Terms and conditions

Terms of Use

Rail Plus Australasia Pty Ltd and Rail Plus New Zealand (Rail Plus) reserves the right to change prices & product without notice whether such changes are related or not to alterations in rates of exchange. Rail Plus may make changes to the Rail Plus website without notice to you.

Contents:

 

EUROPEAN RAIL CONDITIONS

1. Passes and tickets are strictly personal, non-transferable and only valid with a passport, official identity card or special military travel permit. Presentation of this document to the European control staff on trains and shipping lines is compulsory (in UK upon request). Local control staff are authorised to demand payment, in addition to the full fare of a fine charged in conformity with the regulations of the railway concerned, both in local currency.
Control staff are authorised to confiscate the pass and demand payment of the full fare plus a fine, both in local currency, when the pass has been used in the following circumstances:
- The entries have been altered or tampered with;
- The pass is forged;
- It is used by anyone else other than the person to whom it was issued; and
- It is being used beyond its period of validity.
Travelling on a non-validated pass or with a Eurail Flexi Pass on which the travel date in the corresponding box in the calendar on the pass has not been entered or entered with a pencil instead of ink, authorises control staff to demand the payment of the full fare plus a fine, both in local currency.
2. Passes and Eurail tickets may not be purchased, issued to or used by residents of Europe, UK, the Russian Federation, Turkey, Morocco, Algeria and Tunisia.
3. Transportation covered by the pass or ticket is subject to the Uniform Rules concerning the contract for International Carriage of Passengers and Luggage by rail (CIV). In the event of carriage by sea, the legal provision of the individual sea carrier applies.
4. Passes are not valid until the first and last day of validity and passport number are entered by a railway official before travel begins. Usage must begin within eleven months (Eurail passes, France & German rail passes) or 6 months (all other non-Eurail passes) of the date of issue or as stated on the ticket. Holders are not allowed to validate their own passes.
5. Open tickets may be purchased up to 4 months in advance and are valid for 4 days from the first date of validity as nominated by the passenger at the time of purchase/ticket issue.
6. The passholder may travel on any dates within limits of the period of validity. Travel must be completed latest by midnight on the last day of validity. The pass also entitles the holder within the period of validity to many transportation bonuses such as those on ferries, boats and buses (either entirely free or at a discount) as described in accompanying ticket documentation - subject to change without notice. Free bonuses may necessitate use of a travel day on the pass.
7. For all Flexi passes, every day before boarding the first train or ship the date of use must be entered in blue/black ink by the traveller in the corresponding box on the calendar. Dates must be inserted in chronological order in the following way, for example: May 27 = 27/05.
8. 7.00pm rule: If your train departs before 19.00 hrs (7 pm), you need to use two travel days. If you are travelling on a direct night train (with no connections or layovers) that departs after 19.00 hrs (7 pm) and arrives after 04.00 hrs (4 am), you only need to use one day: the day of arrival. Please note: your Pass must be valid on the day of departure and arrival.
9. When using an overnight ferry covered by the pass, the holder may enter the date of departure or the date of arrival.
10. Additional fees for seat reservations, sleeping car accommodation, meals and extra services on board. Premier Trains are sold as an inclusive fare including the reservation fee (Eurostar, Thalys,Thello, AVE, France-Italy TGV, Euro City, Italy High-Speed, TGV, Swiss Scenic Trains, X2000 and X3000). EC, IC and ICE do not require a compulsory seat reservation, however are recommended in peak travelling periods at an additional cost.
Passes and Open Tickets do not guarantee a seat on a train, bus or passage on a boat unless reservations are made in advance.
11. For 1st Class travel with a pass or ticket marked 2nd Class, the difference between the full 1st and 2nd Class fares on the respective route must be paid.
12. A Youth Pass may be used by a person under 26 years of age. A Child Pass may only be used by persons under 12 years of age, unless the specific pass allows otherwise.
13. A Saver Pass can only be issued if payment is made for 2-5 people travelling together at all times and is valid for all persons listed on the control voucher. The additional conditions are also mentioned on this control voucher. A Twin Pass requires 2 people to travel together at all times.

 

BRITRAIL CONDITIONS

1. Consecutive Passes are valid for the period indicated on the pass and the passholder may travel on any date within the limits of the period of validity.
2. Flexipass holders are entitled to a specified number of days within the period of validity and the date of use must be entered in (blue/black) ink or ballpoint pen before boarding the first train each day in the corresponding box on the calendar. Party Pass holders are required to travel together at all times and be of the same Pass Type.
3. Passes expire at midnight on the last day of validity. However, this validity (and that for any day of travel chosen under the Flexipass formula) may be extended through to the destination or calling points of a train that has commenced its journey before midnight, provided that the pass holder has boarded that train also before midnight.
4. 1st Class passholders should note that some trains provide Standard Class accommodation only, and that this is allowed for in the pricing of the 1st Class Pass.
5. Validated Consecutive Passes which include days when no train service operates (Christmas/New Year) will be extended by the number of days on which no service operates.
6. No supplements are required for trains in Britain, but additional payments will be required for reserved seats and sleeper reservations, meals etc. Seat reservations are rarely obligatory but, for busy trains/public holidays, are advisable. Sleeper reservations should be made in advance. A booking file fee applies to all confirmed train reservations, in addition to the reservations charges imposed by the railways.
7. Senior Passes are available for persons 60 years of age and over. Youth Passes may only be used by persons under 26 years of age. Child Passes may only be used by persons under 16 years of age and children under five travels free on Participating Operator Services.
8. Use of a pass that has been altered or tampered with, which is forged, which is being used by someone other than the person to which it was issued or which is beyond its validity period, will be withdrawn by Control Staff and payment for the journey being undertaken will be demanded. Other steps may be also taken.
9. A refund will be granted if an unvalidated pass is returned to the office from which it was purchased within six months from the date of issue and bears no evidence of having been tampered with. No refund can be made in Britain or if the pass cannot be produced or if lost or stolen. No refund will be made on a partially validated or unused pass.

 

GENERAL CONDITIONS

1. For Japan and USA rail tickets, the passenger name on the ticket must correspond directly with the name in the passenger's passport.
2. Detailed conditions for each specific product offered by Rail Plus are detailed in the accompanying transportation company documentation at time of ticket issue. Copy of such conditions may be requested prior to purchase. It is the responsibility of the customer to read all documentation prior to commencement of travel.
3. Payments must be made strictly in accordance with the requirements stipulated for each product at the time of booking.
4. All prices and product information indicated in our brochure are effective from 1st January and subject to change without notice. All prices and product on railplus.com.au/railplus.co.nz is correct and subject to change without notice. Rail Plus may make changes to the Rail Plus website without notice to you. Rail Plus Australasia Pty Ltd and Rail Plus New Zealand reserves the right to change prices and product without notice whether such changes are related or not to alterations in rate of exchange.
All prices are exclusive of any goods and services tax (if applicable). All rail passes are issued open dated. A Pass Issuance Fee of AUD$10-$20/NZD$20 will apply. Fees vary according to method of booking. Rail Plus offers all tickets for sale in Australia or New Zealand dollars at recommended market prices, however, makes no undertaking that the prices paid for this ticket is the best applicable for the services provided. International sales conditions and distribution costs, fluctuating exchange rates, availability restrictions or other factors may reflect variance to domestic prices available in the country of travel commencement or elsewhere quoted by or on behalf of the operating railway company. Rail Plus will not accept any claim in respect of such price variance.
5. For all bookings requiring reservations, or all bookings valued under $300 gross made by phone/email, a non-refundable booking fee of AUD$65 email and AUD$75 phone or NZD$65 email and NZD$75 will apply per file. Please refer to our website for up-to-date information. Bookings made online in Australia:$10 per person per journey fee applies capped at $60 per file. Bookings made online in New Zealand: $10 per person per journey fee applies capped at $60 per file.
6. Bookings made 5 days or less before departure from Australia or New Zealand incur a late booking charge of $25.00 in addition to the booking file fee.
7. Once a booking is confirmed a fee applies of $20.00 for any amendments made. Amendments to Premier Trains and Luxury rail products may be subject to higher fees. Once ticketed please contact Rail Plus for re-issue charges.
8. For any deposits or final balances paid by credit card an additional charge of 1% for Visa & Mastercard, and 2% for American Express will be added to the invoice value of the booking. Rail Plus Australasia Pty Ltd and Rail Plus New Zealand reserves the right to vary this charge.
9. For avoidance of doubt, Rail Plus Australasia Pty Ltd and Rail Plus New Zealand make no representation or warranty as regards to the accuracy or correctness of any of the information contained in our brochure or website, or as given by its employees, staff, servants or agents from time to time, whether orally or in writing.
10. Rail Plus Australasia Pty Ltd and Rail Plus New Zealand shall not be liable for any loss, damage or claim whatsoever arising out of, or in connection with, any reliance on such information.
11. All bookings are accepted subject to the conditions, tariffs and regulations as detailed in the passenger documentation and/or subsequently imposed by the rail companies, firms or persons concerned.
12. Travellers are responsible for ensuring that they have all necessary visas and appropriate travel documents prior to their departure from Australia and New Zealand.
13. Fares quoted in AUD or NZD are subject to change without prior notice.
14. The information that you provide on the Rail Plus website will allow Rail Plus and its Partners to process and execute the Orders made on the website, and, as necessary, to manage the functioning of the customer account. It is also used by Rail Plus to manage your subscription to its newsletters. You may choose to opt-out of receiving newsletters anytime by simply clicking the unsubscribe button on our emails.

 

REFUNDS

1. Rail Plus apply a $50 plus carrier fee penalty to all refund requests. Higher cancellation fees apply to Luxury Rail Journeys and Premier Train products.
2. Cancellation fees in Australia are subject to 10% GST.
3. Booking fees are non-refundable.
4. Seat reservations are non-refundable or non-exchangeable once issued.
5. Refunds for all "Passes" will only be considered if the pass has not been used, validated or exchanged. Partially used "Passes" are non-refunded. Refunds will only be applicable if the pass is returned to Rail Plus, no later than 6 months from the date of issue.
6. Refunds for unused "Point to Point" tickets may only be considered if the ticket is returned 3 days prior to the travel date stated on the ticket. Alternatively the ticket must be "stamped" at a European railway station as 'unused', prior to the train departure date stated on the ticket. All tickets must be returned to Rail Plus no later than 60 days from the train departure date. Thereafter, no refund is possible.
7. Refunds for unused "Open Tickets" may only be considered if the ticket is returned 3 days prior to the first travel date stated on the ticket. Alternatively the ticket must be "stamped" at a European railway station as 'unused', prior to the first travel date stated on the ticket. All "Open Tickets" must be returned to Rail Plus no later than 30 days from the train departure date. Thereafter, no refund is possible.
8. All "City Sightseeing" products are non-refundable and non-exchangeable once issued.
9. Travel insurance providing appropriate cover is strongly recommended.
10. ATOC refunds: All ATOC refunds and After Sale requests must be submitted within 23 days of the travel date.
11. When seeking a refund for a cancelled or partially cancelled booking for which payment has already been made to a supplier, Rail Plus will not issue a refund until the full sum full is received from the relevant supplier.

Refund Requests

Refund requests accompanied with the original travel documents can be sent to:

In Australia: Rail Plus Level 6, 51 Queen Street Melbourne Vic 3000

In New Zealand: Rail Plus Level 2, 6 Kingdon Street, Newmarket, Auckland.

Travel documents must be received by Rail Plus within the specified refund period.

 

LOST TICKETS

Rail Plus is not responsible for passes, tickets or vouchers which are lost, stolen, mutilated or destroyed. Refunds cannot be authorized in such cases. Travel insurance is strongly recommended. Rail Plus offers a Rail Protection Plan which will compensate travellers for passes and tickets lost or stolen in Europe. Refer to the following section “Rail Protection Plan” for full details.

Important: Tickets purchased through a Travel Agent

Passengers who purchase Passes or Train Tickets through a travel agency must deal directly with their Travel Agent in relation to Refunds, Cancellations, Exchanges or any other matter regarding their booking. Rail Plus is not liable for any incorrect information given by local rail employees that result in out of pocket expenses. Rail Plus is not liable for any incorrect information given by local rail employees that results in out of pocket expenses.

 

DELIVERY

  1. Customer means the person who engages the services of Rail Plus by purchasing a pass or ticket.
  2. The customer authorises Rail Plus, as agent of the customer, to arrange for Australia Post or Toll Holdings to transport the tickets to the customer.
  3. Delivery of the passes and tickets occurs when Rail Plus delivers the documents to Australia Post or Toll Holdings.
  4. Risk in the pass or ticket passes to the customer when delivery occurs in accordance with clause 3.
  5. The obligations of Rail Plus in relation to arranging transport (where authorised by the customer to do so) is limited to arranging (as agents for the customer) transport of the passes or tickets by Australia Post or a reputable courier. Rail Plus assumes no liability and is not responsible for any loss, theft, expense or delay once a ticket has been collected from Rail Plus premises, whether by the customer or another person.
  6. The customer acknowledges that when Rail Plus, as agent for and on behalf of the customer, concludes any contract with a third party, such agreement is concluded between the customer and the third party on the third parties standard terms and conditions which may include exclusions or limitations of liability.
  7. An additional charge applies if tickets are required to be sent directly to the airport.
  8. Rail Plus does not take reasonability if documents are lost or stolen once Australia Post or Toll Holdings have taken delivery of the items.

 

RAIL PROTECTION PLAN

The Rail Protection Plan is only available with the following products issued by Rail Plus:

  • European/UK Passes & Tickets (excludes reservation fees) & Japan Passes.
  • Under the Rail Protection Plan, if your rail pass/ticket is lost or stolen in Europe/Japan, upon your return to Australia/ New Zealand you will be reimbursed for the unused portion of your original rail pass/ticket.
  • The Rail Protection Plan must be purchased at the same time the rail pass/ticket is issued.
  • The Rail Protection Plan fee is non-refundable and non-changeable.
  • Please read the actual description of coverage below.

 

Description of Coverage

Agreement

Rail Plus will by payment, reimburse the passholder(s) named on the rail pass/ticket for the theft or accidental loss of travel documents in Europe & Japan. Reimbursement will only be made for rail passes/tickets issued by Rail Plus subject to exclusions, limitations and conditions contained below.

Loss

Loss means the theft or accidental loss of the rail pass/ticket.

Effective Period

Effective Period means the time of arrival in Europe & Japan to 23:59 hours (11:59pm) on the last day the rail pass/ticket is valid. The Rail Protection Plan only applies to loss sustained during the effective period.

Exclusions

The Rail Protection Plan does not apply to any loss caused by:

  • Delay, detention or confiscation by Customs Officers or Officials or Police or other Security Personnel.
  • The Rail Pass/ticket is not in your actual possession at the time of loss.
  • War, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.
  • Any dishonest, fraudulent or criminal act by the Pass/ticket holder.
  • Damage due to wear and tear or gradual deterioration.

 Limits of Liability

Reimbursement will be based on the unused value of the lost pass/ ticket or the cost of the replacement tickets purchased in Europe/Japan, whichever is the lesser value.

The loss date shall be the date on which the pass/ticket holder first became aware of the loss of the rail pass/ticket or the date 24 hours prior to the reporting of the loss to the police, whichever is later.

CONDITIONS

a) If the pass/ticket is lost or stolen in Europe or Japan, the pass/ticket holder will be reimbursed the value of the unused portion of the original pass/ticket or the value of the replacement pass/tickets purchased in Europe or Japan, whichever is lower. In the case of loss/theft of a rail ticket(s), the ticket holder must purchase a ticket(s) for the same city pairs, and same date, in order to be reimbursed for the value of either the original or the replacement rail ticket(s), whichever is lower.
b) Rail Protection Plan is strictly limited to loss or theft occurring in Europe or Japan.
c) The pass/ticket holder must file a police report within 24 hrs of the loss.
d) The pass/ticket holder must purchase either a replacement rail pass or point to point rail tickets (Air and bus tickets do not apply)
e) Notice of any claim must be given to Rail Plus within 30 days of your return from Europe or Japan, or within 6 months of original rail travel commencement, whichever is earlier. All original receipts showing amounts paid for Rail passes/tickets issued by Rail Plus, police report, replacement pass/ticket and tickets/boarding passes (Australia-Europe or Australia - Japan and return), must be submitted to validate claim.
f) If any claims made under this program are covered by any other valid and collectable insurance or indemnity, Rail Plus will only pay the difference between the amount paid under the other policy and the total amount which would otherwise be payable under this program.
g) No change to this program will be valid unless in writing and signed by Rail Plus.
h) No legal action may be brought to recover on this program within 60 days after a claim has been submitted as required herein, and no such legal action may be brought after one year from the time that a claim is required to be filed.
i) Any provision of this program that is in conflict with applicable law is hereby amended to conform to minimum requirements of such law.
j) Rail Protection Policies are non-refundable.

TO FILE A CLAIM

While in Europe or Japan

1) Report loss/theft of pass/ticket to local police within 24 hrs and obtain police report
2) In Europe purchase a new Eurail pass or ticket for remaining days of travel from a Eurail aid office. A list of locations is sent to your with your pass. In Japan purchase new tickets for the remaining days of travel from a Japan Rail station.

Within 30 days of returning home send us:

1) A written report which includes the Rail Plus booking reference number, pass/ticket holder's name, the date the pass was validated, how many days were unused, and a description of what happened to the pass.
2) Your official police report and your receipts for your replacement ticket/passes.
3) Original replacement tickets/passes (failure to provide original tickets/passes will see your claim not processed).
4) A copy of your return airline ticket/ boarding passes.
5) Make a copy of all documents for your own records
6) Send all required documentation to

Send all of the required documentation to:

In Australia: Rail Plus Level 6, 51 Queen Street, Melbourne, Vic. 3000.
Email: [email protected]

In New Zealand: Rail Plus Level 2, 6 Kingdon Street, Newmarket, Auckland.
Email: [email protected]

 

PAYMENTS

Direct Deposit, PoLi, Cheque (5 working days to clear before documents are sent), Travel Agent payment methods (Enett or Payment Gate) and by credit card (American Express, Visa and MasterCard are accepted) Surcharges for credit card payments may apply.
All our online credit card payments are protected by 128bit SSL encryption and handled directly by Direct Payment Solutions, New Zealand

 

ADVANCE BOOKINGS

Please apply for your passes at least 15 days prior to your departure from Australia or New Zealand. Rail Plus will always try to help if less notice is given, but Rail Plus is not responsible for delays in delivery service or otherwise. If a product is ordered at short notice, Rail Plus may charge an additional fee for overnight delivery service of $25.

 

Booking Fees

 

Rail Plus Australia booking fees

Website: $10 per person per journey capped at $40 per file
Pass issuance fee $10 per Pass capped at max $20

E-mail: Booking Fee: $40 per file
Phone: Booking Fee: $40 per file
Pass issuance fee $20

 

Rail Plus New Zealand booking fees:

Website: $10 per person per journey capped at $40 per file
Pass issuance fee $10 per Pass capped at max $20

E-mail: Booking Fee: $40 per file
Phone: Booking Fee: $40 per file
Pass issuance fee $20

 

How to Validate and Use Your Pass

  1. Eurail Passes are to be validated within 11 months* from the date of issue and prior to the first day of use. To validate your pass present your passport and your pass to a railway official in a railway ticket office (not the conductor) from the country in which it is valid. The railway official will enter the first and last date of validity on the pass. This must be done before boarding a train, bus or boat. In most cases validity runs from midnight to midnight for the period shown on the pass but check individual passes/countries for variations. All services, rail, rental car, air travel and travel bonuses must be used within the validity of the accompanying rail pass.
    *Validity periods vary for non-Eurail passes.
  2. All persons listed on control vouchers/ passes must be present when validating a an Adult Saver or Twin pass.
  3. Under no circumstances is the holder allowed to validate his or her own pass, nor should pass holders enter their own passport number. Tampering with or altering a pass renders the pass void and authorizes train staff to confiscate the pass and subjects passenger to a fine payable in local currency.
  4. Passes are strictly non-transferable and are only valid for those whose name appears on the pass. Used by anyone other than those named will invalidate the pass and will result in a heavy fine in local currency and confiscation of the pass. It is compulsory to present passports to railway officials on request.
  5. Passes are not valid on hotel trains, private or specialty trains unless otherwise stated.
  6. On Flexipasses, before boarding the first train or ship of the day, you must enter the date in ink, in the appropriate calendar box on your pass. Failure to comply with validation and date of use regulations is considered travelling without a ticket and will result in a fine collected on board the train. Train personnel are authorized to confiscate the pass in addition to levying the fine.
  7. Passes are available in first and second class unless stated otherwise. Passengers holding first class passes are also permitted to travel in standard/second class. Passengers holding standard/second class passes are permitted to travel in first class only if they pay the difference between the two fares as applicable locally.
  8. Travellers are responsible for ensuring that they have all necessary visas and appropriate travel documents prior to their departure from Australia and New Zealand.
  9. Travel documents must remain in their official ticket cover to be eligible for travel.
  10. Passes are not valid until the first and last day of validity and passport number are entered by a railway official before travel begins. Usage must begin as stated on the ticket. Holders are not allowed to validate their own passes.
  11. For all Flexi passes, every day before boarding the first train or ship the date of use must be entered in blue/black ink by the traveller in the corresponding box on the calendar. Dates must be inserted in chronological order in the following way, for example: May 27 = 27/05.
  12. 7.00pm rule: If your train departs before 19.00 hrs (7 pm), you need to use two travel days. If you are travelling on a direct night train (with no connections or layovers) that departs after 19.00 hrs (7 pm) and arrives after 04.00 hrs (4 am), you only need to use one day: the day of arrival. Please note: your Pass must be valid on the day of departure and arrival.
  13. When using an overnight ferry covered by the pass, the holder may enter the date of departure or the date of arrival.


    Governing Rules

All transportation covered by those passes where use is intended for more than one country is subject to the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV). National and/or single-country passes are subject to rules and regulations of their specific countries. Neither the British or European railroads nor Rail Plus assume any responsibility for damages resulting from a strike.

 

RESPONSIBILITY AND LIABILITY

  1. Rail Plus acts only as a booking agent. Rail Plus has no control over, and is not responsible for, any of the tours, passes, tickets, attractions, hotels and other travel components listed on this site. All bookings are accepted and all products are issued on the express condition that, Rail Plus is not responsible or liable for any loss (consequential or otherwise); damage (including but not limited to loss of, or damage to passengers' clothes, baggage, inconvenience or irregularity caused by, or arising out of, or in connection with, any defect in any vehicle or other, air, land or sea conveyance used, or traveled in; or through the negligence, willful misconduct, strikes or other acts, defaults or omissions of any carrier, hotel, restaurant, or any other provider of goods or services.
  2. Every booking is accepted subject to the conditions, tariffs and regulations imposed by the air, rail, shipping, bus, car rental, hotel or other companies, firms or persons concerned.
  3. Rail Plus reserves the right to alter, cancel or substitute any component of the package.
  4. All items of a personal nature not specifically mentioned in the tour description, such as phone calls, tips, taxis, etc., are the responsibility of each passenger.