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?
    • Jeff (Official Rep) June 28, 2016 21:35
      Hi Igor,

      If you'd like to check the status of an order you submitted, you would have to call us. We can be reached at 1-800-622-8600 or 1-847-916-1028. Our current hours are 8:00 AM to 7:30 PM CT Monday to Friday and 8:00 AM to 4:00 PM CT on Saturdays. I'm sorry, as we are not able to assist with specific orders through this forum.

      Your card would only have been charged if there was a confirmed order that was finalized. Otherwise, what you're referring to is merely a 'pre-authorization hold'. 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 submitted an order that was never finalized, nothing would have actually been charged to your card. In such an instance, the pre-authorization hold does 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 hold will drop off and disappear within a matter of days.
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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.