Compensation policy
For you, for us, punctuality is essential!
And Thalys does everything to make sure you arrive on time.
However, to compensate customers whose plans have been upset by a delay, Thalys International has set up a reimbursement scheme.
Therefore, for any Thalys delayed for up to 30, 60, 120 minutes or more, Thalys International offers customers, except in cases of force majeure, compensation in the form of Thalys travel vouchers (valid for 12 months) equivalent to 20, 50 or 100% of fares respectively.
Customers who wish to receive compensation in cash will receive, except for cases of force majeure, starting from the 60th and 120th minute of delay, 25% or 50% respectively of their fare by bank transfer.
No compensation will be paid for sums under € 4.
To request compensation, you can:
- Fill in the form handed out on board your train or at the station. Send it, along with your ticket, by post (no later than 2 months after the date of your journey) to Thalys Customer Service. For compensation in cash, include bank account details with the form.
Service Clientèle Thalys
B.P. 14
B - 1050 Bruxelles 5
BELGIUM
- Or fill in the form available on line.
