Supporting Documents

1. What is covered by Eurail Group G.I.E.’s delay compensation policy?

The objective of the Eurail Group G.I.E.’s delay compensation policy is to compensate you for the inconvenience caused as a result of disruptions during your trip.

The delay compensation policy applies to delays sustained while travelling with a railway company participating in the Eurail or Interrail Pass Products. The compensation policy applies to all types of Rail Passes, managed by Eurail Group G.I.E., except for Complimentary Passes.

The right to compensation does not apply if the train cancellation or delay or the missed connection is attributable to:

• circumstances beyond the scope of railway operations which the transport company could not have avoided despite exercising all due care required, according to the situation and the consequences of which it could not have averted,
• if the passenger is at fault or,
• the conduct of a third party which the transport company could not have avoided despite exercising all due care required, according to the situation and the consequences of which it could not have averted,
• limitations of the transport services as a result of strikes of which the passengers were appropriately informed.

Compensation for supplements (e.g. reservations) and reimbursement of expenses incurred as a result of the sustained delay (e.g. for alternative means of transportation, accommodation, etc.) fall within carriers’ individual conditions of carriage. If received, such claims will be forwarded to the reservation agent or the provider of carriage concerned for further processing.

Compensations for delays whilst travelling with benefit partners or some of the non-railway companies participating in the portfolio are also not covered by this policy. Yet, you may qualify for compensation according to the individual terms and conditions of those carriers. Therefore, we encourage you to check the details with the provider of the service concerned.

2. When am I entitled to a delay compensation?

A delay is the difference between the time you were scheduled to arrive in accordance with the published timetable and the time of your actual or expected arrival.

If you have experienced three separate train delays of at least 60 minutes each during your trip whilst travelling with a Global or Select Pass or two delays whilst travelling with One Country Pass, you qualify for a compensation.

Please note that you have to address your request for compensation within three months of the end of the last day of validity of your pass.

3. How much compensation am I entitled to?

The amount of the compensation depends on the length of each individual delay, price, and validity of your Pass.

Please note that the minimal compensation level is €4,00. Any compensation lower than €4,00 will not be paid by Eurail Group G.I.E. Compensations shall be paid in the form of money – in euros, through bank transfer.

4. How do I submit a compensation request?

Eurail Group G.I.E.’s procedure for submitting claims for delay compensation is easy. Simply follow these steps:

1. Download, fill in, print and sign the Delay Compensation Request application form (see below).
2. Enclose your original Eurail or Interrail Pass and any relevant reservations with the form.
3. Enclose your original Eurail or Interrail Pass Cover with the Travel Report duly filled in.
4. Place all documents in an envelope.
5. Print the address label and attach it to the envelope in order for your documentation to be sent via FREEPOST (no stamp required).
6. Send all documents to Eurail Group G.I.E.

We shall try to get back to you at our first possibility, usually within 14 days from the date we receive your claim.

5. Further assistance

If you have experienced problems whilst travelling with a Eurail or Interrail Pass and you would like to raise your issue with the Eurail Group G.I.E., you can contact our customer service department: customerservice@eurailgroup.org.