Guidance on Handling Ticket Access Issues During Peak Season

If you are unable to access your train ticket due to a lost or damaged device, a dead battery, a missing confirmation email, or another technical issue, the options available to you may vary depending on the train operator and ticket type.

  • Whether you can travel using only their booking reference (PNR).
  • Which carriers may allow ticket retrieval or reprinting at the station.
  • Alternative options that may help you board your train.
  • Best practices to avoid travel disruptions.

    • Important: The best way to travel is to ensure you have your ticket with you and can access it before boarding your train. The information in this article describes possible alternatives that may be available if you are unable to present your ticket, but these options are not guaranteed.

    Whether you are allowed to travel without your ticket is entirely at the discretion of the local staff or onboard staff, and their policies may vary. Rail Europe cannot guarantee that any workaround will be accepted and cannot be held responsible if you are denied boarding, asked to purchase a new ticket, or otherwise unable to travel.

    • 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. Passengers 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

    Passengers 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

      Passengers should first try 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 passenger 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. Passengers 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 Passengers should retrieve the ticket from their Rail Europe confirmation email or account. Where applicable, the Eurostar booking reference can be used to access the booking directly through Eurostar. Passengers should arrive early and seek assistance from Eurostar staff if needed.
      RDG (National Rail)
      		  Limited Passengers should contact Rail Europe before departure and request that the ticket be resent. If a valid ticket cannot be presented, the passenger may need to purchase a new ticket and later submit a claim, subject to the train operator's policy.
      SNCB (Belgian Railways)
      		Limited Passengers should re-download the ticket from Rail Europe or contact Rail Europe for ticket reissuance where permitted.
      OBB
      		Limited Passengers 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. Passengers 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.

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