2020-03-11: UEX update

Information on Corona virus:
UEX offers free rebooking

[last update 2020-03-16]

Dear Ladies and Gentleman, dear UEX guests,

Every day you and we are currently confronted with news about the corona virus. Understandably, there is uncertainty everywhere. We are following the situation very closely and are in constant exchange with authorities and partners. Our decisions on this topic are based on the official guidelines and information provided by the German Federal Foreign Office and, where appropriate, governmental and official decrees.

The situation

Despite the current drastic preventive measures taken by Italy, Austria and Germany, which are involved in the UEX traffic, we currently have no indications that the trains of our summer programme could not be operated as planned from 15 May onwards.

Some UEX trains for this summer are still fully booked in many categories. Not only because of this, we would like to take this opportunity to thank you for your trust and prudence and are pleased that so many guests continue to want to travel with the UEX. New passenger records have even been set in the current winter season.

Nevertheless, we naturally have complete understanding for all those who are concerned about travelling this year. For you as our guests and for the entire UEX family with its employees and partners, the current situation is both difficult and emotional.

Rebooking

Our goal is to make your journey to/from your holiday as pleasant as possible. And above all, of course, that you start your holiday with a good feeling. In this context, we offer all customers with a booking for summer 2020 to rebook their journey free of charge from now until April 3, inclusive. This applies both to changes of destination and travel date of the summer program 2020. This goodwill arrangement allows you to plan your holiday flexibly.

The UEX trains to Munich, Innsbruck, Villach and, of course, Verona are available for this offer (subject to availability; in some cases there is great demand, see above).

Should your rebooking result in a lower price, you will be refunded the difference to the original price (same booking class assumed). If the other way round the rebooking results in a higher fare, the difference will be charged. Fees are only incurred if you change booking class (e.g. single seat instead of own compartment). With this procedure the Urlaubs-Express joins the procedures of other rail and aviation companies.

If you would like to change your booking, please contact our ServiceCenter, quoting your booking number. We recommend that you contact us by e-mail at . This will speed up the processing. Due to current developments, our telephone service is often under heavy strain at present.

Offer for UEX winter customers (valid on from March 13th, 2020)

Customers with existing bookings of the current UEX winter program have the possibility to have already paid deposits or payments credited for a booking for the winter program 2020/21. This has two advantages for you: You save the cancellation fees now and can benefit from the early booking prices at the start of the winter program 2020/21. If the price is lower than the precendent booking, you will be refunded the difference. The winter program 2020/21 is expected to be published on May 4th, 2020. The Urlaubs-Express will inform you of this date in good time by means of a newsletter. You will find the registration for the newsletter on the start page under the button “Book here”. If there is no suitable date or destination for you in the winter program  2020/21, you can cancel retroactively at the cancellation conditions that would have applied to you now.

If you have any questions concerning your UEX journey, please contact our friendly ServiceCenter by e-mail at .

Kind regards

Your Team of the Urlaubs-Express