No Confirmation Email but Charged for Ticket

On September 4, I ordered 2 tickets from Paris to Lyon through your mobile site on the day of our departure. I did not receive a confirmation email or reference number, but my card was charged $208. When I could not recover my tickets at the station, I had to buy 2 additional tickets through SNCF Paris. I have both a credit card statement and photo copies of the SNCF tickets themselves. How can I get a refund for the $208 charge to my card?
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  • Hi Elizabeth,

    Rest assured, if there was never a confirmed order, nothing would have ever been charged to your card; and the charge you are referring to is likely merely a 'pre-authorization hold', in which case no actual funds would've been deducted.

    To verify, please send an email to customercare@raileurope.com. In the email, please include any booking number (if you did happen to receive one), as well as your first and last name. Otherwise, you can call us at 1-800-622-8600.

    I'm sorry, as we are not able to assist 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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  • I’m anxious
    Hello, i was charged too but didn't receive any confirmation email for my tickets. My purchase were in US and not Euros. And it was in fact the pre-authorization confirmation but i called my bank and they told me that i was charged.
    • Jeff (Official Rep) June 02, 2015 16:09
      If there was never a confirmed order, nothing would have ever actually been charged to your card. To verify, please send an email to customercare@raileurope.com. In the email, please include your booking number, as well as your first and last name. Otherwise, you can call us at 1-800-622-8600.

      I'm sorry, as we are not able to assist 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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  • I have exactly the same problem. My credit card was charged, but I've received no email with confirmation numbers. We travel in 3 days. I've sent emails to your support address AND called your 800 number twice. Both times I've called the wait "expected" wait time was one hour. I waited 90 minutes on both calls and no one ever answered. How do paying customers actually get in touch with a human to help them get what has been paid for?
    • Jeff (Official Rep) June 14, 2016 20:33
      Hi George,

      We apologize for the longer hold times. We are the only company of our kind that staffs a call center to provide assistance for customers, and we're in the midst of the busy Spring and Summer travel season. With that being the case, the hold times have become more significant, and we have increased staff in an attempt to account for this.

      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.

      If you need to check on your order, you would call us. Our lines are open until 7:30 PM CT today. Otherwise, I would recommend trying early in the morning right after we first open (at 8:00 AM CT). Wednesdays and Thursdays are generally the least busy days of the week.
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