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Winner: Advancing International Rail TravelBranchBranchWinner2024 Global Recognition AwardGlobal Recognition Award*

Need Assistance? Rail Monsters Help Center

Rail Monsters Help Center — your source for clear answers on bookings, tickets, apps, refunds, and travel info.
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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 can’t find the answers you’re looking for, our support team is available 24/7.
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