FAQS

General

When was On Track Rail Tours established?

The company was founded in 2017 as a small privately owned business by a rail  travel professional with over 20 years experience in corporate travel.

Do you have a brochure?

Unfortunately we don’t provide traditional printed brochures, as a website is far more eco-friendly! Details on all of our trips can be found here, so if you’re interested in what we have to offer, please contact us by phone or email and we’ll be happy to provide a quotation for you!

What is European rail travel like?

From experience, a far less stressful alternative for travelling  around city centres in Europe, without the need for queuing at check in desks and with less restrictions on how much luggage you can take. You’ll be reducing your carbon footprint as well!

Do I need a passport to travel to Europe from the UK?

Yes. A valid and in-date UK Passport is required for all travel into and out of the UK. 

Enquiries

Do your holidays run on particular days?

Apart from trips that are based around specific events, e.g. Xmas Markets and Music Festivals, you are able to travel on any day and tailor it to your needs, be it adding extra nights, arranging a side trip into your itinerary, or completely reversing a longer itinerary.

Do you provide a price breakdown?

All prices are calculated using confidential rates between our company and our suppliers, however for rail only journeys we charge a transaction fee per booking as shown in our Terms & Conditions.

What if my destination isn’t shown on your website?

We are able to book any trip, however simple or complex, to anywhere in Europe, so please contact us and we will be happy to help you!

Are the itineraries fixed at all?

All of our itineraries are shown as a guide, but are totally flexible so that you can add extra nights, take out a location in the itinerary or replace a night in a hotel with an overnight sleeper train to save time between destinations. 

Do you offer rail tickets only?

Absolutely! We have access to the fares offered by all of the major European rail companies for your trip, as well as arranging local tickets in the UK to link with your journey. Please contact us and we will be happy to arrange this for you! 

Booking

How do I book?

Usually we will contact you by email with a quotation after consulting with you on your trip. If you’re happy and want to go ahead with the booking, we can then take payment personally by phone or by sending a link to our payment provider Stripe by email. Once payment has been made we will send you an email receipt for this.

How much deposit do I need to pay?

For trips that are more than 90 days ahead, we will ask for a non-refundable deposit of 25% of the total cost of your booking. Any accommodation that comes in your package will then be booked, and, as many trains cannot be booked more than three months ahead, these will be booked once they are available. At this point the full balance will then become due and we will contact you further with details of the amount due.

Which credit cards do you accept?

We accept all major debit or credit cards, except American Express and Diner’s Club.

Do you charge for using a credit card?

No credit card fees are charged on your booking.

Do you charge for postage?

Most, if not all, of your tickets and travel documentation will be sent to you by email so you can print these at home, however there may be cases where some paper tickets need to be issued by suppliers, and these will be sent to you by Royal Mail by Recorded Delivery, at no extra charge, to ensure that you receive them.

Do I need travel insurance?

It is essential that you, and anyone travelling with you, has adequate travel insurance in place before travelling, and due to the ongoing effects of the pandemic, you must ensure that any policy includes enhanced COVID 19 cover. 

After You’ve Booked

When will my tickets arrive?

As noted above, most, if not all, of your tickets and travel documentation, will be sent by email for you to print at home, and we endeavour to send these to you within 48 hours of your final payment being made. However if there is any delay in sending these to you we will contact you to let you know when they can be expected to be sent.

How much luggage can I take?

Travelling by plane you would normally be restricted to how much you can take with you, however most trains do not have these restrictions, and as long as can carry it you can take it on board, obviously within reason! 

While You’re Away

What is the check-in time for trains?

Due to the effects of the pandemic, Eurostar’s check in times are normally between 90 and 120 minutes before travel to make time for the increased vaccine document checks, but for other intercity train services in Europe there is no minimum check-in time, just ensure you arrive in plenty of time! 

What happens if I miss my connecting train?

Adequate connection times are included in all of our itineraries however these can be increased if for instance you have mobility issues. Obviously if you’ve missed your connection of your own volition, then you will need to purchase a new (normally full price) ticket to complete your journey. If however your inbound train is delayed meaning you cannot make your connection, then you will be able to have your ticket revalidated and board the next available train. 

What happens if there’s a strike?

We are made aware of any industrial action that may affect our customers. We will contact you and advise on the necessary course of action to get you to your destination. This may involve arriving earlier at the station than you originally planned. Please keep your mobile phone switched on in case we need to get in touch.

Other

I’ve got a question not covered here.

So we can point you in the right direction, please phone us or send us an email, we’ll be happy to advise you!