I’m anxious

Booking not finalized but already charged to my credit card

Hi! I booked tickets last night with the help of a live chat agent. he confirmed my reservation and i proceeded to payment. After having given all the information needed, I got this message: We're sorry, your booking cannot be finalized.

I checked my credit card provider and was told that the amount for the tickets had been charged to my card! How did that happen??? My booking was not finalized, I did not receive a confirmation in my e-mail, and I did not receive the tickets. Where are my 15 tickets?? Please help me find them. I hope this can be resolved soon. Please help!
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  • To directly assist you with this matter please contact us at 1-800-865-7255. We are available weekdays from 7am-6pm EST.
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  • Yesterday I tried to buy a London-Aachen ticket,was impossible,always the system told me my bank didn ́t approved the transaction. So I bought it at www.sncb-europe.co.uk . Today, i realize that Raileurope had charged in my credit card the transaction ,I never had a code or a reservation or an email from you...so I have nothing . It wasn ́t possible to send any message via any site of yours because a didn ́t have booking reference. The only that send me back a enquiry reference number was raileurope.co.uk....I need my money back,I ́m so angry about this situation.
    • Jeff (Official Rep) August 22, 2013 15:51
      Hi Soledad,

      We're sorry to hear about the charge.

      There is no record for you in our system. The charge you are referring to may be merely a 'pre-authorization hold'. When an order is attempted on the internet, a pre-authorization hold is put on the credit card just to verify the funds. However, this does not mean that any actual funds are charged until the order is able to be confirmed on our end. If there was never a confirmed order, nothing would ever have actually been charged to your card. In such instances, the pre-authorization holds do appear on statements, and a statement would even show the amount of the pre-authorization hold as being deducted from the total account balance. However, you can rest assured that no actual funds were charged, and the pre-authorization hold will drop off and no longer reflect on your statement within a matter of days.

      If you still see pre-authorization holds reflecting on your account after several days, you would call us at 1-800-622-8600.

      Rest assured, pre-authorization holds are the standard for any internet transaction and drop off after just a few days. Additionally, no actual funds are deducted as a result of pre-authorization holds.
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