I’m completely frustrated!

Cannot print boarding passes!

We purchased "rail europe" tickets online a few weeks in advance of our trip from Basel to Paris. We were ready to go and read all the instructions emailed from "rail europe". This train ride was at the very end of our trip to Europe and we were flying out of Paris so this was an important leg of our trip. When we arrived at the Basel train station we were NOT able to print our boarding pass...there was no way of doing this--even though the instructions said "simply go to the kiosk and print your boarding pass". We were stressed out because we had no way of getting a boarding pass unless we RE-PURCHASED the entire ticket! Very fortunate for us we found a really nice desk agent (lady) in Basel 10 minutes before our train left and she stamped the printed email I brought with us. This verified that we tried in Basel to "print the boarding pass" and wrote a note in French & signed it. She also clearly stated that this "happens often" and many times "people re-buy their tickets". She said boarding passes to France through "rail europe" can ONLY be printed in France--at train stations. Another person from Switzerland on our train had the same issue but he did not get the stamp so he had to argue with the train attendant and he even ended up paying for an entirely new ticket!!! "rail europe" needs to figure this out because this is ridiculous for travelers and they need to know this is a problem--especially when their travelers are in foreign countries! The nice lady in Basel said we should have waited to buy them until we got to the train station...this was the only solution she knew of...well, that obviously eliminates the need for "rail europe". Better figure this out or you are going to lose customers--I will not use this again for fear of double paying for my tickets!
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  • Jeff (Official Rep) December 02, 2013 19:27
    Hi Ann,

    We are very sorry to hear of your experience. Please send an email explaining the situation to customercare@raileurope.com, and one of our agents would be happy to assist you.
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  • I’m Angry
    Hi.
    I have excaclty the same problem.
    From London to Liverpool on September 03th.
    there are another passengers in the train station with the same problem.

    The computers or Kiosks are there... but are broken or un available to use.

    the people in charge on the train station the told me that i need to but a new ticket... i spend 165 GPB in the new ticket.... when my original fare was 20 USD!
    • Hi,

      We're very sorry to hear if you're having a hard time at the station. We have received no reports of the kiosks being broken. They should be working. That is a busy station with many passengers traveling through needing to print tickets, and you should not have to purchase a new ticket.

      If you're still having difficulty, you can call us at 1-800-622-8600 or 1-847-916-1028 for assistance. However, we are located in North America, and our current hours are 8:00 AM to 6:30 PM CT Monday to Friday and 8:00 AM to 4:00 PM CT on Saturdays.

      Otherwise, please send an email explaining to customercare@raileurope.com explaining what happened. In the email, please be sure to include the booking number for your purchase, as well as your full first and last name. I would also recommend collecting any other information that might be relevant, such as the names of the employees at the station telling you that you need to purchase a new ticket or the names of any supervisors you spoke with. If you end up needing to purchase a new ticket, I would also recommend keeping the receipt.
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