I’m worry

I paid but I didnt receive my tickets yet

I made a reservation and paid by credit card but the site sent me a message that my order just will be finished when I contact the site, however the price is already charged in my crediti card.. what is the problem?!
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  • Jeff (Official Rep) March 02, 2015 20:22
    Hi Luana,

    If your order has not yet been able to be confirmed, then your credit card would not have been charged. What you are referring to is likely merely a 'pre-authorization' check, in which case no actual funds are deducted.

    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. Rest assured, pre-authorization holds are the standard for any internet transaction and typically drop off after just a few days.

    To check the status of your order, you would call us at 1-800-622-8600 or 1-847-916-1028. Our current hours are 9:00 AM to 7:30 PM ET Monday to Friday and 9:00 AM to 5:00 PM ET on Saturdays.
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  • Is not possible to me call this number cause i live in BRAZIL, please give me another way to check the status of my order.
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  • Jeff (Official Rep) March 02, 2015 20:36
    Please note, we are 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, due to local restrictions. Residents of countries outside of North America would have to book through an affiliated agent in their own country or region. You would have to contact the actual vendor you purchased your tickets from. If you are from Brazil, you would have likely attempted to book through an agent there, and the website for the agent you would need to contact with your inquiry is: http://www.raileurope.com.br/.

    If you did attempt to place your order on our site (www.raileurope.com), you can reach us by calling our direct number 1-847-916-1028 to check the status of your order. Otherwise, you can send an email to 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. However, please note it can take up to 72 business hours to receive a reply with regard to email correspondence. Therefore, you might want to call us, especially if your departure is soon from now.
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  • I call to Visa and they informed that it was not a pre-authorization it was already charged , and the number of authorization is 070241.
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  • Jeff (Official Rep) March 02, 2015 21:16
    If there was never a confirmed order, then nothing would've actually been charged to your credit card. In any case, we are not able to assist with specific orders through this forum. If you would like to check on the status of an order you submitted, you would have to contact us either by calling us at 1-847-916-1028 or by sending an email to 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. However, please note it can take up to 72 business hours to receive a reply with regard to email correspondence. Therefore, you might want to call us, especially if your departure is soon from now.
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