Mobile Web Page Semi-Flexible Plan

Hello,

I need to exchange my train tickets to an earlier time on the same day. I booked my train through the mobile webpage on my phone and it shows I have a semi-flexible ticket. It says exchangeable before departure for a fee. This is different than what showed up on my confirmation email. It says print at home ticket is non-exchangeable. Obviously, there is a huge difference of what I ordered on the mobile website and what I actually received in my email. The mobile site says nothing about e-tickets. I spoke with someone on the phone, and no there is no way to expand this section to reveal more details as they said there is on the regular website. It simply says exchangeable for a fee. If you cannot help me with this, I would like to speak with someone in charge. I have emailed both customerrelations@raileurope.com and customercare@raileurope.com but they have provided no help. It is not my fault that your cell phone-style web browser page is not set up correctly. Also I looked at the 'Rail Help' page and nothing is mentioned about print at home e-tickets.

I have screen shots related to my problem that are available for you to view below below.





Thank You,
Stephanie Abene
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  • Is there any other phone number that I can call to speak to someone about this matter besides the main Rail Europe phone number?
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  • Jeff (Official Rep) May 29, 2015 20:22
    Hi Stephanie.

    We apologize if you were not able to exchange your ticket. The orders we receive indicate whether or not they were submitted through our main website or the mobile site. I was able to locate your order, and it was actually not submitted through our mobile site. Your order was submitted through our main website, where the correct refund and exchange policies are displayed in full, which is why a refund or exchange would not have been able to be granted. We are very sorry for any inconvenience.

    If you would still like to try requesting a refund or have further questions, you would send an email to customercare@raileurope.com. We are generally not able to assist with specific orders through this medium.
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