We ordered paper passes and do not get them delivered. Interrail said they did send them. PostNL said they never got them. Interrail says I have to go to PostNL PostNL says Interrail has to ask them information, not me. Interrail says it is not their problem. And we can not travel if we do not have passes What can we do. Who can help us?
Answer
paper pass dissapeared before delivery.
Best answer by I.J.C.
Update:
the company desided the tickets are lost and they are sending us new tickets. I’ll be glad when I have them in my pocket! And glad that this problem is solved. Hopefully they make a protocol for this problem, even if it does not happen much.
we have been traveling for many years with Interrail and hopefully there is may more travels to come without tickets getting lost 😀
thank you everybody for the support!
Before the delivery, it is the sender’s responsibility. That is why PostNL will only answer questions from Interrail/Eurail.
i know!! They have to do that. PostNL told me that too. but Interrail keeps telling me I have to be patient and wait until 3 days before we leave!! Which is ridicules as it is clear the tickets disappeared somehow before reaching PostNL or for sure after that. So I think I have the right to have new paper tickets send to me. And what they do with the old ones if they ever find them I do not care.
mis there others with this same experience?
+7- Community Moderator
Hi
I cannot find any conversation on Zendesk with your email address. Could you please give me the ticket number, so I can take a look?
Kind regards,
Camilo
It is the senders problem alright, but this doesn’t help you at the moment.
I thought they sent out paper tickets with a tracking number (registered post, or equivalent). Where does the tracking system say the delivery is? Or did it not end up being tracked at all, in which case from your point of view (the consumer) there’s nothing to indicate it was sent (again, a sender problem, not yours).
To Camilo: I did give an e-mailadres and get e-mails to let me know I have comments on this site. And your colleagues are looking into it but they keep telling me they do not know either. And actually this is not my problem!
To Camilo: I did give an e-mailadres and get e-mails to let me know I have comments on this site. And your colleagues are looking into it but they keep telling me they do not know either. And actually this is not my problem!
How did you contact the helpdesk? Please note that this is a public forum. The helpdesk is here:
https://eurail.zendesk.com/hc/en-001/requests/new
Also sending an e-mail will result in a helpdesk ticket.
If you used the online chat, then I don't know if that is saved anywhere.
+7- Community Moderator
To Camilo: I did give an e-mailadres and get e-mails to let me know I have comments on this site. And your colleagues are looking into it but they keep telling me they do not know either. And actually this is not my problem!
Hello
Could you let me know how you reached our customer service, by email, Facebook, Instagram, or X? I won’t be able to check with the team unless I have your ticket number or the email address you used.
I contacted the customer service by email. And they might have some solution now.
land I guess this does not happen often. One of the ticket numbers is 141272111
Update:
the company desided the tickets are lost and they are sending us new tickets. I’ll be glad when I have them in my pocket! And glad that this problem is solved. Hopefully they make a protocol for this problem, even if it does not happen much.
we have been traveling for many years with Interrail and hopefully there is may more travels to come without tickets getting lost 😀
thank you everybody for the support!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.