Rail Protection Plan

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Rail Europe (“RE”) is pleased to offer its Rail Protection Plan (RPP) for all European rail passes, train tickets and reservation (“products”) issued through our company. Please read the terms and conditions below in their entirety.
The following terms and conditions are valid from March 7,2019. This version cancels and replaces previous versions.

Applying for a Cancellation under the Rail Protection Plan

  • Travellers will be issued a refund to the original form of payment at no penalty, equal to the value of the cancelled products containing the Rail Protection Plan, no questions asked when the below conditions are met.
  • No explanation is required for cancellation requests on product(s), no questions asked.
  • Paper Products – Cancellation request for paper rail passes and paper tickets: Rail products issued on traditional Rail Ticket Stock, must be returned and received by Rail Europe no later than five (5) business days BEFORE the scheduled train departure date or first date of travel given at the time of booking. NOTE – rail passes that do not show a pre-validated first date of travel, must be received by Rail Europe no later thirty (30) days from the original issuing date that is stamped on the rail pass provided by Rail Europe.

Request for Rail Protection Plan refund must be completed by filling out this form.

  • Once the cancellation request has been reviewed, travellers will be notified by email where the original paper passes, tickets & reservations need to be sent to complete the Rail Protection Plan refund request. NOTE – the Rail Protection Plan refund is only released for accepted claims once the paper original documents have been received by Rail Europe.
  • Electronic Products : Print at Home, Print at Station or Mobile – cancellation requests must be received by Rail Europe via email no later than five (5) business days BEFORE the regularly scheduled train departure date or first date of travel.
  • Request received less than (5) business days noted above for paper or electronic products will not be eligible for the RPP Cancellation Benefit and will be processed under the normal cancellation penalties listed with the traveller’s tickets , passes or reservations.
  • To request a Rail Protection Plan for an Electronic Product, please start your request by filling out this form.

Applying for a Refund in the case of strike under the Rail Protection Plan

  • If while traveling in Europe, your trip is interrupted or stopped due to a rail strike, you will be reimbursed for the value of the unused train ticket/reservation/travel day.
  • Paper Products -Train ticket or reservations, not used due to a strike must be stamped at the European train station by a railway official indicating the train ticket/reservation.
  • Requests for reimbursement due to strikes must be started by filling out this form.
  • Once the strike request has been reviewed, travellers will be notified by email where the original paper passes, tickets & reservations need to be sent to complete the strike refund request. NOTE – the refund in the case of strike is only released for accepted claims once the original paper documents have been received by Rail Europe.
  • Notice: Refund requests due to strikes while traveling in Europe must be received within thirty (30) days of your return from Europe for paper tickets/reservations/rail passes.
  • Rail Passes - In the case the traveller is holding a rail pass, this provision only applies in the event the entire travel day could not be used due to the strike and the traveller has a corresponding seat reservation stamped unused by a railway official to support that the rail pass travel day could not be used. In the event the rail pass travel day was partially used, no refund is offered on the Rail Pass travel day.
  • Electronic products: Print at Home, Print at Station or Mobile

a.Tickets or Passes already printed at the station must follow the same procedure as mentioned above for paper products.

b.If the ticket or pass has not been printed at the station, travellers requesting reimbursement due to strikes must submit their request by filling out this form. BEFORE the train departure date or first date of travel.

  • Print at Home or Mobile – Travelers requesting reimbursement due to strikes must submit your request by filling out this form BEFORE the train departure date .

Applying for reimbursement in the case of a missed train connection under the Rail Protection Plan

  • If while traveling in Europe, you miss your connecting train trip due to a flight or train delay caused by a mechanical failure or weather, you will be reimbursed the value of the unused connecting train ticket, reservation or travel day.
  • In the case of a rail pass, this provision only applies in the event the entire travel day could not be used due to the missed connection and does not apply if the missed connection only partially interrupts the use of a travel day.
  • Missed Connection Caused due to a Flight Delay

a.Travellers must provide proof of the delay from the airline documenting the delayed flight or cancellation.

b.Train connections departing directly from a train station located at the arrival airport must have a minimum connecting time of 3 hours.

c.Trains connections departing from any train station not located at the arrival airport, must have a minimum connecting time of 4 hours.

  • Missed Connection Caused due to a Train Delay

a.Travellers must request a statement from the railway conductor documenting the delayed train or cancellation. Note – in the event the railway conductor is unable to provide a statement of the delay or cancellation, visit the station ticket window where a railway or carrier agent can assist.

b.Train connections departing in and out from the same train station must have a minimum connecting time of 20 minutes.

c.Trains connections departing in and out from different train stations must have a minimum connecting time of 1 hour.

  • Travellers without the minimum connecting time noted above for Flight or Train, will not qualify for reimbursement.
  • Coverage does not apply for missed connections caused due to the traveller arriving late for his or her flight or train or any other reasons other than mechanical or weather delay of the flight or train.
  • Travellers will either be refunded the value of the unused ticket, travel day, reservation due to the missed connection or the cost of a replacement product(s), whichever is less.
  • Travellers must purchase a replacement product(s) in order to continue with his/her travel plans.
  • Request for reimbursement due to missed connection, must be requested within thirty (30) days upon return from Europe. Travellers must submit a statement to RE
    including the proof from the airline or train conductor of the missed connection, original product(s) purchased, replacement product(s) purchased due to the missed connection, and a brief explanation of the situation.
  • Paper Products Rail Pass, Train Ticket or Reservations, not used due to a missed connection must be emailed to Rail Europe including scanned copies of the original ticket, rail pass and or reservation not used, receipt of the replacement product purchased to continue travel, statement from the airline / railroad documenting the weather or mechanical delay. Requests for reimbursement due to a missed connection must be started by filling out this form.
  • Once the missed connection request has been reviewed, travellers will be notified by email where the original paper passes, tickets, & supporting documents need to be sent to complete the missed connection request. NOTE – the refund in the case of missed connections is only released for accepted claims once the original paper documents have be received by Rail Europe.
  • Electronic Products: Print at Home, Print at Station or mobile To request a refund for an Electronic Product due to missed connection, travellers must email the receipt of the replacement product purchased to continue travel, statement from the airline or railroad documenting the weather or mechanical delay. Travellers requesting reimbursement due to a missed connection must start their request by filling out this form.

Applying for reimbursement in the case of loss or theft under the Rail Protection Plan

  • Paper Products -Travellers’ product(s) must have been lost or stolen while traveling in Europe.
  • Travellers will either be refunded the value of the unused portion of the lost or stolen paper product(s) or the cost of a replacement product(s), whichever is less.
  • Travellers must file a police report within twenty-four (24) hours of the incident.
  • Travellers must purchase a replacement product(s) in order to continue with his/her travel plans.
  • Coverage does not apply for product(s) lost or stolen BEFORE departing to Europe.
  • Within thirty (30) days upon return from Europe, travellers must email Rail Europe a scanned copy of the police report, replacement product(s) purchased abroad, airline tickets from into Europe and returning and a brief explanation of the situation. Travellers requesting reimbursement due to loss or theft must start their request by filling out this form. Once the loss or theft request has been reviewed, travellers will be notified by email where the scanned copies of their supporting documents need to be sent to complete the missed connection request.
  • Electronic Products (Print at Home or Mobile)-Loss or theft coverage does not apply to travellers with Print at Home or Mobile electronic products.
  • Electronic Products (Print at the Station) Tickets / Passes already printed at the station must follow the same procedure as mentioned above for paper products.

More details for submitting a request:

  • All original paper tickets/rail passes/reservations, supporting documents and the completed Contact Us request involving request for Cancellations, Strikes or Missed Connections must be sent to the local RE branch or customer service office to complete their credit or re-imbursement request once the initial Contact Us request has been submitted and reviewed.
  • Once the initial email claim has been reviewed and accepted, travellers will receive an email from Rail Europe advising where the address of the local RE branch or customer service office. NOTE – the credit or re-imbursement request is only released for accepted claims once the original paper documents have been received by Rail Europe
  • It is recommended that product(s) being returned for a claim under this program be sent by a traceable mail or post service.
  • All Rail Protection Plan requests will be processed within 10-14 business days once all the required documentation has been received.
  • Once the refund is processed by Rail Europe, the timeline to receive the refund back on the original form of payment will vary depending on your country of residence and your bank’s processing times.
  • Rail Protection Plan refund requests that are approved, will be processed and returned back to the original form of payment.

Description of Rail Protection Plan:

  • Rail Protection Plan is non-refundable and non-exchangeable except as noted below.
  • If travellers can prove, with supporting documentation that they previously purchased an insurance policy covering same benefits as the RPP, travellers are entitled to cancel and receive a full refund on the cost of the RPP purchased with Rail Europe. Written notification along with supporting insurance documentation must be received within 14 days from original purchase date and none of the RPP benefits may have been used to receive an instore credit or refund.
  • If you make any claim knowing it to be false or fraudulent in any respect, no benefit shall exist for such claim and your benefits may be cancelled. Each claimant agrees that representations regarding claims will be accurate and complete. Any and all relevant provisions shall be void in case of fraud, intentional concealment, or misrepresentation of material fact.

Exclusions: This program does not apply to any loss caused by:
a) Delay or detention or confiscation by Customs Officers or Officials or Police or other Security Officers.
b) Product(s) not in clients’ actual possession at the time of loss.
c) Acts of God, war, invasion, act of foreign enemy, hostilities (whether war be declared or not), terrorist acts, civil war, rebellion, revolution, insurrection, military or usurped power.
d) Any dishonest, fraudulent or criminal act by the paper tickets,rail passes,reservations,city passes or tours holders.
e) Damage due to wear and tear, gradual deterioration, vermin or inherent vice.
f) No change to this program will be valid unless authorized solely by RE.
g) No legal action can be brought against RE to recover until sixty (60) days after we received a completed RPP Request from this form.
h) No legal action against RE may be brought more than five (5) years after the time for submitting the completed RPP Request from the Contact Us Page. Further, no legal action may be brought against RE unless all the terms of the RPP have been complied with fully.
i) Some products may already include some of the benefits under the Rail Protection Plan. Please consult your terms and conditions for selected products BEFORE purchasing the Rail Protection Plan.

More details

  • Rail Protection Plan Terms and conditions shall be governed by the laws of France. If no amicable settlement is reached, all disputes concerning the RPP will come under the jurisdiction of France.
  • For additional terms and conditions complete details please visit the Rail Protection Plan terms and conditions available on the Rail Europe website.

Important: Please print and keep these Terms & Conditions with your travel documents.