchase a new one in order to travel.

  If you purchased the Rail Protection Plan™ and your ticket is covered, you may be eligible for reimbursement if you meet the requirements of this plan, this includes filing a police report within 24 hours of the loss or theft and purchasing replacement train ticket.

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