Comfort class=?

I recently booked 2 comfort class trips of renfe tickets via this RailEurope website. However, after I received the travel documents, one comfort ticket I book is "Preferente" while the other is "Turista Plus". Does "Turista Plus" consider as "comfort class", which has food provided? If not, why does it listed under Comfort? Will I be able to get full refund?
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  • Jeff (Official Rep) August 08, 2012 15:32
    Hi Clare,

    Turista Plus is new class being offered (on trains in Spain), which is essentially more comfortable seating with no meal included. There is currently an error website resulting in these tickets being issued when the Preferente class is selected under the 'Comfort' heading. As a result, you can receive a full refund for this ticket. To request the refund and re-book the correct ticket, you would call us at 1-800-622-8600. We are very sorry for the inconvenience. We hope to have this error corrected as soon as possible.
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  • Thanks Jeff for the explanation! Since I am currently at Asian time zone and hard to call during office hour. Would it be possible for me to do this online? For example, I could provide my booking number: PU-21207006-K6U3
    Thanks again for your help. I appreciated it:)
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  • Jeff (Official Rep) August 09, 2012 16:49
    I'm sorry, Clare, however, it would not be possible to book the correct tickets (Preferente) online. Due to the error, they would be listed as Preferente class, but then they would be issued as Turista Plus. You would have to call us at 1-847-916-1028 to book the Preferente class. You can request your refund on the current tickets by sending an email to customercare@raileurope.com.
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  • Dear Jeff, I experienced the same problem. I selected the first class best option booking a return trip from Madrid to Malaga and just Lund out that the tickets issued were tourista plus which are of lower class than the preferente.

    I have exchanged numerous mails with bookings@raileurope.co.in but I am simply told there is a 60% penalty for canceling my ticket. I am honestly quite disappointed as this is my first time in Spain and I was looking forward to travelling in first class.
    • Jeff (Official Rep) July 25, 2013 14:41
      Hi,

      This messageboard is for the United States-based seller of European tickets and passes for North American countries. We are generally not able to sell to residents of countries outside of North America, and we are separate from vendors in other parts of the world. If you booked through a vendor in India, then they are who you would need to contact. We would have no information on orders placed with vendors in other parts of the world.
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