Service Policy

A team of enthusiastic rail pass experts strive to answer all your questions asked via email, on our Facebook and Twitter page or by phone with the most correct and useful information. We strive to reply to your emails within 1 business day in the language of your preference: English, Spanish, Portuguese, Chinese, Korean or Japanese.


We work hard to maintain this website and provide you with up-to-date information and a first-class service. We value mutual respect, therefore will not tolerate:

  • Swearing.

  • Spamming: repeatedly posting, tweeting or emailing the same message.

  • Sending commmercial emails of any sort.

  • Disrespectful treatment of our customer service agents.

In any cases where these regulations are breached, we will ask you to rephrase your question before answering. reserves the right to terminate any conversation or refuse to respond to any e-mail deemed inappropriate. reserve the right to delete or hide tweets, Facebook posts or emails.


If we’ve provided you with outstanding service or if you are happy with our website, we would love to hear your feedback. We will make sure the message is passed on to the appropriate person within the organization.

One of the biggest compliments we have received so far is winning the Mashable Award for Best Social Media Customer Service for our Facebook Page. Thank you for your votes!


We strive to see happy faces all around. If did not live up to your expectations please also let us know this. We will take your complaint seriously and be in contact to reach a solution. can only handle complaints about our service. If your complaint concerns the use, experiences or conditions of the Eurail pass product, we reserve the right to refer you to the organization managing the Eurail products.

Disclaimer customer service agents handle your questions with utmost care. However, no warranty is given as to the accuracy or completeness of the information. In no event will, nor any of its members, directors, employees or advisors accept any responsibility or liability for any (consequences of) mistakes, inaccurate or incomplete information provided by this website or our agents. In particular, will not be liable for any mistakes or incorrect information regarding prices and conditions with respect to the use and/or validity of Eurail passes or other Eurail services.

Back to top