Spain Pass

• Q. What should accompany the train ticket or rail pass I'm sending back for a refund?

  A. When you submit your train ticket or rail pass to our customer relations department for a refund, be sure to include a brief letter along with any other supporting documentation, such as letters from local train operators, replacement tickets (if any), etc.

  If you are making a claim through our Rail Protection Plan™, please download and fill out the Rail Protection Plan traveller’s Request Form and send, along with the appropriate documents.

  We recommend that you send all documents by traceable mail for proof of delivery.

• Q. My group lives large. Can we book an exclusive carriage or charter an entire train?

  A. Whether your group is looking to book an exclusive carriage on a scheduled train for their sole use, or wishing to charter an entire train, we can arrange it. Simply fill out a Group Quote form and one of our dedicated group consultants will respond with a quote to fit your groups’ needs.

• Q. What ways can a train ticket be issued? Paper? e tickets?

  A. There are potentially three ways to receive European train tickets.

  Paper tickets: the rail pass or train ticket is physically printed at the Rail Europe fulfillment center and shipped to you.

  Print at home e-ticket: the train ticket may be issued as a PDF which may either be emailed to you directly, or retrieved via a web link that is communicated to you at the time of purchase, depending on the rail carrier. You must print the PDF from a computer printer on any regular paper prior to boarding the train. Some e-tickets are delivered with a unique e-ticket confirmation code that is printed on your Rail Europe confirmation email. You must provide this e-ticket confirmation code along with your id to the conductor on board the train.

  Print at station e-ticket: you will receive an e-ticket confirmation code (also known as PNR or Passenger Name Record) on your confirmation email, as well as a link to detailed instructions for retrieving your ticket. Use this e-ticket code at a self-service kiosk located at the train station in Europe to print out your actual ticket, prior to boarding the train.

  Print at home e-ticket and print at station e-ticket are “electronic” delivery methods requiring no physical shipment to you. This means we can issue you an e-ticket whether you’re still at home or already in Europe.

  Please note that all three methods are not always offered for a given train ticket. In fact, many tickets only support one of these issuance methods.

• 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 the train tickets you send me the actual tickets, or do I need to exchange them at the station?

  A. If you selected the paper delivery option, then yes – the travel documents you receive from us in the mail are your actual train tickets. Do not lose them, because we cannot replace them.

  Only the original paper ticket will be accepted onboard the train. No other document such as a print out of the email invoice can be used in lieu of the original paper train ticket.

• Q. What is the 7:00 pm rule?

  A. Overnight train journeys departing after 7:00pm and arriving after 4:00am without any change of train will count as one travel day. The date of arrival should be recorded on your rail pass.

  Overnight train journeys departing after 7:00pm that arrive or involve a connection between midnight - 4am count as two travel days on your rail pass.

• Q. Are there lounges at the train station I can access with my Rail Europe tickets?

  A. Some of the main train stations in larger European cities offer lounges. Access to lounges depends on the type of train ticket you have; generally a First class ticket is needed.

  Trains that offer lounge access are:
  Eurostar
  Thalys
  TGV
  AVE
  TGV Est
  TGV International
  Virgin
  Alvia
  Euromed
  SJ High Speed
  Altaria
  Trenitalia International Night
  Spanish Night Trains

  To learn more about lounge access for any of the above trains, we encourage you to visit the product page for the train.

• Q. What should I do if I missed my scheduled train? Can I take the next one?

  A. If you’re traveling with open tickets, you can take any train that doesn’t require a reservation, traveling on the route for which your open ticket was issued.

  If you have an open train ticket and a reservation, you can forfeit your reservation and still use your open ticket on a train running on the same route that doesn’t require a reservation.

  If your train ticket is a combined ticket and reservation, then you cannot simply board the next train. You may need to purchase a new train ticket for that train or exchange your current ticket for a new one.

  First, read the exchange conditions for your train ticket. This can be found printed with your actual ticket if you have a paper ticket, or on your Rail Europe email invoice. This will allow you to determine whether your train ticket is exchangeable or not.

  If you have a non-exchangeable ticket you will have to purchase a new train ticket, regardless of the delivery method of your ticket.

  If you have a semi-flexible or flexible ticket (i.e. your train ticket can be exchanged for a fee and/or under certain conditions), then you may be able to exchange your current ticket for a new one. In general, these exchanges must take place prior to the train’s departure.

  Contact us as soon as possible to initiate the exchange process, before the train’s departure. If you are unable to reach us by phone, seek the assistance of a station agent. Never board a train with a train ticket that includes a reservation for a different train, unless specifically authorized to do so by a railway official.

• Q. It looks like my train ticket does not include a reservation. How can I add one?

  A. Whenever possible, train tickets sold by Rail Europe include a reservation. If you received a ticket without a reservation, it typically means that the train you’ll be traveling on doesn’t require a reservation, and in most cases is non-reservable.

• Q. I recently saw a fare on your website that I can’t find anymore. Why?

  A. Just like airfares, train fares fluctuate over time. In most cases, the fare you’re quoted on our website is based on current availability at the time of your request. It’s possible that the fare quoted to you has sold out and become unavailable. However, know that the new fare you see on our website is always the cheapest fare offered, based on current availability.

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