Rail Europe www.raileurope.co.uk

We should not have been made to pay twice for a portion of the trip due to the unusual set of circumstances. We missed the second leg due to the following:

1) The escalator to platform 2 was broken so the ticket agent had to direct us to an elevator so that we could get to the platform to catch the transfer train to Atocha. 2) The transfer was very hard as senior citizens (and non-Spanish speakers), and especially since we received little assistance from any train agents. We had large pieces of luggage which made the exit at the transfer station difficult. The turnstile gate would not allow time to move all luggage and ourselves to the other side. This caused additional delays because we needed to find someone to help with getting our luggage through the turnstile. It was necessary to obtain another ticket from the agent in order to pass through.

I used Rail Europe to book advance Eurostar tickets from London to Paris return. First point is that they make an extra charge to use a credit card. Unfortunately, after booking my tickets, I was taken seriously ill and could not complete the trip. As soon as I was discharged I tried to contact Rail Europe. You are left hanging on the 'phone (an 0844 no.) for ages. Eventually I found an e-mail address so used that. I explained the situation and was advised to write to Head Office with a copy of my hospital discharge letter, and they would appeal my case with Eurostar. I received a letter, by return, declining my request for a refund on the basis that I had purchased non-refundable tickets - even though there was time to cancel the booking and re-sell the tickets. I am not impressed, especially as East Midlands Trains did make a refund under exactly the same circumstances.

My advice is to book directly with the train operator and give Rail Europe a wide birth.

Europe is the best way to travel by rail, www.raileurope.com (Rail Europe) is not the best way get your tickets.. The website is confusing and misleading, they charge absurd fees (like $18 to deliver your tickets to you when you can get e tickets from rail providers in Europe), and customer service is surly and unhelpful. They do not disclose any of the conditions, restrictions, surcharges, and fees when you purchase the ticket (other than the degree to which they are refundable).There is no way to select seats on their site but they assign you seats when you buy the tickets. If you want to change the seats they can "request" it for a $25 change fee (or whatever fee they make up on the spot). Or they helpfully suggest you can change your seats by upgrading fare class. It's like dealing with a rental car agency, always working the upsell. I really regret purchasing from this company and will never do so again. If you need rail tickets just buy them from the national rail carriers directly. The internet is your friend, except when it's www.raileurope.com.If you don't care about junk fees, don't care about seat selection, and don't have any needs or problems after you purchase the tickets, Rail Europe is fine, I guess. We're stuck with our tickets as they're booked now, but will be seeking options.But don't let Rail Europe dissuade you from taking the train in Europe. It's really the best way to go. Sometimes flights are cheaper, but flights don't include the time and cost involved in getting to and from the airport. The train takes you right into and out of city centers, and without the hassles of security and other airport vicissitudes. And the you get to see lots of Europe from the ground on your way, as opposed to a google earth view from 40,000 feet up.