Refund and exchange eligibility is primarily determined by the fare conditions of the rail Operator (carrier), not by EuroTrain. Different tickets on the same route may have different cancellation rules. Always check the fare conditions displayed during booking.
Fare Categories
Flexible / Full Fare
Semi-Flexible
Advance / Promo
Pass / Rail Pass
How to Request a Refund
Log in to My Trips
Log in to your EuroTrain account and navigate to My Trips.
Select the booking
Select the booking you wish to cancel or modify.
Review available options
If eligible, you will see the available options (refund, exchange, or partial refund). Confirm your request.
Confirmation
You will receive an email confirmation. Alternatively, contact us through the contact page with your booking reference.
How to Change a Ticket?
Depending on the ticket type and carrier, you can make date, time, or journey changes. To make a change:
Click the "Change" button on the relevant ticket on the "My Trips" page. New journey options will be displayed. Any price difference for your selected new journey is automatically calculated.
If the new journey is more expensive: You will need to pay the difference.
If the new journey is cheaper: The difference is refunded or stored as credit, depending on the carrier's policy.
Once the change is completed, your new e-ticket is sent to your email address.
Refund Timeline
When cancellation is confirmed, the refund process starts automatically. In accordance with Turkish Consumer Protection Law (No. 6502, Art. 42/4), refunds for credit card payments are processed to the original card. For installment payments, the bank applies the refund to future installments.
You can track your refund status from the "My Trips" page. If your refund has not been reflected within 30 calendar days, please contact us through the contact page.
EuroTrain Service Fee
EuroTrain charges a service fee on purchased tickets. This fee is clearly displayed in the price breakdown during purchase.
The EuroTrain service fee is non-refundable in the following cases: voluntary cancellation by the customer, change of travel plans. The service fee IS refundable when: the Operator cancels the train service, a technical error on our Platform caused the booking issue, or we are unable to issue the ticket.
Operator Cancellations & Delays
If your train is cancelled or significantly delayed by the Operator:
Under EU Regulation 1371/2007, you may be entitled to 25% compensation for delays of 60-119 minutes and 50% for delays of 120+ minutes. Claims are processed by the Operator.
Where available, we will offer an alternative journey at no extra cost (re-routing).
You are entitled to a full refund of the ticket price including the EuroTrain service fee for services cancelled by the Operator.
Force Majeure
In cases of force majeure (natural disasters, pandemics, strikes, severe weather, government restrictions), refund and exchange conditions may be modified by Operators. EuroTrain will communicate any special policies and assist you in obtaining the best available outcome.
Disputes
Contact us through the contact page with your booking reference and a description of the issue.
If unresolved within 14 days, you may escalate to the Turkish Consumer Arbitration Committee for amounts within the statutory threshold, or the Consumer Court for larger amounts.
EU residents may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Need help with cancellation or refund?
Contact us for questions about cancellation, changes, or refund processes.