Thello Night trains

• Q. How do I request an exchange through the Rail Protection Plan™?

  A. To apply for an exchange under the Rail Protection Plan™, please contact us via our Contact Us page. Rail passes/train tickets/reservations/city passes/tours may be exchanged for the same or new products.

• Q. In the event of a strike, is my rail pass covered under the Rail Protection Plan™?

  A. In general no – the Rail Protection Plan™ doesn’t provide specific coverage for rail passes, city passes, or tours in the event a strike occurs during your travels.

  During a strike, there are usually trains that operate along all routes, as well as substitute buses. While you may not be able to take the exact train you were planning on using, there are usually trains or some other method of transportation that can get you to where you need to go.

  In case a severe strike occurs that significantly prevents you from using your pass as intended, you may contact our customer relations team. We will review your particular circumstances and may provide compensation, if appropriate.

• Q. Do restaurant cars cater to specific dietary needs like vegetarian, diabetic or kosher?

  A. Some European trains do offer special menu items. You can check the menu card found on board the train when you get on. Please keep in mind that you are also permitted to bring food on to the train, so if you have a specific dietary condition that requires special food, you can purchase before getting on the train and avoid any disappointment if the train you are on does not cater to your specific needs.

  On Eurostar a wide variety of meals can be arranged prior to your departure to Europe. They include vegetarian, kosher, halal, vegan, diabetic, low fat, low salt and gluten-free meals. For vegetarian meals, we require 24-hours notice in advance of travel. For all other meals we require 48-hours advance notice. If you need to arrange a special meal for your Eurostar journey, please contact us via our Contact Us page.

• Q. I missed my train. What should I do?

  A. If you’re traveling with a train ticket that doesn’t include a reservation, you can simply get on the next train that accepts tickets without reservations.

  If you’re traveling with a train ticket that includes a reservation, you may have to purchase a new train ticket. Review the exchange and refund terms of your ticket to determine if your train ticket can be exchanged.

  If you missed your train due to a connecting train being delayed, ask a Conductor or railway official to endorse your train ticket to say there had been a delay. This is usually sufficient proof for the train staff at the onward station to allow a free transfer to the next available train.

  Upon your return home, please contact us via the Contact Us page to inquire about an applicable refund your ticket may qualify for. All refund information may be found on the after-sales voucher that was included with your train ticket.

• Q. Can I exchange my train ticket after its date of departure?

  A. Unfortunately, this is not possible. If a train ticket can be exchanged, it normally must be done prior to the first date of validity on the ticket or the train’s departure date. However, please consult the “after sales conditions” found on your confirmation email for exact exchange rules pertaining to the train ticket you booked.

• Q. What is a Rail Pass?

  A. A rail pass is a travel document that entitles you to travel on European trains in a specific geographic area (country/countries), for a specific number of days.

  Be mindful that having a rail pass doesn’t necessarily mean that you can hop on any train at will, within the geographical area covered by your rail pass. Depending on the country, the type of train and the route, you may need to purchase seat reservations at an additional cost.

  Lastly, rail passes are packed with additional benefits, also known as rail pass bonuses which can range from discounted shopping in retail stores, to preferential rates on other modes of transportation like ferry or bus, to rebates on hotel nights, reduced admission at museums attractions, and more.

• Q. What should I do if my train ticket is lost or stolen?

  A. If your paper ticket is lost or stolen, you’ll need to purchase a new one in order to travel.

  If you purchased the Rail Protection Plan™ and your ticket is covered, you may be eligible for reimbursement if you meet the requirements of this plan, this includes filing a police report within 24 hours of the loss or theft and purchasing replacement train ticket.

• Q. How fast can I receive my travel documents?

  A. After your booking has been invoiced, you should receive your tickets and/or rail passes within 2-7 business days. In some locations, express overnight delivery may be available for an additional cost.

  If you booked e-tickets, you should receive an email and ticket instructions shortly after your booking is confirmed.

• Q. Can my family sit together if I have a First class rail pass and my child has a Second class youth pass?

  A. Yes, of course! However, everyone will need to sit in Second class. The rule is with a First class pass you can sit in either First or Second class, with a Second class pass you can only sit in Second class. If you wish to travel in First class and the rail pass you are interested in does not offer a First class youth option, you will need to purchase an adult pass for your youth traveller.

  Be mindful if you intend to book seat reservations that you book in the class of service you intend to sit in. Once a reservation has been issued, you must sit in the seat that has been assigned to you.

• 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.

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