Refunds
Refunds of paper tickets:
Exchange, cancellation or refund of your ticket is possible subject to price conditions in force. To benefit from optimal after-sales conditions, you must cancel or exchange your train ticket before the date and time of your initial journey.
You have not collected or received your train ticket.
You can cancel your ticket online using the section "my paper tickets" if it was issued in France or Germany. Before the ticket is issued the credit card used for payment will be credited with the corresponding amount.
- For train tickets purchased through travel agencies, please contact the agency.
- For train tickets purchased through travel agencies, please contact the agency.
- Tickets purchased in France: refunds via Ligne Directe SNCF at 08 92 35 35 36 ;
- Tickets purchased in Belgium: refunds via Telesales SNCB on 070/79.79.79 (0.30 /min);
- Tickets purchased in the Netherlands: refunds via NS Hispeed Telesales Internationaal on +31 (0) 900 92 96 (0.35 /min)
- Tickets purchased in Germany (except for www.thalys.com): refunds via the ReiseService on 01 805 99 66 33 (0.03/second, then 0.39/minute after transfer to the ReiseService).
You have already collected or received your ticket.
Tickets purchased via thalys.com:- You may cancel your ticket on line up to 48 hours before departure using the "Manage my Bookings" section, if your ticket was issued in France or Germany. After the ticket has been issued, refunds can be made at the train station.
- You can also go to the ticket office of an international train station in the country where the ticket was issued.
- You can also contact Thalys customer service (in Brussels) for tickets purchased on our website and received at home by post. Refunds must be requested within 2 months of the date of travel indicated on your ticket.
Tickets purchased through travel agencies:
Refunds can only be made by the agency that issued the ticket.
You may cancel a journey by telephone:
- Via the Call Centre International in Belgium (except for tickets purchased from a DB point of sale) on +32 (0)70 79 79 79 (0.30/min from a landline. From Monday to Friday from 8 am to 8 pm, week-ends and public holidays from 9 am to 4:30 pm).
- Via NS Hispeed Telesales Internationaal in the Netherlands on +31 (0) 900 92 96 (0.35 /min, from Monday to Friday from 8 am to 9 pm, week-ends and public holidays from 10 am to 6 pm) for tickets purchased from an NS point of sale.
- Via the ReiseService DB on 01 805 99 66 33 (0.14 /min from a landline. Different rates may apply for calls made from mobile phones).
You can also request a refund in the country the ticket was issued from the ticket office of an international train station or by post from the Customer Service that issued the ticket.
Addresses customer Service:
- France/Belgium
Thalys Customer Service
P.O. Box 14
B - 1050 Brussels 5
BELGIUM - The-Netherlands
NS HIGHSPEED CUSTOMER SERVICES
PO BOX 2552
NL - 3500GN UTRECHT
- Germany
DB Fernverkehr AG
Kundendialog
Postfach 100 613
D - 96058 Bamberg
Tickets purchased by telephone can also be refunded at train station ticket offices and at other authorised points of sale for international train tickets.
Refund of Ticketless travel:
Refunds of Ticketless travel (subject to the after sales conditions applied to the fare) must be made via the initial sales channel (except for Thalys.com) by indicating the 6-letter reservation number of your journey.
- For purchases made via www.thalys.com: refunds are made via the International Call Centre in Belgium at +32 (0)70 79 79 79 (0.30/min, from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 pm).
- For purchases made via www.thalys.com: refunds are made via the Call Centre in the Netherlands at +31 (0) 900 9296 (0.35/min, from Monday to Friday from 8 am to 9 pm, weekends and public holidays from 10 am to 6 pm).
- For purchases made through a travel agency: refunds are made via the travel agency.
- Tickets purchased by telephone via Ligne Directe in France: refunds are possible via Ligne Directe in France on + 33 (0)8 92 35 35 30 (0.34/min, every day from 7 am to 10 pm).
- Tickets purchased by telephone via the International Call Centre in Belgium: refunds are possible via the International Call Centre in Belgium on +32(0)70 79 79 79 (0.30/min from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 pm).
