Polrail Service Reviews 16

Our carriage were detached for change-over from the train 1 station too early and no-one gave us any information about what was going on. We were stuck on our own with 40 other passengers in 1 single carriage on the track. Passengers were calling around to find out what was happening. Instead of trying to calm down the passengers, the technical staff gave us attitude when asked what was going on. We waited for 45minutes to be attached to another train which caused a delay to our end destination. MOST HORRIBLE experience EVER ! I will never use or recommend Polrail ever again ! Most rude staff I have ever dealt with.

Not a very beautiful website, but it's fairly easy to navigate through. It would be awesome if they had an app as well (Where you can boom international railing, eg. from Przemsysl to Kyiv).

The best thing about polrail is they have an extreme efficient and helpfull customer support.

Very responsive and effective customer service. Trains Warsaw-Kyiv are old but steady. Will absolutely continue using both inside Poland and their international section

They accepted an order from Berlin to Wroclaw in March knowing that the rail carrier has temporarily blocked printing of reservations. They couldnt fulfil the order but took the money. Thats very strange! I revocated the order immediatly und they wrote that they will refund the credit card. I will believe it when the full amount comes in....

Old trains, every window sealed, no escape if possible fire, 🔥 wood burner for heating causing lots of smoke damage to lungs and clothes

Disappointing experience buying tickets. You buy with them, then they say "your order is pending" & you should wait till the official seller starts selling the tickets. While the official seller starts selling, you have no order confirmation with them. I asked for refund, and they charge 25% for making you feel frustrated.

Based on my experience, I strongly advise against using this ticket seller service. Their lack of accountability and poor customer service resulted in me not receiving my tickets, causing significant disruptions to my travel plans. I had to go through unnecessary hassle and expenses to find alternative tickets. Moreover, their failure to respond to my inquiries and provide a resolution was deeply frustrating. Save yourself the trouble and find a more reliable and responsive ticket seller to avoid similar issues and disappointment.

I see my issue is a common one with Polrail - I purchased a ticket - was informed my purchase was successful and that I would receive email ticket within a day or so.
So I go ahead a book connecting journeys only to be told by polrail that they sold too many tickets and that my ticket was cancelled and do I want a refund?
The money I spent on connections is lost and I was not able to find a train alternative-expensive and disappointing-ant rather simply system should be able to prevent such mistakes but I suspect it’s Polrail chasing more income. You won’t feel comfortable booking with them!

I ordered tickets to travel by overnight train. Everything ok, unfortunately there were no e-tickets, only standard paper ones, but I picked them up at my hotel. Very convenient.

We have booked six tickets for destination: Kiev-Warsaw with minimal number of changes as far as we had the only supporting person in a group of five seniors with movement disabilities. (orders #144295, #144296)
All the tickets were paid in advance but in two days, I was notified by email from Polrail customer service that it is impossible to confirm my tickets because the train was sold out, and therefore I have to respond ASAP whether it is possible to re-book all the tickets on the other rout. It is unbelievable I bought the tickets but did not receive them because the train tickets were oversold by the company. How it is possible to rely upon such a company or customer service!
The whole trip was under the risk due to highly improper booking service.

I booked tickets from Warsaw and got the notificatin, that they will be sent within 1 or two days. This has been two weeks ago. I wrote them an email and got the answer the order is still in process. on other booking platforms and the polish railway I got the information that all tickets are sold out, so I assume I will not receive anything from polrail. I booked connecting tickets I won´t be able to use now. So I lost quite an amount of money thruogh this misleading process. In my opinin this is an untrustworthy company selling tickets that are not available and letting the customer wait for weeks. Use other platforms they are cheaper and treat you fair, if tickets are not available.

After two weeks they finally answered my request and send back the money immediatly, at least.

Do not trust this website and their customer support. They sell tickets that are not available. I emailed their customer service before buying tickets and they confirmed that tickets were available for my dates. I booked and paid for three international train tickets from Warsaw. They charged my card and sent me an email that I would receive these tickets by post.
The next day they emailed me saying that those dates were not available. What a fake and misleading website.

They charge twice as much as tickets cost. I paid 304 PLN and got tickets with a total value of 170 PLN. Their customer support said the rest of the money are taxes(which is not true, tickets already have taxes in their price) and service fee. So roughly half of the price you pay is a fee.

I booked and paid a train e-ticket. The e-ticket is said to be issued in 1-2 working days (lucky! it is electronic)
I didn´t receive the ticket. When requested it, they said that there was a problem in the infrastructures and that transportation will be done by bus... but unluckily, the bus was already complete, or option, you can take a bus from another place 5 hours later. Requested the refund, but if they manage the customers (and tourists) in this way maybe I will never receive it.
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I have to say that the refund policy is good and 1 day later I received the refund-> So I improve my valuation.

I've used Polrail twice (in successive years) to book train journeys starting in Poland and ending in other countries (Ukraine, then Germany). These were tricky to book myself due to e.g. international borders/split ticketing/sleeper requirements/size/age of party travelling.
Polrail were excellent. I emailed my requirements. Super-quick responses. Excellent English. Payment worked without issue. Most importantly, the tickets were all correct and in order. The first time, I printed the tickets myself, the second time I collected from the arranged pick-up point, which happened to be the post office branch near Krakow central station. All worked well. Prices were very reasonable too.

Now let me share something rather lovely. A month after travelling, I noticed an unexpected refund on my credit card from Polrail. I emailed them to say I thought they may have made an admin mistake, i.e. refunded the wrong person. They replied to say they were able to obtain the tickets cheaper than expected from their provider, so they had refunded the difference. Thanks Polrail, that's wonderful.
I am happy to recommend Polrail to any rail traveller.

I found that the following sentence at the website of Polrail: "there is less noise"

That sentence is not true of sleeping compartments in the Polish train from Warsaw to Szczecin.