This document sets out the general terms and conditions applicable to your booking of tickets/passes with Rail Europe Limited ("REL"). REL may vary these terms and conditions (and those relating to specific products made available by us) at any time, and we will show any alterations on the REL website at www.raileurope.co.uk. You should check the current applying terms and conditions regularly. You will be deemed to have accepted variations and applicable terms as at the time of your booking after they have been displayed.
Please note that each Ticket/Pass will have its own specific Fare Conditions that will apply to your booking which you are advised to read separately.
Glossary of terms used:
"Force Majeure" – an event that is outside the control of a) REL and/or b) any Carrier operator or service provider whose services are or may be affected by such event.
"Booking Reference" – the REL reference given to you at the time of booking. This is usually a code consisting of a group of 6 letters.
"CIV" – Conventions concerning the terms applying to international carriage by rail.
"Ticket" – a ticket for travel as described in your booking.
"Pass" – an entitlement to and for travel and other services which may in some instances require a Reservation.
"Reservation" – a ticket that provides a seat allocation on a specific service or product.
"Carrier" – a carrier, tour operator or other service provider providing carriage or travel services to you pursuant to a Ticket or a Pass.
"E-ticket" / "Ticket on Departure (TOD)" – a ticket that must be printed and collected from the self service ticket machine at the departure station of the carrier.
You should read the following conditions carefully.
1. Your contract
1.1 When you purchase a Ticket or Pass from REL, your contract is for REL to only supply to you a valid Ticket/Pass from a Carrier, and is discharged and performed when REL supply the Ticket/Passes to you. The terms and conditions applying to the Ticket/Pass you purchase are agreed with and taken as accepted by you at the time of payment (including any additional terms specific to the product you buy).
1.2 For all matters associated with your actual travel and use of the Tickets/Passes, your contract is directly with the relevant Carrier. REL acts only as an agent for them and does not accept liability for any matters arising from, or connected with, your actual travel or use of the Tickets/Passes as that does not form part of your contract with REL.
1.3 Your contract with the relevant Carrier includes the following, to which your use of the Tickets/Passes is expressly subject:
1.3.1 Where travel is within one country and on Eurostar services, the relevant Carrier’s conditions of carriage and any byelaws of the Carrier;
1.3.2 Where travel is with two or more Carriers in different countries which are party to the International Rail Convention:
a) the Uniform rules concerning CIV: http://www.otif.org/pdf_external/e/RU-CIV-1999-e.PDF
b) the Uniform Additional Regulations;
c) the conditions of the Standard International Tarriffs for the Transport of Passengers and their Luggage and;
d) the Carrier’s conditions of carriage and any byelaws of the Carrier applying to that Ticket/Pass (or relevant element of the same) or the travel services they provide.
1.4 Car Hire, insurance and other non-rail services made available and booked by you are subject to the conditions of the supplying service provider, whether or not they are booked at the same time as a rail journey.
1.5 Your separate contracts with REL and the Carrier or other service provider are formed and apply from the time your booking is confirmed by REL and payment received.
1.6 The CIV and applicable Carriers conditions of carriage referred to above (as the case may be) contain express and binding limitations on the Carrier’s liability to you. You are strongly advised to read the CIV and Carrier’s conditions of carriage. Copies of these are available on request.
2. Your Booking
2.1 Information on availability and fares is only valid at the time given and can only be guaranteed if booked and paid for at that time.
2.2 Pursuant to clause 1.5, as a contract is only formed once payment has been received on booking, for the avoidance of doubt it is agreed that REL shall have no responsibility or liability with respect to any changes to i) a Carrier's advance booking period, ii) the availability or non-availability of its offers or iii) its offer terms made at any time before a contract is formed. REL's E-mail Reminder service is not warranted to be served at any particular time or to include any such changes and it shall be your responsibility to check all such changes and final contract terms.
2.3 A booking fee may be added to the price of your booking and will be included in the price you pay.
2.4 We confirm (and you agree) details of your booking, the price and any conditions that apply to your Tickets/Passes at the time of booking. This is the moment at which time you make or originate the payment to REL. REL accepts no liability for Ticket/Pass errors which are the result of incorrect or incomplete information provided by you at the time of booking.
2.5 Breaks in your journey are only allowed if your Ticket type expressly permits them.
2.6 Through the Contact Centre: Tickets/Passes will be despatched by REL by first-class post unless Special Delivery is requested and an additional cost will then apply. Special Delivery is highly recommended where date of travel is within 7-10 days of booking. Tickets on Departure may be offered on some routes.
Through the Internet: Tickets/Passes will be despatched by Special Delivery (at an additional cost) unless first-class post is requested. REL is not responsible should you choose not to use Special Delivery. Tickets on Departure may be offered on some routes.
Through the Travel Centre: Tickets/Passes will be printed, details confirmed and tickets given to you at time of purchase.
2.7 Payment for telephone/internet bookings must be made by credit or debit card (which must be registered in the UK), or with/part-paid with valid REL or other accepted train operators vouchers. Payment for bookings in the Travel Centre may be made by these methods and also by cash.
2.8 Where payment or part-payment is made using vouchers, these must be presented at the time of booking at the Travel Centre. For telephone / internet bookings, payment must be made in full and the vouchers you wish to use must be sent to Ticketing Department, Rail Europe Limited, Rail Europe House, 34 Tower View, Kings Hill, West Malling, Kent ME19 4ED quoting your Booking Reference to be received within 10 days. Failure of receipt shall never be the fault of REL in any circumstances. Once the vouchers are received and checked, the appropriate refund will be made to you.
2.9 Internet bookings and the details thereof quoted online are not confirmed or final until the booking is confirmed and REL receives payment from you.
2.10 When booking through the Contact Centre, if REL is unable to obtain payment from the card company or organisation offered when the booking is made, we will attempt to contact you as soon as possible by phone and/or letter/e-mail. If, however, REL is unable to take payment and cannot contact you, we reserve the right to cancel your booking at any time. You agree it is reasonable that REL is not liable in any way arising as a result of a cancellation made due to our inability to take payment.
3. Upon receipt of tickets
3.1 It is your responsibility to check your Tickets and Passes and itinerary upon receipt and to check their accuracy and completeness. Any discrepancies MUST be notified at the time for bookings via the Travel Centre and within 2 days of receipt for bookings made through the Contact Centre. REL will assume that you have accepted the Tickets/Passes as correctly issued unless any errors are brought to our attention by your calling the Ticketing Department (0844 848 4043) within that timescale. Your failure to comply with this time limit means you lose the right to correct such discrepancies (whilst REL will make reasonable efforts to do so). For internet bookings any responsibility for incorrect dates/times are yours at the time of internet booking and we can only assist you if your Tickets/Passes are exchangeable.
3.2. Amendments cannot be made to nonexchangeable/ non-refundable Tickets/Passes.
3.3 For telephone and internet bookings, if you have not received your tickets within 10 days of booking confirmation (or 1 day where Special Delivery was required), you should contact the Ticketing Department on 0844 848 4043 between 09.00 and 17.00, Monday to Friday.
4. Changes requested by you
4.1 You can only use a Ticket/Pass with a compulsory Reservation on the service specified on the Ticket. To travel at another date or time, you will need to exchange your Ticket (if its conditions allow) or buy another Ticket to travel.
4.2 Not all Tickets/Passes are exchangeable or refundable. You will be notified of the conditions of your Ticket/Pass during your purchasing procedure (by telephone and Travel Centre). In the case of internet bookings you select the Ticket/Pass with the conditions you require at that time and no changes can be made.
4.3 Where applying Ticket conditions allow an exchange, this can be for the date and time only, the route cannot be changed. All Ticket exchanges are subject to availability in the same fare band as the Ticket you have purchased. If there is no availability, you may be able to upgrade at additional cost, subject to availability of fares on that service. You will be required to physically produce ALL Tickets (both outbound and return) to us in order that an exchange may be made (this applies to exchanges made prior to, during and after travel where the applying Ticket conditions allow this).
4.4 Exchanges can only be made prior to the date and time on the Ticket. All exchanges must be for a date within 2 months of the original travel date.
4.5 For exchange conditions applying to Passes, the relevant applicable Pass conditions will apply.
4.6 An administration charge may be made for any changes requested by you.
4.7 Exchanges can be made by post or in person at the Travel Centre. They cannot be made on the internet. Exchanges can only occur if ALL Tickets/Passes related to your booking are taken to the Travel Centre before the date/time of travel. Alternatively, you can call REL’s Contact Centre on 0844 848 4064 to commence your exchange (i.e. check on availability). If the exchange is possible you will need to return your Tickets/Passes by Special Delivery to Rail Europe Ticketing Department, 34 Tower View, Kings Hill, West Malling, Kent ME19 4ED to be received at least 24 hours before the original date of travel. Exchanges by post must allow at least 3 working days between receipt of Tickets/Passes at REL and the date of travel. Return of Tickets by Special Delivery will incur an additional charge to you.
5. Changes required by us
5.1 REL can at any time prior to confirmation of your booking to vary the price of your Ticket/Pass without notice and to amend the confirmation of your booking or invoice for your Tickets where an error has been made or where a Force Majeure event occurs, requiring, in REL’s view, such variation. These variations and amendments will be binding on you.
5.2 If we make a material change to your booking, you will immediately need to elect to either accept the change, make another booking or cancel and obtain a full refund. Where we cancel your booking in cases where payment has been received, we will refund you in full.
6. Before/during/after your journey
6.1 You are responsible for the safekeeping of your Tickets/Passes. If a Eurostar ticket is lost or stolen and you can quote the booking reference, we can replace the Ticket for an administration charge of £15 and it shall be your responsibility to collect it or choose its mode of delivery to you. Other than this, we cannot replace lost, stolen or mislaid Tickets/Passes, nor refund their cost.
6.2 We, the Carriers and other service providers will not be liable to you if you cannot travel because you do not have the correct documents including passport and visas where necessary. It is your responsibility to check whether you require a visa to travel to, or through, a particular country or countries and to make full arrangements for this prior to purchase of your Ticket/Pass.
6.3 You must retain all Tickets/Passes for the duration of your journey (including outbound Tickets until the end of the return journey) and produce these as requested. In case of after-sales query or complaint, all Tickets/Passes related to the whole booking will be required to be disclosed.
7. Claims
7.1 As an agent for the Carriers or other service providers, REL is not liable to you for claims arising from your actual travel. REL will forward any notices or claims received from you to the appropriate authority, Carrier or other service provider for action (see "Your Contract" 1.2).
7.2 All claims in any event must be made in writing to REL within 28 days of date of travel and must enclose all Tickets/Passes related to the whole booking. Where a claim is being made in respect of an incident or travel amendment, a suitable confirmation of the incident and/or endorsement of the appropriate Ticket(s) must be obtained from a member of staff of the Carrier or service provider present when the incident took place.
8. Refunds
8.1 Not all Tickets/Passes permit refunds. You will be notified of the applicable relevant Carrier’s conditions or Fare Conditions of your Ticket when you make your purchase, or you will have selected the appropriate Carrier’s conditions or Fare Conditions for your needs when purchasing from the internet.
8.2 Refunds cannot be made where a Ticket/Pass has been partially used. In the event of non-provision of part of a service, an appropriate endorsement must be obtained (see "Claims" 7.2).
8.3 Where a refund is permitted, to qualify all Tickets/Passes on that booking (both outbound and return) must be returned to the original point of sale within 28 days of the travel date.
8.4 Where a refund is permitted, some Tickets/Passes can only be refunded before the date of travel. Please ensure you are aware of the applying refund conditions of your Ticket/Pass.
8.5 Any permitted refunds will be made by the same method of payment used to make the purchase, except in the case of a cash sale which will be refunded by cheque or to an appropriate bank debit card.
8.6 Tickets/Passes purchased through a travel agent or tour operator can only be refunded via that agent and will have to be received by them within 28 days of the travel date.
9. Luggage
9.1 The CIV and conditions of carriage of the Carriers contain certain exclusions and limitations that state the liability of the Carriers for loss, damage, destruction of luggage and late delivery of registered luggage.
9.2 The Carriers may impose restrictions on the amount of luggage you can take with you and may levy a charge in respect of excess luggage or require excess luggage to be sent through a registered baggage service. The Carrier may also decline to accept certain items of luggage and you are advised to check the details before travelling.
9.3 Lost and unclaimed luggage will be dealt with in accordance with the Carrier’s own conditions of carriage.
10. Liability for death and injury
You agree that the following terms apply to cover the Carrier’s liability for injury or death while you are using the services of a Carrier.
10.1 For Tickets/Passes covered by the CIV, the limitations of liability and other relevant conditions set out in the CIV apply so far as the same are enforceable at law: and
10.2 For journeys wholly within one country, you agree that the law to which the Carrier is subject shall determine its liability.
11. Limitations on liability
11.1 Your rights and the liability of the Carrier in the case of failure to perform or improper performance of your contract with them depends on the applicable relevant conditions of carriage of the Carrier, which may restrict liability and, when applicable, the conditions on liability set out in the CIV.
11.2 You agree that REL therefore will not be liable for the failure, negligence or breach of duty, law or contract of any Carrier, tour operator or other service provider. Save in the case of death or personal injury resulting from REL’s negligence, REL’s liability under and in connection with its contract with you is limited to refunding the price of the Ticket/Pass that you have purchased from us. You also agree that REL is not liable for the theft, loss of or damage to luggage or personal effects or for any loss caused by a Force Majeure event. You agree that REL will not be liable for consequential loss or damage incurred by you.
12. Force Majeure
12.1 Neither we, the Carrier, nor any other service provider will be liable for any delay, poor performance or failure in performance caused by a Force Majeure event which affects REL’s delivery of Tickets/Passes to you, your travelling arrangements or your actual travelling.
13. Governing Law
13.1 The laws of England and Wales shall apply to all disputes howsoever arising in connection with the booking and supply to you by REL of Tickets/Passes and the contract between you and REL, and the English Courts shall have sole jurisdiction.
13.2 The law designated in the CIV governs disputes howsoever arising in connection with a Carrier or other service providers’ services and your contract with them for journeys over the territories of at least two countries.
13.3 The law to which a Carrier is subject governs disputes arising in connection with a Carrier or other service providers’ services and your contract with them for journeys within the boundaries of one country.
14. Group Travel, Snow Trains and French Motorail
14.1 The REL terms and conditions relating specifically to Group Travel, Snow Trains and French Motorail shall apply when travelling in a group or on such specific REL services and shall take precedence over these General Conditions. You will have been advised of and will have expressly accepted such terms and conditions at the time of your booking.