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Coronavirus (COVID-19) update

Updated February 16, 2021

 

The health and safety of our customers is very important to us, so as you plan your future travels, we recommend that you follow the health and travel advice of the national government in your country of residence as well as that of the national governments of any countries you are interested in visiting.

 

Check out our coronavirus information center for up-to-date travel information per country.

 

Exchange and Refund Policies

 

To support our travellers in adjusting their plans, we have expanded our exchange and refund policies and extended our travel validities. Our customer service team is doing their very best to respond to your questions in a timely manner, and we thank you in advance for your patience. We are giving first priority to the travellers who planned to start their trips the soonest. We will continue to assess and update our policies regarding our Passes as needed.

 

If you have purchased your Pass from another website or directly from a rail carrier at a train station, please contact the seller directly for the fastest response time.

Information for customers who have purchased a Pass, but have not yet travelled

 

The normal deadline for exchanging or returning your Pass has been extended, so you can request an exchange or refund up until September 1st, 2021 if you purchased your Pass on or after June 1st, 2019 and before April 1st, 2020.

 

Postponing your trip

 

If you have purchased a Pass but have not yet started travelling, the following conditions apply:

 

  • All travellers who purchased their Passes on or after June 1st, 2019 and before April 1st, 2020 are automatically entitled to a Pass exchange.
  • All travellers who purchased their Passes before June 1st, 2019 will have their cases individually assessed by our customer service team. 

 

When you are certain of your new travel plans, get in touch with our customer service team by September 1, 2021 to process your Pass exchange. You can select a start date for your journey that is up to 11 months from your exchange date. Please keep in mind that a Pass exchange takes at least 3 weeks. 

 

If you are not yet sure whether you will need to postpone your trip, you can assess the situation at a later time and this policy will still apply to you.     

Cancelling your trip

 

We are suspending our normal Refund and Exchange Policy for travellers who are affected by Coronavirus.

 

If you have already purchased a Pass but have not yet started travelling, the following new conditions for cancellation apply:

 

  • If you purchased a full-price Pass on or after June 1st, 2019 and before April 1st, 2020, you are entitled to a 100% refund (normally 85% refundable).
  • If you purchased a promotional-price Pass on or after June 1st, 2019 and before April 1st, 2020, you are entitled to an 85% refund (normally non-refundable).

 

To request your refund or Pass exchange, please contact customer service before September 1st, 2021. 

 

Please be aware we are currently prioritising customers whose plans are immediately affected.

Information for customers whose trips were interrupted

 

To support customers whose trips were interrupted (commenced their journey prior to March 20th, 2020) and had to change their plans, the following conditions apply:

 

  • 3 or 4 day Passes: If you have used 2 or less travel days we will offer you an exchange for the same Pass you purchased (no exchange fees).
  • All other Passes: if you have used 4 or less travel days, we will offer you an exchange for the same Pass you purchased (no exchange fees).

 

There are no immediate steps you must take to claim your Pass exchange. When you are certain of your new travel plans, get in touch with our customer service team to arrange your Pass exchange. You can request your Pass exchange until September 1st, 2021. If you purchased Pass Protection with your original order, this will be included with your replacement Pass as well. 

 

Important information: your Pass and Travel Diary are required when you exchange your Pass for showing how many Travel Days you used. Please keep them safe as an exchange is not possible without them.

 

If your personal situation is not covered by the above, please be reassured that we are here to help.