All Reservations purchased through the Reservation Self-Service are subject to the refund and exchange policy of the Railway Company operating the service concerned and Eurail’s ticket distribution partners.These refund and exchange policies can be found on the Exchange and refund conditions for reservations webpage.
Please note, although some Reservations may be refunded and / or exchanged (subject to certain conditions), they are mostly non-refundable and non-exchangeable. If a Reservation is refundable or exchangeable:
- the Customer must submit their request within the timeframe required by the applicable policy of the relevant Railway Company or ticket distributor; and
- any exchange is subject to availability on alternative trains.
Once a request for a refund or an exchange of a Reservation has been submitted:
- the request cannot be reversed; and
- the Reservation and Reservation Ticket to be refunded or exchanged will become invalid and cannot be used.
How much will be refunded?
The amount to be refunded will vary depending on the Reservation concerned and the applicable Railway Company and / or ticket distributor policy as well as the particular circ*mstances of the refund request. The Customer will be notified of this amount prior to final submission of a refund request.
Please note, booking fees and shipping costs are non-refundable in all cases.
What if the train was cancelled?
If a train is cancelled or the Customer is likely to miss a connection during the trip, please do not use the refund steps set out below. Instead, please get in contact with the Eurail Customer Service team.
If the Customer requests a refund through their website account due to the cancellation of a train or for any other reason (including a change in plans), the Customer will be deemed to have accepted the refund conditions set out in the Exchange and refund conditions for reservations. Where this occurs, Eurail will not provide any further refund of the Reservation price.
How to request an exchange of a Reservation
If the Reservation is exchangeable, the exchange process to follow is determined by the particular Reservation concerned:
- For Eurostar trains, please go to the Eurostar website > then Manage Booking > follow the process required by Eurostar.
- For TGV trains with a Reservation Ticket endorsed with CIV 1088, please contact the Eurail Customer Service team for further assistance.
- For Trenitalia trains, please use the steps set out below.
- For all others, please see our Exchange and refund conditions for reservations webpage for more information.
Next, for Trenitalia trains, follow the below process:
- Step 1:Log into your account and then go to Reservations Overview.
- Step 2:Select the Reservation you wish to exchange and then click ‘Change reservation’ at the bottom of the screen.
- Step 3:Check the journey details in the pop up. If the journey is the one you wish to change, click the ‘Next’ button.
- Step 4:Choose a new time and date and then click ‘Next’.
- Step 5:The details of the current Reservation and the new Reservation will appear. To confirm the change from the current Reservation to the new Reservation, click the ‘Change reservation’ button and then ‘Done’.
How to request a refund of a Reservation
Do not follow this refund process if your train was cancelled or you will miss your train due to delays – instead, contact Customer Service.
- Step 1:Log into your account and then go to the Reservations Overview.
- Step 2:Click on ‘Refund tickets’ for the Reservation concerned and then click ‘Next’.
- Step 3:If the Reservation is refundable, our system will show the calculated refund amount beneath the Reservation that you wish to cancel. If you agree to the refund amount, click on the ‘Confirm refund’ button to confirm your request.
Please note, if the request for a refund is confirmed, no further refund in relation to that Reservation can be processed.
- Step 4:After confirming your refund request, you will see a message confirming your request. In addition, if the Reservation is:
- an electronic Reservation, the refund will be automatic once your cancellation is confirmed.
- for a paper Reservation Ticket, the paper Reservation Ticket will need to be returned to the Eurail office by no later than one month after the date of the refund request (Eurail will provide a return address to which the Reservation Ticket must be sent). After receiving the paper Reservation Ticket, Eurail will attend to refunding the applicable refund amount as soon as possible. Please note, the Customer is responsible for the costs of returning the paper Reservation Ticket(s) to our office. These costs will not be refunded or reimbursed. If the paper Reservation Ticket is lost in the post, Eurail will not be able to refund the purchase price of the lost Reservation Ticket(s). For that reason, it is best to use registered shipping.
