Booking your train journey

Unless you are looking for adventure or you have last-minute travel plans, you will probably book your long-distance rail journeys well in advance. Online, by telephone or at the ticket office. Booking in advance has its advantages, such as cheaper fares, but also holds certain risks. You should therefore ask yourself certain questions before you complete your purchase. That way you will avoid unpleasant surprises.

• Who is who and who does what?
• Do I book my trip with one through-ticket or multiple tickets?
• Can I change or cancel my ticket(s)?

Who is who and who does what?

Rail tickets can be bought (online, by telephone or at the ticket office):

• directly from railway companies
• through ticket vendors or booking sites
• through a tour operator if your rail journey is part of a package tour

To know who you should contact in case of problems, you need to know who is who and who does what.

You booked directly with the railway company

In that case the situation is very simple: the railway company is your main point of contact in case of problems (e.g. request for change, cancellation, reimbursement).

You booked through a ticket vendor or booking site

Here the situation is rather more complicated: you are bound by two different contracts. One with the ticket vendor and one with the railway company or companies. Any problem (e.g. request for change, cancellation, reimbursement, compensation) will usually have to be settled with the ticket vendor. This may be a problem, though, if the parties shift the responsibility to each other.

Booking train journeys through a ticket vendor may seem an attractive option since they offer very competitive prices. However, you should bear in mind that there are drawbacks too:

• Extra costs
  Ticket vendors often charge administrative costs on ticket purchases. Those costs are not reimbursable. Even if the railway company cancels your train.
• Time consuming, complex and at times costly negotiations
  Requests for reimbursement, change of travel date, destination or name of passenger usually cannot be addressed directly to the railway company. The ticket vendor will pass on your requests, resulting in slow response times and sometimes administrative costs charged by the ticket vendor.

You booked tickets with a tour operator as part of your package tour

The tour operator is your point of contact.

Do I travel with one through-ticket or multiple tickets?

Long-distance journeys often consist of several legs, sometimes involving different railway companies. Who must offer a solution if you miss your connection due to problems en route? The type of ticket has an impact on your rights:

• One through-ticket for all connected legs of your journey
  The connections are guaranteed. Depending on who you booked your ticket with, you should contact the railway company, the ticket vendor or the tour operator for a no-cost solution.
• Separate tickets for each leg of your journey
  The connections are not always guaranteed. Did you miss your connection due to a delay of another train? You may have to make your own arrangements and out of your own pocket to get to your final destination.

Railway companies, ticket vendors and tour operators must inform you about the type of ticket you buy (one through-ticket or separate tickets) before you complete your purchase. 

Can I change or cancel my ticket(s)?

You have no legal right of cancellation when you buy a rail ticket. Whether you can change or cancel a ticket with reimbursement can be found in the contractual terms of the railway company or companies concerned.

If possible, choose flexible tickets; that way, you have options in the event of unforeseen circumstances. Check which conditions you must meet, including costs and deadlines, to take advantage of this flexibility.

If you opt for a non-flexible rate, you should consider cancellation insurance. This can be taken out - while you are buying your ticket - with an insurance company suggested by the railway company or the ticket vendor, or an insurance company of your choice. Whichever option you choose, check the terms of the insurance policy: which cancellation reasons are covered? What amounts are covered? Is there a deductible? What are the time limits and procedure you need to follow to qualify for compensation?