@Mandy The extra payment has just been refunded. Sorry it took so long.
Happy to help but I need some details to find the tickets or the order. @sklopelli7 please write me privately the email address you used to purchase your pass and contact us.
@rvdborgt ;)
Hi everyone, Unless very urgent, please just fill out the form (https://eurail.zendesk.com/hc/en-001/requests/new) and our agents will take it from there. It’s not that busy so you can expect a reply within the same day. Keep also in mind that those who are already travelling can also book at any French station by showing their mobile Pass and without using any cover number. Thanks for your patience!
Hi @Rommel Reis , What is your Pass or order number so I can unlink your device?
Hi @robert1646 ,I am really sorry to hear about that, and the feedback you provide is very valuable for us. Please send your description to us via the form seewulf was so kind to link here. I will then make sure your feedback is taken into account by the relevant stakeholders.If you are still travelling, please attach a screenshot from the My Trip section of the app of your first travel day that you accidentally activated without using, so that we can restore it. We will also do investigate the fine you’ve received from SBB: although I cannot predict any outcome at this stage, I can promise you we’ll do our best.Thank you for your patience and cooperation.Leops: and thank you @seewulf for your help! ;)
Hi rvdborgt,I’ll try to clarify what I meant earlier in my first sentence, let me know if this helps or not: imagine you live in Munich and the last train you take to get back home is the direct NJ from Italy. Since you do not change after midnight and arrive straight home with the night train, only the departure date will be used as travel day (the night rule, in other words). But since it is the day after that you would be effectively traveling in your own country, and the train in fact crosses the border after midnight, no inbound/outbound trip would be used at all, because the travel day to which it should be applied simply does not exist. So we had to program the app to do what looks like unexpected behavior, namely adding the inbound trip to the only travel day that is used (the departure date), although during that day you haven’t really travelled in your country, because you were still in Italy.Now, let’s say you live in Bamberg instead of Munich, then you need to continue trav
Hi rvdborgt,As anticipated by Nanja, the app behaves exactly as we expected, namely it counts the departure date as inbound when the night rule is used, for otherwise one could travel back to their own country of residence with a night train without using any inbound trip.This of course creates the issue that if one does continue traveling the next day in their country, the app will try to use another inbound trip. For such cases, we realized one could simply split the journey in two and use the inbound trip only for the arrival date. The two problems you mention do not apply: if one crosses the border before midnight, then two inbound trips should indeed be used, one for each day in which the traveller is using the pass in their own country. And whether one can get on and off the train at the station which was chosen to split the journey is not relevant. One can enter the trip manually without doing anything against the rules, their ticket would still be valid. If a particular situati
Hi Andrea, I hope it’s fine if I answer in English! Seat reservations always entail a separate cost. Here you can find an exhaustive list of the reservation fees: https://www.eurail.com/en/plan-your-trip/about-reservations/reservation-fees.However, reservations are not always required. You can often avoid them by taking different types of train, here we explain more in detail how you can do that: https://www.eurail.com/en/plan-your-trip/reservations/can-i-avoid-reservations. I hope that helps!Leo
Hi Bianca,If you need to book now and your mother has only a South African passport at the moment, please go for a Eurail Pass: https://www.eurail.com/en/eurail-passes/global-pass. When filling in the details you should find only non-European countries in the list. Otherwise, please send us a screenshot and we’ll look into it.If instead you are sure your mother will have her British passport by the time your trip starts, she can also go for Interrail. Cheers,Leo
Hi Sophie,Some of our users are experiencing technical issues due to a recent migration of our database, we are sorry for the inconvenience. Fortunately, there is a workaround, did you manage to get in touch with our customer service already? If yes, write your order number here and I’ll make your request is processed quickly.Cheers,Leo
Hi Violetta,One Country Passes are valid exclusively in the corresponding country (or group of countries), and you will need a separate ticket to get there. If there are exceptions, you will find them listed in the page of each One Country Pass: https://www.interrail.eu/en/interrail-passes/one-country-pass / https://www.eurail.com/en/eurail-passes/one-country-pass/.I recommend you compare the cost of a One Country Pass plus the ticket to arrive in that country with the cost of a Global Pass, and choose the most convenient option! Cheers,Leo
Dear Yuwadee,I’m really sorry for the inconvenience. Our agents already suggested you some workarounds, but unfortunately I see they’re not working. I’ve escalated the priority of your case with our IT team, who is currently looking into the error logs you’ve sent us. It’s unlikely though that they’ll get back to you before Monday. In the meantime, if you’re travelling with normal train tickets, please keep them and send them to our customer service team once your Pass will be working correctly. Thank you for your patience and cooperation.
Hi Doris,A trip can be changed/cancelled only before the Pass has been activated. Once the Pass is active, and if the activation date is in the past, you can no longer change the trip but you can still change the journeys in it. You can also read about this and other mobile Pass-related questions here: https://www.interrail.eu/en/interrail-passes/interrail-mobile-pass/mobile-pass-faq. Cheers!
Hi Minke, I am sorry about this. Please write me privately the email address from which you contacted customer service, and I will make sure your request is picked up immediately. Thanks for your patience!
Hi Franziska,Unfortunately, in Spain most trains require a supplementary reservation. The Renfe staff should be aware of the existence and functioning of mobile Interrail and Eurail Passes, and we are really sorry for the trouble you had trying to make your reservations.I’m afraid the only solution is indeed to speak to some other member of staff and try to show them the evidence you have that your Pass is valid. Did you manage to reach Gandia in the meantime?
Hi Stefan,In this case you should be able to produce the journey you want by searching for its legs separately. So add first only the journey until the station from which the train that is booked out departs from. Then look separately for the last leg and add it too to Pass. The QR code that you produce will then include both sections of the journey, with exactly the trains that you are planning to take.I hope it’s clear!
Hi Cecilia, Thanks for that. I’m glad to confirm that the activation deadline of both your and your son’s Passes has been postponed to August 31st, 2022. You will therefore be able to activate and use them next summer. I hope that helps!
Hi Cecilia,What is the order number of your son’s pass?
Hi Jojo, I’m sorry for the inconvenience! If no train is running to Leipzig, then you will need to find an alternative means of transportation, I’m afraid. You can either decide to book it now, or wait and see how impactful the strike will be, for some trains might be running across Germany after all. If you get stuck in Frankfurt because of the strike, we can still look into the possibility of adding an extra inbound trip to your Pass.
Hi Anusha,Yes, seat reservations can also be made directly at the station!
Hi Paula,Did you write to our customer service? If yes, what is the order number so that we can find your message?
Hi Charlotte,What is your order number so that we can find the message you sent to our customer service and help you add your companions?
Hi Juli,What is your order number so that we can find your message to our customer service?Do you have other travel days in your Pass that you can use to travel? If yes, do that and we will restore the wrong travel day later.
Hi Lola117,Yes, don’t worry, a single device can contain multiple passes, so your friends can redeem the pass for you and you can use it from their phone.I hope that helps and wish you happy travels!
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