Rail Protection Plan

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Rail Protection Plan

Rail Europe, 4A. (“RE4A”) is pleased to offer its Rail Protection Plan (RPP) for all European rail passes, train tickets and reservation (“products”) issued through our company. Please read the terms and conditions below in their entirety.

The Protection Plan below apply to all travellers who purchased our new RPP on or after the 25th of May 2016. Travellers who purchased their RPP before the 25th of May 2016 are entitled to compensation in the event of Loss/Theft of their Rail Products according to the existing terms and conditions of the RPP at time of purchase (see paragraph “Applying for reimbursement in the case of loss or theft under the Rail Protection Plan” below).

Applying for a Cancellation under the Rail Protection Plan

  • Travellers will be issued an instore credit in the form of a future Rail Europe coupon code at no penalty, equal to the value of the cancelled products containing the Rail Protection Plan, no questions asked.
  • Coupon codes are issued in the name of the traveller(s) given at the time of the original booking and are non-transferable.
  • Coupon codes must be redeemed on a new booking no later than two (2) years from the issue date on the coupon code. No instore credit will be issued in cases where the value of the coupon code is not used within two (2) years of issue.
  • Coupon codes cannot be applied toward shipping and handling fees or Gift Cards.
  • Coupon codes will be processed in 6-12 weeks from receiving the returned tickets / passes / reservations.
  • No explanation is required for cancellation requests on product(s), no questions asked.
  • Paper Products – Cancellation request for paper rail passes/paper tickets/paper reservations being returned for a cancellation must be received by Rail Europe no later than five (5) business days BEFORE the scheduled departure date for Europe given at the time of booking. Request for Rail Protection Plan coupon code must be completed by filling out this form.
  • Once the cancellation request has been reviewed, travellers will be notified by email where the original paper passes, tickets & reservations need to be sent to complete the Rail Protection Plan Coupon Code request. NOTE – the Rail Protection Plan Coupon code is only released for accepted claims once the paper original documents have been received by Rail Europe.
  • E-tickets / E-Passes (Print at Station/Print at Home) – cancellation requests must be received by RE4A via email no later than five (5) business days BEFORE the regularly scheduled train departure date or first date of travel.
  • Request received less than (5) business days noted above for paper / electronic products will not be eligible for the RPP Cancellation Benefit and will be processed under the normal cancellation penalties listed with the traveller’s tickets / passes / reservations.
  • Travellers not planning to return to Europe within two years / not interested in receiving a Rail Europe instore credit, can request a refund back to the original form of payment but are subject to the normal cancellation penalties included with their product.
  • To request an instore credit in the form of a coupon code for an E-ticket / E-Passes, please start your request by filling out this form.

Applying for a Refund in the case of strike under the Rail Protection Plan

  • If while traveling in Europe, your trip is interrupted or stopped due to a rail strike, you will be reimbursed for the value of the unused train ticket/reservation/travel day.
  • Paper Products -Train ticket / reservations, not used due to a strike must be stamped at the European train station by a railway official indicating the train ticket/reservation.
  • Requests for reimbursement due to strikes must be started by filling out this form.
  • Once the strike request has been reviewed, travellers will be notified by email where the original paper passes, tickets & reservations need to be sent to complete the strike refund request. NOTE – the refund in the case of strike is only released for accepted claims once the original paper documents have been received by Rail Europe.
  • 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/rail passes.
  • Rail Passes - In the case the traveller is holding a rail pass, this 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.
  • E-tickets / E-Passes (Print at the Station)

a.Tickets / Passes already printed at the station must follow the same procedure as mentioned above for paper products.

b.If the ticket / pass has not been printed at the station, travellers requesting reimbursement due to strikes must submit their request by filling out this form BEFORE the train departure date.

  • E-tickets / E-Passes (Print at Home) – Travellers requesting reimbursement due to strikes must submit your request by filling out this form BEFORE the train departure date.

Applying for reimbursement in the case of a missed train connection under the Rail Protection Plan

  • 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/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 if the missed connection only partially interrupts the use of a travel day.
  • Missed Connection Caused due to a Flight Delay

a.Travellers must provide proof of the delay from the airline documenting the delayed flight or cancellation.

b.Train connections departing directly from a train station located at the arrival airport must have a minimum connecting time of 3 hours.

c.Trains connections departing from any train station not located at the arrival airport, must have a minimum connecting time of 4 hours.

  • Missed Connection Caused due to a Train Delay

a.Travellers must request a statement from the railway conductor documenting the delayed train or cancellation. Note – in the event the railway conductor is unable to provide a statement of the delay / cancellation, visit the station ticket window where a railway / carrier agent can assist.

b.Train connections departing in and out from the same train station must have a minimum connecting time of 20 minutes.

c.Trains connections departing in and out from different train stations must have a minimum connecting time of 1 hour.

  • Travellers without the minimum connecting time noted above for Flight or Train, will not qualify for reimbursement.
  • Coverage does not apply for missed connections caused due to the traveller arriving late for his or her flight / train or any other reasons other than mechanical / weather delay of the flight / train.
  • Travellers will either be refunded the value of the unused ticket, travel day, reservation due to the missed connection or the cost of a replacement product(s), whichever is less.
  • Travellers must purchase a replacement product(s) in order to continue with his/her travel plans.
  • Request for reimbursement due to missed connection, must be requested within thirty (30) days upon return from Europe. Travellers must submit a statement to RE4A including the proof from the airline / train conductor of the missed connection, original product(s) purchased, replacement product(s) purchased due to the missed connection, and a brief explanation of the situation.
  • Paper Products Rail Pass / Train ticket / reservations, not used due to a missed connection must be emailed to Rail Europe including scanned copies of the original ticket, rail pass and or reservation not used, receipt of the replacement product purchased to continue travel, statement from the airline / railroad documenting the weather / mechanical delay. Requests for reimbursement due to a missed connection must be started by filling out this form.
  • Once the missed connection request has been reviewed, travellers will be notified by email where the original paper passes, tickets, & supporting documents need to be sent to complete the missed connection request. NOTE – the refund in the case of missed connections is only released for accepted claims once the original paper documents have be received by Rail Europe.
  • E-tickets / E-Passes (Print at Station/Print at Home) To request a refund for an E-ticket / E-Passes due to missed connection, travellers must email the receipt of the replacement product purchased to continue travel, statement from the airline / railroad documenting the weather / mechanical delay. Travellers requesting reimbursement due to a missed connection must start their request by filling out this form.

Applying for reimbursement in the case of loss or theft under the Rail Protection Plan

  • Paper Products -Travellers’ product(s) must have been lost or stolen while traveling in Europe.
  • Travellers 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.
  • Travellers must file a police report within twenty-four (24) hours of the incident.
  • Travellers must purchase a replacement product(s) in order to continue with his/her travel plans.
  • Coverage does not apply for product(s) lost or stolen BEFORE departing to Europe.
  • Within thirty (30) days upon return from Europe, travellers must email Rail Europe a scanned copy of the police report, replacement product(s) purchased abroad, airline tickets from into Europe and returning and a brief explanation of the situation. Travellers requesting reimbursement due to loss or theft must start their request by filling out this form. Once the loss or theft request has been reviewed, travellers will be notified by email where the scanned copies of their supporting documents need to be sent to complete the missed connection request.
  • E-tickets / E-Passes (Print at Home)-Loss or theft coverage does not apply to travellers with Print at Home e-tickets / e-passes.
  • E-tickets / E-Passes (Print at the Station) Tickets / Passes already printed at the station must follow the same procedure as mentioned above for paper products.

More details for submitting a request:

  • All original paper tickets/rail passes/reservations, supporting documents and the completed Contact Us request involving request for Cancellations, Strikes or Missed Connections must be sent to the local RE4A branch or customer service office to complete their credit or re-imbursement request once the initial Contact Us request has been submitted and reviewed.
  • Once the initial email claim has been reviewed and accepted, travellers will receive an email from Rail Europe advising where the address of the local RE4A brank or customer service office. NOTE – the credit or re-imbursement request is only released for accepted claims once the original paper documents have been received by Rail Europe
  • It is recommended that product(s) being returned for a claim under this program be sent by a traceable mail / post service.
  • This plan is administered by RE4A and can be revised or terminated at our sole discretion at anytime with or without notice. In the case that Rail Protection Plan is terminated, only tickets/rail passes/reservations/ orders issued BEFORE the date of termination will be covered.

Description of Rail Protection Plan:

  • Rail Protection Plan is non-refundable and non-exchangeable except as noted below.
  • If travellers can prove, with supporting documentation that they previously purchased an insurance policy covering same benefits as the RPP, travellers are entitled to cancel and receive a full refund on the cost of the RPP purchased with Rail Europe. Written notification along with supporting insurance documentation must be received within 14 days from original purchase date and none of the RPP benefits may have been used to receive an instore credit or refund.
  • 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 cancelled. 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 paper tickets/rail passes/reservations/city passes/tours holder.
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 RE4A.
g) No legal action can be brought against RE4A to recover until sixty (60) days after we received a completed RPP Request from this form.
h) No legal action against RE4A may be brought more than five (5) years after the time for submitting the completed RPP Request from the Contact Us Page. Further, no legal action may be brought against RE4A unless all the terms of the RPP have been complied with fully.
i) Some products may already include some of the benefits under the Rail Protection Plan. Please consult your terms and conditions for selected products BEFORE purchasing the Rail Protection Plan.
j) RPP Coupon codes issued for cancelled products under the RPP may be combined with other promotional coupon codes offers but only by following these steps:

*Only one coupon code can be used in an online booking.

*In order to combine the value of the RPP Coupon Code with a Rail Europe Promotional code, enter the Rail Europe promotional coupon code to booking online and pay for the booking before RPP Coupon Code discount has been applied.

*Once the booking is completed, email the RPP coupon code and new booking number containing the promotional discount to Rail_Protection@raileurope.com

*Provided the RPP coupon code has not been used on a previous booking, travellers will be issued a refund equal to the value of the RPP Coupon Code back to the original form of payment used in the online booking.

Refund Policy

  • Rail Protection Plan is non-refundable and non-exchangeable except as noted below.
  • If travellers can prove, with supporting documentation that they previously purchased an insurance policy covering same benefits as the RPP, travellers are entitled to cancel and receive a full refund on the cost of the RPP purchased with Rail Europe. Written notification along with supporting insurance documentation must be received within 14 days from original purchase date and none of the RPP benefits may have been used to receive an instore credit or refund.
  • 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 cancelled. 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.

More details

  • Rail Protection Plan Terms and conditions shall be governed by the laws of France. If no amicable settlement is reached, all disputes concerning the RPP will come under the jurisdiction of France.
  • For additional terms and conditions complete details please visit the Rail Protection Plan terms and conditions available on the Rail Europe website.

Important: Please print and keep these Terms & Conditions with your travel documents.

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