Glitches with printing prepaid tickets at self serve kiosks in Italy

Booked and paid for several point to point tickets before trip to Europe Sept 2014. Received confirmation e-mail,with e-ticket confirmation codes, which I was told to print and take with me. Before each trip, I would then use these codes to print tickets at a self service kiosk. First trip, printer malfunctioned, and would not print tickets. Went to agent, who said that because I had just tried to print at the kiosk, my code could not be accessed for another 20 minutes. She never was able to access, kiosks still not working, had to get on train with e-mail only. Nice conductor gave us the OK, told us to print at our connection. Time too close...lineups to kiosks, missed the train. Kind agent put us on the next train, no charge. On 2 other trips, after putting in the e-ticket number, the kiosks then asked for a "CPN" (sp) code. Well, our e-mail did not include those codes, and the agents could not help, so we had to get on 1 train with e-mail paper only, and another, the agent refused to put us on the next train free of charge, and we had to pay again for a trip I had already purchased. It cost 49 Euros.
I would like to be reimbursed for that, and also to suggest that Rail Europe include the extra 3 digit codes in their confirmation e-mails. The odd thing is that some stations asked for it and others didn't. The agents I spoke with tried to be helpful and carefully checked the e-mail for these codes and they were nowhere to be seen.Any suggestions. Lynne from Canada
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  • Jeff (Official Rep) October 24, 2014 15:47
    Hi Lynne,

    We're very sorry that you weren't able to print your tickets. I have never heard of the kiosks asking for something called a CPN code, so I'm not sure why that would've been requested of you. To request a refund, you would send an email to customercare@raileurope.com. In the email, please be sure to include the booking number for your order, as well as your full first and last name.

    With this being a public forum, we don't advise sharing booking numbers or any personal information here. Any posts containing such information would be removed for security purposes.
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