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You should contact our human support team when:

• You made a mistake and need urgent help before departure

• You didn’t receive your ticket and it's less than 24 hours before travel

• Your train was cancelled or delayed and you're unsure of your options

• You booked for the wrong date or passenger and need to modify

• There’s a payment issue (e.g. duplicate charge, failed transaction)

• You don’t understand your booking status or ticket type

Our premium support team is fast, multilingual, and responsive — and won’t leave you hanging.

It depends on the supplier policy.

In some countries, passenger names can’t be changed once booked. In others, we may be able to correct typos — but only a human agent can check this.

If you entered the wrong name, email [email protected] with your booking ID and what needs to be corrected. Don’t wait until the day of travel — changes aren’t always possible close to departure.

No — our agents will see the full conversation you had with Rimo, so you don’t need to repeat yourself.

Just include:

• Your email  

• Booking reference (if available)  

• Any new info or urgency (like “my train leaves in 3 hours”)

This helps us prioritize and solve it faster.