Complaints

This profile includes complaints for Rail Europe, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rail Europe, Inc.

  333 Westchester Ave Ste W2200 White Plains, NY 10604-2910

• 

  Rail Europe Inc.

  Oakland, CA 94602

• 

  Rail Europe, Inc.

  PO Box 27552 Oakland, CA 94602

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Eurail pass with 4 days of travel and a $7 travel protection that allowed me to get a refund for any unused seats. I used 2 seats. I requested my refund for the unused seats on February 19, 2025. I was not provided the refund of around $200 USD. In sum, ****** fraudulently misrepresented their products and services to ****** when a dispute was filed. This caused ****** to demand I settle this with ****** directly, I reached out to their customer support and it has been 1 month and no one has responded to my ticket. I am demanding a refund for the 2 seats, plus additional compensation for the undue hardship and cross to bear of the 1 month of trying to have my matter settled and being ignored by Eurail.

  Business Response

  Date: 03/28/2025

  I am unable to find a booking with the complainant's name or email address. If a Rail Europe booking number is provided, I'd be happy to investigate further. However, I see he referenced ******, which is a different company. We are Rail Europe; we sell ****** passes but again did not find a booking with this name or email address. Perhaps the Eurail Pass was purchased on ******'s website: **************. I recommend the complainant contact Eurail directly. 
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First and foremst, I would like to state that ****** did NOT provide my family and I any services WHATSOEVER. ****** not only provided no services but blocked my ability to even use the services paid for after being told a dispute was imminent. Again, ****** provides tickets to ride trains in the ** and they NEVER provided myself or anyone in my party transportation on a train.On December 24*, 2024, I was charged for the ability to ride, in first class, trains throughout the ** in the amount of $1713.00. I downloaded the app and connected my account. All appeared to be good to go. On December 27*, 2024, my family and | landed in ******, *********** and boarded a train to ********. After departing the station, the inspector approached us for our tickets. I showed him the EURAIL tickets. The inspector then notified me that this wasn't enough and that more information was needed. It was obvious that had paid for all 6 of us but it still wasn't proving enough information to the inspector for some reason. I handed my phone to the inspector, like an open book. He was looking through it for several minutes. He then decided this wasn't good enough and that he was going to charge us for riding in first class plus a fine. This was actually quite embarrassing as my mother, wife, and three children plus the rest of the train car seeing this happen. I was forced to pay $762.64 for the train ride for the six of us for the trip to ******** from ******. Once the inspector collected payment and moved on, I immediately began communications through email with ******. Very upset by this issue I asked for a refund of all EURAIL charges. This was obviously denied. I told ****** if they don't refund this, I will dispute it. EURAIL then BLOCKED my ability to use these paid for passes. ****** did, in two instances, offer to return a little over $400.00 to my account but this was too little FAR too ********* SERVICES WERE PROVIDED! THIS WAS A SCAM! A DIGITAL SCAM!

  Business Response

  Date: 03/28/2025

  I could not find a booking with the complainant's name or email address. If a Rail Europe booking number is provided, I'd be happy to investigate further. However, the complainant referenced ******, which is a different company. Rail Europe sells ****** passes but if the passes were purchased from ****** directly, the complainant should contact ****** at **************. 

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket from ****** to **** for September 21, 2024. This involved two trains with a transfer. The first train was delayed and I missed the second train. Their policy is that I could exchange tickets for the second train as long as I did it before I made the exchange before the departure of the second train. I attempted to do that but their software failed. I took screenshots which demonstrated the problem. Raileurope has acknowledged that failure, has promised me a refund of $87.10 as of October 23rd, but after two additional months has not refunded the money. I originally disputed the amount with ************ but the bank charged the amount back to my credit card over two months ago. It's a small amount of money and the company has been very responsive in promptly and politely responding to all of my emails, but they seem simply incapable of refunding money that they have repeatedly acknowledged that they owe.

  Business Response

  Date: 01/07/2025

  Dear *** *******,

  I'm sorry for the delay in refunding your rail ticket, and any inconvenience and frustration. Our records show that a refund in the amount of $87.10 was processed on December 30, 2024, to the original form of payment, and an email confirmation was sent to you the same day. I hope this resolves the matter. 

  Thank you again for your patience while we worked to obtain a refund from the rail carrier. Please note, we are a distributor of European rail tickets, we are not the rail carrier or operator. Nonetheless, our apologies for the delay. 

  Kind Regards,
  Rail Europe 

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant: Rail Europe Amount: $131.95 Dispute: I looked up a train ticket for the departure on July 25th from ******* to ***** on Rail Europe in order to make a plane journey departing later that day. I was able to find a ticket and proceeded to the checkout. On the checkout screen the ticket was confirmed for the 25th, and after completing payment the tickets I received were tickets departing for July 26th. I emailed Rail Europe as soon as I received the incorrect tickets for a refund, as I believe this was not my error (refund request email attached). Rail Europe denied the refund due to the ticket departure date being within 7 days of the refund request. The merchant provided an option to exchange the ticket for a fee of $15, with no July 25th ticket option available when searching again, so I was unable to do anything with the unwanted ticket.Id like to reiterate that I am not disputing their 7 day refund window policy. I strongly believe that their system had an issue and incorrectly issued me train tickets for the wrong date. The booking was done on a mobile phone, while searching for a low inventory ticket (scrolling through date page left and right). Everyone else in my travel group had this same issue when attempting the same booking and received the 26th train tickets when seeing 25th on their checkout using Rail Europe. They are disputing this charge as well.

  Business Response

  Date: 09/29/2022

  Thank you for your inquiry. I reviewed the booking history and after-sales correspondences. Our website keeps an audit log of each step/action of a booking. Our audit logs indicate that the date initially entered and maintained throughout the booking process was July 26, 2022. I have attached the audit log for booking *********. 

  
  Note, the calendar on our website is in European format, starting the week on Monday, not Sunday, like the American calendar.Perhaps you were looking at and selected the day of the week instead of the date.

  
  As the booking audit logs show the date did not change, and that a summary review page is displayed prior to payment and invoicing, I'm afraid we are not able to process a refund as we must abide by the terms and conditions set forth by the railway carrier. 

  
  I'm sorry this is not the response or outcome you were hoping for. 

  
  Regards,
  *****
  Rail Europe Customer Care

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I'm aware the the system logs show that the search is for July 26th - my claim is that I believe this is a result of an error in your website. If this issue only happened to me, I would surely think that this is an error on my part. However, this happened to *every single person* in my travel party that was also trying to book tickets for July 25th on the same day - tickets that we all showed each other and verified was for the 25th before placing the order. As easy as it is for humans to misread a date when booking, it is just as easy to have a bug in a website that logs wrong information and sends wrong tickets.

  In our particular case, there was few (if none) of the 25th tickets available at the time of booking. We scrolled around different dates and scrolled backwards from the 26th to show the 25th dates. It's possible that the tickets that showed up on our screen was from an old cache based on the way your website loads tickets from 'previous days'.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an online 7 day EuroRail pass as soon as we paid and tried to use we were given a message that we would have pay extra seat booking fees for trains. Even when we tried to do this we got a message from EuroRail stating this 2022 season was oversold and even though they took the money for our pass they did not have any more available tickets. This repeated every trip we tried to book. When we asked for a refund they advised us to go on their site and request. They hold back 15% of the refund even though they have bait and switched the consumer. When you do request the refund from the site it states there is an error and to contact customer service. When you click on that link you get an error page not found from their website. This business should be notifying consumers prior to taking their money that they cannot currently deliver the service.

  Business Response

  Date: 08/17/2022

  I'm sorry to hear of the customer's issue; however, the Eurail passes were not purchased from Rail Europe. The customer seems to have purchased the passes from Eurail. Rail Europe is a distriputor of Eurail products but Eurail also sells their products on their website **************. Our company is a separate company, Rail Europe. Please contact Eurail for further action. Thank you.