Orders and refunds

Check our frequently asked questions about an existing order or refund. If your question isn't answered here, contact us and we'll be happy to help you.

Order status and account

  • Should I receive a confirmation of my order?  

    You will receive 3 confirmation emails after you've ordered your Eurail Pass: an order, payment and shipping confirmation.

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  • How can I check the status of my order?  

    You can check the current status of your order in your Eurail.com account. You can also change your personal details, shipping details and traveler names provided your passes have not yet been printed. Your order confirmation email contains the login details for your account.

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Refunds and exchanges

  • Can I change the name on my pass? 

    Sometimes you notice an error in the spelling of your name. Or your travel companions change after you've placed your order. If this is the case, you will have to exchange your Eurail Pass for another one with the correct name(s) on it.

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  • Is it possible to extend my Eurail Pass? 

    No, we can't extend or upgrade your existing Eurail Pass with extra travel days or country validity. If your travel plans have changed, you can exchange your Eurail Pass for a different pass. It only costs €15 to make changes to your pass.

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  • Can I return my pass for a refund? 

    If your plans change and you can no longer go on your European rail trip, you're entitled to an 85% refund as per our Booking Terms. You must not have traveled with the pass, and you must also meet certain conditions. Please note that promotional passes are not eligible for a refund.

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Various questions

  • What should I do if I lose my Eurail Pass? 

    If you lose your Eurail Pass or if it is stolen, you cannot get a new copy. This means you need to buy replacement train tickets to continue traveling. If you buy Pass Loss & Theft Coverage at the time of ordering your pass with Eurail.com, these extra travel costs are covered up to the remaining value of your pass.

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  • Can I contact Eurail.com by phone? 

    No, Eurail.com is an online sales agent and doesn't offer a phone number for travel planning assistance. If you have any questions, please send an email to customerservice@eurail.com. Or, alternatively aks us your questions on the Eurail Facebook page. Our rail travel experts are happy to help!

  • How do I claim my free gift? 

    We would love to know where you traveled on your Eurail trip. Once you've completed your Eurail trip, return your travel diary and get a free gift as a thank you!

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  • Can I get compensation for train delays?  

    You can apply for financial compensation for train delays, if you have experienced 3 or more delays of over 60 minutes each (in EU-member states). Find more information on the Eurail Group GIE website, as well as a compensation request form.

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  • How can I get my hands on a coupon? 

    We regularly give away coupons! For the latest coupon updates make sure you check out the Eurail website, like our Facebook page and follow us on Twitter.

  • How can I use my coupon? 

    You can use your coupon by entering the code into the ‘Gift card or coupon code’ field on the cart page during the checkout process. The coupon discount will immediately be applied to your order amount.

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  • Can I sell or give my coupon to another person? 

    Coupons from Eurail.com are not redeemable for cash, and cannot be sold. However, you can give your coupon to a friend or relative to use against their own order, as long as they meet the specified coupon conditions.

  • I didn’t receive my coupon, what should I do? 

    If you were expecting a coupon code by email but it didn’t show up, get in contact with us at customerservice@eurail.com and we’ll look into it.

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