Refund Policy

This policy and our Guarantee

We have two separate documents and they cover different things.

Our Guarantee covers one situation only: where we are unable to secure your cabin. If that happens you get every penny back, automatically, and you do not need to ask.

This Refund Policy covers everything else. When you can cancel and when you cannot, what happens if the rail operator changes your train, incorrect passenger details, how refunds are paid, and chargebacks.

In short, the Guarantee is our promise to you. This policy is the detail behind it.

Cancelling before your ticket is issued

If your travel date is already on sale, your ticket is issued when you book, usually within two hours. For dates further ahead, the rail operator releases tickets closer to the travel date, and your ticket is issued in your name then.

Until that happens, we have not yet purchased your ticket. So if your plans change before your ticket has been issued, email us at hello@trainsegypt.com with your booking reference and we will refund you in full.

No fee, no forms, no questions.

Once your ticket has been issued

Once a ticket has been issued it is non-refundable, non-changeable and non-transferable.

Egyptian sleeper tickets are issued against specific passenger passport details and are tied to a particular travel date. Once purchased, they cannot be returned, exchanged or transferred to another passenger or another date. This applies to all tickets regardless of where they are bought.

This includes circumstances where a traveller becomes unwell, is bereaved, or is otherwise unable to travel. You may wish to check whether your travel insurance covers this. On request we will provide written confirmation of your booking to support a claim.

If you need to change your travel date

We are not able to change the date, route or passenger details on an existing booking.

Before your ticket has been issued, cancel for a full refund and make a new booking for the date you want.

Once your ticket has been issued, no changes are possible and the booking is non-refundable. A new booking would be required.

Changes to your train

What you book with us is an overnight sleeper journey on your chosen route and travel date.

The train number, departure time and arrival time shown when you book are those of the service scheduled at that time. They are set by the rail operator and are not guaranteed.

Where that service is not running or not available when tickets are released, we will secure an alternative sleeper service on the same route and the same travel date. Departure and arrival times may differ, in some cases by several hours.

This does not entitle you to a refund, a partial refund or a fare difference. The change is made by the rail operator and is outside our control.

Where no sleeper service is available at all on your route and date, we will tell you and refund you in full.

Please see section 15 of our Terms of Service for the full position.

If your train is cancelled or delayed

Where a service is cancelled or delayed by the rail operator, we will contact you as soon as we are informed and will tell you what alternatives exist.

Any refund or compensation in these circumstances is determined by the rail operator, not by us. We cannot guarantee one. Anything we recover from the operator will be passed to you in full.

Once your journey has begun, any delay or disruption is a matter between you and the rail operator.

If we cannot secure your cabin

On rare occasions a cabin may become unavailable between the time you pay and the time we process your booking.

If this happens we will refund your payment in full and notify you by email. You do not need to request it.

This is covered by our Guarantee.

Incorrect passenger details

Tickets are issued against the passport details you provide, and every traveller must carry the passport used at the time of booking.

If details are entered incorrectly, or a traveller presents a different passport, and the ticket cannot be used as a result, we are unable to offer a refund.

Please review all passenger information carefully before completing payment.

Refused entry to Egypt

We are not able to refund a booking where a traveller is refused entry to Egypt, refused boarding, or is otherwise unable to travel for reasons relating to passports, visas or immigration.

It is your responsibility to check the entry requirements that apply to each traveller in your booking.

How refunds are paid

Refunds are issued to the card used for payment. Most banks show the refund within 5 to 10 working days.

Refunds are processed in GBP. Where your card was charged in another currency, the amount you receive may differ slightly from the amount originally debited, because of movements in the exchange rate between the date of payment and the date of refund. This is determined by your card issuer and is outside our control.

Chargebacks

If you initiate a chargeback with your bank for a valid booking where a ticket has been delivered, we reserve the right to contest it and to provide evidence of delivery.

Where a chargeback is raised without a valid basis, we reserve the right to decline future bookings.

If something has gone wrong, please contact us first. We will always try to resolve it directly.

Questions

If you have a question about a specific booking, email us at hello@trainsegypt.com with your booking reference and we will do our best to help.

Traverse Group Ltd, trading as Trains Egypt
Registered office: Withington Works, 30 Burton Road, Withington, Manchester, M20 3EB
Registered in England and Wales, company number 17119723