Request for Guidance on Handling Ticket Access Issues During Peak Season

Customers occasionally arrive at the station unable to access their ticket due to a lost device, dead battery, missing email, or other technical issues. This article explains:

• Whether customers can travel using only their booking reference (PNR).
• Which carriers may allow ticket retrieval or reprinting at the station.
• Alternative options that may help customers board their train.
• Best practices to avoid travel disruptions.
• Travel with PNR/Booking Reference only
• Ticket reprinted/retrieved at the station
• Alternative Boarding options
• Questions & Answer

Travel with PNR/Booking Reference only

In most cases, no. Customers must present a valid ticket (digital ticket, PDF, mobile ticket, QR code, barcode, or printed ticket) when travelling. A booking reference (PNR) is generally used only to retrieve a ticket and is not accepted as proof of travel.

Carrier	Travel with PNR/Booking Reference Only?	Notes
Trenitalia	No	A valid ticket must be presented
Italo	No	A valid ticket must be presented
Renfe	No	A valid ticket must be presented
Iryo	No	A valid ticket must be presented
Ouigo Spain	No	A valid ticket must be presented
Eurostar	No	The booking reference can be used to retrieve the ticket, but passengers must present the actual ticket, QR code, or barcode
RDG (National Rail)	No	Rail Europe booking references are not recognised by station staff or ticketing systems
SNCB (Belgian Railways)	No	A valid ticket must be shown during inspection.
OBB	No	A booking code or reservation reference alone is not sufficient.
DB (Deutsche Bahn)	No	Passengers must present either the ticket QR code or a printed ticket.
Leo Express	No	A valid ticket must be available for inspection
RegioJet	Exceptional cases only	Staff may be able to verify the booking using the reservation number and journey details. This is not guaranteed and remains at staff discretion.

Key Takeaway

Customers should always ensure they have access to their ticket before travelling. A booking reference (PNR) alone is rarely accepted as a substitute for a valid ticket.

Ticket reprinted/retrieved at the station

Customers should first attempt to retrieve their ticket from:

• Their Rail Europe account
• The booking confirmation email
• The carrier's website or mobile app

Some carriers may also provide assistance at ticket offices, customer service desks, or ticket machines.

Carrier	Travel Reprint/Retrieval Available	Notes
Trenitalia	Yes, potentially	Tickets may be retrievable via the website, app, ticket office, or customer service channels.
Italo	Yes, potentially	Tickets may be retrievable via the website, app, ticket office, or customer service channels.
Renfe	Yes, potentially	Tickets may be retrievable via the website, app, ticket office, or customer service channels.
Iryo	Yes, potentially	Tickets may be retrievable via the website, app, ticket office, or customer service channels.
Ouigo Spain	Yes, potentially	Tickets may be retrievable via the website, app, ticket office, or customer service channels.
Eurostar	Yes	Tickets can usually be retrieved via Manage Your Booking using the booking reference and surname. Ticket office assistance may also be available.
RDG (National Rail)	Limited	Ticket on Departure tickets cannot be re-collected once retrieved. E-tickets should be recovered through Rail Europe.
SNCB (Belgian Railways)	Limited	Tickets should be re-downloaded from Rail Europe. Station assistance depends on ticket type and local procedures.
OBB	Yes, in certain cases	Ticket office staff at larger stations may be able to print tickets if the booking can be located.
DB (Deutsche Bahn)	Possibly	Passengers may request assistance at a DB service desk, but reprints cannot be guaranteed.
Leo Express	Unknown	No confirmed information regarding station reprints.
RegioJet	Limited	Printed tickets can be issued when purchased at a ticket office, but no specific reprint process has been provided.

Alternative Boarding options

General Recommendations

If a customer cannot access their ticket, they should:

1. Re-download the ticket from the booking confirmation email.
2. Access the ticket through the carrier's website or mobile app.
3. Visit a station ticket office or customer service desk.
4. Contact Rail Europe for assistance.
5. Arrive at the station early to allow time for troubleshooting.

Carrier	Alternative Options Available?	Details
Trenitalia	Yes	Regional Digital Tickets marked "NOT VALID TO TRAVEL" must be activated before departure. Customers can retrieve the QR code using their email address and Ticket Code/PNR.
Italo	Yes	At Roma Termini, Milano Centrale, and Firenze SMN, passengers must obtain a printed ticket and platform access QR code from a Casa Italo Lounge or Italo Ticket Machine using their ticketless PNR.
Eurostar	Yes	Customers may retrieve their booking via Rail Europe or Eurostar channels and seek assistance from station staff.
RDG (National Rail)	Limited	Customers should contact Rail Europe before departure. If no valid ticket can be presented, a new ticket may need to be purchased, subject to the operator's policies.
SNCB (Belgian Railways)	Limited	Customers should re-download the ticket or contact Rail Europe for assistance where reissuance is permitted.
Eurostar	Yes	Tickets can usually be retrieved via Manage Your Booking using the booking reference and surname. Ticket office assistance may also be available.
RDG (National Rail)	Limited	Ticket on Departure tickets cannot be re-collected once retrieved. E-tickets should be recovered through Rail Europe.
SNCB (Belgian Railways)	Limited	Tickets should be re-downloaded from Rail Europe. Station assistance depends on ticket type and local procedures.
OBB	Limited	Customers should visit a ticket office before departure if access to the ticket has been lost.
DB (Deutsche Bahn)	No	DB does not provide alternative verification methods when a ticket cannot be presented.
Leo Express	No	No alternative verification methods are available.
RegioJet	Yes	Staff may be able to verify the booking using the PNR, reservation number, and other journey details.

Important Reminder

Alternative verification methods are not guaranteed and remain subject to carrier policies and staff discretion. Customers should always retrieve or download their ticket before arriving at the station.

Questions & Answer

Mobile Ticket Acceptance by Carrier

The following carriers accept tickets displayed on a mobile device:

Trenitalia (Frecciarossa, Intercity, Eurocity, and Regional services)

Italo*

Renfe

Iryo

Ouigo Spain

*Passengers departing from Roma Termini, Milano Centrale, and Firenze SMN must obtain a printed ticket and platform access QR code before departure.

For all other print-at-home tickets, customers should follow the ticket instructions provided in their booking confirmation.

Important Carrier-Specific Requirements

OBB

If a passenger cannot present their ticket onboard (for example due to a dead battery, lost phone, or inaccessible file), they are treated as travelling without a valid ticket.

DB (Deutsche Bahn)

Passengers must be able to present either:

• The ticket QR code, or
• A printed A4 copy of the ticket

If access to the ticket is lost, passengers may enquire at a DB service desk before departure, but assistance and reprinting cannot be guaranteed.

Leo Express

Passengers must present their ticket as either:

• A PDF ticket, or
• A photograph/image of the ticket

No other forms of verification are accepted.

RegioJet

Each case is assessed individually. Customers should notify onboard staff as soon as possible if they cannot present their ticket.

Recommended Practice

To avoid travel disruptions, customers should:

• Download their ticket before leaving for the station.
• Save a copy of the ticket and QR code on their device.
• Carry a printed copy when possible.
• Ensure their mobile device is charged before travel.
• Avoid relying solely on the booking reference (PNR).

A valid ticket should always be accessible electronically or in printed form before boarding.