RailEurope.com Reviews

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RailEurope.com Reviews

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    How do I know I can trust these reviews about RailEurope.com?
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    Page 2 Reviews 10 - 40
    tina increased rating by 3 stars.
    Customer ServiceSales & MarketingStaff
    After a positive interaction with RailEurope.com, tina increased their star rating on July 11, 2022.

    Updated review: July 11, 2022

    After posting my opinion of RailEurope in view of their poor response to my complaint re being issued single tickets instead of returns I am pleased to say they revisited my complaint. They have now refunded me the cost of the return tickets.

    Original Review: July 5, 2022

    Booked return rail tickets in UK but, using the collection code given, only got single tickets. Had to pay again for return tickets. Complained to Raileurope and, after nearly a week, a lady called Nayana, who has atrocious English, e-mailed me and said I should have asked for assistance at the ticket desk. Naturally, I had done this but they couldn't help as it was nothing to do with them...they told me I'd have to pay again and claim for the tickets from Raileurope!! This company is just a scam.

    Reviewed June 11, 2022

    I purchased five tickets for travel in France. One person in my party of five could not travel due to medical reasons. I contacted RailEurope to get a refund for this person, this was done on May 21st and our travel date was not until 6th of June. I received an automated email telling me that someone would contact me within 72 hours. NO ONE contacted me to address my request. My next trip to Europe will NOT involve RailEurope ticket sales. Look elsewhere to purchase tickets.



    Customer ServiceStaff

    Reviewed April 27, 2022

    We had to cancel our trip because we could no longer travel to Russia. We asked Rail Europe Customer Service to give us a refund and they said, "Sorry, not possible." I wrote back asking them to take it to senior management to reconsider and they came back with, because we were not from Ukraine, we cannot cancel. This is just pure greed from a Company that sells tickets on behalf of independent railroads and you can be sure that while they take the money from the consumer, they will not be passing the funds to the rail lines because we had to cancel through no fault of our own. Please, try to do anything you can to book your rail tour with anyone other than this greedy unsympathetic company. It's a shame that employees have to work for a company as awful as this one.

    Verified purchase
    Sales & Marketing

    Reviewed April 22, 2022

    BEWARE. This company is a scam. Reposting my review because the company keeps trying to flag my review as false... DO NOT USE THIS SCAM SERVICE. Contracted covid while abroad and had to cancel my train ticket with RailEurope.com. This was a $500 train ride in Switzerland and they REFUSED to refund me. I shared all of my covid results and a proof of contraction from a pharmacy. They still wouldn't give me my money back for a trip I could not take due to COVID!! Insanely terrible business practices. I really hope they go out of business. Total scam.

    Customer ServiceContract & Terms

    Reviewed Jan. 25, 2022

    RailEurope will sold me tickets marketed as "fully refundable for free prior to the date of travel". However when I contacted them to refund these "fully refundable tickets", they have refused to give me back my money. They are hiding behind a vague statement buried in the fine print of the email I received AFTER purchase that says "some tickets MIGHT be non-refundable" when you download a copy. However this is after the specific booking conditions in the email stating that my tickets ARE fully refundable for free. In contractual situations a specific statement will always take precedence over a general, non-specific statement.

    RailEurope tries to pass off the blame on the train operator, but as the ticket seller and the authorized distributor, RailEurope has a duty to its consumers to CLEARLY communicate the terms and conditions of the ticket booking. In obviously failing to do this, RailEurope is misleading consumers and pocketing the extra money as a result. This company should be ashamed of itself.

    Customer ServiceCoverage

    Reviewed Dec. 16, 2020

    I purchased tickets before the pandemics started. I agree with all the posts this year that they are the worst. Their policy says if the train cancels they will refund you. After numerous emails I have been sent in circles. They lied to my credit card so now they won't cover the dispute. Beware. I won't use them ever again.

    Customer ServiceSales & Marketing

    Reviewed Aug. 9, 2020

    Purchased tickets for myself and wife in January and before the pandemic requested for refund. It’s so sad that no one responds to your emails and no contacts. This is a scam and would not encourage anyone to use their services. So sad.

    Reviewed June 19, 2020

    You will never be able to get your money back from them. The site takes you around in Circles, no one to communicate with. We spend over $500 in tickets. Due to pandemic we were unable to travel. They stole our money and will steal yours too.

    Customer ServiceReliability

    Reviewed May 13, 2020

    I booked 2 passes with them for this 2020 summer. Obviously, I am unable to travel during the pandemic. I am currently being given the runaround to get my refund (or at the very least a new ticket for next year).. Being made jump through hoops (phones disconnected or endlessly busy, generic unsigned emails with no phone numbers to call back, now the website is on lockdown etc), to now be told (after purchasing a protection for those tickets) that I need to provide the airwaybill number of the delivery company that sent them to me (6 months ago!!!!), WHO KEEPS THAT? I will never say it loud or often enough: DO NOT USE THIS COMPANY; they are not reliable. I wish I had read the reviews beforehand. I hope I help at least one traveller.

    Reviewed April 17, 2020

    So before booking them in January 2020 for my trip from Minnesota to Europe, I saw all the horrible reviews. But I thought it'd be ok. Then the coronavirus, Covid_19 happened. Travel bans, closure, quarantines made me going impossible. I requested a refund over a month before I was supposed to get on a train. They refused. They stole my money for a trip I couldn't take. Do NOT book with them.

    Customer Service

    Reviewed March 30, 2020

    I was told twice that my train tickets are refundable due to Covid-19 outbreak, but I am getting a continual run-around. According to their response, every person has said that it is not their responsibility to issue the refund and they pass me along to somebody else. Now they won't even respond to me. Do not buy from this company.

    Contract & Terms

    Reviewed March 19, 2020

    I purchased a refundable ticket and they refuse to issue a 85% refund - per their terms. This is during the COVID-19 outbreak. I can not believe they endorse stealing. How is this a legitimate business practice?

    Reviewed March 2, 2020

    I contacted Rail Europe to cancel tickets due to the coronavirus. I was told that the rail service was not refunding any tickets due to the virus outbreak. I am not sure if this the railway position or if it is just this service. I will not be using this service again and would advise the same for anyone else contemplating this service.

    Customer ServicePriceStaff

    Reviewed Feb. 5, 2020

    If I could review Rail Europe a negative star, I would. This company does not deserve any stars whatsoever! Horrible experience!! Consumers. Please STAY AWAY from this fraud agency. I bought 4 euro Spain passes and I couldn't book my seats. Every time I would check, no schedules would be fully open. I would log in to their live chat, and every person I would speak to would give me different answers. One of their reps told me that it would take a few days even though another one of their colleagues said to wait till next month. They had me going in circles! They provided me a phone number for customer service. I called. It was a machine who sent me back to their live chat. I cancelled my tickets due this reason. Being misinformed and not being able to book my seats! I get an email from Tejal... that it would take 10 business days to get refunded only for the passes... NOT the protection plan!

    Why do I need to get refunded only for the passes and not the full amount?? This is how they make their money! I emailed Tejal. Never heard back! I jumped on live chat. They now give me a priority phone number to call. I call... I explained the situation. The person I spoke to said that they would have me speak to their supervisor. What does the supervisor do? HUNG UP ON ME! Sooooo frustrating!!!! They will misinform you, they will not upload schedules, so you can pay full price. They will charge you fees on top of fees. This is how they make their money!! STAY AWAY!!

    Reviewed Jan. 12, 2020

    All the other reviews pretty much sum it up. Poor service, canceled trains, lack of refunds, etc. You actually don’t need Rail Europe. They are a broker, instead try the actual train site or just buy the ticket at the station. You will save yourself lots of money and grief.

    PricePunctuality & SpeedStaff

    Reviewed Jan. 1, 2020

    Several weeks prior to our planned departure, we purchased 6 Eurail Global Passes for our family trip. We also purchased their “Travel Protection Plan” which started it covered lost or stolen passes, cancellation once no questions asked, and other assurances. As it turned out, my husband who is 77, was suddenly hospitalized 4 days prior to our departure for Europe.

    After his week’s confinement, we attempted to exercise the Rail Protection Plan to cover our outlay of over $1,000. Even though the planned return date of our trip was not yet up, Rail Europe refused to honor their “insurance” because the passes were not returned to them before our scheduled departure date! To add insult to injury, I had to spend $38 to UPS the passes back unused in addition to the cost of their “Travel Protection Plan” (approximately $138.00). They refuse to refund the price of our tickets or any expense based on a fine print technicality. DO NOT USE THIS COMPANY! They do not care about their customers.

    Verified purchase
    Customer ServiceContract & TermsSales & MarketingPriceStaff

    Reviewed Dec. 13, 2019

    At first I would like to say that we are used to travel through a large part of Eurasia and North America since late 1970-s. This year RailEurope advertised a "Black Friday" sale. The price was good, so I ultimately ordered a 3-month rail pass for myself and 3 days in one month rail pass for my son. The sale started very bad: the site of RailEurope was unable to take the order for about two days because they did not program it correctly. There was no way to contact them by the phone, I had to e-mail to the head of customer support, Shirlee **. After three days being lost, they fixed the problem of their website. But it was a limited sales event, with three days already lost.

    The next problem was again with their website: it is unable to deal properly with the situation when the charge is first declined by the credit card, than re-authorized. In such situation the credit card is ultimately charged because the charges after the call to the credit card issuing bank goes through - but at a later point their system will fail. You will be asked to book again (with already a pending charge!). One more day was lost just due incompetent booking system. Finally, in the last moment the booking was made properly - but it took 4 days.

    The next challenge was the delivery. The driver of the DHL made a mistake and delivered the envelope to the wrong person within the same apartment building. We do not even know, who got the tickets because only her last name ("Larissa **") is known. This was discovered 2 days before the travel should begin. The answer of the RailEurope customer service was that we have to work it out with DHL. However, our contract is with RailEurope, not with DHL. We had no influence to choose the carrier.

    As of today we still do not have the tickets we bought. Given the attitude and the incompetence of the customer service I am not optimistic. Under such circumstances they should send the missing documents by a different carrier overnight. The price of the tickets is 1110 Euro. It is obvious from the DHL tracking that the delivery wasn't signed by the proper person. The only positive is that RailEurope does not charge for the ticket delivery. But given the loss of time and frustration the saving is not worth it.

    Contract & TermsPrice

    Reviewed Dec. 6, 2019

    Rail Europe booked train travel for me from Vienna to Paris, taking me first to Munich then Stuttgart then to Paris. Due to a rail strike the last leg was cancelled. Rail Europe would not refund the cost of the entire trip, only the Stuttgart to Paris segment. I understand it was not their fault and that part of it was running, but my agreement with them was to get me from Vienna to Paris, not to Stuttgart where I would need to wait three days before I could get a train. I ended up booking a flight to get where I was going. Not their fault but they did not do what they agreed to do. I don't think that should be money out of my pocket. Won't use them again, that is for sure! Wish I had read the reviews before I booked with them.

    Customer Service

    Reviewed Dec. 6, 2019

    Traveling to Austria and then to Slovenia for the first time we wanted to experience as much of the beauty of the country as possible. What better way than to book a train from Salzburg to Slovenia? First we were mailed the tickets along with someone else's tickets. They were incomplete so no way to get in touch with them. We had a train switch along the way. We had 10 minutes to reach the platform. We got to the platform only to find someone yelling at us to get on the bus to go to Slovenia. No train. No reason or explanation.

    We were jammed onto a crowded bus and made to travel in extreme discomfort to Slovenia. I emailed Rail Europe asking why we were on a bus. They said we weren't on a bus. Really??? Then they said they would check on it. Then they wanted proof we were made to ride a bus. Then they wanted us to mail our tickets to customer service in India. Then they let us know they received them. Two months later they say they are looking into it and no guarantee for refund. Just don't try it. There are so many bad reviews that I wish I had read in retrospect. Their lack of service and communication is deplorable.

    Customer ServicePunctuality & SpeedStaff

    Reviewed Oct. 28, 2019

    Booked several months in advance and paid for the insurance through Rail Europe. Rail travel from Rome to Milan on the Trenitalia and Milan to Paris overnight 1st class family sleeper car on Thello train. Notified by Rail Europe one day prior to our trip July 9 (in a very confusing email) that overnight train cancelled due to a mudslide from July 2nd in the French Countryside. Informed by email to proceed from Rome to Milan on first segment as there would be no interruption and we’d be taken care of by Thello in Milan to Paris and that our trip would not be ”affected.”

    This was our first trip abroad - we tried calling for clarification - no answer or human voice. One email telling us essentially to continue with our travel no worries. Several attempts to reach them by email - both train companies plus Rail Europe no response. We arrived almost midnight as planned in Milan and were rushed to a bus! A bus without bathrooms, no room for our family to sit together, no communication on arrival time or bathroom breaks. No food safe enough to eat. They gave water bottles though. The bus driver made 2 stops to smoke which allowed for bathroom breaks at very sketchy locations. There were two Thello staff members who did not communicate to anyone and sat below with bus driver. We paid in advance for first class private sleeper car. We planned a year for the overnight train experience.

    We encountered a frightening tire blowout and learned after walking around the bus that most of the tires were without tread/bald and unsafe. We were in the middle of nowhere. The bus driver acted as if this was normal. We took photos of the bald tires and dismal condition of the bus overall. Other families on the bus were visibly shaken and upset. We had poor cell service (trying to determine if other mode of transportation available) and no outlets to charge phones on the bus. Later we noticed that the exit doors were blocked with boxes and that our luggage was tossed on random empty seats on the 1st level (we sat on 2nd level). Overall a stressful trip. We were delayed for our one and only day visit to Paris. We arrived in Paris after being on that bus 15 hours! Upon our exit from the bus, the two Thello reps gave all of us all a complaint form and told us to file a claim. As it turns out they could speak English fairly well!

    We have emailed Rail Europe and Thello several times and since July 2019 the only reply we have to date from Thello: “reviewing our claim” and they will get back to us in 4 weeks - that was almost 8 weeks ago and several attempts to reach them by all communication modes. And from Rail Europe: they are reviewing are claim and will get back to us 4-6 weeks. We have heard from rail Europe - they are waiting to hear from Thello!! We bought the insurance through Rail Europe! We sent all communication and photos. The customer service has been a huge disappointment! All we are seeking is the amount paid for 1st class private sleeper tickets from Milan to Paris. The replacement travel accommodations were unacceptable and unsafe. Communication would have made a difference. Very disappointing how this has gone on almost 12 weeks without consideration.

    Sales & MarketingPrice

    Reviewed Oct. 28, 2019

    Please read all the reviews on this site. I wish I had. Raileurope is nothing but a scam. Very deceptive and there's no reason to buy from them. Buy direct. Cheaper and better service. They will fee you to death. And after I realized all the additional charges I tried to cancel (literally minutes later), they said I could but it would cost be about 22%. And there are so many caveats you're sure to get screwed even more. They make all their money on added fees. Run from this company.

    Verified purchase
    Customer ServicePunctuality & SpeedStaff

    Reviewed Oct. 27, 2019

    I was taking train from Paris to Salzburg together with my girlfriend, and there are few connecting trains in between which I will breakdown below:

    1. Paris - Stuttgart (Ticket printed with First Class seat confirmation.)
    2. Stuttgart - Munich (Ticket can only be printed at ticket machine located in train station within Germany) So I could not print beforehand, however email confirmation has my seat number and I bought First Class.

    3. Munich - Salzburg (Same scenario as no.2 except that this train is free seating so no seat reservation is needed.)

    The gap time between the first train and second train only had about 25 mins, which I thought should be sufficient at first. However, the train arrived at Stuttgart 20 mins late which left me with only 5 mins left to print the ticket, look for the terminal for the next train and board the train before it departs. When I was only left with 5 mins, I had no choice but to give up searching for the ticket machine to print out the physical ticket, I used that precious to find the correct terminal to board the train which I did.

    As soon as I arrived at my seat as per my email confirmation (Refer to no.2), there were two guys sitting at our seats and say they have the same seat number. So, we went to this lady staff in the train, so I explained to her that I only had email confirmation as the previous train was late and I had no time to print out the ticket, I also informed her about our seats taken by somebody else. She told us that the train was fully booked, so there might be case where a seat had double reservation, and she asked us to sit at wherever was empty which we did.

    But halfway through the journey, there was this ticket inspector guy to check on the train ticket, so I was explaining to him about I didn't have the ticket, and I showed him my email confirmation with the seat number. He didn't seem to understand English, and kept on shouting at us for ticket. I also spoke to him that I have explained to one of the lady staff about my encounter. He didn't seem to understand until I needed to look for the same lady and asked her to explain to the inspector.

    So, to sum this up: 1. Train from Paris to Stuttgard arrived 20 mins late. 2. Had no time to print the ticket and had to rush to make it to the next connecting train. 3. Booked/bought first class seat, and ended up having somebody taken your seat. 4. Shouted at by the inspector for not having physical ticket. 5. Didnt get any peace of mind throughout the train ride from Stuttgart to Munich. Purchased first class ticket for better service but got me mad throughout the train ride from Stuttgart to Munich. Great.


    Reviewed Oct. 19, 2019

    I booked SNCF Train tickets from Paris to Bayeux a month before going on my trip. I did not look at the reviews on-line prior to booking. I did so after and got very anxious based on what I saw however, I did not have any issues. In fact aside from the worry that I got from on-line reviews, everything went well. I booked online and was emailed two digital tickets instantly. I also received follow-up emails reminding me of my upcoming trip with ticket information. The prices were comparable and it was as easy as printing my tickets and scanning them at the gate.


    Reviewed Oct. 12, 2019

    This company adds a surcharge for their train ticket booking service. They are only middlemen who charge. There are no savings or advantages to booking a train with this company. Book directly with the SNCF and save money and disappointment. Do a little homework.

    Customer ServiceSales & MarketingPriceStaff

    Reviewed Sept. 21, 2019

    Back on Aug 2nd, my three travel companions and I booked four tickets from Seville to Madrid for Oct 2nd. They were the best advertised price at 23 euros/person. My card was charged for $99USD at that time but I never received a confirmation. Upon reaching out to their company that same night, Sia emailed, "We are waiting for RENFE to load fares and schedules for all routes in Spain for all upcoming travel. Once we receive the confirmation from the rail carrier, we will notify you. We appreciate your patience and ask that you wait for a response from our web booking team". I practiced extreme patience until my companion asked me to reach out to Rail Europe on Sept 19th.

    I spoke to Scott in a Rail Europe live chat where he informed me that the order never went through in spite of taking my money and he could not honor the first 23 euro ticket price nor could he compensate me in any other way or do anything more than give a worthless apology. At this time, tickets had tripled in price. Even though I now despised this company, we purchased another set of four tickets for $223 from Rail Europe. Received an email this morning from Felicia stating that this price was also "unavailable" and we needed to pay $96 more to successfully book our tickets. WHAT A SCAM!!!

    I sent her two emails with some strong choice words and she never even apologized for the inconvenience but did say that I would get a full refund. And I better get a full refund for the first booking, as well. DON'T EVER USE RAIL EUROPE. Use Trainline (no booking fees) or direct from RENFE. At least you'll have immediate notifications of unavailable train times and tickets delivered immediately to your email. I can't believe Rail Europe is a real company with all of their inefficiency and incompetence!

    Verified purchase

    Reviewed Sept. 18, 2019

    Booking **. I made the above booking, they froze the funds in my bank account but failed to issued tickets and told me that it was because the bookings/timetable is only available within 2-3 months of travel but in my case the travel was within 1 month so it did not make any sense. DO NOT BOOK WITH THIS COMPANY. I wished I had read the reviews prior booking with Rail Europe. They told me it would take up-to 15 days for the funds to be released which I find to be crap. BEWARE OF EURORAIL.

    Reviewed Sept. 17, 2019

    This company is absolutely awful! It is a SCAM. DO NOT buy train tickets through this company. They are NOT tickets. It is simply a reservation to buy a ticket. Buy your tickets at the train stations and DO NOT go through this company.

    Customer ServicePunctuality & Speed

    Reviewed Aug. 31, 2019

    We are a tour company, we have used RailEurope for two years now. They have messed up almost all of our bookings. Names misspelled, misinformation. They tell they have sent us the tickets, they never show up. Misbookings. They never read a complete email. Never answer all of your questions. NO 24 SUPPORT. DO NOT USE! YOU WILL BE VERY SORRY. And on top of everything else,they do not care, they act like it is your fault. Did I mention that you will be very sorry if you use them?


    Reviewed Aug. 21, 2019

    My wife and I set up our dream vacation, something in planning for more than a year. We purchased 2 first class tickets from Lugano Switzerland to Basel Switzerland for travel about 45 days out. We picked a specific train time and routing. We received instead (via mail) paper tickets with no reservation but instead an open booking good for 3 days. This essentially puts us in the "take your chances" mode. I immediately requested a refund and also notified my credit card company to execute a charge back. RailEurope employee (40 minutes on hold) was not helpful and insisted that I should have known this but he could get us reservations for an additional fee. No idea how this will resolve as yet.

    Customer ServiceCoveragePunctuality & SpeedStaff

    Reviewed Aug. 15, 2019

    I made reservations for the Eurostar from Paris to London. When I looked at the printed information, it had us on the wrong day. I don't know if that was my mistake or the company's. So I tried calling to make a change - I was on hold for almost an hour! Finally through an online chat I requested a callback. Apparently one cannot makes changes online. So the guy who called me back was nice but he told me the change of date would increase my fare, in addition to change fees which were more than my original fare. So I asked him to check other times which might be cheaper. He found one, but it was not convenient for me. So I said to leave it as is.

    Well he had already switched it to the wrong time and he would not admit that it was his mistake. To change it back to my original time, I would have had to pay even more, however I had purchased the one time change insurance at the beginning of the call. Activating the insurance saved me from another $200 of cost! But now I have no insurance because it only protects a one time event. It was the company's mistake to change the travel time - they did it without my authorization! They should at the very least reinstate my insurance. NEVER USE THIS COMPANY! They were the first item to pop up after my google search for Eurostar; I assumed that was the Eurostar company. That was my first mistake. Beware! This company rips people off!

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