European Rail

Support

Depending on the question or issue, support may be provided by either Travelport or Trainline.

Travelport Support

Support for Travelport+ Rail and the European Rail tool is provided on MyTravelport.

Other Support

Agencies should contact Trainline directly for the following areas:

Send billing and invoicing queries, including questions related to technology fees, directly to Trainline at:
accounts.receivable@thetrainline.com
To determine where to send refund or claim requests, the key factor is where your travel agency pays for the sale of the rail ticket: the rail carrier or Trainline.
- If refunds cannot be processed through the European Rail tool, and your travel agency has a rail carrier direct license, please contact the rail carrier directly.
- If refunds cannot be processed through the European Rail tool, and your travel agency is using a sub-license from Trainline, please send an email to the Trainline Central Refund Team at:
  refund.enquiry@info.thetrainline.com

Tip! Please include all details such as your MG (Managed Group) code, agency name, Order ID, and clearly indicate if the request is for a sub-licensed carrier.