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Sent this to EURAIL, asking community if they know how to get this resolved quickly and/or escalate the matter to someone at EURAIL? 
 

We purchased the global pass tickets for my wife and I on December 18th 2020, however were unable to travel due to Covid restrictions in England, Europe, etc up until now and now are planning to arrive on July 24th (traveling by train likely same or next day).  EURAIL asked us not to seek a refund and instead hang on to the pass, as they would extend it (which EURAIL did).  Unfortunately this put us in a situation where now our child is 4 years old, and we are unable to acquire a pass for him (a free addon to adult ticket) and therefore cannot make any reservations for trains, hotels, events, etc - we are stuck until we resolve this as we cannot risk not being able to get there.  

His information was provided to EURAIL.

 

Please create a pass for him and attach it to the reservation.  Email provided. Please make it so it does not end up costing us more money as that would not be fair to your repeat customers especially after being asked not to ask for a refund and instead extend the ticket.  If unable to help, please ask for a manager to assist.
 

There is another request from a chat bot we opened however I am concerned it is being treated with the same priority as a common question, this is really urgent for us - please assist!

Thank you very much!
George & Yhomariz

We also bought the plus upgrade to help deal with anything, hopefully this was not a waste of money.

This is a community where more experienced travellers help out. We cannot solve issues that only can be handled by Customer Support.

Only Customer Support can help with this. The best is to contact them through this form.

https://eurail.zendesk.com/hc/en-001/requests/new

Customer Support is overloaded with requests so you need to clearly write what date you will start travelling so that Customer Support can prioritise your request correctly.

Regarding reservations you can do them without having passes if you do them elsewhere than the Interrail/Eurail website. 

The advice from the experienced travellers in the community is to use other ways to make reservations than the Interrail/Eurail website. You can look at the guide in the link:

https://community.eurail.com/train-connections-reservations-47/how-to-get-reservations-105

If you, after having looked at the guide, have questions about how to make specific reservation, please give your travel details (departure date, time and route) preferably in a new post, and you will get advice. 

Any advice how to find and make reservations for sleeper / overnight trains?    Thanks Anna!

Any advice how to find and make reservations for sleeper / overnight trains?    Thanks Anna!

Start by reading the guide in the link above.

If you after that have further questions, please make a new post where you give the travel details (departure date, time and route) and you will get advice.

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