Daily advice to customers concerned about the impacts of coronavirus
Updates for our customers on coronavirus (COVID-19) - Last updated 24 March 2020 with daily updates Monday to Friday.
At Rail Europe we care for the health, safety and satisfaction of our customers. We are endeavouring to process all refunds as quickly as we can and maintain the excellent service we promise at Rail Europe. However, please bear with us as we are all working under far from normal circumstances.
Europe has now become the official epicentre of the coronavirus pandemic. Our Rail Europe headquarters being in Paris, many of our teams are working from home, following government recommendations. Our primary concern, at the moment, therefore, is to preserve the health of our employees and local communities. If this means that our customer service has slowed down, we hope you will understand.
We do recommend that you send your requests for refunds so that we can add them to our list. However, please consider holding off on this if your planned journey is after April, so that we can prioritise the earlier ones. We will attend to all refunds as soon as we can, we promise.
Should your clients travel at the moment?
Train companies continue to operate in Europe, however some government authorities require that you have a valid emergency reason to travel. If so, you will need specific documentation in order to travel. Please check on the governments’ websites before departure.
Your customers have already booked and don’t want to travel. Can they get a refund?
This depends very much on the train operator you have booked for them. Their policies change regularly and we will update the details below as soon as we get information. If the train operator is not listed below, then they have not yet offered a refund policy based on coronavirus, but their normal terms and conditions will apply. In most cases, you can process the refunds for customers with Rail Europe. For exceptions, see details below.
SNCF trains (including TGV Lyria)
Full refunds or exchanges are offered to all customers who want to postpone or cancel their travel on a TGV, Intercité or TER train.This applies to journeys up until 30 April 2020, and also covers France-Germany TGV, France-Switzerland TGV and France-Italy TGV. You can apply under Help/Contact us on the website.
Deutsche Bahn trains
Full refund or exchange for all customers wanting to opt out. Valid for all travel up until 30 April 2020 as long as the tickets were booked by 13 March 2020. You can apply under Help/Contact us on the website.
All tickets being refunded, at no charge, for journeys booked up until 30 April 2020. You can apply under Help/Contact us on the website.
Off Peak and Anytime tickets for all UK journeys can be refunded at no additional cost. Advance tickets can also now be refunded, free of charge, if purchased before 23 March 2020. Valid for travel dates up until 30 April 2020. You can apply under Help/Contact us on the website.
Full refunds are available on tickets booked by 02 March 2020 for travel up to 30 April 2020 to and from the following stations: Brescia, Verona, Padua, Venice, Ferrara, Reggio Emilia, Bologna, Bergamo, Parma, Modena, Mantova, Desenzano del Garda, Peschiera del Garda, Vicenza, Rovigo, Conegliano and Treviso. For journeys to and from any other Italian destination, a full refund is given on tickets booked by 09 March 2020 for travel up to 30 April 2020. You can apply under Help/Contact us on the website.
Full refunds are offered on journeys until 30 April booked with Trenitalia including Eurocity Italy-Switzerland trains. You can apply under Help/Contact Us on the website.
Full refunds are being offered to all travellers on Thello trains between Paris and Venice for travel between 10 March - 30 April 2020. For trains between Venice and Paris, 09 March - 30 April 2020 and for all trains between Marseille-Nice-Milan between 10 March and 30 April 2020. You can apply under Help/Contact Us on the website.
Renfe and France-Spain trains
Full refund or exchange for all customers wanting to opt out of travel. Valid for all travel until 30 April 2020. Exchange or cancellation of tickets must be done prior to travel dates. You can apply under Help/Contact Us on the website.
Tickets are fully refundable for travel up to 19 April 2020, if purchased by 19 March 2020. You can apply under Help/Contact Us on the website.
Swiss Travel System (STS)
Tickets are fully refundable if cancellation is done until one day prior to the first day of travel. All other requests will be handled case by case. A refund after the first day of validity can only be done if the customer shows proof that the ticket is unused : the standard 15% handling fee will apply.You can apply under Help/Contact Us on the website.
Full refunds of all journeys to and from Italy, Slovakia, the Czech Republic or Poland, for all customers, valid until 30 April 2020. You can apply under Help/Contact Us on the website.
All Thalys tickets for journeys 10 March - 30 April are exchangeable or refundable without an additional charge. This is valid up to 2 weeks after the original travel date. All tickets for trips in May and June 2020 are also exchangeable or refundable without extra cost up to 30 days before departure. You can apply under Help/Contact Us on the website.
Full refunds are being offered on (non-promotion) Eurail passes. Travellers who have bought a promotional price pass are entitled to an 85% refund. If your customer would like an exchange, instead of a refund, any pass which was bought on or after 01 June 2019 will be given a six month validity extension. You can apply for refunds under Help/Contact us on the website.
Are all European trains being cancelled because of the coronavirus pandemic?
European train operators are updating their train services all the time as a result of the coronavirus pandemic. Many services are being cancelled, sometimes at the last minute. Please check on the train operator’s website for timetable updates.
Many thanks for your patience as we continue to inform and, hopefully, reassure you, our valued customers.
Rail Europe Customer Support