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Pass activated too early

  • 19 June 2022
  • 5 replies
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Hey everyone!

 

Unfortunately our Global Passes were activated one day early and our first travel day got used up without travel… So frustrating this is even possible but we emailed customer support right away and now hoping they get back to us in time. I sent the email on Thursday 16th of June with all the details and dates for our travel. We are leaving on Thursday the 24th of June and we just want to make sure this will get sorted?? Is there any type of guarantee? We don’t want to have to buy new tickets for 200£ each just because of this.. A big headache when on vacation..

 

Thank you in advance for any tips!

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Best answer by AnnaB 19 June 2022, 09:10

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5 replies

Hey everyone!

 

Unfortunately our Global Passes were activated one day early and our first travel day got used up without travel… So frustrating this is even possible but we emailed customer support right away and now hoping they get back to us in time. I sent the email on Thursday 16th of June with all the details and dates for our travel. We are leaving on Thursday the 24th of June and we just want to make sure this will get sorted?? Is there any type of guarantee? We don’t want to have to buy new tickets for 200£ each just because of this.. A big headache when on vacation..

 

Thank you in advance for any tips!

 

There is a lot of information missing.

What do you mean by “were activated one day early”? Has there been a technical problem or did you just activate a wrong day? That’s quite a big difference if it’s been your fault or not...

We chose that our travel period would happen between 15th of june - 14th of July but did not travel until the 16th of June (outbound travel). When we tried to activate our first tickets we saw that one day was already used even though no tickets were activated!

 

On the 24th of June we are traveling back to Sweden where we come from. Now we only have 1 day left but we need 2 to get all the way home. 
 

To clearify, we have only traveled 2 days by train but 3 days are used in the app.

We chose that our travel period would happen between 15th of june - 14th of July but did not travel until the 16th of June (outbound travel). When we tried to activate our first tickets we saw that one day was already used even though no tickets were activated!

 

On the 24th of June we are traveling back to Sweden where we come from. Now we only have 1 day left but we need 2 to get all the way home. 
 

To clearify, we have only traveled 2 days by train but 3 days are used in the app.

 

So the “missing” day is the 15th? 

If this is the case: Did you activate it that it’s used?

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When you choose the start day of the validity of the pass, the first day of the validity period is automatically made a travel day, even if you don't enter a journey, the advice is therefore not to activate the pass  before the first travel day as you only can deactivate the pass before 00.00 on the day the validity starts.

Only Customer Support can help you with this. 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 that you are travelling right now and need immediate help so that Customer Support can prioritise your request correctly.

Thank you for the replies, thankfully we just sorted this with customer service help.

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