Refunds FAQs



How do I get a refund for a Paper Pass?

We handle Paper Pass refund requests on a case-by-case basis, considering the unique sales conditions associated with each product. As a result, the applicable fees for changes may vary accordingly.

Wanting refund after activation.

Unfortunately, once the passes have been activated, as stated on the activation page, they are no longer able to be changed or refunded.

How do I get a refund for my seat reservation?

Unfortunately, the seat reservations are non-refundable and cannot be changed.

How do I file a request to receive reimbursement through the Rail Pass and Ticket Safeguard Plan if there has been loss or theft?

Pass/ticket holders must file a police report within twenty-four (24) hours of the loss and submit a copy with the claim.

Pass/ticket holders must submit notice of any claim to ACP Rail International within 30 days of their return home. Claims must include a notarized written report with the claim that includes the holder’s name, the date of validation, a copy of the police report and airline tickets (travel destination to home).

All original receipts showing amounts paid for the rail pass or ticket issued by ACP Rail International or an authorized travel outlet, including replacement pass/train ticket, must be submitted to validate the claim.

Please refer to the Rail Pass Safeguard Plan Ticket Wallet for a complete list of conditions and exclusions

Regarding BritRail Pass Strike Refunds

If travellers activate one of their travel days on a strike day and cannot use that Pass day due to no service, they may apply for a pro-rata refund for the strike days that they were unable to travel.

Refunds for FlexiPasses will only be given where the paper Pass has the date of the strike clearly visibly printed in the box, or an M-Pass is downloaded for the day of the strike to claim a refund. Please provide this proof at the time of the refund request. No claim for a refund can be processed without a Pass being valid for travel on the day of the strike. All refunds must be processed via booking agent or the website’s customer service department.