Help

You can contact us via our handy chatbot or Facebook Messenger (the process works the same for both platforms). 

• Click on the yellow widget in the bottom-right corner of this page to start a conversation with the chatbot.
• Once the chatbot opens, you can ask it any question related to Eurail. 
• If the bot cannot answer your question or request, or you still want to reach out to our customer support team, you can type one of the following expressions into the chat box: 'I wish to speak to customer service' or 'personal assistance.'
• The bot will then ask a few more questions, including 'what is your email address.' Note: It automatically generates a ticket to forward your request to our customer service department.
• Check you've received a confirmation email from us.
• Please wait for one of our agents to respond to your request. 

Note: If the bot needs to forward your request, this process ensures our agents have all the information they need to answer your query as fast as possible. 

Top tip: Check our FAQs above for comprehensive answers to common questions.

Head on to our Knowledge Base to submit a ticket requesting support.

Before submitting a request, please consider using our chatbot. If the chatbot cannot provide the information you need, it will forward your issue to our Support team. Completing the chatbot flow will ensure that our Support team has all the information necessary to assist you, which may lead to a faster resolution.

How to submit a Support ticket

• Head to our Knowledge Base.
• Click on the 'submit a request' button.
• Fill out the form with your contact details.
• Please explain your issue in as much detail as possible.
• Check the suggested pages that relate to the issue you are facing, as this may lead to a faster resolution time.
• Please attach any documentation that may help our Support team solve the problem.
• Click submit.
• You will receive an email confirmation that will include your Support ticket number. Our team will assist you as soon as possible.

Our Support team will review your ticket and reach out to you. Please note that during peak travel seasons, our team may take longer than expected to reply. However, rest assured that we are working on it.

Top tip: Check our FAQs and Community to see if your question has already been answered. Or if your issue has already been resolved. 

Have you placed an order with us? To check the status of your order, or to change your personal details, log into your Eurail.com account. You'll need your email and password handy.

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