Benelux Pass

• 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 is the questionnaire that comes with my rail pass? Do I have to fill it out?

  A. The questionnaire (or travel report) on the ticket jacket containing your Eurail pass is a required survey used by the European railways to better understand how Eurail passes are used throughout Europe. A gift is offered by Eurail for completing and returning the questionnaire to the supplied address. Upon receiving the travel report, Eurail should send the free gift within 4-6 weeks.

• Q. My print at station e-ticket was lost or stolen after I printed it. Can I print it again?

  A. Unfortunately, print at station e-tickets may only be printed once from the kiosk. In the event of a lost ticket, go to a ticket counter and ask if they can reprint it. If they are unable to, a new train ticket will have to be purchased.

  If you purchased the Rail Protection Plan™, you may be eligible for compensation.

• Q. Are train tickets exchangeable and refundable?

  A. It depends. Exchange and refund rules are governed by the kind of fare you booked.

  When browsing fares on our website, you can read a brief description of each fare flexibility level, and then see the full exchange and refund conditions for each fare.

  Once you have booked a train ticket with us, its exchange and refund rules will be indicated in your Rail Europe booking confirmation email, as well as printed with your train ticket and/or on the ticket jacket in the case of paper tickets. Please note that train tickets must be received for exchange or refund within the allowed time frame mentioned in the exchange and refund conditions.

  Refunds, when applicable, can only be applied to unused and unvalidated train tickets.

  Be sure to view the complete refund and exchange rules for the product you are booking to see any applicable penalty and administrative fees.

  If you’ve purchased the Rail Protection Plan to cover your train ticket, you can exchange it for either the same thing or a new product. To start an exchange under the Rail Protection Plan, please contact us via our Contact Us page.

• Q. Can I still buy train tickets from you once I’m in Europe?

  A. Yes, but only for trains that offer print at home or print at the station e-tickets. In general, we don’t ship paper tickets to Europe unless you will be at the same location (and able to receive tickets) for 3-5 business days. If the train you want only offers a paper ticket option, and you won’t be able to receive those tickets in the main, you will need to buy it locally at the station.

• Q. Who should I contact to book travel for a group of 10 or more people?

  A. For groups of 10 or more traveling together please fill out our Group Department form for assistance. If you know what you’re looking for, you can also request a quote online from our Group Department.

• Q. What information do I need to provide when booking a rail pass? Do the names on the rail pass and the passports have to match?

  A. When you book your rail pass, you will need to provide us with your first and last name, exactly as they appear on your passport. The name you enter will appear on your rail pass and will be verified by a railway official when you activate the rail pass. In addition, some rail passes are pre-activated and require you to enter the first date of travel.

• Q. I haven't departed for Europe yet and want to exchange or refund my train ticket. How do I proceed?

  A. There are different ways you can exchange or refund a train ticket prior to your departure to Europe, but they depend in whether you booked a paper ticket or e-ticket.

  For refunds:

  If you booked a paper train ticket, the original ticket must be returned to us for the refund to be finalized. Please visit the Contact Us page for further information.

  It’s strongly suggested that you send your documents by some type of traceable mail for proof of delivery.

  If you booked an e-ticket from our website, you can usually complete the refund online via our Cancellation and Refund page. The refund will be processed immediately and no further action on your part will be required.

  For exchanges:

  Similar to the previous situation, the original paper train ticket must be returned to us for the exchange to be processed. Visit our Contact Us page to begin the exchange process for paper tickets, or the Cancellation and Refund page for e-tickets.

  When exchanging tickets, you are responsible for paying the difference in fare, as well as any applicable fees for your new train tickets. Please keep in mind that exchanges on train tickets are only permitted for the same city pair or route originally booked.

• Q. Can I add a friend to my existing rail pass?

  A. Once a rail pass has been printed, another name cannot be added. We may be able to exchange the rail pass through our contact center, but exchange fees and penalties will apply. The only exception is if you bought the Rail Protection Plan along with your rail pass. In that case, you’re eligible to exchange your rail pass for a new one that includes your friend, without incurring any fee or penalty. You’ll just need to pay the additional cost of the rail pass for your friend.

• Q. Can I exchange or refund my rail pass while in Europe?

  A. Unused and unvalidated rail passes can be exchanged for an alternate rail pass of equal or greater value. A 7% administration fee, any price difference, and additional shipping fees would apply. Some promotional rail passes are non-exchangeable; please read the terms and conditions for these passes for more details. Exchanges and refunds for rail passes cannot be performed locally at the train station.

  Please send us a message through the Contact Us page to begin the exchange process. To exchange a rail pass, we must receive your original unused and unvalidated rail pass no later than 3 days prior to your departure to Europe, issue a new rail pass, and ship it to you.

  If you bought the Rail Protection Plan™ when you placed your rail pass order, you are eligible to receive the full value of your original pass as a credit and use it towards any future Rail Europe purchase within 2 years, with no fee or penalty incurred.

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