Hi all. I have submitted a request to support but am getting nervous as I’ve read they can be quite absent and I’ve been unable to find a phone number. My husband and I are traveling to Europe in mid November, and I purchased 2 Eurail mobile passes during the sale in March. I just now looked at the app on my phone, and can see the passes are described as “Continuous Pass: 15 days”. I’m totally freaking out, as I thought I purchased “Flex Pass: 15 days”. I’ve gone back into my emails, and absolutely nowhere on the invoice does it clarify that it was the continuous passes that I purchased instead of the flexi passes. It also says on the email that because I bought them during a promotional period, I am unable to exchange beyond 7 days of purchase. I’m really annoyed, because if the invoice had actually specified what I’d purchased, I would have realised within the 7 days that I had purchased the wrong tickets! It’s only by chance that I’ve now downloaded the app a couple months later, that I’ve realised the passes are continuous! I don’t want a refund - I just want to exchange for a flexi pass. I don’t understand why they wouldn’t allow this - they’ll be getting more money out of me! Has anyone had a similar experience? I’m just really annoyed because the actual pass details weren’t clearly specified on the original invoice, and the lack of detail is misleading.
Exchanging a rail pass
If you are traveling in mid-November, you will have enough time to wait for a response from customer service. What do you except from this community? We can only say that such passes are not refundable and we don’t know if Eurail will make an exception.
As I said, I was looking to see if other members have had similar experiences! But all good, Eurail were very helpful. 🙌🏻
It's indeed not explicit in the confirmation mail. For a flexipass, it says "15 days within 2 months”, and for a continuous pass, it just says "15 days”.
Thank you - I agree that the email confirmation needs to be improved, to include whether the pass is continuous or flexi. It's not clear at all, and as I mentioned, the only place it was clarified was on the app, which I didn't download until after the 7 day cancellation period had passed.
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