I’m very upset

No customer service at Rail Europe and I have read these very same complaints from several other people!

I spent almost 2 hours getting your advance tickets online and the return was even worse. Then I purchased the Rail Protection Plan which is no protection at all. It basically covers nothing. I spent $357.60 on tickets for 7 family members who were travelling to Europe on a once in a lifetime adventure to see where their uncle was killed in World War 11. Our plane was delayed but the insurance said you can make one change - no questions asked!!!! Really???? I could not even get ahold of someone on the phone due to wait time and we had to get a later train ticket due to our late plane arrival into France. If I waited for an agent on your phone, I would now lose out on our house reservation that we had in Strassbourg. I am so frustrated and upset with your company that I will make sure the word gets out to every social media site around not to buy any tickets from you at all. The ticket agent was very nice to us but could not help in any way as you sold us the tickets and then we can't even get ahold of you and have no access to internet as we are now in Europe. The tickets he sold us cost the very same price as what I paid in advance on your site 4 months earlier so then why would anyone buy a ticket in advance and buy some scam insurance that covers absolutely nothing???? I am requesting that part of this money be refunded back to me as it was not our fault that this happened. It is the least you can do and our hotel did not charge us the night stay when they should have. I was a supervisor in customer service for Delta Air Lines for 30 years and your company has not idea what helping the customer means. I'm not trying to scam you I just want my family, who can't afford to lose $52.00 each, to get paid back, even if there is a slight penalty. After 4 attempts to call and waiting hours on the phone I would appreciate a phone call in return or a reply to this email. If nothing is resolved then I will definitely go on social media sites to make sure no one makes the same mistake in booking through you for tickets they can get at the same rate on the very day they travel. I have found a consumer site with tons of the same types of complaints about your company. Please contact me asap as I would really like to know that you do have some customer service and would love to get this problem resolved. When I finally reached your agent after several phone calls while in France and just boarding the train with the new tickets we had to purchase, she basically said too bad they can't be changed, insurance or not. I am very disappointed in your company and would like to speak to a supervisor in charge. Please contact me. Jan Schalla
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  • Hi Jan.

    We are sorry to hear if the Rail Protection Plan did not end up serving to be a benefit for you. The Rail Protection Plan is defined directly above where it is presented as an option during the checkout process when purchasing tickets. This plan has come to great use for a large percentage of our customers who have purchased it and then needed to use it under the parameters that are outlined on our website. Customers are free to pass on this option if these parameters do not suit their needs.

    I'm sorry, as we are not able to assist with specific orders through this type of medium. If you have questions about your specific order, you would have to contact us either by sending an email or by calling us.

    You can send an email, outlining all of your concerns, to customercare@raileurope.com. In the email, please be sure to include the booking number for your order, as well as your full first and last name.

    Otherwise, if you'd like to speak with someone, we can be reached at 1-800-622-8600. 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.
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  • I have to say Rail Euope does not help anybody that makes a mistake. When it is within seconds of booking they do not help at all. It is shamefull that they don"t understand they can void and redo, I really think they could do that but they don't want to and shame on you because the airlines do it if it within 24hrs. Why cant you??? People do make mistakesl. SHAME ON YOU!!! Especially if it is within seconds of booking.
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