I bought two global eurail passes through raileurope off of the rick steves website. I somehow lost the passes before activating or starting to use them. I've been trying to get hold of raileurope for a replacement - I did buy insurance for the passes. The only way I can find to contact them is through email in their website. They sloooowly responded to my email basically that I'm out of luck??? So naturally I protested but no response. We are already four days into our trip. I am afraid that this company is a scam or very negligent at the least. Any advice or experience with this.?
Posted by
Tresana, Highlands Ranch, CO, USA
23626 posts
I would assume that if you lost them prior to activation, then anyone could activate them and use them. I think I can see why RE said you were out of luck. Probably no way to cancel the pass. Contact the Steves office to see what they can add. Just because you lost your tickets doesn't make RE a scam or negligent. I assume they told you not to lose the passes. I think their number is 830-584-1140. Good luck.
Edit: Three minutes of research found this --- 7.8 Lost or stolen Passes cannot be refunded or replaced, unless Loss & Theft Coverage (Pass Protection) has been taken out and the applicable specific conditions are met.
I assume you took out that specific insurance.
Posted by
OP
4 posts
The fact that they do not have a phone number and will not answer my questions makes me feel like they are an unreliable business. I bought insurance from them for theft and loss, which they were happy to sell me. The policy didn't say they are covered for loss only after activation.
Posted by
OP
4 posts
And thanks for the number I will try.
Posted by
Rick Steves' Europe
16895 posts
Nobody else can activate your pass without ID, but there's also no way to prove that nobody used your pass, unless you have the unscathed, unactivated pass on hand to inspect. You can see our summary of the Rail Protection Plan and Rail Europe's summary and from there, there's a small link to these detailed RPP Rules, which should also have come with the passes. They say, in part:
Applying for Reimbursement in the case of loss or theft under the Rail Protection Plan™
- Travelers’ product(s) must have been lost or stolen while traveling in Europe.
- Travelers 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.
- Product holders must file a police report within twenty-four (24) hours of the incident.
- Travelers must purchase a replacement product(s) in order to continue with his/her travel plans.
- Within thirty (30) days upon return to North America, product holders must submit a statement to REI including the police report, replacement product(s) purchased abroad, airline tickets from North America to Europe and return, and a brief explanation of the situation.
- If you fail to include any of these items, your claim cannot be processed.
- RPP is not applicable for product(s) lost or stolen BEFORE departing North America.
The replacement products that you buy could be either train tickets or a new Global pass, but plane tickets or car rental don't qualify. If the claim goes through, RE will reimburse the cost of the original passes, or the cost of the new purchases, whichever is less. While Eurail passes are not widely sold in Europe, they are sold at some major train stations, usually for a bit more than the price abroad. See the list of Eurail Aid Offices.
Posted by
OP
4 posts
Thank you Laura! Why didn't RailEurope give me this information when I reported the loss? I am traveling and don't have access to a lot of internet. They are very unhelpful. I will follow up tomorrow it is 0020 here in Paris.
Thanks everyone!