Booking Conditions

The following capitalised terms in these General Conditions have the meanings given to them in this article, both in singular and plural form.

1.1        Eurail: Part of Eurail B.V., registered with the Chamber of Commerce under number 30206952, with registered office at Leidseveer 10 in Utrecht, the Netherlands.

1.2        Eurail Group G.I.E: The umbrella organisation of Railway Companies, which jointly issue the Rail Passes. With registered office in Utrecht, the Netherlands, and registered with the Chamber of Commerce under number 30172825.

1.3        Customer: The natural or legal person who or that purchases a product, such as a Rail Pass or Reservation, through the Website.

1.4        Customer Service: The customer service available to all Customers via the contact details mentioned above.

1.5        Agreement: The agreement between the Customer and Eurail.

1.6        Rail Pass: The physical ticket for the European rail network, consisting of the Rail Pass and the Pass Cover, which can be purchased in several variants and under various conditions.

1.7        Reservation: The arrangement whereby a seat or sleeping place for a train journey is reserved through the Reservation Service. A Reservation Ticket will be issued as proof of a Reservation.

1.8        Reservation Ticket: The physical or electronic proof of a Reservation.

1.9        Reservation Service: The online portal where Customers and other people who have a Rail Pass can submit requests to agents of Eurail to make Reservations on the Customer’s behalf.

1.10      Reservation Self-Service: The online portal where Customers can book Reservations themselves.

1.11      Railway Companies: Parties whose services a Customer can use, namely transport by train and any other services provided by these parties, such as transport by boat, tram, or bus. Railway Companies as referred to in these General Conditions are members of the Eurail Group G.I.E.

1.12      General Conditions: These conditions, also referred to as the Booking Conditions.

1.13      Vouchers: Codes that the Customer can use to receive a discount on the purchase of Rail Passes.

1.14      Website: The website of www.eurail.com and its subdomains.

2.1          Eurail has been designated by the Eurail Group G.I.E. as general sales organisation for Rail Passes and may act as an intermediary for the sale of Rail Passes and Reservations to Customers who wish to make use of the European Railway Companies affiliated to Eurail Group G.I.E. Eurail thus acts as an intermediary in the provision of Rail Passes and Reservations and is not a party to the (transport) agreement between the Customer and the Eurail Group G.I.E. or the Railway Companies affiliated with it.

2.2          On behalf of Eurail Group G.I.E. and the affiliated Railway Companies, Eurail would like to inform the Customer that the statutory right of withdrawal does not apply to the purchase of Rail Passes and Reservations.

2.3          Eurail may inform Customers on the opportunity to book accommodations, such as hotels and hostels, or to take out travel insurance on external websites. If any of these services are purchased outside the Website environment, Eurail cannot be considered as a party to that agreement. These services are to be performed and executed by the partner concerned. Eurail is not responsible for the performance of such agreement nor liable for any damages that may result from, for example, changes or cancellations of reservations/bookings for accommodations.

3.1          To make optimum use of the Website and all Eurail services, such as the Reservation Service, the Customer needs to register and set up a personal account. During the registration process, the Customer chooses a username (email) and password to log in to the Website after registration. The Customer is responsible for choosing a sufficiently reliable password.

3.2          The Customer must keep the login credentials strictly confidential. Eurail is not liable for abuse of login data and may always assume that the person using them is the actual account holder. All actions through the Customer's account are for the responsibility and risk of the Customer, unless the Customer has duly informed Eurail that its account may have been compromised. In any case, the Customer shall take reasonable measures to prevent unauthorized access.

4.1          Prices communicated in any offer of Eurail on the Website or via other channels, are inclusive of (local) taxes and exclusive of any applicable delivery costs and additional fees such as reservation and/or booking fees. If certain costs are fixed and unavoidable, these will be included in the prices mentioned. Any delivery costs are based on the shipping address and service level as chosen by the Customer. In any case, all costs and fees will be communicated to the Customer prior to concluding the Agreement.

4.2          An offer is deemed a binding offer, but may be changed at any time, provided that it may not be changed after acceptance by the Customer, unless in the case of a manifest error.

4.3          The Agreement is concluded when the Customer accepts the offer electronically via the ordering process and meets the associated conditions.

4.4          The Customer is responsible for providing correct personal details during the ordering process.

4.5          All payments are to be made in euros, unless other options or currencies are available. The use of Vouchers is subject to the terms specified in article 6.

4.6          Eurail has the right to investigate possible fraud and payment problems. If the investigation reveals the possible occurrence of fraud, Eurail will inform the Customer accordingly and Eurail will have the right to suspend or terminate the Agreement.

4.7          After the order has been confirmed by Eurail and payment has been received, the order shall be delivered to the Customer in accordance with article 8.

4.8          Once payment has been made, an order cannot be revised, modified, or changed. Orders are processed immediately in order to ensure the earliest possible delivery. If the Customer wants to change something in his order, Article 13 on Refunds & Changes applies.

5.1        Eurail offers several variations of Rail Passes. Each type of Rail Pass has its own conditions and limitations (age, use, number of countries, duration, etc.). These conditions are all part of the offer and are clearly stated on the Website before any Agreement is concluded.

5.2        The Customer may purchase a Eurail Rail Pass if they are a citizen of a country outside of Europe.

5.3        Citizens of the following countries are not entitled to buy a Eurail Rail Pass:

• Albania, Andorra, Austria, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Faroe Islands, Finland, FYR Macedonia, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia and Kosovo, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, or Vatican City.

5.4        Individuals who do not belong to any of the groups defined in article 5.2 cannot purchase a Eurail Rail Pass, but can purchase an Interrail Rail Pass through www.interrail.eu, the website of Interrail where Europeans can purchase Rail Passes.

5.5        Subject to article 6, Vouchers may be redeemed when purchasing a Rail Pass.

5.6        After the purchase has been confirmed by Eurail and payment has been received, the Rail Pass shall be delivered to the Customer. Article 8 applies.

6.1          A Voucher is a code the Customer can use to receive a certain discount on the purchase of a Rail Pass. Vouchers cannot be used to pay for Loss & Theft Coverage (Pass Protection), exchange rate differences relating to the Rail Pass, Reservations or other additional fees or charges.

6.2          To receive the discount corresponding to the Voucher, the Customer must enter the Voucher code in the dedicated field during the ordering process. Vouchers can only be used prior to purchasing a Rail Pass directly with Eurail through its Website. Voucher discounts cannot be collected on expired orders of Eurail.

6.3          Only one Voucher is accepted per order and a Voucher can be used only once. Vouchers cannot be converted into cash and may and cannot be sold to third parties.

6.4          Any specific conditions applicable to the Vouchers, the products for which the Vouchers can be used, and their validity and value will be specified on each Voucher issued by Eurail. Eurail reserves the right to change the conditions of use for Vouchers at any time.

7.1          Eurail offers Customers a service to make Reservations for a large number of European trains. Depending on the train and Railway Company, the necessary Reservation can be made through the Reservation Self-Service or the Reservation Service as indicated on the Website. The Reservation Self-Service allows a Customer to make Reservations for certain trains themselves for a limited number of European trains, without further personal assistance of Eurail. The Reservation Service allows Customers to request agents of Eurail to arrange a Reservation for most European trains that are not available via the Reservation Self-Service.

7.2          Both these services are only available to Customers that have a personal account for the Website. Any details provided by the Customer during the reservation process are used to make the Reservation(s) and to provide the Customer with the Reservation Ticket. The Customer is responsible for the completeness and accuracy of this personal information and for selecting the correct travel itinerary and time for which the Customers wishes to make a Reservation.

7.3          Reservations details cannot be changed after the order (in case of Self-Service) or request (in case of the Reservation Service) has been filed by the Customer. After filing, Eurail is not able to amend the Reservation. In that case, the Customer should approach the relevant carrier directly to find out if amendments are possible without Eurail’s interference.

7.4          After the Reservation has been confirmed by Eurail and payment has been received, the Reservation Ticket shall be delivered to the Customer. Article 8 applies.

8.1          Rail Passes and physical (paper) Reservation Tickets will be delivered to the (shipping) address the Customer has indicated in the order. All non-physical Reservation Tickets (e-tickets) will be sent to the email address associated with the Customer’s personal account. Such e-tickets will also be saved in Customer’s personal account.

8.2          The delivery times communicated by Eurail on the Website or its other channels are to be understood as indicative. Eurail does everything reasonably possible to arrange delivery on time. However, Eurail cannot give any guarantees in that regard. Eurail is not liable for delays and the consequences thereof if the delivery time is indicative. If the stated delivery time is a strict deadline, the above does not apply and Eurail is obliged to deliver within the stated period, provided that the Customer has provided correct information and is able to take receipt of the order.

8.3          If the order is not received on an indicative delivery date, the Customer may contact the Customer Service. If a strict non-indicative delivery date has been agreed upon, the Customer should contact the Customer Service immediately if the order is not delivered on time. Eurail will then provide a solution in consultation with the Customer.

8.4          Eurail advises the Customer to check the order immediately upon delivery. If the order is incomplete, information on the Rail Pass or Reservation Tickets is incorrect, the Customer is advised to contact the Customer Service as soon as possible.

8.5          If a Rail Pass is not delivered on time, the Customer may - when covered by the applicable refund policy - exchange the Rail Pass for a new Pass through the Website or purchase a new Rail Pass at one of the major European railway stations and apply for a refund through the Website. For more information on refunds and exchanges, please see our Website.

8.6          If the delivery method allows for online order tracking, the Customer will receive the tracking data in the email confirming dispatch. It is the responsibility of the Customer to check the tracking data periodically to see if there are any problems with the delivery, and act accordingly.

8.7          Once the package has been delivered and/or the Customer has signed for receipt, the risk in respect of the order passes to the Customer.

8.8          Eurail is never liable for loss, late delivery, or any other type of damage if this is attributable to the actions of the Customer. This is the case if they do not take receipt of the package or, for example, provided incorrect information in the ordering process.

9.1          Complaints regarding Eurail’s service, the Website and the execution of orders through the Website can be addressed to the Customer Service. The complaints department handles all communications and/or requests for a refund on behalf of the management of Eurail. The complaints department can be contacted during working days and strives to respond to the Customer within two working days.

9.2          If Eurail is not able to send a substantive reply within the aforementioned period, the Customer shall be informed of such within the aforementioned period with an indication on when a reply may be expected. If the Customer is not satisfied with the way its complaint is handled, the Customer may submit the complaint to the European ODR Platform which can be found at https://ec.europa.eu/consumers/odr/, provided that the Customer entered into the Agreement as a consumer.

9.3          Complaints regarding the Rail Pass, the Reservation or the train journey, such as the operation of the Rail Pass, train quality, railway personnel (including seizure of Rail Passes), strikes or the fact that certain trains have only a limited number of seats or require a Reservation, should be addressed to the relevant Railway Company. If preferred, the Customer may also contact the Customer Service for such complaints. Where appropriate, Eurail will then forward the complaint to Eurail Group G.I.E.

10.1          The Customer understands that Eurail acts merely as an intermediary in the sale of Rail Passes and Reservations. Eurail is not responsible for the performance of the agreement the Customer concludes with the Eurail Group G.I.E. or the Railway Companies as a result of these intermediary services. Therefore, Eurail cannot be held liable in any way for any damages resulting from the agreement between the Customer and Eurail Group G.I.E. and/or the Railway Companies, as the case may be.

10.2          Eurail is not responsible or liable for any loss (consequential loss or otherwise); any damage (including, but not limited to, loss of or damage to clothing, luggage or property of passengers); death, injury, delay, inconvenience or disturbance caused by, arising from or in connection with any defect to a train, vehicle or other means of transport by land or sea that is used or rented or travelled by; or due to negligence, wilful misconduct, strikes or other acts, omissions or negligence by any Railway Company or other provider of goods and services. After all, Eurail is not a party to the agreement between the Customer and the Railway Company.

10.3          The Website may contain links to websites of third parties, through plugins or otherwise. Eurail does not guarantee the proper functioning of these links. Eurail has no control over these websites and does not accept any liability for the consequences of using and/or visiting these websites.

10.4          Eurail has the right to take the Website temporarily out of service or limit its use, for example for maintenance or to make adjustments to the Website. This will never give rise to any entitlement to compensation.

10.5          Should there nevertheless be any liability resulting from the Agreement or otherwise, for any damages, then Eurail’s liability will be limited to an amount not exceeding the purchase price of the Rail Pass or Reservation to which the damage relates, as purchased by and in the name of the Customer.

10.6          The limitations of liability for damage, as contained in these General Conditions, shall not apply if the damage is due to an intentional act or gross negligence on the part of Eurail.

11.1          These General Conditions and any Agreements between the Customer and Eurail are governed by Dutch law and the competent court is the District Court for Central Netherlands (The Netherlands), unless mandatory law dictates otherwise.

11.2          In case of a dispute about the General Conditions and the translations thereof, the English text prevails over the other translations, provided that the English version has been provided to and can be understood by the Customer.

12.1          The use of a Rail Pass is governed by the Conditions of Use issued by Eurail Group G.I.E. The most up-to-date version of the Conditions of Use is referred to in Appendix 2.

12.2          Travelling with a Rail Pass is subject to the conditions, rates and regulations issued by the relevant Railway Companies. These conditions may also stipulate that it is mandatory to make a Reservation for certain trains in some countries. An overview of the terms & conditions of the Railway Company can be found on the website of the respective operating carrier.

12.3          A Rail Pass must be activated before it can be used and is strictly personal, non-transferable, and valid only upon presentation of a passport or other recognized photographic identification document. Copies are not accepted. Those who travel with a Rail Pass without a passport or a legal equivalent may be subjected to the payment of a full-fare ticket and a certain fine, subject to the rules of the relevant Railway Company.

12.4          A Reservation Ticket can only be used on the date and time specified on the Reservation Ticket and is only valid while traveling with a valid activated Rail Pass. It is the Customer's responsibility to be in possession of a valid and activated Rail Pass on this date.

12.5          Railway personnel are always entitled to ask the Customer for an identity document. Citizenship can be proven by means of a valid passport or identity card. For the purpose of this article, an identity card is defined as any identity document the Customer may use for travelling.

12.6          Place or country of residence can be proven by means of official residence documents issued by the government. This must be a document that clearly proves that the Customer is registered in the country where they live. Documents vary by country.

12.7          The Customer must ensure that they are in possession of all necessary travel documents and visas.

13.1          In general, refunds and changes for Rail Passes or Reservations are not possible. In certain specific cases, Eurail may agree to a discretionary refund, change or amendment. However, these situations will always be subject to Eurail’s approval and, in case of Reservations, subject to the applicable refund policies of the respective carrier.

13.2          More information on refunds and changes can be found on the Website.

The use of the Eurail Pass is governed by the conditions of the Railway Companies and the Conditions of Use issued by Eurail Group G.I.E. The link below will show you the most up-to-date Conditions of Use.
 

Eurail Pass 2019 Conditions of Use

If you would like to contact us, you can reach us through the following channels:

General:      customerservice@eurail.com

Purchases:  purchases@eurail.com

Complaints: complaints@eurail.com

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 strive to reply to your emails within 2 business days in your preferred language: English, Spanish, Portuguese, Chinese, Korean, or Japanese.
 

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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, Eurail.com reserves the right to:

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Disclaimer

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 Eurail.com, 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, Eurail.com 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.