Replies posted by Emily P

6 Replies

Sarah W
Sarah WCommunity Manager
published in News and announcements

⚠️ Train derailment in Swiss Gotthard tunnel on route Zurich – MilanTrain disruptions

Thank you for clearing up the misunderstanding, @Camilo.However, I since received an email from Trenitalia announcing that our morning Milano Centrale - Basel train has been completely cancelled! I was told by Eurrail customer support that the only way to be reimbursed for seat reservations on a cancelled train is also through the train operator, i.e. Trenitalia. Please could you confirm for me that this is true? I submitted a claim through Trenitalia here: https://reclami-e-suggerimenti.trenitalia.com/rimborsi/Anagrafica.aspx, but I do not know how they will reimburse me since I booked and paid the 60 euros for the seat reservations through eurrail.eu? Best wishes,Emily   Is interrail offering any compensation for tickets that incur charges as a result of changing reservations due to this blockage? We will need to change a seat reservation to make sure we manage the connections, and it will cost us a fee, which seems unfair.  After checking your messages with my colleagues, I

169312
Camilo.
8 months ago
Sarah W
Sarah WCommunity Manager
published in News and announcements

⚠️ Train derailment in Swiss Gotthard tunnel on route Zurich – MilanTrain disruptions

An update for anyone following: I have just spoken to a representative from SNCF who says that because the booking was made through Interrail there is nothing they can do to change the seat reservations and I have to do it through Interrail. 'Votre réservation ayant été effectué via Interrail, nous n'avons aucun pouvoir dessus, j'en suis navré. Je vous invite à vous rapprocher d'Interrail afin d'effectuer le changement de votre billet.'My message from Interrail is as follows:‘As a solution, I would like to suggest you to contact the train carrier of the affected journey and require a change to this reservation, so you can make your connection. You can explain that the delay will affect your connections.  Unfortunately, we cannot exchange this ticket from our end.’This is maddening! Frenitalia is also not allowing any changes that I am trying to make via their site. 

169312
Camilo.
8 months ago
Sarah W
Sarah WCommunity Manager
published in News and announcements

⚠️ Train derailment in Swiss Gotthard tunnel on route Zurich – MilanTrain disruptions

Yes but if you contact customer support and explain your situation they'll probably rebook you without fees. https://eurail.zendesk.com/hc/en-001/requests/new Seat reservations are generally not refundable unless you contact support. Thank you. I did contact customer support but they have told me that they simply can’t help me with this. Their only suggestion is to contact the individual rail companies directly, which involves a whole other layer of complication that I need to navigate, since I booked the seats through interrail. 

169312
Camilo.
8 months ago
Sarah W
Sarah WCommunity Manager
published in News and announcements

⚠️ Train derailment in Swiss Gotthard tunnel on route Zurich – MilanTrain disruptions

Customer support shouldn't add a fee for that change I agree. What did they offer ? I’m afraid that I can’t make any changes on the interrail site without automatically being charged a change / refund fee. They claim that SNCF won’t allow any changes at all, and the Frecciarossa charges a fee for cancelling a reservation and rebooking. Interrail have told me that it’s not something they have any control over, even though they are the ones facilitating the international travel that is affected by this issue. 

169312
Camilo.
8 months ago
Sarah W
Sarah WCommunity Manager
published in News and announcements

⚠️ Train derailment in Swiss Gotthard tunnel on route Zurich – MilanTrain disruptions

Is interrail offering any compensation for tickets that incur charges as a result of changing reservations due to this blockage? We will need to change a seat reservation to make sure we manage the connections, and it will cost us a fee, which seems unfair. 

169312
Camilo.
8 months ago
E
Emily PRight on track
asked in Train connections & reservations

Changing seat reservations due to Gotthard Tunnel closure

Which train are you planning to take ? The ones via Lugano will take an hour longer so plan accordingly but the ones via Brig run as usual. Where did you book the seat reservations ? On interrail.eu ? If that's the case I'd contact customer support first : https://eurail.zendesk.com/hc/en-001/requests/new Thank you, this is very helpful! We are indeed going via Lugano. I couldn’t work out how to contact customer support for interrail.eu, so I’m grateful for the link and I have just sent them a message. Fingers crossed!

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8 months ago
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