Service Policy

Our team of rail pass experts strive to answer all your questions asked by email and on our Facebook and Twitter pages with the most correct and useful information. We also offer after sales order support via phone. 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. If the above rules are not respected, reserves the right to:

  • Terminate any conversation or refuse to respond to any email, tweet, or Facebook post deemed inappropriate.

  • Cease communication with any email, tweet, or Facebook post that hinders the workflow of the customer service team, or the contact between the customer service team and other customers.

  • Delete or hide tweets or Facebook posts.

  • Deny access to its social channels.

Give us your feedback!

If we’ve provided you with outstanding service or if you’re happy with our website, we’d 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're also very proud that we won the National Business Success Award for Best International Train Travel company, thanks largely to our great Customer Service.

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.


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.