Havent Received Confirmation Email

Two days ago on Feb. 5 I ordered two tickets from Rome to Florence with my Visa debit card. When I pressed the confirm button, the screen told me there was an error. However, my card was charged $89. I have not gotten any confirmation emails about my trip and I am getting nervous.
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  • Hi Sarah,

    We have researched our system under your name and do not show an order was placed with us, on www.raileurope.com. You will want to contact your credit card company for further assistance.

    Thank you,
    Theresa
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  • Hi Sarah, the exact same thing happened to me and was advised by my bank to contact the company directly about this issue.

    Sarah, have you had any luck with your bank, because it seems they are rather unhelpful here?

    I had tried to purchase rail tickets myself (Barcelona to San Sebastian return) on ywww.raileurope-world.com. However after selecting the journey, then entering my credit card information and selecting confirmation, an error appeared saying that you were not able to finalise the purchase. I was shortly notified by my bank that you had in fact retained €160.20 from my account. With nothing purchased! I did not receive any notification nor email nor any purchase reference.
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  • I have the same problem!!! I booked and a message appeared that I needed to contant them to finish the booking. I contact them and they tell me that nothing had been charged and if I would like to proceed on the phone. I say yes and for some reason my credit card did not pass through. I asked them to cancel my booking and that I would contact the credit card company. They assured me that nothing had been charged and that they would cancel my reservation. I called my credit card company and they me europe rail has changed me twice. One passed the other on did not. I have not received and confirmation for my tickets and I'm supposed to leave Monday. It is late Saturday and they don't have customer service on Sundays! I don't know what to do
    • Hi Rene,

      For us to assist with this, you would have to call us at 1-800-622-8600 or 1-847-916-1028.

      If there was never a confirmed order, nothing would ever have actually been charged to your card. The charge you are referring to is likely merely a 'pre-authorization hold', in which case no actual funds would've been deducted. Rest assured, pre-authorization holds are the standard for any internet transaction and typically drop off after just a few days.

      We are not able to provide assistance with specific orders through this forum. With this being a public forum, we don't advise sharing order numbers or any other personal information here. Any posts containing such information would be removed for security purposes.
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  • Same thing happened to me 2 days ago
    Haven't received any confirmation
    Is this a fraud or what?
    If this companyi is not serious enough it shouldn't be offering the service, If I don't receive my confirmation by mail I will definitely proceed legally against RAIL EUROPE
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    • El mismo problema de no recepción de mensaje en teléfono para terminar de validar un pasaje de París-Milán de 26 de Abril. El viaje no se realizó y me cargaron dos veces el importe del mismo. Desde el día 2 de Abril vengo reclamando vía mail con su representante en Argentina y no obtengo respuesta definitiva a mi reclamo.
      Me parece increíble el comportamiento de Rail Europe. Negativo total.
    • Jeff (Official Rep) June 08, 2015 18:59
      Buenas Tardes, Mari. Here is a response from one of our Spanish-speaking representatives:

      Tenga en cuenta, somos el vendedor con sede en los Estados Unidos de los boletos europeos y pases para los residentes de los países de Norte América, y estamos separados de los vendedores en otras partes del mundo. Si usted es de Argentina y ha reservado a través de un proveedor de allí, entonces sería quien tendría que ponerse en contacto para obtener ayuda. Yo recomendaría refiriéndose a http://www.raileurope.com.ar/.
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  • I had the same problem, yesterday I tried to buy ticket from Monaco to Milan. The process was completed, I was charged from my credit card but didn't receive any confirmation on my mail diana31331@gmail.com.
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    • Thank you for your answer, but, actually, the situation is not clear for me yet, because I received the message from my bank about charging. PAYMENT 25.95USD KARD #**** DATE 21/03/2016 13:20 ACODE 507346 RAIL EUROPE> WHITE PLAINS>
      I tried to buy a ticket twice from different credit cards. Registration was completed without mistake! So the question is - why I didn't receive confirmation from you on my e-mail? What's wrong? I just need to receive my ticket, because the payment was made. Use this, as you said 'pre-authorization hold' money for ticket! It would be the best way to solve this problem. Could I contact you via Skype or Viber? I'm from Belarus, it is inconvinient to call you on your telephone number.
    • Jeff (Official Rep) March 24, 2016 14:49
      Please note, we are the seller of tickets and passes for residents of North American countries. Generally, we are not able to sell to residents of countries outside of North America, due to local restrictions. With that being the case, it is likely that your order failed, since you're from Belarus. If your order did fail, then the charge you see on your account is merely a 'pre-authorization hold' and will drop off after a few days.

      I'm sorry, however, we are not able to assist with specific orders through this forum. Therefore, the only way to check on your order would be to call us or email us. Our phone number is 847-916-1028. Our email is customercare@raileurope.com.

      If you send an email, please be sure to include the booking number for your order, as well as your full first and last name. Please be advised, however, that it can take up to 48 business hours to receive a reply to email correspondence.

      Residents of countries outside North America would have to book through an affiliated agency, specific to their own country or region. Since you're from Belarus, the website you would use to purchase your tickets is http://en.voyages-sncf.com/en/.
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  • I am still awaiting over 600 euros this company took from my credit cards with no tickets, not being helpful at all. 4 weeks waiting, ruined my holiday
    • Jeff (Official Rep) June 07, 2016 17:01
      Hi,

      We've offered to help you in reply to your previous posts. If you attempted an order with us, please email us at customercare@raileurope.com, so that we can look into the situation. In the email, please include the booking number for the order, as well as your full first and last name.

      If we didn't actually sell you anything, then the charges you're referring to could only be 'pre-authorization holds'. When an order is attempted on the internet, a pre-authorization hold is put on the credit card just to verify the funds. If you had an order that was never finalized, nothing would have actually been charged to your card. In such instances, the pre-authorization holds do appear on bank statements, and a bank 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 that the pre-authorization holds will drop off and disappear within a matter of days.
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  • This is happening to me right now.
    My wife and I booked a ticket from Paris to Amsterdam at 8 am this morning for the Thalys train set to depart at 2:25pm but we still havent received a ticket nor has the merchant "rail europe or thalys" contacted my bank to charge the account. can you assist pls.

    Deepak
    • Jeff (Official Rep) June 16, 2017 17:27
      Hi Deepak,

      I'm sorry, however, we are not able to assist with specific orders through this forum. If you need assistance with a specific order you placed, you would have to call us at either 1-800-622-8600 or 1-847-916-1028. 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.
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