I’m Dissatisfied

Aren't you embarrassed?

Your website is so full of glitches, aren't you embarrassed to present your company to your consumers in the state it is in? Hundreds of your customers on this site and tripadvisor who all have the problems of not being able to complete bookings, booking processes stalling, sites not loading, credit cards getting charged but customers not getting confirmation emails for days thereafter... In this day and age, you should be capable of having a site that works!
I have already asked a customer service representative if I can make bookings over the phone, they said they don't do phone booking. Well, let me tell you this: you dont do online bookings either, since your site does not work!!
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  • Jeff (Official Rep) March 26, 2015 21:16
    Hi Gloria,

    We are very sorry for the experience you've had using the website.

    On our site, it states that orders can take up to 48 business hours to be processed.

    There are thousands of trains across Europe operated by countless different companies. We are unique from other ticket vendors in that our website is one that coordinates the fares and schedules of these companies. As part of this process, we rely on the availability provided by the rail networks and train operators in Europe, as well as the links to their respective booking systems. Therefore, it is a coordinated effort between ourselves and the train operators in Europe to provide the most up-to-date information so that requests can be fulfilled.

    If the rail network of a particular country hasn't updated a specific train into the international booking system, we would not be able to sell tickets for that train.

    Out of the hundreds of orders placed daily, it is only a very small percentage when such an issue might arise, and we are regretful of those instances. Naturally, our goal would zero percent, and that is what we hope to achieve in our attempts to improve the website. As part of our constant efforts to improve our site, there are rare periods when maintenance will occur. It is only during these periods when you would encounter slowness or stalling.

    We are also unique from other ticket vendors in that we do have a contact center to provide assistance, and customers are able to place orders by calling. Therefore, if you do encounter any issues, please feel free to call. We can be reached at 1-800-622-8600. Our current hours are 8:00 am to 7:30 pm CT Monday through Friday and 8:00 am to 4:00 pm Saturday and Sunday.

    The charges you are referring to are 'pre-authorization holds', which are the standard for any transaction done on the internet. If it happens that an order isn't able to be confirmed, a pre-authorization would drop off after a few days. When a request isn't able to be confirmed, we would contact you to offer the best possible alternatives, and nothing would ever actually be charged to a credit card unless the order is able to be confirmed.

    Again, we apologize if you've experienced difficulties using our site, and please feel free to call us for any assistance.
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