I’m confused.

Purchasing Reservations with a Rail Pass

I purchased my seat reservations and then after purchasing, I found a link on your website about making reservations with a rail pass (which was not found when originally searching). I retraced my reservation process using the link you suggested and one of the trains I booked a reservation for says that the reservation is not compatible with my pass. The train is from Puerta de Atocha in Madrid to Barcelona Sants. I need a quick answer so that I can refund that reservation and change it if need be.
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  • Jeff (Official Rep) May 09, 2016 19:42
    Hi Miriam,

    Any rail pass that includes Spain would be valid to cover all trains from Madrid to Barcelona. Please disregard the message that states "we are unable to find reservations that are compatible with your rail pass", as that is completely false. We are very sorry for any confusion, and we hope to have that verbiage changed very soon.

    To purchase reservations for travel with a rail pass, you would need to actually indicate that you'll be traveling with a rail pass when you enter your search. Otherwise, you would be issued regular tickets.

    If you have questions about the 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, you might want to call us, especially if your departure is soon from now.

    With this being a public forum, we ask that you not share order numbers or any other personal information here, such as email addresses or phone numbers. Any posts containing such information are removed for security purposes.

    I'm sorry, as we are not able to assist with specific orders through this forum.
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