Why do I receive the message "sorry our online system cannot find any schedules" for Southampton to Porto?

I am a U.S. Travel Agent trying to make a reservation for (2) Seniors to travel via Rail from Southampton, England to Porto, Portugal on Aug. 2, 2016. I'm receiving the message "sorry, our on-line system can't find any schedules for this trip". 1.) Why is this? and 2.) why can't I have a live chat with someone from RailEurope? 3.) Why is it so difficult to reach your customer service dept -- I waited on hold for over an hour yesterday with no success, and have been waiting almost as long this morning !! Please have someone contact me at elliekay2009@gmail.com or 757-355-0955 (cell #) so I can get this resolved for my client !! Thank you.
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  • Jeff (Official Rep) June 23, 2016 20:11
    Hi Ellie,

    A search from Southampton to Porto would not turn up any results, because the connection takes a considerable amount of time and involves several train changes en route. At the least, it would take about 26 hours, but your clients would likely want to stop over somewhere along the way, like in a place like Paris or San Sebastián.

    The connection from Southampton to Porto would be comprised of the following trains:

    - Southampton to London (South West Trains)

    - London to Paris (high-speed Eurostar trains)

    - Paris to Irun (high-speed TGV trains)

    - Irun to Coimbra (Spanish Night Train)

    - Coimbra to Porto (InterCity trains and regional trains)

    You would check schedules and purchase tickets by doing a search under 'Find Train Tickets' on the homepage of our travel agent website. For a trip from Southampton to Porto, you would just have to piece together the connection by doing a separate search for each segment. Therefore, you would do one search from Southampton to London, another search for connecting trains from London to Paris, another search for trains from Paris to Irun, another search to access the night train from Irun to Coimbra, and another search for connecting trains from Coimbra to Porto.

    If your clients would be interested in doing their stop-over in a place like San Sebastián, they can do so easily from Irun by taking a local Cercanías train or Euskotren.

    The Cercanías trains between Irun and San Sebastián/Donostia depart 1 or 2 times every hour throughout the day, and the ride only takes about 22 minutes one-way.

    The Euskotrens between Irun and San Sebastián/Donostia depart twice every hour throughout the day, and the ride takes about 35-40 minutes one-way.

    The Cercanías or Euskotrens are local commuter trains, so your clients would pay to board these locally when they're there.

    We apologize for the longer times, as we're in the midst of the busy summer travel season. We are only able to take inbound calls.

    LiveChat is offered on our travel agent website. The current hours for LiveChat are 9:00 AM to 6:00 PM CT. The link is located directly underneath the purple box where you'd enter a schedule search:

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