I’m frustrated

My booking didn't go through, but I was still charged

I have booked tickets several times over the past few days and every time i do it says it can't finalize my booking but my credit card has been charged for each booking. i have received no confirmation emails or anything so i am out of pocket by nearly $800 and still have no tickets. Please someone solve this problem or put me in contact with someone who can.
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  • Jeff (Official Rep) May 15, 2014 14:47
    Hi Pat,

    We're sorry to hear about the charges. The charges you are referring to would merely 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. However, this does not mean that any actual funds are charged until the order is able to be confirmed on our end. If there was never a confirmed order, nothing would ever have actually been charged to your card. In such instances, the pre-authorization holds do appear on statements, and a 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 the pre-authorization holds will drop off and no longer reflect on your statement within a matter of days.

    If you still see pre-authorization holds reflecting on your account after several days, you would call us at 1-800-622-8600.

    Rest assured, pre-authorization holds are the standard for any internet transaction and drop off after just a few days. Additionally, no actual funds are deducted as a result of pre-authorization holds.
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  • Hi Pat,

    the same thing happened to me regarding the finalizing error, but I was still charged (by raileurope.com).

    Has the money gone back into your account? because after 10 days they have stil retained my money (and I see Jeff says this will drop off after a few days, which is a lie).

    My bank says this is unusual and was advised by them to contact the company immediately about this issue.

    Still waiting to hear back from RailEurope!
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  • I’m frustrated
    Same problem here and so far no feedback from RailEurope.
    I've sent this message twice but no response so far. The trip day is coming soon.
    --
    Hi, I've tried to buy a ticket (reservation number 36374423).

    AVE 03113 ­ MADRID PUERTA DE ATOCHA ­ BARCELONA SANTS ­ 1 Passageiro Ida 01/07/16 ­ 11:30

    By the end of the process my card was charged but the ticket was not issued. I'm very concerned that no confirmation from RailEurope was sent to my email.

    Can you please issue the ticket and send me the confirmation?
    • view 2 more comments
    • Jeff (Official Rep) July 20, 2017 20:47
      I’m very sorry if you’ve had a negative experience. I assure you, we are a real company. I sit in an office, most of my days, alongside people selling rail tickets to thousands of customers daily, which are used all throughout Europe.

      If you did not receive an email for e-tickets you purchased, you would simply need to contact us. We apologize if there are substantial hold times; we are in the midst of the busy travel season, and we are the only company of our kind that staffs a call center to provide assistance to customers. You would remain on hold until one of our agents is free to assist you.

      With this said, please note that this forum is for residents of North American countries booking on www.raileurope.com, www.raileurope.com.mx, or www.raileurope.ca. With that being the case, we do not even sell any products in euros, and there are no taxes. Our products are sold in U.S. dollars on www.raileurope.com or www.raileurope.com.mx and Canadian dollars on www.raileurope.ca. Therefore, please verify that we are the actual company through which you're attempting to purchase your tickets.
    • Please people in the world. Never ever used this hoax scam website.. name raileurope.com they are fraud. Your sorry is never ever acceptable.. damages have done!!! Scam... shutdiwn your website for grievances reliefs.
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  • This reply was removed on 2017-01-24.
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    • Jeff (Official Rep) January 24, 2017 14:53
      Hi Jamie,

      I'm sorry, however, we are not able to assist with specific orders through this forum. If you need to check on a specific order you placed, you would have to call us at 1-800-622-8600 or send an email to customercare@raileurope.com. If you send an email, please be sure to include the booking number, as well as your full first and last name. However, please note it can take up to 48 business hours to receive a reply to email correspondence. Therefore, if you need more immediate assistance, you would have to call us. Our current hours are 8:00 AM to 6:30 PM CT Monday to Friday.

      In the meantime, your post will have to be removed from the messageboard. With this being a public forum, posts containing booking numbers, email addresses, or any information that we would classify as 'personal information' are removed for security purposes.