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Interrail Wrote Wrong Address For Portugal, Paper Pass Now Returning To Netherlands...!

  • July 7, 2025
  • 7 replies
  • 83 views
G

Hello,

I ordered a Paper Pass but Interrail wrote the wrong address (they missed the door number and yes, I’m sure it was them). The Paper Pass came to Portugal and is returning to the Netherlands and nobody even notified me, neither through phone or email. I have contacted customer service request (#1075051) but since I leave in less than a month I am getting nervous with this.

I have all my reservations booked and now the most important part is missing! How long will the pass take to be returned? Do I need to request a refund for THEIR mistake? Even then it will take forever to get a new one! Or can I just simply switch to a mobile pass? (I know I can’t but maybe somebody here knows about something).

Honestly I would just like to get the paper pass in my hands without any extra cost and in time for the trip but I know that’s too much to ask…

Any help will be greatly appreciated.

Guilherme.

Best answer by Eurail Community Moderator

Thank you for the input rvdborgt.

Yes, CP sells them I think. It’s just that last year I had bought the Paper Pass online through the interrail website and everything went smoothly, so this year I just did the same.

So yes I can always buy a new one... provided that they refund! But I already have reservations for all the trains with the interrail pass number they sent via email, the trip is literally all planned out. Won’t that enter into conflict if I buy a new pass? Would I have to make new reservations…?

In any case, I would like to avoid the mobile one because I would hate having to deal with app problems (kind of like a variation of what is going on right now) during the trip.

People who work for Interrail if you’re seeing this, you just need to receive this Paper Pass that was shipped back, put the correct address in and send it back. Please! Takes 5 minutes and it’s not that difficult! No need for more bureaucratic stuff, this is so annoying to deal with. 

Again, thanks rvdborgt. I guess I will wait and see.

Regards,

Guilherme

Dear Guilherme, 

I have reviewed the conversation internally, and this issue will likely be forwarded to the fulfillment department. In the meantime, it’s best to stay in touch with customer service, as our colleagues usually respond quickly.

Feel free to reach out if you have any more questions.

Camilo

Community Moderation 

7 replies

R
Railmaster
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  • rvdborgt
  • Railmaster
  • July 7, 2025

Don't CP still sell Interrail passes at (some of) their ticket offices?

AFAIK the pass will be refunded automatically after they've received it. If you can show that you entered the correct address, then IMO Interrail/Eurail are responsible for any extra expenses. See what customer service offer as a solution.

You can always buy a mobile pass, even an hour or so before you start your trip.

Please ask questions in the community and not via a private message. That's the quickest way to get a response. I don't work for Eurail/Interrail.
G
G

Thank you for the input rvdborgt.

Yes, CP sells them I think. It’s just that last year I had bought the Paper Pass online through the interrail website and everything went smoothly, so this year I just did the same.

So yes I can always buy a new one... provided that they refund! But I already have reservations for all the trains with the interrail pass number they sent via email, the trip is literally all planned out. Won’t that enter into conflict if I buy a new pass? Would I have to make new reservations…?

In any case, I would like to avoid the mobile one because I would hate having to deal with app problems (kind of like a variation of what is going on right now) during the trip.

People who work for Interrail if you’re seeing this, you just need to receive this Paper Pass that was shipped back, put the correct address in and send it back. Please! Takes 5 minutes and it’s not that difficult! No need for more bureaucratic stuff, this is so annoying to deal with. 

Again, thanks rvdborgt. I guess I will wait and see.

Regards,

Guilherme

R
Railmaster
Forum|alt.badge.img+10
  • rvdborgt
  • Railmaster
  • July 7, 2025

Your reservations are fine. Most don't mention any pass number and are only tied to your name.

Please ask questions in the community and not via a private message. That's the quickest way to get a response. I don't work for Eurail/Interrail.
G
A
Railly clever
Forum|alt.badge.img+10
  • AnnaB
  • Railly clever
  • July 7, 2025

​@Eurail Community Moderator Please assist.

Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
G
Eurail Community Moderator
Forum|alt.badge.img+7

Thank you for the input rvdborgt.

Yes, CP sells them I think. It’s just that last year I had bought the Paper Pass online through the interrail website and everything went smoothly, so this year I just did the same.

So yes I can always buy a new one... provided that they refund! But I already have reservations for all the trains with the interrail pass number they sent via email, the trip is literally all planned out. Won’t that enter into conflict if I buy a new pass? Would I have to make new reservations…?

In any case, I would like to avoid the mobile one because I would hate having to deal with app problems (kind of like a variation of what is going on right now) during the trip.

People who work for Interrail if you’re seeing this, you just need to receive this Paper Pass that was shipped back, put the correct address in and send it back. Please! Takes 5 minutes and it’s not that difficult! No need for more bureaucratic stuff, this is so annoying to deal with. 

Again, thanks rvdborgt. I guess I will wait and see.

Regards,

Guilherme

Dear Guilherme, 

I have reviewed the conversation internally, and this issue will likely be forwarded to the fulfillment department. In the meantime, it’s best to stay in touch with customer service, as our colleagues usually respond quickly.

Feel free to reach out if you have any more questions.

Camilo

Community Moderation 

Please note that we can't reply to private messages at the moment. Thanks for your understanding. Do feel free to tag us with any questions or updates!
G
G

Dear Camilo,

Thank you for the swift reply. 

I have yet to receive an answer from customer service, since yesterday at least. Contacted them this morning but nothing yet. So a whole day has already passed…


Do you know if I’ll have to get a refund and have to buy a new pass and have to wait for that one to come? Or can I just receive the same Paper Pass again without any further hassle?

I’m just asking you because customer service hasn’t said anything and I really want to take care of this ASAP, I’m leaving in less than a month!!! You might be really close physically (or one Slack message away) from somebody that can solve this and just nudge them in that direction :)

Thank you for your help.

Regards,

Guilherme

Eurail Community Moderator
Forum|alt.badge.img+7

Hey ​@Guilherme Machado ,

I see that Customer Service has responded to you today, and Fulfillment has indeed been informed. You can reply to them and ask your questions and they will help you find the best solution.

 

 

Please note that we can't reply to private messages at the moment. Thanks for your understanding. Do feel free to tag us with any questions or updates!
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