Exchanges and Refunds

We know plans can change and stuff happens. We make it simple for you to understand your options and request an exchange or refund if your ticket or pass is eligible. Refunds are subject to a 7% administrative fee. (...)

If you want to request a refund or cancel your ticket, the process is the same. Refund policies vary depending on the type of fare and tickets. The conditions below detail the refund process for a:

Print @ home ticket

Print @ the station ticket

Paper ticket

Rail pass

Print @ home ticket (Italo & Trenitalia)

Exchanges and refunds

We know plans can change and errors can happen. When they do, we want to make it simple for you to understand your options and request an exchange or a refund, if your tickets/passes are eligible.

Please ensure that you have read the conditions below (Refunds conditions for ‘Print @ home’ tickets) to see if you are eligible for a refund request. If so, follow the steps below:
1. Open the ’order confirmation’ email in your inbox.
2. Look in the ’order recap’ section, for your Booking Reference Number.
3. Enter the Booking Reference as well as your email address mentioned in the ‘order confirmation’.
4. Click on ‘search’ to continue with the process. Our system will display your booking order.
5. Click on ‘calculate fee’ to see if there is any applicable penalty.
6. Click on ‘refund’ to complete the refund process.

You will be refunded within a few days and the refund will be reflected on your account statement. The amount will be refunded on the account linked with the credit/debit card used at the time of purchase.

Refund process for a 'Print @ home' ticket

For any other information please read our FAQ on “Print @ home” ticket refund and Refunds, exchanges and cancellation section.

Refunds conditions for ‘Print @ home’ tickets

Travellers need to have their Booking Reference as well as the email address used for booking.
Some carriers will apply the most limited refunds when a Full Fare and a Book Early Fare are booked in together (in one and unique printed ticket with the same PNR)
No refunds are possible in Europe.
Shipping fees and Reservations are not refundable.

You will be able request a refund for the most widely used train tickets in Europe:

French domestic long distance trains and high speed trains (TGV)
TGV Lyria trains (France-Switzerland)
Eurostar trains (London-Paris-Brussels), only Business Premier class
Thalys trains (France-Belgium-Netherlands-Germany)
Other International trains to and from France, such as Brussels-France TGV and France-Germany high speed train

Other applicable fees

Refunds, when applicable, can be subject to local administration fee. Other than by railway officials, tickets must bear no evidence of having been tampered with in any way.

Refund process for a 'Print @ the station' ticket

Rail carriers have distinctive refunds process. You will find the different types of refunds and conditions that apply to major carriers such as SNCF (France), ATOC (Great Britain), Eurostar.

SNCF (FRANCE)

Already in Europe & ticket Not retrieved
If you are already in Europe and that you have not retrieved your ticket, go to any train station in France in order to release your seat before the departure time of the train. Send the original proof of the seat release by post to the local branch of our customer service (refer to your confirmation email for contact).
Already in Europe & ticket Already retrieved
If you have already retrieved your ticket from a ticket terminal in Europe, you must send the original ticket by post to the local branch of our customer service (refer to your confirmation email for contact).
Not departed from country of residence
If you haven’t yet departed from your country of residence, you must contact the local branch of our customer service before the departure time of the train. If you haven’t retrieved your ticket from a ticket terminal, you must contact the local branch of our customer service (refer to your confirmation email for contact).