Exchanges and refunds are possible for certain types of tickets, depending on its fare and method of delivery. Please select your ticket’s method of delivery below.

• 

  Paper ticket

  Refund

  Paper tickets must be returned to the issuing office for a refund. Some tickets may allow the refund process to be initiated online. Use our Quick Refund Check tool to verify.

  Otherwise, all paper tickets must be returned prior to train departure to the issuing office or stamped "not used" by a railway official in the departure station before train departure. If stamped unused, paper tickets must be sent to the issuing office, via traceable method, within 30 days of train departure date.

  Exchange

  Paper tickets must be returned to the issuing office to be exchanged.
  Please call our Customer Care center prior to departing to Europe.

• 

  Print at Station ticket

  Refund

  • I haven’t retrieved my ticket yet.

  Fully and semi flexible fares can be refunded online.

  • I’m in Europe and retrieved my ticket.

  Fully and semi flexible fares can be refunded according to their fare rules. Please have your train ticket stamped "not used" by a railway official at the departure station before train departure and return it to our Customer Care Center within 30 days of the train departure date. In addition, please notify us here.

  Exchange

  • I haven’t retrieved my ticket

  Exchanges must be requested from our Customer Care Center at minimum 3 business days prior to the actual travel date of the original ticket.

  Please contact our Customer Care Center during regular business hours:

  
  Or contact us by clicking this link.

  • I’m in Europe and retrieved my ticket.

  Please contact our Customer Care Center during regular business hours or check with a railway official at the departure station.

• 

  Print at Home ticket

  You can request a refund for a Print at Home ticket online. Exchanges must be requested from our Customer Care Center at minimum 3 business days prior to the actual travel date of the original ticket.

  Fully and semi flexible fares can be refunded online.

  • I’m in Europe and within 3 days of my travel date

  Please contact our Customer Care Center during regular business hours:

  
  Or contact us by clicking this link.

  If you have an account with us, sign in and click on "Refund Request" in your user account. Otherwise, please complete the Quick Refund Form

Important Information

• Some rail carriers will apply the more restrictive refund rule when two different types of fares have been booked together (ex. Full fare ticket with a Book Early fare ticket in one booking / Passenger Name Record).
• Shipping fees, processing fees, and seat reservations are not refundable.
• Some rail carriers require that your ticket be stamped not used by the local ticket agent at the station.
• Exchanges and Refunds, when applicable, are subject to an administrative fee of up to 7%.
• The Rail Protection Plan is not refundable nor exchangeable.
• Activities that have been confirmed directly with the supplier, cannot be refunded.