Compensation Policy
For you and for us, punctuality is essential!
And Thalys does everything possible to make sure you always arrive on time.
However, to compensate customers who have been subject to inconvenience because of delays on Thalys trains, Thalys International has implemented a compensation policy.
We offer customers compensation in the form of Thalys vouchers equivalant to respectively 20, 50 or 100% of the cost of the journey in question, if your Thalys train arrived at its destination with a delay of more than 30, 60 or 120 minutes, except in the case of force majeure events.
This is valid only for international Thalys tickets.
Thalys may suspend its compensation policy in the event of major and prolonged disruptions of rail traffic if passengers have been duly informed.
To claim this compensation, you can
- either complete the claim form available at the station or on board the train. Send the original of your ticket with the form in a stamped addressed envelope (within two months after your journey) to Thalys Customer Service.
Service Clientèle Thalys
B.P. 14
B - 1050 Bruxelles 5
BELGIUM - or complete the claim form available on line.
If your fare category requires a return journey such as Mezzo, Mezzo+ or Smilys, make your claim after your return journey.
