FAQs

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Questions about Loco2

Some basic questions about the bare bones of the Loco2 operation. If you want to learn more you could also read about us.

Is Loco2 a train company?

Loco2 isn’t a train company. We do not sell tickets directly, nor operate trains. Loco2 provides a service that enables website users to search for and book train tickets that are provided by third party operators. The role of Loco2 is as an “agent” that  facilitates the sale of train tickets. For more information, please refer to the Booking Terms and Conditions which apply when you book a train ticket via our website.

Is Loco2 affiliated with any particular train company?

Currently Loco2 acts as an agent for Rail Europe. However, Loco2 does not have an exclusive relationship with one train company or ticket provider. Loco2 aims to offer clear, impartial advice about train tickets and services which are available. For more information on Loco2’s relationship with Rail Europe please check the Booking Terms and Conditions.

How does Loco2 make money?

Loco2 operates in much the same way as a high-street travel agent. But instead of bored clerks in red jackets searching for the tickets you want, we’ve built a website that does all the searching and booking for you. When we sell a train ticket via the website, we don’t add any booking fee to your purchase but we do receive a commission from the operator who issues the tickets. The profit margins are very small and we’re totally transparent about the fee we receive (around 2-4%). We hope you think that the modest cut we receive is good value for the user-friendly booking process we’ve developed.

If Loco2 is an agent for Rail Europe why does Loco2 shows some trains that they don’t?

Loco2 displays all trains and timetables, regardless of whether there are tickets available via our website.  We think our users deserve to see all the trains that are running up front to help you plan your journey and see the duration and frequency of trains and trips. You may not be able to purchase tickets for these trains with us – they may have sold out or not be available online – but we still want to share all the information with you. We hope you find this useful.

Loco2 sometimes displays different prices than Rail Europe. Why is this?

Tickets displayed on Loco2 will always cost the same or less than Rail Europe. This is because of the way that our journey planner works. Sometimes if you split a journey into its constituent parts, the total price of the tickets will be less than if you just search for a straight forward ticket. This is called ‘split-ticketing’ and it’s an important part of how Loco2 works.

Loco2’s interface allows users to enter their departure and arrival points before automatically calculating the best price by comparing one ticket and split ticket options. Split ticketing can be complicated and if you’re searching manually it’s hard to know if you’re getting a good deal. That’s why Loco2 have done it for you. We want to make sure that you get the best deals so we carry out multiple searches on your behalf.

We always show the cheapest ticket by default but there’s always the option to upgrade. The decision is yours.

The map which accompanies my search results shows straight lines between my departure and destination points. Whaaat?!

The map which accompanies your search results isn’t an accurate representation of European train lines. It does not show the exact route that your train will take but is a good way to visualise your journey, especially if you’re planning stopovers en route. We hope to have more accurate mapping tools at some point in the future.

Making a booking

Tricks of the trade and the inside scoop. Your questions about the Loco2 journey planner covered. If you can’t see what you’re looking for then please get in touch.

How can I find the cheapest fares?

We get asked this question so often we wrote a blog about how to find the cheapest train tickets. This contains detailed information about how to find the best value European train tickets, but we’ve also included a summary below:

  • Plan ahead: tickets for European trains are usually available 90 days in advance of travel. The earlier you book, the better chance you have of finding the cheapest tickets.
  • Book off-peak trains: the cheapest trains can always be found at off-peak times. Consider an early or late departure to save money.
  • Flexibility: The more flexible your ticket, the more expensive it will be. To secure the cheapest fares opt for a non-flexible ticket.
  • Class: Standard fares are usually the least expensive, but not always. Loco2 always displays the cheapest ticket as a default so you can see all of your options.

I know there is a train station in the place I’m searching for but nothing has been found. Why is this?

An error message which says that nothing has been found can appear for a number of reasons:

  • There is no train station at the destination you have searched for. Loco2 searches for the closest train station to the destination you have specified, but if we can’t find one nearby you may have to amend your search. For example, Dubrovnik is a popular tourist hub in Croatia but doesn’t have a train station. Use Google maps to find the closest train station and try again.
  • The train station name has unusual punctuation. Hyphenation and accents can confuse the Loco2 search engine. Try typing in the destination without punctuation. If it still isn’t working please get in touch with us and let us know exactly what you were searching for (and the specific spelling) so we can fix it.
  • The train station has multiple spellings. When you type in the first couple of letters of the station you’re looking for Loco2 automatically generates potential locations. This should help with spelling obscure place names. If you are still having difficulty please tell us so we can fix it.

Why can’t I book tickets more than 90 days in advance?

Most train companies release their tickets 90 days in advance of travel. Unfortunately, it is not possible to book tickets before this time. Loco2 displays new ticket releases in search results as soon as they’re available which should help you to secure the cheapest fares. Eurostar releases its tickets 120 days (4 months) in advance.

Loco2 also offers a reminder service if you try to book tickets more than 90 days in advance. When you carry out a search you’ll be given an opportunity to receive notification the day that tickets become available. If you opt into this service we’ll email you 90 days before the dates you specified in your search.

I’ve found the trains I want but the price says “n/a”. What does that mean?

Loco2 displays timetables for all trains, regardless of whether we can sell you a ticket so that you know when trains are running. However, ”n/a ” may appear when Loco2 can’t offer you a ticket for the journey you have specified. This can happen for a number of reasons:

  • Tickets for the journey you have requested may have sold out.
  • Tickets may not be available for the route you have requested. Some regional services don’t offer online fares. You may still be able to purchase tickets for these regional trains at the station.

There aren’t any tickets available when I try to confirm my choice. Why is this?

Sometimes tickets become unavailable at the point of confirmation. This is likely to be because another person has bought the ticket before you. At any one time people may be booking tickets in person, at a station or travel agency, over the phone or online on websites like Loco2.

Search results on Loco2 will display timetables and trains for the dates and times you have specified. The results will also display the latest prices which appear to be available. However, because there are lots of agencies searching for trains all over Europe, the prices and tickets you see aren’t secure until you confirm the purchase and make payment.

We realise this is frustrating and hope to be able to improve this. We are calling for change in this area and hope to see real-time search made available in the future.

The price of my ticket changed during the course of the booking process. What’s going on?

When Loco2 makes a search it queries a central reservation system that lots of other people are using. The way the reservation system works means that the results you see are the most recent fares available. These are an indication of what you can expect to pay.

Sometimes these fares sell out during the booking process. This means that when we try to confirm the tickets you’ve chosen we find that the fare we displayed is not available. We will display the next available fare.

Loco2 understands that this can frustrating for customers who would prefer to only see available fares. We are pressing for change and hope to make this better in the future.

I live outside of the UK and I want to use your website. Is this possible?

Everyone is welcome to use Loco2 to browse journeys and research European trains. However, at the moment we can only sell tickets to people living in the UK. We plan to extend our service into other parts of the world in due course.

I live in the UK but not London. Can Loco2 sell me a train ticket from elsewhere in the UK?

Loco2 specialises in International tickets to and within Europe. This means that all journeys originating in the UK must begin at London St Pancras International. We provide timetable information for trains beginning outside of London to make it easier for you to plan you journey but we don’t sell tickets for this part of the journey.

I live in Ireland, what about me?
At the moment we are only able to show timetable information for ferries to and from Dublin and Holyhead. Other locations in Ireland do not currently return timetable or fare information. We are sorry about this limited coverage and hope to improve this at some point in the future.

I put in my payment details but did not receive confirmation. Did it go through?

When your payment goes through you should see a thank-you screen. This confirms that we have processed your payment and that your tickets are on their way. If you don’t see this screen, please check your inbox to see if you have received an email from us. If you don’t see either of these things then please get in touch.

I completed my booking but I have not received a confirmation email. What happened?

If you reach the thank-you screen this is usually confirmation that Loco2 has received your booking. Please check your email junk/spam folder first as the confirmation email might have gone there. If  you still can’t find it then get in touch as soon as possible so that we can investigate.

I’m searching for earlier/later trains but I am told there are none available even though I’m sure there must be.

Loco2 only searches for trains three hours either side of the time you specified. If you want to see trains that are more than three hours earlier or later then please try searching again, choosing a different departure time.

Are there any discounts available for group travel?

If you plan to travel in a group of ten or more people please get-in-touch so that we can check whether there are any discounts at the time of booking.

Fares, ticket types and upgrades

If we had a penny for every time we got asked one of these…

Why are there so many different types of train ticket? I’m confused.

At first glance it may seem that there are a large number of tickets to choose from, each with a different price. But these can be simplified by dividing them into:

  • Standard/First Class tickets – trains in Europe vary from one another but the difference between Standard and First Class seating is very similar to what you would expect from a train in the UK. In most cases first class tickets are more expensive, but you can always browse the options available to you with the Loco2 journey planner.
  • Non-flexible/flexible tickets – paying a higher price gives you versatility to exchange or refund your ticket in certain circumstances. Please check the specific fare conditions of the tickets you’ve purchased for more information. These should be read in conjunction with Loco2′s booking terms and conditions
  • Advanced/last minute tickets – advanced tickets are usually cheaper than those booked at the last minute. When you book your tickets will impact on the prices you see. For more information about how to secure cheap tickets read this blog post about how to find the cheapest train tickets.

Does the ticket price include a seat reservation?

Tickets purchased via Loco2 always include reservations where necessary. If you are not sure please check the specific fare conditions of the ticket you have purchased.

If you have purchased a rail pass you will still be required to purchase a compulsory reservation. These are not currently available via Loco2.

The default ticket type in the search results isn’t always a standard fare. What’s going on here?

Sometimes a First Class fare will be selected in your search results. This is because occasionally Standard fares are more expensive than the equivalent First Class ticket. This is probably due to flexibility. For example a low flexibility First Class ticket may be less expensive than a flexible Standard ticket.

Loco2 always shows the cheapest fare as a default. However, you are free to amend portions of your journey according to your preference.

I want to upgrade one portion of my ticket, but not the rest. Is this possible?

Yes, it is possible to upgrade individual legs of your journey by clicking on the portion of your trip you wish to change and clicking on the upgraded fare you require.

Tickets, cancellations, and refunds

A few simple answers here, but for in-depth information about this topic please refer to the specific fare conditions of the ticket you have purchased. These should be read in conjunction with the Loco2 booking terms and conditions.

How long will my tickets take to arrive?

Unless specified, your tickets will be sent by Royal Mail First class post. You should allow 10 working days for delivery, but they usually arrive sooner. If you require guaranteed next day delivery you should choose Royal Mail Special Delivery. A signature will be required for tickets sent by Special Delivery so make sure you’re at home (or at the address you specify at checkout) to sign for them upon arrival.

I’d prefer an e-ticket, or to collect my ticket at the station. What are my options?

E-tickets are not widely available for train travel in Europe so at the moment we can only offer delivery by post. However, Loco2 is trying to change this and hopes to offer e-tickets in the future. This will makes things easier for you, reduce your costs and save trees. E-ticketing requires the co-operation of train companies so we are putting pressure on them on behalf of our customers.

If your planned journey is scheduled to commence in fewer than 5 working days there may not be sufficient time to post your tickets. In this instance you may be able to collect at your tickets at the station prior to departure. This is only available for a limited number of journeys from stations with suitable facilities. This option will appear if it is available.

What should I do if my tickets don’t arrive?

If your select Royal Mail First class delivery, please leave at least 5 working days prior to contacting us. If they still haven’t arrived, give us a call on 0207 183 7652, quoting your booking reference number and we’ll look into it. If you selected Special Delivery and didn’t receive your tickets by 1pm on the expected delivery date, let us know immediately and we will reissue your tickets free of charge.

I made a mistake in my booking. Can I get refund?

This will depend on the terms of the ticket you purchased. These appear during the booking process and you should read them carefully before proceeding to payment. Usually the cheapest tickets are non-exchangeable and non-refundable while the more expensive tickets afford greater flexibility. For more details please refer to the Loco2 Booking Terms and Conditions.  If an exchange is not possible you may be able to cancel your ticket and book a new one. Whether you are eligible for a partial refund will depend on the specific fare conditions of the ticket you purchased.

I want to exchange or refund my ticket. How do I go about this?

But if you have a ticket that allows exchanges or refunds, contact us and we will be happy to process it for you.

My travel plans have changed – How do I change the name/date on the tickets that I purchased?

Once your ticket is confirmed, changing the passenger name is not possible. Part of the conditions of carriage mean that they are only valid for the person named on the ticket and are therefore non-transferable.
If you have a flexible ticket you may be eligible for a refund, otherwise contact your travel insurance company to see whether you can claim.

If you need to change the date of travel this depends on your ticket type. A flexible ticket may offer scope to change your ticket date. Many tickets, particularly advance tickets are cheap because they are non-exchangeable and non-refundable. If you anticipate that your travel plans may change,  you should consider booking a more flexible ticket.

At the station

Food, money, luggage…what to expect at European train stations.

How early should I arrive at the station?

It’s better to give yourself plenty of time, especially if you need to collect tickets, validate a railpass or familiarise yourself with the station. If you are taking the Eurostar you will need to arrive with at least half an hour for check-in. You can board most trains just prior to departure but it is vital that you allow sufficient time to locate your platform and board safely.

What is the check-in process like at the station?

Most European train services do not require check-in and are much the same as boarding a domestic train in the UK. Some stations do require that your bags are scanned prior to boarding the train, and you may be asked to show your tickets. You should allow enough time for this just in case.

The Eurostar requires a short airline-style baggage scan and passport control. There is also an X-ray security check. You should leave at least a half hour prior to departure for this.

Is there a left luggage facility at the station? How much does it cost?

Most major train stations will have a staffed left luggage facility or lockers where you can leave your belongings. A large locker will cost in the region of £3-8 for up to 24hrs.

Are there ATMs or money changing facilities at the station?

Most large train stations have facilities for taking money out with an ATM card. This is usually the easiest way of getting money as ATMs dispense cash in local currency. If you are carrying pounds sterling, major train stations have a bureau de change where you can change up money. Smaller stations may not have a bureau de change or an ATM so you should take sufficient money for your trip with you.

Can I get food/a good cup of coffee at the station?

Major train stations will have a selection of restaurants, cafes, shops and fast-food outlets to suit various budgets. In Europe you are never far from a coffee! You may find that it is more cost effective to take your own picnic food on the train. This is acceptable practice, even when the train has a trolley service or restaurant car. Steer clear of overly smelly foods if you want to stay on the right side of your fellow passengers.

On the train

All aboard! What to expect on the train itself.

What are the different seating and sleeping options on trains? How can I find out more about them?

There are two main types of sleeping accommodation on European trains: sleepers and couchettes. Sleepers offer the highest level of comfort – they usually include a bed and private wash basin, towels and bed linen. First-class accommodates 1-2 people and Second-class 2-4 people. Sleeper train charges are per person and will vary dependent on the route and facilities offered. Some of the more deluxe sleeper trains are more expensive but come with a private toilet as well.

Couchettes are more simple overnight accommodation. Usually located in Second-class, they are compartments sleeping up to six people on open bunks, with a pillow and blanket provided. There is a small shared bathroom at the end of each carriage with toilet and washbasin. The taps do not dispense drinking water so you should take a small bottle of water for brushing your teeth. Note that since there is generally no gender distinction, you should pack appropriate clothing or sleep in your day clothes. As they are more basic, a couchette option is always cheaper than a sleeper on the same service.

Check that your ticket includes a reservation for a sleeper or couchette if you plan to take a night train. This particularly applies to railpass holders. Tickets purchased via Loco2 always include seat reservations where necessary, but railpasses do not automatically include your reservation. Seat reservations can be booked up to 90 days in advance.

What facilities exist for disabled people on European trains?

The standard of facilities available on trains and at European train stations for disabled people vary. Modern European trains have seating reserved for disabled passengers and usually space for wheelchairs. For example Eurostar has a limited amount of wheelchair accessible areas, a wheelchair user fare and the option for one companion to travel at a reduced rate. Unfortunately older trains do not have good facilities and there is not an accepted standard for access.

In many European countries access to the platform from street level is easier as platforms are lower, but sometimes the distance between the train and the platform can be difficult with 2 or 3 steps up to a carriage. Facilities are being improved and usually you will be able to get assistance. If you would like specific advice or assistance please contact us via email and we carry out research on your behalf.

I’m tall, will I be comfortable on a sleeper train?

It really does depend how tall you are. The beds on sleeper trains are generally in the region of 180cm x 77cm (6’3’’ x 2’6’’) so if you are very tall then it may be a squeeze. If you think that you may find a sleeper uncomfortable, take a day train instead and enjoy the sights.

Can I take my bike on the train?

Most trains do allow you to take bicycles on board but this usually involves booking a separate space for your bike in another carriage. This can often be done at the station but you should leave ample time and expect to pay around €10-15.

For trains that don’t offer specific bike storage you may still be able to take your bike if it is dismantled, in a bike bag, as carry-on luggage. You will be required to purchase a custom-designed bag for the purpose. These are available from the station but it can be a bit of a hassle so make sure you arrive in plenty of time. This is also applicable for Brompton-style fold up bikes.

I want to get online on the train. Will there be Wifi on board?

Ability to connect to the Internet varies widely across European trains. For example Deutsche Bahn trains between major cities in Germany are Wifi enabled. They use a mobile service to avoid dropped connections when going through tunnels. Some trains cross borders while mobile networks do not, and in these cases a satellite connection is more practical.

In the UK services that offer Wi-fi on trains usually use a combination of mobile and satellite to ensure seamless connectivity. If you are hoping to use the Internet while travelling, take a dongle for mobile broadband or use your smart phone as a modem by connecting your phone to your laptop.

Is there somewhere to dine onboard the train?

Almost all trains will have either a buffet or dining car. Loco2 will displays which facilities are available as part of your specific fare conditions.

A buffet bar serves a selection of food and drinks that you can take back to your carriage. Local trains may have a snack cart with an attendant. Dining cars are a more traditional restaurant style and epitomise the romance of trans-European train travel. On boarding thr maitre d’ will usually walk through the carriage to take reservations. You will be allotted a dining slot and you should make your way to the restaurant car at this time. If you are travelling in first-class some or all of your meals may be included in your ticket price.

Can I bring my own food and drink on the train?

Yes. Food and drink is allowed on all European trains! You are not usually allowed to eat your own food in the parts of the train where they serve food but you are certainly allowed to enjoy a meal in your carriage. Try to avoid overly smelly foods to stay on good terms with your cabin buddies. You are also permitted to take a small amount of your own alcohol on the train. If you are travelling by First-class food and beverages may be included and served to you at your seat.

Technical problems

Sometimes things go wrong, and we’ve done our best to answer your questions here. If you’ve got a different issue please tell us and we’ll move heaven and earth to fix it!

Something’s gone wrong, who should I tell?

If we can’t find any trains that match your search you will receive an error screen. This is because we may not have the right station name(s) in our database for the location that you are searching for, or there might not be a train station in that location. When this happens the Loco2 team receive an email with details of the problem so that we can try and fix it. Often it is just a case of a strange spelling which can be fixed quickly. If you leave your email address in the box provided we’ll get in touch as soon as it’s fixed (we won’t use your email address for any other reason).

I’ve typed in my arrival/departure location but a different place name keeps being suggested.

Some places in Europe have multiple names or unusual spellings which can confuse the Loco2 journey search. For example, San Sebastian in northern Spain is called Donostia in the Basque language, which means that the journey search couldn’t find any trains for this location. But we know there’s a station there. It was just a matter of adding this station name to the database. This example has now been fixed but you may find other problems which are similar to this.

Another issue is place names with hyphens or abbreviations.  For instance Saint-Jean-de-luz, can be with or without hyphens or with Saint abbreivated to “st”. We’re working through a list of these and fixing them as quickly as possible, but if you think you’ve caught one please let us know and we’ll get it sorted asap.

Privacy and payment

Some Q&As about your privacy and how we protect it. For more detailed information please refer to the Privacy Policy.

Do I need to create an account to use Loco2?

You don’t need to create an account to book trains using Loco2. You can simply input your details at checkout and we’ll send confirmation to the email address you’ve specified. Please double check that you enter the correct email, and if you don’t receive notification of your booking (and you’ve checked your junk) please contact us immediately.

What do you do with my personal details when I make a booking?

We do not store your details on our server. We just don’t keep them. Simple as that.

What happens to my credit card details?

At the point of payment, your card details are transferred via a fully encrypted  HTTPS page to Sage Pay for processing. This is a secure payment gateway, with 128-bit SSL encryption and PCI DSS Level 1 compliance. We do not see, store, process or transmit any of your credit card details on our server.

I’m not comfortable making payments online. Can I telephone you to make my purchase?

We do not offer booking over the telephone, or in person. We aim to provide an easy and intuitive way to book rail travel through Europe online but if you’re unsure about any part of your booking please contact usand we’ll do our best to answer your questions or guide you through the process. We are not able to process your payment over the telephone as this must be carried out via the secure payment gateway on our website in order to be secure.

Do you have an office I can visit to make a booking?

Loco2 operates entirely as an online train travel agent so we do not have a shop, or walk-in office. We are real people though so feel free to contact us for help with your booking.

I’m making multiple purchases. Why isn’t there a “shopping basket” where I can save my bookings and make one payment at the end?

Loco2 searches multiple train operators on your behalf. Although this means that you can compare prices and be confident you’re getting good value for money, it means that we are not able to reserve tickets simply by placing them in a virtual basket. Prices fluctuate due to demand, so depending on how long you spend browsing, the price of your ticket could change. To avoid this disappointment  we only confirm the price when you confirm your booking, and at this point your ticket is secure. We realise that this isn’t ideal and we’re  working on a solution.

On part of the solution is the Loco2 Stopover Search which is a new feature we’re working on. With this you can search for multiple journey legs at once and book them in one go. Whether it’s one ticket or several that you’re buying you will have the chance to review your selections prior to purchase and you’ll have to checkout once.