I am so sorry that you have not been helped yet. Our customer service team is currently overwhelmed with an unprecedented high volume of requests at the moment which has unfortunately caused a backlog. We are working hard to helping everyone as soon as possible. Child passes need to be added to your order before checking out. Unfortunately we cannot add these passes once an order has been completed. You can arrange this through a pass exchange. Simply purchase new passes and be sure to include the child passes, get in touch with our customer service team with your old and new order numbers. We will then refund your old order. We do retain a €15 processing fee per pass. It might be useful to note that any reservations that you have will not be affected by a pass exchange. You can keep them as is. I will flag this for our team too to be handled asap. 

Hello,

I have contacted customer service for over 10 days now and I have not received a response. I will be travelling to Europe and using the pass next week, so I’m really worried about when they will help fix my issue.

I bought 4 adult passes, 4 youth and 2 children but once I bought them the 2 children passes were not emailed to me and I just wanted to add the 2 child passes to one of the adult passes and receive help from customer service to fix this. I need this resolved as soon as possible, as we are travelling in a group and without the child passes I will not be able to take the 2 children with us on the train rides.

Thank you,

Mahiya