If your train is delayed or cancelled—we’re here to help!
You can contact our customer service via live chat for immediate assistance (live chat operating hours are 07:00 - 23:59 each day of the week). We’ll do our best to assist you and try to minimize any inconvenience.
What to Do If Your Train is Delayed or Cancelled
- Seek Assistance – Speak with train staff, station managers, or ticket inspectors. They can help you find alternative routes, replacement trains, or buses. In some cases, you may be able to use your existing reservation for the next available train—just confirm this with railway staff to avoid fines.
- If you need quick guidance, reach out to our live chat support for first-hand assistance. Our live chat service is available to provide immediate support and suggest the best travel arrangements in real-time.
- If No Help is Provided Within 100 Minutes – You have the right to arrange alternative transportation using other public transport services by rail, coach, or bus to reach your destination.
- Keep Proof of the Delay or Cancellation – This is essential if you need to claim a refund for additional expenses, Without valid proof, your claim may be denied.
How to Apply for Delay Compensation
If your train was delayed by 60 minutes or more, cancelled, or if you incurred extra expenses, you can submit a delay compensation request through one of the following options:
- Online: Complete the Delay Compensation Request form: for Interrail / Eurail
- Railplanner App: Open the app, go to More > Help Centre > Refunds and Exchanges > Apply for Delay Compensation.
What Costs Are NOT Covered?
While we do our best to help, there are some expenses that are not eligible for reimbursement:
- Taxis, Uber, flights, and fuel costs – Only public transport (rail, coach, or bus) is covered.
- Strikes by railway companies are generally not covered by Eurail, as they are announced in advance and travellers are expected to plan accordingly. However, exceptions may be assessed on a case-by-case basis. Delay compensation still applies.
- Force Majeure (e.g., extreme weather) – Extra expenses are not refunded, though delay compensation remains applicable.
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Missed Reservations – Reservations are eligible for a refund only if:
- The train was officially cancelled and the reservation was booked via Eurail Self-Service (If your cancelled reservation was booked through a third party, please contact your original point of sale directly for assistance).
- You missed a connection due to a delay of the previous train operated by the same carrier under a single contract of carriage.
- Loss of Pre-Booked Accommodation/ other services booked prior to the journey – Compensation for lost, non-refundable services is not provided.
Legal Information
These policies follow Regulation (EU) 2021/782, which outlines passenger rights. Eurail acts as an intermediary between travelers and railway companies and is not responsible for carrier operations or additional costs beyond our delay compensation policy.
For more details, visit Passenger Rights Document and our Terms & Conditions page (under Liability section).