I’m FRUSTRATED

Quality Control -- how do you miss including a ticket?!?!

I received the tickets for an upcoming trip my mother and I are taking. Luckily I thought to double-check the tickets because guess what? A pair of tickets was missing!

There is no customer service number to call for problems with tickets -- only the reservation line and the call back time today was >3 hours. (which is totally unacceptable btw)

I've already sent an e-mail, but wanted to highlight that 3 hours for a call back and 3 days for a reply to e-mail really is TERRIBLE customer service. What would have happened if I was leaving tomorrow?!?!?!
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  • My tickets through Italy were missing as well, and no explanation, just "See our website." I had to search through reported problems to find out what was going on.
    • Hi Doris,

      I'm sorry, however, we are not able to assist with specific orders through this forum. If you have questions about 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 for your order, 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 and 8:00 AM to 4:00 PM CT on Saturdays.
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  • Hi Deb,

    It is generally the case that the tickets are there. Rail tickets can sometimes stick together much like new money can. Please try pressing the ends of the documents between your thumb and index finger to separate any tickets that may be stuck together.

    If you are still unable to locate the ticket, please make a copy of everything that you did receive, and send it in an email to customercare@raileurope.com. You can do this by scanning copies or even by taking a picture with your phone. In the email, please be sure to include the booking number for your order, as well as your first and last name. Please also include a message to advise us which specific tickets are missing.
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