Service Policy

Our team of rail pass experts strive to answer all your questions asked by email, on our Facebook and Twitter pages or by phone, with the most correct and useful information. We strive to reply to your emails within 1 business day in your preferred language: 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, and ask you to follow these rules of behavior:

  • Refrain from using abusive language to fellow community members or our customer service team.

  • Don’t spam: That is, don’t repeatedly post, tweet or email the same message.

  • Don’t send commercial emails of any sort.

  • Stay on topic.

In any cases where these rules of behavior are not followed, we will ask you to rephrase your question before answering. reserves the right to terminate any conversation or refuse to respond to any email deemed inappropriate. reserve the right to delete or hide tweets or Facebook posts when these rules are not respected.

Give us your feedback!

If we’ve provided you with outstanding service or if you’re happy with our website, we’ld love to hear your feedback. We’ll make sure your message is passed on to the appropriate person at
One of the biggest compliments we’ve got 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 let us know about 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 is about the use, experiences or conditions of the Eurail pass product, you need to contact the Eurail Group G.I.E, the company that manages the Eurail product.


Our customer service team do their best to answer your questions accurately. 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.

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