Eurail Group G.I.E. Delay Compensation Policy
Eurail Group G.I.E.’s delay compensation policy is based on Regulation (EC) No 1371/2007 of the European Parliament and the Council of 23 October 2007 on rail passengers’ rights and obligations (PRR) and on General Conditions of Carriage for Rail Passengers (GCC-CIV/PRR).
- What is covered by Eurail Group G.I.E.’s delay compensation policy?
- Am I entitled to delay compensation?
- How much compensation am I entitled to?
- How to submit a compensation request?
- How can I get further assistance?
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 the disruptions of your trip.
The delay compensation policy applies to delays sustained while travelling with a railway company participating in the Interrail / Eurail Pass Products within or partly within the territory of a Member state of the EU, Switzerland and Norway. 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
- is based on 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.
Reimbursement of reservations or expenses incurred as a result of the sustained delay (e.g. for alternative means of transportation, accommodation, etc.) fall outside of the scope of the policy and should be referred to and handled by the reservation agent or the respective provider of the carriage.
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 may qualify for a refund.
If you have sustained delays whilst travelling with Thalys, benefit partners or some of the non-railway companies participating in the portfolio, the individual conditions of these carriers apply. Please check with the respective provider of the carriage.
Please note that you have to address your request for compensation within three months of the end of your last journey.
The amount of the compensation depends on the price and the validity of your Pass.
Please note that the minimal compensation level is €4. Any compensation lower than €4 will not be paid by Eurail Group G.I.E.
Compensations shall be paid in the form of money – in euros, through bank transfer.
Eurail Group G.I.E.’s procedure for submission of claims for delay compensations is easy. Simply follow these steps:
- Download, fill in, print and sign the Delay Compensation Request application form
- Enclose to the form your original Eurail / Interrail Pass
- Enclose your original Eurail / Interrail Pass Cover with the Travel Report duly filled in
- Place all documents in an envelope
- Print the address label and attach it to the envelope in order for your documentation to be sent via FREEPOST (no stamp required)
- Send all documents to Eurail Group G.I.E.
Your claim should normally be processed within one month.
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: firstname.lastname@example.org