RailTourGuide Booking Terms & Conditions for Tickets and Passes
This document sets out the general terms and conditions applicable to the booking of tickets and passes with RailTourGuide Global Limited (“RTG”, “we”). RTG may vary these terms and conditions (and those relating to specific products made available by us) at any time.
You will be deemed to have accepted variations and applicable terms as at the time of booking after they have been displayed.
Where you are acting as agent for and on behalf of a customer/passenger, this document applies to both your relationship with RTG and your customer’s relationship with RTG and you must ensure that you bring these terms and conditions to your customer’s attention. References to ‘you’ or ‘your’, where applicable, shall include a reference to both the customer and you as agent acting on behalf of the customer and should be construed accordingly.
Please note that each ticket or pass will have its own specific fare conditions that will apply to the booking which you are advised to read separately.
Glossary of terms used:
“Booking Reference”: the booking reference number given at the time of booking.
“Carrier”: a carrier, tour operator or other service provider providing carriage or travel services to passengers pursuant to a Ticket or a Pass.
“CIV”: Conventions concerning the terms applying to international carriage by rail.
“E-ticket” an entitlement to travel that has been received via email and is required to be printed on A4 paper prior to travel and subject to the operator’s rules and conditions.
“Force Majeure”: a major event that is outside the reasonable control of
- a) RTG and/or
- b) Any Carrier, whose services are or may be affected by such event.
“Pass”: an entitlement to and for travel and other services which may in some instances require a Reservation.
“PNR reference”: the code used to retrieve Tickets On Departure.
“Reservation”: a ticket that provides a seat allocation on a specific service or product.
“Ticket”: a ticket for travel as described in the booking (which for the avoidance of doubt shall be deemed to include TODs and E-tickets where the context so requires).
“Ticket on Departure (TOD)”: a ticket that must be printed and collected from the self-service ticket machine at the departure station of the Carrier.
You should read the following conditions carefully.
- Your contract
When a Ticket or Pass is purchased from RTG, the contract is for RTG to only supply a valid Ticket/Pass for the relevant Carrier, and is discharged and performed when RTG supply the Ticket/Pass to you. The terms and conditions applying to the Ticket/Pass purchased are agreed with and taken as accepted by you at the time of booking (including any additional terms specific to the product purchased).
For all matters associated with the actual travel and use of the Tickets/Passes, your contract is directly with the relevant Carrier. RTG acts only as an agent for them and will not be liable for any matters arising from, or connected with, the actual travel or use of the Tickets/Passes as that does not form part of the contract with RTG.
The contract with the relevant Carrier includes the following, to which the use of the Tickets/Passes is expressly subject:
Where travel is within one country and on Eurostar services, the relevant Carrier’s conditions of carriage and any byelaws of the Carrier;
Where travel is with two or more Carriers in different countries which are party to the International Rail Convention:
- a) The Uniform rules concerning CIV: https://www.otif.org/pdf_external/e/RU-CIV-1999-e.PDF
- b) the Uniform Additional Regulations;
- c) the conditions of the Standard International Tariffs for the Transport of Passengers and their Luggage; and
- d) the Carrier’s conditions of carriage and any byelaws of the Carrier applying to that Ticket/Pass (or relevant element of the same) or the travel services they provide.
Car hire, insurance and other non-rail services made available and booked are subject to the conditions of the supplying service provider, whether or not they are booked at the same time as a rail journey.
Separate contracts with RTG and the Carrier are formed and apply from the time the booking is confirmed by RTG and payment received.
The CIV and applicable Carrier’s conditions of carriage referred to above (as the case may be) contain express and binding limitations on the Carrier’s liability to passengers. You are strongly advised to read the CIV and Carrier’s conditions of carriage as you are bound by them. Copies of these are available on request.
- Your Booking
Where Tickets/Passes are booked directly with RTG, please contact RTG with any queries or questions you may have. Where Tickets/Passes are booked through a travel agent or tour operator, please contact your travel agent or tour operator with any queries or questions you may have and the travel agent or tour operator will contact RTG on your behalf.
All group bookings (10 people or more) must be made via RTG. In the event that a Carrier finds a group of more than 10 passengers travelling together without having the correct Ticket applicable to a group booking, the Carrier reserves the right to cancel the Ticket and require the passengers to re-purchase a Ticket at the rate available at the time of travel or to exclude the passengers from travelling. In these circumstances, RTG accepts no liability whatsoever for any loss or liability incurred as a result of the group booking not being made in accordance with this clause.
Information on availability and fares is only valid at the time given and can only be guaranteed if booked and paid for at that time.
Your booking may incur one or more of the following fees: a booking fee, credit card fee, postage and packing charges, and/or other applicable fees. These will be confirmed to you at the time of booking.
Pursuant to clause 1.5, a contract is only formed once payment has been received and the booking confirmed by us. For the avoidance of doubt it is agreed that RTG shall have no responsibility or liability with respect to any changes to i) a Carrier’s advance booking period, ii) the availability or non-availability of its offers, or iii) its offer terms made at any time before a contract is formed
RTG reserve the right to request payment of a deposit in respect of each proposed booking. Failure to comply with such request may prevent RTG accepting the booking.
RTG confirms (and you agree with) details of the booking, the price and any conditions that apply to the Tickets/Passes at the time of booking. This is the moment at which payment is made or originated to RTG. RTG accepts no liability for and it is agreed RTG shall not be liable for Ticket/Pass errors which are the result of incorrect or incomplete information provided at the time of booking.
Breaks in the journey are only allowed if the Ticket type expressly permits them.
- Upon receipt of Tickets
It is your responsibility to check Tickets, Passes and itinerary upon receipt and to check their accuracy and completeness. Any discrepancies MUST be notified at the time of booking to RTG within 1 days of receipt of the booking confirmation. RTG will assume that Tickets/Passes have been accepted as correctly issued unless any errors are brought to our attention by the person who ordered the Tickets/Passes – if a direct customer, by your calling us (0191 246 0708) or by the travel agent or tour operator calling us on the same telephone number within that timescale. Please note that any failure to comply with this time limit means the right to correct such discrepancies will be lost (although RTG will make reasonable efforts to do so).
Amendments cannot usually be made to non-exchangeable/ non-refundable Tickets/Passes.
For future bookings if tickets have not been received by the advised date on the booking confirmation please call us on 0191 246 0708 between 10.00 and 18.00. Monday to Friday.
- Changes requested by you
Tickets/Passes with a compulsory Reservation can only be used on the service specified on the Ticket. To travel at another date or time, Tickets/Passes will need to be exchanged (if its conditions allow) or another Ticket to travel purchased.
Not all Tickets/Passes are exchangeable or refundable. You will be notified of the conditions of the Ticket/Pass during the purchasing procedure.
Where applicable Ticket conditions allow an exchange, this can be for the date and time only, the route and seating cannot be changed. All Ticket exchanges are subject to availability in the same fare band as the Ticket purchased. If there is no availability, you may be able to exchange to a different fare band or upgrade at additional cost, subject to availability of fares on that service. You will be required to physically produce ALL Tickets (both outbound and return) to us in order that an exchange may be made (this applies to exchanges made prior to, during and after travel where the applying Ticket conditions allow this). Failure to do this will prevent us from exchanging Tickets.
Unless Ticket conditions specifically allow otherwise exchanges can only be made prior to the date and time on the Ticket. All exchanges must be for a date within 2 months of the original travel date.
For exchange conditions applying to Passes, the relevant applicable Pass conditions will apply.
An administration charge may be made for any changes requested.
- Changes required by us
RTG can at any time prior to confirmation of the booking, vary the price of the Ticket/Pass without notice and to amend the confirmation of the booking or invoice for Tickets where an error has been made or where a Force Majeure event occurs, requiring, in RTG’s view, such variation. These variations and amendments will be binding on you.
If we make a material change to the booking, we will advise you of this as soon as possible and you will immediately need to elect to either accept the change, make another booking or cancel and obtain a full refund. Where we cancel the booking in cases where payment has been received, we will refund you in full.
- Before/during/after the journey
You are responsible for having the correct Tickets/Passes and/or other applicable information at the time of travel and also for the safekeeping of such Tickets/Passes. If a Eurostar ticket is lost or stolen and you can quote the booking reference, we can replace the Ticket for an administration charge and it shall be your responsibility to collect it or choose its mode of delivery to you. Other than this, we cannot replace lost, stolen or mislaid Tickets/Passes, nor refund their cost.
Neither RTG nor the Carriers will be liable to you or the passenger(s) if travel has not been possible because the passenger(s) does not have the correct documents, including passport and visas where necessary. It is your responsibility to check whether passengers require a visa to travel to, or through, a particular country or countries and to make full arrangements for this prior to the purchase of the Ticket/Pass.
Passengers must retain ALL Tickets/Passes for the duration of the journey (including outbound Tickets until the end of the return journey) and produce these as requested. In case of after-sales query or complaint, all Tickets/Passes related to the whole booking will be required to be disclosed.
RTG will not be responsible for your failure to have the relevant information including the PNR reference or to follow the appropriate instructions to print your Tickets in advance of travel and any consequential costs that this may incur.
For E-ticket bookings proof of identity in the form of a passport or national identity card maybe required and it is your responsibility to ensure you have them with you.
All claims must be made in writing within 28 days of the date of travel and you should enclose all Tickets related to the whole booking. Where a claim is being made in respect of an incident or travel amendment, a suitable confirmation of the incident and/or endorsement of appropriate ticket(s) must be obtained from a member of staff, present when the incident took place.
As an agent for the Carriers, RTG is not liable for claims arising from actual travel. RTG will forward any notices or claims received to the appropriate authority, Carrier or other service provider for action (see “Your Contract” 1.2). RTG may charge an administration fee for dealing with these requests.
Where Tickets/Passes are booked directly with RTG, please contact RTG with any queries regarding refunds. Where Tickets/Passes are booked through a travel agent or tour operator, please contact your travel agent or tour operator who will contact RTG on your behalf to see if a refund is possible in your particular circumstances.
Not all Tickets/Passes permit refunds. You will be notified of the applicable relevant Carrier’s conditions or fare conditions of the Ticket when purchase is made, or you will have selected the appropriate Carrier’s conditions or fare conditions when purchasing from the internet.
Refunds cannot be made where a Ticket/Pass has been partially used. In the event of non-provision of part of a service by a Carrier, an appropriate endorsement must be obtained.
Where a refund is permitted, to qualify all Tickets/Passes on that booking (both outbound and return) must be returned to the original point of sale within 28 days of the travel date or in accordance with clause 9 where appropriate. Failure to do this will prevent a refund.
Where a refund is permitted, some Tickets/Passes can only be refunded before the date of travel. Please ensure you are aware of the applying refund conditions of Tickets/Passes.
Any permitted refunds will be made by the same method of payment used to make the purchase, except in the case of a cash sale, which will be refunded by cheque or to an appropriate bank debit card.
Tickets/Passes purchased through a travel agent or tour operator can only be refunded via that agent. All Tickets/Passes (excluding E-tickets) must be received by them within 20 days of the travel date.
An administration charge may be made for any refunds requested by you.
- Return of Tickets
Where changes have been requested by you or for claims or refunds, all Tickets (excluding ETickets) must be returned by special delivery to our office
RailTourGuide, Suite 41, 7 – 15 Pink Lane, Newcastle upon Tyne, NE1 5DW
In the case of changes requested by you, at least 7 days before the original date of travel;
In the case of claims, within 28 days following travel; or
In the case of refunds, except where they have been purchased from a different point of sale, within 28 days of the travel date.
The CIV and conditions of carriage of the Carriers contain certain exclusions and limitations that state the liability of the Carriers for loss, damage, destruction of luggage and late delivery of registered luggage.
The Carriers may impose restrictions on the amount of luggage passengers can take and may levy a charge in respect of excess luggage, or require excess luggage to be sent through a registered baggage service. The Carrier may also decline to accept certain items of luggage and passengers are advised to check the details before travelling.
Lost and unclaimed luggage will be dealt with in accordance with the Carrier’s own conditions of carriage. You are responsible for making yourself aware of these conditions.
- Liability for death and injury
You agree that the following terms apply to cover the Carrier’s liability for injury or death while using the services of a Carrier.
For Tickets/Passes covered by the CIV, the limitations of liability and other relevant conditions set out in the CIV apply so far as the same are enforceable at law.
For journeys wholly within one country, you agree that the law to which the Carrier is subject shall determine its liability.
- Limitations on liability
YOUR RIGHTS AND THE LIABILITY OF THE CARRIER IN THE CASE OF FAILURE TO PERFORM OR IMPROPER PERFORMANCE OF THE CONTRACT WITH THEM DEPENDS ON THE APPLICABLE RELEVANT CONDITIONS OF CARRIAGE OF THE CARRIER, WHICH MAY RESTRICT LIABILITY AND, WHEN APPLICABLE, THE CONDITIONS ON LIABILITY SET OUT IN THE CIV.
YOU AGREE THAT RTG THEREFORE WILL NOT BE LIABLE FOR THE FAILURE, NEGLIGENCE OR BREACH OF DUTY, LAW OR CONTRACT OF ANY CARRIER. SAVE IN THE CASE OF OUR BREACH OF THESE TERMS AND CONDITIONS AND DEATH OR PERSONAL INJURY RESULTING FROM RTG NEGLIGENCE, RTG LIABILITY UNDER AND IN CONNECTION WITH ITS CONTRACT WITH YOU AND THE PASSENGER IS LIMITED TO REFUNDING THE PRICE OF THE TICKET/PASS THAT HAVE BEEN PURCHASED FROM US. YOU ALSO AGREE THAT REL IS NOT LIABLE FOR THE THEFT, LOSS OF OR DAMAGE TO LUGGAGE OR PERSONAL EFFECTS OR FOR ANY LOSS CAUSED BY A FORCE MAJEURE EVENT. YOU AGREE THAT REL WILL NOT BE LIABLE FOR CONSEQUENTIAL LOSS OR DAMAGE INCURRED BY YOU OR THE PASSENGER.
- Force Majeure
Neither we nor the Carrier will be liable for any delay, poor performance or failure in performance caused by a Force Majeure event which affects RTG’s delivery of Tickets/Passes, travelling arrangements or actual travelling.
- Governing Law
The laws of England and Wales shall apply to all disputes howsoever arising in connection with the booking and the supply by RTG of Tickets/Passes and the contract between you and RTG, and the English Courts shall have sole jurisdiction.
The law designated in the CIV governs disputes howsoever arising in connection with a Carrier’s services and your contract with them for journeys over the territories of at least two countries.
The law to which a Carrier is subject governs disputes arising in connection with a Carrier’s services and your contract with them for journeys within the boundaries of one country.
- Group Travel.
Where special conditions apply when travelling in a group these shall take precedence over these general terms and conditions. You will have been advised of these and will have expressly accepted such terms and conditions at the time of booking.
- Visa requirements
RailTourGuide never provide any information relating to travel visas. It is the customers/passengers responsibility to make sure that they are in possession of the correct visa’s and travel documentation for each country they are traveling to and passing through.
- Other Operators
RailTourGuide on occasion do sell products for other rail operator’s services. We cannot be held liable for other operator’s failures with regards to delays and train cancellations, however we will attempt to recompense you where possible once we have been recompensed by the Operators. This is all in line with their booking terms and conditions.
Thank you for taking the time to read and understand our Booking Terms and Conditions for Tickets and Passes.