Virail Help Center

You will receive an email with your ticket. It is advised to print this in case to ensure there are no issues when boarding.

Not to worry - you can contact us directly to re-send the ticket and check if there is a mistake with the email address submitted.

If the email address submitted is incorrect we can send it to a different address.

For queries related to the Virail website, refunds and amendments you should contact us directly.

If you have questions regarding the trip, you should contact the carrier you booked with. This includes if the trip has passed and you now wish to make a refund request.

During your search we endeavour show you the most recent and accurate data but it may differ slightly than the checkout page based on any pricing changes that may have occurred.

Furthermore, dependent on the currency selected you may see a converted price which may differ slightly based on the partner you have chosen and the currencies that you can book with.

Lastly, you may have a service fee added to the final price to cover a range of costs associated with completing your booking. This price must be shown clearly separately.

Once the trip has passed, we are unable to automatically handle any refunds or amendments as this requires the carrier.

As such, you should either contact the carrier directly or you can contact us to communicate with them on your behalf and we will try and resolve the issue as quickly as we can.

Once the trip has passed, we are unable to automatically handle any refunds or amendments as this requires the carrier.

As such, you should either contact the carrier directly or you can contact us to communicate with them on your behalf and we will try and resolve the issue as quickly as we can.

Please let us know and we will contact the carrier on your behalf to resolve the issue.

This depends on whether you have purchased a refundable ticket or not, and the terms of the carrier which differ.

We recommend to check the ticket type and terms and conditions of the carrier you have selected before booking to ensure you choose the right ticket type.

If you have used the self-service you will typically receive the notification immediately on whether your ticket can and will be refunded.

If you have requested a refund via our team, we will try and process your request as quickly as possible and once completed, you will receive an email notification.

On your email you will have received a self-service link to cancel your booking.

To do this, you will need to submit:

1) Surname
2) Booking number
3) Email address

Alternatively, you can contact us either via the help centre form with the above details and we can cancel on your behalf.

Note, we can only cancel tickets as per the carrier's terms and conditions. In the event your cancellation request is outside of the carrier's terms and conditions, you will need to contact them directly.

You can find each option available on the checkout page. The options may change as we look to add further payment options to give you the best choice possible.

If you believe there has been an error with the payment process, we can investigate once you share with us the necessary details by email.

Banks and credit cards also usually charge fees for purchases in foreign currencies. As such, the amount you receive may be subject to foreign currency fluctuations which is outside of our control.

As stated in Virail's terms and conditions the service fee is non-refundable once a transaction has occurred. If a service fee has been added to your transaction this amount is shown clearly and separately.

Once you have input your trip details such as where you want to go, how many passengers and if it's a return trip etc., you will then be taken to our search page where all possible options will be shown to you. The options are split into different categories to help you choose and we sort the results to show you the best possible choices.

We understand too much choice can sometimes be confusing! Using our filters you can refine your search to find the best option for your trip whether that's a train, bus or maybe even carpooling.

We also use an algorithm which ranks different criteria to show the best option to you higher in our search.

We are constantly looking to bring as much choice as possible to our platform. That means you're able to search across a range of different transport options to help you travel. Despite our name, this means you won't only find trains on our site, but buses, planes, and carpooling options too!

Virail operates as both a 'metasearch' and 'OTA' (Online Travel Agent).

Depending on the option you have selected, you will either book with us or one of our trusted partners.

If you book with us you will not be redirected and the page will be clearly labelled as 'Virail'.

Click here to visit the self-service cancellation portal.

Get in touch with us.