Heathrow Express

• Q. I’ve booked a print at home e-ticket. What do I need to do before getting on board the train?

  A. Your print at home e-ticket will be forwarded to you as one of three methods:

  • A PDF included as a link on your Rail Europe booking confirmation email
  • A unique 6 character e-ticket confirmation code that, along with a photo i.d., is checked when on the train
  • Sent via a separate email, in addition to your Rail Europe booking confirmation email, forwarded to you after purchase

  Your Rail Europe booking confirmation will clearly indicate which type of print at home e-ticket is affiliated with the train ticket(s) you have purchased.

  If you were signed into your account when you booked your print at home e-ticket, you can also find all PDF links in the booking history located in your dashboard, as well as the itinerary tab of our iPhone app or mobile site.

  All print at home e-tickets must be printed before arriving at the train station.

• Q. Are there facilities on board for disabled travellers?

  A. Special amenities for disabled travellers are offered on trains and at many train stations, and are clearly indicated with pictograms (for telephones, toilets, elevators, etc.).

  Special equipment is also available for use by disabled travellers but must be reserved locally in advance. You can do this while you’re in Europe by inquiring at the train station or through your hotel concierge.

  Be sure to specify if you need personal assistance (whether with a wheelchair, boarding, etc.).

• Q. Can I purchase seat reservations from Rail Europe once I’m already traveling in Europe?

  A. Yes, but only when an e-ticket is offered for the train you want to take. If only a paper train ticket is offered, you’ll need (and want) to purchase your reservation(s) locally at the train station to avoid international shipping fees and delivery times.

• Q. What fees does Rail Europe charge?

  A. Rail Europe charges different types of fees for the services we provide. These fees are waived under certain circumstances. Below is a list of the fees we charge.

  Delivery Fee: this fee covers the cost of delivering your travel documents to you, allowing you to relax, knowing that you have everything you need prior to your departure.

  Customer Care Centre Fee: this fee is charged only when bookings are made over the phone through one of our Customer Care Centres.

  Rail Europe Processing Fee: this fee allows us to continue to provide travellers with a wide range of European rail products to choose from, in addition to offering quality customer support before, during, and after your trip.

  Administrative Fee: this fee is charged only for refunds and exchanges. It is 7% of the original train ticket or rail pass price.

• Q. Do I need to make a reservation if I’m traveling with a rail pass on an overnight train?

  A. Yes. Even with your rail pass, you will need to make a reservation on any overnight train. Reservations are required for sleeping compartments, couchettes, and seats. Depending on where you’re traveling, the guidelines of the specific train and/or the type of rail pass you have, you may be entitled to purchase a reservation in place of a full price ticket.
  You can search for overnight reservations directly on our website - just be sure to select the "I have a rail pass" option.

• Q. How do I connect between train stations in the same city?

  A. There is often an easy connection by public transportation between train stations within the same city or town.

• Q. Can I bring food and drinks on board?

  A. Of course you can! Eating and drinking are permitted on all European trains.

  You will also have the option to purchase food and drinks if the train you’re traveling on offers food services.

• Q. Can I open the train windows?

  A. If you’re traveling on a slower train you may have the option to open a window, depending on the age and configuration of the car. However, most modern rail cars are air-conditioned and you won’t have the option of opening the windows.

  For safety reasons, high speed trains don’t offer the option of opening windows.

• Q. Will I be sharing my sleeping compartment with strangers?

  A. If you book a reservation for a bed in a compartment that can accommodate more people than are in your traveling party, yes, additional people may be in the compartment. It’s also important to note that couchette accommodations are usually not gender specific.

• Q. What do I need to show to the conductor when traveling by train with a rail pass?

  A. While traveling with a rail pass, you will need to show the conductor your pass. Be sure your pass is activated prior to boarding the train. For trains that require reservations, be sure to have your valid reservations ready to show the conductor, as well. Lastly, it is not uncommon for a conductor to request to see your passport, best to keep it handy.

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