Glacier 3000

• Q. Will there be someone to help me find my reserved seat on the train?

  A. Generally speaking, train cars and seats are prominently marked. If you have any trouble finding your reserved seat, one of the conductors on the platform or onboard the train will be able to assist you.

• Q. If my train tickets have been lost or stolen, how do I request reimbursement through the Rail Protection Plan™?

  A. Here’s what you need to do if your train ticket, rail pass, reservation, city pass or tour was lost or stolen and you plan to request receive a reimbursement through the Rail Protection Plan™.

  You must file a police report within 24 hours of the incident.
  You may purchase a replacement rail pass, train ticket, reservation, city pass or tour in order to continue with your travel plans.

  Upon return home, you must submit the traveller request form to Rail Europe within 30 days, along with a copy of the police report, replacement rail pass, train ticket, reservation, city pass, or tour purchased abroad, and your roundtrip airline tickets from home to Europe. A brief explanation of the situation is also necessary to better evaluate the traveller request form.

  If you purchased the Rail Protection Plan™ when you booked your train ticket/rail pass/reservation/city pass/tour, you received full documentation on what to do in the event of loss or theft. Please refer to this information for full details.

• Q. When I board the train, can I sit anywhere I want?

  A. If you booked a reservation for a specific train, you’ll have a designated car and seat number. This information will be located on your ticket.

  If you don’t have a reservation and the train you’re traveling on either doesn’t accept reservations or reservations are not mandatory, then you’ll be able to get on board and look for an available seat in the class of service you booked. Keep in mind that during the train journey, if another traveller gets on board and has reserved the seat you’re occupying, you will need to move.

  Keep in mind that local commuter trains generally do not accept reservations. During peak hours (typically before 9am and in the evening between 5-7pm) the trains are used by locals going to work and tend to be a bit more crowded. This may make it more difficult to find an available seat.

• Q. What if I have a group of 10 or more purchasing rail passes?

  A. Please contact our Groups Department who can arrange customized travel solutions perfect for your travellers.

• Q. Can I use more than one credit card to pay for my booking?

  A. Yes. You can enter up to 10 different credit cards for a single purchase. At the time of payment, use the “Add additional card” button to display all credit card options. After entering each credit card’s information, you can modify the amount to be charged to each individual card. You’ll need to make sure that the total charged for all credit cards matches the total of your booking.

• 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.

• Q. I made a mistake when I ordered my rail pass. How can I correct it?

  A. Once your rail pass has been printed, it is not possible to modify it. If you absolutely need to do it, you can pay a 15% penalty and a 7% processing fee to exchange it. If you catch the mistake and call us right away - prior to your rail pass being printed, we may be able to modify it for you. If you bought the Rail Protection Plan™ when you ordered your rail pass, you can exchange your original pass at full value and use it towards the new one, with no fee or penalty incurred. Read more about the Rail Protection Plan™ coverage and how to file a claim.

• Q. I’ve bought a print at the station e ticket. What do I need to do before getting on the train?

  A. When you book a print at the station e-ticket you will receive a 6 or 8 alpha-numeric e-ticket confirmation code (also known as a PNR or Passenger Name Record) in your Rail Europe confirmation email. Simply print the actual paper ticket from a self-service kiosk at the train station prior to your train’s departure.

  For all print at the station e-tickets, you’ll need to print the tickets before boarding your train. Your Rail Europe confirmation email is not a train ticket.

  For certain routes where this ticketing method is offered, it’s possible that the kiosk to print out the ticket can only be found in the station of origin but not in the station of arrival. For instance, if you have purchased a roundtrip journey as a print at the station e-ticket, you need to make sure to print out both your outbound and inbound train tickets in the station of origin - as you will not be able to retrieve your inbound ticket (return ticket) in the station of arrival. An example of this is a trip originating in France and going into Italy, or a trip from Paris to Amsterdam.

• 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. What are the fees associated with getting a train ticket refunded?

  A. The first type of fee is carrier penalties. These are charges determined by the rail carrier depending on the exchange and refund conditions associated with your original train ticket. For example, there may be a 15% penalty assessed for exchanges, which means that only 85% of the value of the original ticket will be carried over for the purchase of a new ticket. Or there may be a fixed penalty charged for exchanges, or no fee at all.

  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.

  The second type of fee is Rail Europe’s administrative fee. This fee is charged in addition to applicable carrier penalties. The processing fee is 7% of the cost of the original train ticket.

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