Dear Eurail
I have purchased a Eurail pass with Plus 20-Dec-2020 and the order confirmation clearly states "The pass is fully refundable without a fee, however the fee for Plus is non-refundable" (IN30227660).
06-May-2021 I received a mail that the activation period was extended until 31 august 2022. Unfortunately, summer plans are so that the travel can't be made this summer and a refund is there necessary.
However, when I login to my account - the ability to apply for refund is not available where it should be as per your help information.
I have contacted your service department 04-Jun-2022 using your facebook support option to get this error fixed or a refund done - and received confirmation e-mail confirming receipt of the request. I have not heard anything back yet.
I don't think > 2 weeks response time for a simple support request like this is reasonable - and the money is needed to pay for the alternative summer vacation!
Can you please prioritize getting this service request managed ASAP - or contact me to find another way to solve this fast?
I think such lack of responsiveness is problematic for a service company like yours.
Best answer by AnnaB
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