Hi Eurail,
Due to your inability to protect your customers’ sensitive data, I’m approx £130 out of pocket on a new passport and I’ve had to take out a credit monitoring service for £30.
I’ve emailed you several times and, after a couple of low-effort AI responses, been ignored.
As this is directly your fault, you will be paying me back. Could I get an update from you regarding when you will be paying me back for this?
Same problem here, try to get info on compensation for passports for months now, but no response and no official updates either.
The thing is though, getting a new passport doesn't protect you from the old passport number being misused. If you ask the authorities whether you should get a new passport, they'll say it's a good idea to cover themselves.
Yes, true. But I also stand stronger when being able to show that actually, I have a new passport, and thus, that the old one is definitely not used by me. At least, I guess :)
Plus, I find the current communication without options for possible compensation (due to such extra costs) really bad atm.
The thing is though, getting a new passport doesn't protect you from the old passport number being misused. If you ask the authorities whether you should get a new passport, they'll say it's a good idea to cover themselves.
You’re a lot more protected than if you don’t have a new passport number.
Still waiting for a response. It seems customer services have decided to ignore me, including the follow ups with itemised billing. Maybe they’ll see this here! Hello EURAIL
To anybody considering using Eurail: this is the standard of customer service you can expect. Your sensitive information on the dark web and Eurail skipping around with their fingers in their ears. Appalling.
+12Hey
Hey
Spoiler alert- they did not!
The reply I received after 2 weeks:
“We regret any concern this incident may cause. At this moment, we are unable to provide a position, response or further guidance regarding your claim. Please keep an eye on our website for any updates”
There looks to be several class action lawsuits being considered across the globe which I’m looking to join. A bunch of Class action lawsuits will be far more expensive for them than providing replacement passports for impacted customers.
+12Hi
Complaint not resolved, by the way. Still looking at legal action. Don’t bother with their “offer” of a credit monitoring service, it gets 1.3/5 on Trustpilot.
Complaint not resolved, by the way. Still looking at legal action. Don’t bother with their “offer” of a credit monitoring service, it gets 1.3/5 on Trustpilot.
Out of interest: which credit monitoring service are they offering?
Complaint not resolved, by the way. Still looking at legal action. Don’t bother with their “offer” of a credit monitoring service, it gets 1.3/5 on Trustpilot.
Out of interest: which credit monitoring service are they offering?
It’s called TrueIdentity from TransUnion, which is a US-based company (I’m in the UK and we have CIFAS, which is recommended by my bank and national fraud agency).
Most of the reviews slam it as worse than useless. I expect they were cheap and Eurail can then say “we offered!” Insulting.
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