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Missing Paper Pass - Leaving for Trip Soon!

  • 28 June 2022
  • 9 replies
  • 128 views

We still have not received our physical tickets in the mail and they were supposed to arrive by June 16th. The tracker shows they arrived in the USA on June 14th but there is no further information. We leave for our trip next week. Customer service is not answering because they are so busy. What should we do? Please help!! This ticket was to get from Innsbruck HBF to Venezia S. Lucia.

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Best answer by AnnaB 4 July 2022, 20:40

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Userlevel 7
Badge +6

You need to check with the shipping company. Customer Support has no control over the delivery once they have handed over the item to be sent to the shipping company. 

What was the promised delivery date when you ordered the reservations?

When did you order the reservation?

We ordered the reservation on June 3rd and were told it would be delivered by June 16th. PostNL (the tracking company) said that it arrived in the destination country (USA) on June 14th and the latest update is from June 17th, which just says that the delivery time is still unknown. I cannot figure out what the shipping company is.

Userlevel 7
Badge +6

Ok.

PostNL is responsible for the delivery so try to contact them.

I contacted PostNL and they told us to contact another mail delivery company, who has no idea what we are talking about since we don’t have a tracking number or anything. 

Does anyone know how we can get a reply from Eurail customer service sooner?? We leave for our trip on Wednesday in less than 3 days!!!! Maybe we can pick up the paper passes from the Innsbruck train station? Either way, we need a reply as we need that train ticket in order to get from one accommodation to another.

Userlevel 7
Badge +13

I contacted PostNL and they told us to contact another mail delivery company, who has no idea what we are talking about since we don’t have a tracking number or anything. 

Does anyone know how we can get a reply from Eurail customer service sooner?? We leave for our trip on Wednesday in less than 3 days!!!! Maybe we can pick up the paper passes from the Innsbruck train station? Either way, we need a reply as we need that train ticket in order to get from one accommodation to another.

You cant pick the up from the station in Innsbruck :/ The only thing you can do is to refund the passes that not arrived on time and then buy new paperpasses at the ticket office of Austrian Rail in Innsbruck :/

Userlevel 7
Badge +6

@Kalley Carlson 

Are you missing the Eurail paper passes or a seat reservation issued on paper? 

 

The seat reservation issued on paper which was required for this route. Paper passes were the only option. The Eurail pass we have (virtual pass)! 

Userlevel 7
Badge +6

Ok. Then you make new reservation from a web site ( probably ÖBB) that isses e-reservations and then you ask Eurail for a refund of the paper reservation that didn't arrive on time.

 

Here is some useful information from the experienced travellers in the Community regarding both planning, reservations and activation of pass and travel days. 

 

Planning

The rail planner is normally not up to date, as it only is updated once a month, so to be sure of the time table you better check the timetable and availability on the websites of the national railways. The bigger national railways, like DB (Germany) SBB (Switzerland) and ÖBB (Austria) cover several countries. 

 

Reservations 

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 topic, and you will get advice.

Please note that Interrail/Eurail charges an extra fee of 2 EUR per person and ticket in addition to the fee for the seat reservation.

 

Activation of pass

During the activation process, 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. If your travel plans change in the last moment you will loose travel days if you have activated the pass in advance.

It can be wise to make a test and activate the pass with a start date well in the future and then deactivate the pass immediately, just to see that everything works.

 

 Activation of travel day

The advice from the experienced travellers in the community is also never to activate a travel day, that is connect a journey to your pass, until just before boarding the train, otherwise you might loose a travel day if your travel plans change in a late stage  You can't delete a travel day in the past. A travel day can only be deleted until 23.59 CET the day before the travel day.

Thank you so much that was very helpful!

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