I’m shocked

Stole my money twice, will not refund, disgraceful service

These rogues stole over 600 euros from my 2 credit cards, still waiting on my cash back after 3 weeks. This left me short for my holiday which was ruined . i then had to travel to a strange country and waste 200 euros on taxis and another 360 euros on trains I had paid for before I went. Disgraceful service
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  • Jeff (Official Rep) June 02, 2016 19:59
    Hi,

    If you attempted an order with us, please email us at customercare@raileurope.com, so that we can look into the situation. In the email, please include the booking number for the order, as well as your full first and last name.

    If we didn't actually sell you anything, then the charges you're referring to could only be 'pre-authorization holds'. 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 had an order that was never finalized, nothing would have actually been charged to your card. In such instances, the pre-authorization holds do 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 holds will drop off and disappear within a matter of days.
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  • I had a similar experience to the user above while I am not completely understanding the chain of events from the post.

    I purchased tickets from Frankfurt to Paris and then Hamburg to Frankfurt. They cryptically told me I needed the actual hard tickets and UPSed them to my office. I never got them before my trip (said they were signed for by someone at work but they are still nowhere to be found). I left for my trip without the tickets but out over $400. Turns out I had to buy all new tickets because the people at the train stations had no idea what I was talking about and wanted an E-ticket number (turns out they do have e tickets... I was told it was not an option by RE), and that they had never heard of Rail Europe and even considered I was scammed, I am not convinced I was not. I called Rail Europe and they claimed they were delivered before my trip and that If I mailed them back before each trip they would give me a partial refund.

    First of all... how can I do this if I am already over there and never received them, I didn't even know there was no alternative then having these ghost tickets until I was panicking at the information booth at the station with my confirmation email trying to catch the train I paid for. Secondly why does it matter if I send them back before or after, I clearly never used them if I were to still have them. I think this is the way of getting around having to issue a refunds.

    So I paid for tickets, never received them, and Rail Europe provided no sympathy or any recourse to make it right, I paid double as I had to rebuy tickets anyway on site. I will NEVER EVER use this service again and tell everyone within my power that this is borderline a scam, I am not convinced it isn't. I was trying to prepare and cover my bases and it turned into a nightmare. Buying tickets in person in Europe is pleasant and easy, I will just do this from now on, especially since the staff at both Frankfurt and Hamburg Main stations had never even heard of rail Europe.
    • Jeff (Official Rep) October 03, 2016 19:37
      Hi Michael,

      We're sorry if you needed to purchase new tickets. The way tickets are issued is indicated at the very first step of the checkout process. If the tickets we're issuing are paper documents, then you would even be prompted to enter a shipping address before being able to complete your order. When paper tickets are issued, those tickets are what would be needed to board. Without such tickets, it would be necessary to purchase new tickets locally.

      Tickets do come with refund policies, which are also indicated at the time of purchase. If UPS shows the tickets as being delivered, then a refund would not be possible unless allowed by the policy.

      Rail Europe is the North American-based seller of European tickets and passes. Employees at the rail stations are not always aware of the names of other ticket sellers.

      If you have questions about your specific order, please reply to any an existing correspondence you already have or call us at 1-800-622-8600. 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. I'm sorry, as we are not able to assist with specific orders through this forum.
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  • I’m amused
    i had a similar situation with TGV, France. having used my chase sapphire premier i left the dispute process up to chase, they immediately put the disputed funds back in my account. i got a letter from TGV, in french of course but having gotten my funds back, i didn't bother with responding.
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