Omnia Vatican and Rome Card

• Q. If there’s been a strike, how do I request reimbursement through the Rail Protection Plan™?

  A. Only some train tickets are eligible for reimbursement due to strikes. Please send your tickets back to our Rail Europe office at the address included in the Rail Protection Plan™ documentation that accompanied your train tickets or rail pass, and include the traveller’s Request Form.

  A European railway official at the station must have stamped the train ticket indicating it was not used due to a rail strike. Requests for refunds of printed e-tickets in relation to a rail strikes must follow the procedure mentioned above. If the e-ticket has not been printed, requests for reimbursement can be e-mailed to customerrelations@raileurope.com, prior to the train departure date.

  Notice of any refund request in relation to a strike must be given within thirty 30 days of your return from Europe. Rail passes are generally not eligible for a refund in cases of a strike under the Rail Protection Plan™.

• Q. Why are e tickets not available for certain trips?

  A. Availability of e-tickets depends on two factors: whether the rail company operating the train offers e-ticketing, and if it does, whether Rail Europe was granted technical access to their inventory to enable e-ticketing on their behalf.

  Not all European rail companies offer e-tickets. But when they do, we work with them to make this option available on our website. And we’ll continue to do so in order provide more e-ticket options for your convenience.

• Q. Can I purchase a rail pass when I'm in Europe?

  A. In general, rail passes can only be purchased prior to your arrival in Europe and cannot be purchased locally. If you’re already in Europe and would like to purchase a rail pass, we may be able to assist you, please call us at 1-800-622-8600.

  With international shipping, we can send your rail pass to Austria, Belgium, Denmark, England, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Scotland, Spain, Sweden, or Switzerland. The fee for orders sent to Europe is $40 USD or $45 CAD and delivery takes 3 to 7 Business days.

• Q. Can I change seats after the train departs?

  A. You may check with the conductor once your train departs to see if there are any other available seating options.
  Please note that you should stay in the same class of service as your ticket or you may incur a surcharge.

  If you change seats and the seat you move to is reserved by another traveller, they will have priority.

• Q. What food and drink options are on board?

  A. If the train you’re traveling on offers a bar-buffet car, you’re free to walk in, sit down and eat. Or as soon as the restaurant car opens, make a reservation for any time of day.
  On many long distance trains there may be an attendant with a snack cart who travels from car to car.

  Bar-buffet cars are a unique part of the train experience, where the quality of the food and wine can rival that of a gourmet restaurant. With the exception of Eurostar, special meal requests are not available. But typically, regular menu options are plentiful and usually cater to most taste buds or dietary restrictions.

  If you travel with a Premier Class ticket, food and drinks are included and served at your seat or in the bar-buffet car.

  On local trains there’s usually no catering. However, you are welcome to bring your own food and drinks on board. Please make sure to follow the local law when considering taking alcoholic drinks on board any train.

• Q. Are there facilities on board for disabled travellers?

  A. Special amenities for disabled travellers are offered on trains and at many train stations, and are clearly indicated with pictograms (for telephones, toilets, elevators, etc.).

  Special equipment is also available for use by disabled travellers but must be reserved locally in advance. You can do this while you’re in Europe by inquiring at the train station or through your hotel concierge.

  Be sure to specify if you need personal assistance (whether with a wheelchair, boarding, etc.).

• Q. How do I change my login or password?

  A. If you want or need to change your login information for your Rail Europe account, log in with your current login information. Once logged in, please visit your dashboard where you will be able to edit your profile information.

• Q. I understand that some of the train stations in Italy now have gates. How do I get to my train?

  A. Some of the high traffic train stations in Italy, such as Milan Centrale, Rome Termini, and Florence Santa Maria Novella stations now have entry/exit gates. Access through these gates is exclusively reserved for ticket holders. It is suggested that you have your print at home or print at the station ticket ready to present upon arriving at these security gates.

• Q. The promo code I have expired. What can I do?

  A. We’re sorry, but once a promo code has expired, it’s unusable. You will need to proceed without the promo code to complete your booking.

• Q. What information do I need to provide in a booking to purchase with Rail Europe?

  A. We require your name as it appears on your passport (first and last name only), gender, and (in some cases) date of birth. Please note that this same information will be necessary for all travellers in your travel party.

  Depending on the type of train ticket you are booking, we may also need a physical mailing address where we can send your travel documents. We send documents using traceable shipping methods, and the package will need to be signed for. In addition, we’ll need a valid email address so we can send you an invoice, and a phone number in case we need to contact you regarding your booking.

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