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
Eurail offering to provide a credit monitoring service (for twelve months only) that scores 1.3/5 on Trustpilot is not compensation.
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.
Eurail still refusing to compensate me for the financial loss I suffered due to them. I’ve filed in small claims court and taken it to my MP, Trading Standards and multiple news outlets.
In happier news, my friends and I are off to Amsterdam soon! And guess which company we aren’t using for transport. Sucks to suck. I’ll post further updates re Trading Standards investigating.
Love how you keep deleting my updates, Eurail. Still refusing compensation. Filed in UK small claims court.
In happier news, my friends and I are off to Amsterdam soon! And guess which company we aren’t using for transport.
Eurail isn't a transport company. You can book trains without Eurail.
I'm curious though what will come of your case.
In happier news, my friends and I are off to Amsterdam soon! And guess which company we aren’t using for transport.
Eurail isn't a transport company. You can book trains without Eurail.
I'm curious though what will come of your case.
I do know this! The reason my father and I used Eurail was Interrail passes as we travelled in Germany. Obviously we won’t be doing THAT again.
Our experience with Deutsche Bahn itself was not great either, so we’ve rented a car instead. I’m sure the Dutch railway is far superior to the British one (GWR my beloathed) but after all this, I’ve gone off trains.
As for the case, it’s with the UK small claims court now.
+12
Posts that are primarily focused on pursuing or escalating an individual claim may sometimes be picked up by our moderation tools or redirected to the appropriate support channel. As always, general discussion remains welcome as long as it follows our community guidelines.
Posts that are primarily focused on pursuing or escalating an individual claim may sometimes be picked up by our moderation tools or redirected to the appropriate support channel. As always, general discussion remains welcome as long as it follows our community guidelines.
We’re frustrated because of Eurail.
I’m discussing it here because your customer services’ priority is dodging questions and denying responsibility, not helping the people affected.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
