Customer Support Regions by Country and Carrier

This article is designed to help identify which Customer Support region (team) is responsible for handling requests based on the country (destination) or rail carrier.Use this guide to route queries correctly and ensure faster resolution for customers.

How to use this guide: 

• If your query is related to a specific rail carrier, refer to the Carrier Mapping section.
• Once identified, direct the case to the corresponding customer support team (region).

Country to Customer Support Region

Important notes

• Always check both the country and the carrier before routing the case
• If a booking includes multiple carriers, follow internal escalation or split-case guidelines
• Pass products should always be routed to the Passes team
• If no clear mapping is found, escalate internally before assigning