As a travel agent, I booked a ticket for a guest through this platform and opted for Refund Protection, which claims that cancellations are allowed up to 3 hours before travel. When the guest's trip was canceled, I attempted to process the ticket cancellation via the 'Manage Booking' option, but it indicated that the ticket was non-refundable. This raises the question of why I paid extra for Refund Protection. Since yesterday morning, I have submitted several support requests, yet all I receive is an automated reply stating that the support team will get back to me within 24 hours. It has now been 36 hours with no response. There is no customer care contact number or email available, neither on Google nor on their website. This level of service is highly unprofessional and frustrating. Overall, I am very disappointed and cannot recommend this service.
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Rail Europe is a global travel tech company and the reference brand for European train booking.
We have been the trusted partner of the travel industry and train operators for 90 years. International travellers who want to travel by train easily throughout Europe can book directly through our website and app. We sell around 2.5 million European train tickets every year. Our catalogue of products includes more than 100 brands such as SNCF, SBB, Eurostar, Thalys, Trenitalia, Italo, DB, Renfe, ÖBB, SNCB, NS, OUIGO Spain and National Rail, and rail passes including the Swiss Travel Pass and Eurail Passes.See more
