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Q: What are Rimo’s limitations?

Rimo is helpful, but not a magician. Here’s what Rimo cannot do : • Issue, cancel, or refund tickets directly • Confirm ticket changes, train delays, or compensation claims • Change your passenger details or email address • Override rail supplier policies • Access personal files or attachments It’s trained to explain processes clearly — but a human agent will always be there if something needs deeper handling.

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Go back to AI Agent (Rimo) Limitations & Escalation Policy

What are Rimo’s limitations?

Rimo is helpful, but not a magician.

Here’s what Rimo cannot do:

• Issue, cancel, or refund tickets directly

• Confirm ticket changes, train delays, or compensation claims

• Change your passenger details or email address

• Override rail supplier policies

• Access personal files or attachments

It’s trained to explain processes clearly — but a human agent will always be there if something needs deeper handling.

If you haven't found what you're looking for or need personalized assistance, don't hesitate to reach out. Our customer support team is here to help you with any questions or concerns.