Updates for our train travellers on coronavirus (COVID-19)

Conditions can vary every day and are only valid until further updates on our websites (as per train operators' updates).

At Rail Europe we care for the health, safety and satisfaction of our customers. We are endeavouring to process all refunds as quickly as we can and maintain the excellent service we promise at Rail Europe. However, please bear with us as we are all working under far from normal circumstances.

Many of our teams are working from home, following governments’ recommendations. Our primary concern, at the moment, therefore, is to preserve the health of our employees and local communities. If this means that our customer service has slowed down, we hope you will understand.

We do recommend that you send your requests for refunds so that we can add them to our list. However, please consider holding off on this if your planned journey is after April, so that we can prioritise the earlier ones.  We will attend to all refunds as soon as we can, we promise.

I have already booked and don’t want to travel. Can I get a refund?

This depends very much on the train operator you have booked to travel with. Italo and Eurostar, for example, do not offer any exceptional refunds beyond their standard policy. 

Train operators’ policies change regularly and we will update the details below as soon as we get information. If your train operator is not listed below, then they have not yet offered a refund policy based on coronavirus, but their normal terms and conditions will apply. In some cases, you need to go to the train operator’s website to claim the refunds - we provide all relevant links below. 

Off Peak and Anytime tickets for all UK journeys can be refunded at no additional cost if purchased before 17 March 2020, at 07.00 hrs, for travel on or after 17 March 2020. Claims must be submitted within 56 days of the travel date.

Advance tickets for all UK journeys can be refunded at no additional cost if purchased before 23 March 2020, at 07.00 hrs, for travel on or after 23 March 2020. Claims must be submitted prior to the travel date. You can refund or exchange all of these ticket types via your Rail Europe account.

SNCF France and International trains

Full refunds or exchanges are offered to all customers who want to postpone or cancel their travel on a TGV, Intercité or TER train, as well as on a France-Germany TGV, France-Switzerland TGV (Lyria), France-Spain TGV and France-Italy TGV trains. This applies to journeys up until 24 June 2020, as long as requests are submitted by 27 May 2020. You can apply for a full refund via your Rail Europe UK account before departure. All tickets to travel from 25 June to 31 August 2020 are exchangeable and refundable at no extra charge, as long as they are requested prior to travel. You can apply for a full refund via your Rail Europe UK account before departure. 

Thello

Full refunds are being offered to all travellers on Thello trains between Paris and Venice for travel between 10 March - 30 June 2020; for trains between Venice and Paris, 09 March - 30 April 2020; and for all trains between Marseille-Nice-Milan between 10 March and 03 June  2020. For refund details see here.

Renfe

Full refund or exchange for all customers wanting to opt out of travel. Valid for all travel until 31 August 2020. Exchange or cancellation of tickets must be done prior to travel dates. Contact us via the "More Help" beacon on our contact page and we will process it for you.

Italo

Italo offers a free exchange of all tickets for journeys up to 13 June 2020, in the form of a voucher which is valid for one year. You can apply by 30 May on Italo’s website which takes you directly to their claim form. Select the category “Refund for health emergency 2020”.

Trenitalia

Full refund for all customers opting out of travel for reasons associated with the coronavirus pandemic. Requests must be submitted by 30 June 2020. This also applies to Eurocity Italy-Switzerland and Italy-Austria trains. Contact us via the "More Help" beacon on our contact page and we will process it for you.

Thello

Full refunds are being offered to all travellers on Thello trains between Paris and Venice for travel between 10 March -  30 June 2020; for trains between Venice and Paris, 09 March - 30 April 2020; and for all trains between Marseille-Nice-Milan between 10 March and 03 June  2020. For refund details see here.

DB offers two options:

1) A free exchange of all tickets, in the form of a voucher. Valid for all travel up until 04 May 2020 as long as the tickets were booked by 13 March 2020. You can apply on DB’s website, which takes you directly to their claim form.

2) Use your original tickets on the same route for travel up until 31 October 2020, as long as the tickets were booked by 13 March 2020. If you opt for this, there's nothing further for you to do — just make sure you show the original ticket and ID on board.

OBB is offering vouchers for travel up to 01 June 2020. The vouchers are valid for 10 years from the date of issue. You can apply on OBB's website which takes you directly to their claim form, then choose "I would like to reimburse a ticket".

Thalys

All Thalys tickets for journeys 10 March - 17 May are exchangeable or refundable without an additional charge, if the request is made within 30 days after the travel date. For journeys 18 May - 11 July 2020: if the train is running, tickets are exchangeable (same route, same class) and refundable if requested up to 30 days prior to the travel date. If the train is cancelled, tickets will be refundable if a refund request is made up to 30 days after the travel date. In this case the tickets will be exchangeable over a period of one year from the date of the original trip (same route, same class) See more details here.

Thalys

All Thalys tickets for journeys 10 March - 17 May are exchangeable or refundable without an additional charge, if the request is made within 30 days after the travel date. For journeys 18 May - 11 July 2020: if the train is running, tickets are exchangeable (same route, same class) and refundable if requested up to 30 days prior to the travel date. If the train is cancelled, tickets will be refundable if a refund request is made up to 30 days after the travel date. In this case the tickets will be exchangeable over a period of one year from the date of the original trip (same route, same class). See more details here.

Eurostar offers a free exchange of all tickets, in the form of a voucher, for journeys between 13 March and 01 July 2020. Vouchers will be valid for 12 months from date of issue, for a new Eurostar booking up to six months in advance. You can apply directly on Eurostar’s website. For any other questions, please feel free to contact us.

Are all European trains being cancelled because of the coronavirus pandemic?

European train operators are updating their train services all the time as a result of the coronavirus pandemic. Many services are being cancelled, sometimes at the last minute. Please check on the train operator’s website for timetable updates. 

Will I be insured for travel in Europe at the moment?

Some travel insurance companies are putting policy sales on hold until further notice. Note that anyone choosing to travel to a region, against their government’s recommendations, risks invalidating their travel insurance. We advise checking with your travel insurance company for any specific terms and conditions before travelling.

Many thanks for your patience as we continue to inform and, hopefully, reassure you, our valued customers.

Rail Europe Customer Support

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