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Pass stolen, how to get RPP coverage?

I was robbed in Brusells, Belgium. My global pass was stolen. With the protection plan, how can I continue my journey? And how should I ask for RPP reimbursement?
Can I still continue to travel or I have to come back to North America immediately?
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  • Hello,

    We are sorry to hear that your pass was stolen in Brussels. Since you did purchase the Rail Protection Plan, you would need a police report, and then you would need to purchase replacement tickets or a replacement pass. Keep all of your receipts and send everything to us when you return.
    You can go to the Eurail Aide office at the Brussels Midi station and purchase a new pass there. Or if you have time, you can contact us at 800-438-7245 and we can sell you a new pass from the states and mail it to you in Belgium if you will still be there.

    I hope that you are able to resolve this quickly and are able to continue your travels with no other issues.

    Thank you,
    Jen
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  • I’m ANGRY
    We lost our paper tickets while in Europe. We went to a Rail Europe station to get them re-printed (we had all of the confirmation information) and they refused to re-print them. What kind of customer service is that? Additionally we were informed because we purchased them in the US, that their systems in Europe didn't link the to one in the US. We had purchased them online from RailEurope.com! Not sure what kind of business you are running, but not re-printing lost or stolen tickets is TERRIBLE customer service. And on top of it, giving ridiculous excuses is even worse.

    This reply was created from a merged topic originally titled
    Rail Protection Plan - Stolen Tickets.
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  • There are many offices around the world that carry the Rail Europe brand name. However, these offices are not linked as they are independent, regional agencies. Because the pass was purchased through the North American office, you have had to contact them in order to get resolution.

    Please send your replacement pass or tickets to our North American offices and our customer relations department will be able to initiate the refund process. If you have further questions regarding your refund, you may email us at customercare@raileurope.com.
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