Practical travel guide

Change your journey

Your plans have changed and you need to cancel or postpone your trip?
Exchange, cancellation or refund of your ticket is possible depending on the conditions that apply to your fare. To take full advantage of after sales conditions, you must cancel or exchange your ticket before the initial departure date and time of your journey.

Moreover, conditions can vary according to the point of sale or the type of ticket (Ticketless, IATA paper ticket, print-out ticket) and the country of purchase.

Exchanging Ticketless travel:

Exchanges of Ticketless travel must be made via the initial sales channel (except for Thalys.com) by indicating the reservation number of your journey (six letters).

For purchases made via www.thalys.com:
Exchanges are possible via the International Call Centre in Belgium on +32 (0)70 79 79 79 (from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 pm.

Tickets purchased by telephone:

Via Ligne Directe in France:
- Ligne Directe Thalys on 3635, say Thalys (0.34 €/min from a landline) or +33 892 35 35 36 from abroad.Every day from 7 am to 10 pm
Via the International Call Centre in Belgium:
- Ligne Directe Thalys on 3635, say Thalys (0.34 €/min from a landline) or +33 892 35 35 36 from abroad.Every day from 7 am to 10 pm

For purchases made through a travel agency:
Exchanges are possible via the travel agency.

Exchanging a ticket purchased in Belgium:

Exchanging a paper ticket that has not yet been collected:

call the SNCB International Call Centre on +32 70 79 79 79;
visit the ticket office of a Belgian international train station.

Exchanging a paper ticket that has already been collected:

If your ticket has been purchased via thalys.com, at a station or through the International Call Centre, exchanges are possible:

at an international train station;
through the SNCB International Call Centre on +32 70 79 79 79.

If your ticket has been purchased through a travel agency, exchanges are possible:

through your travel agency;
at an international train station;
through the SNCB International Call Centre outside agency opening hours (3635 say "Thalys” - (0.34 €/min).

If your ticket has been purchased at the SNCF agency situated in Galerie Louise in Brussels, exchanges are possible:

at the SNCF agency in Brussels;
via ligne directe SNCF on + 33 8 92 35 35 36 (from outside France), on 3635, say "Thalys" (0.34 €/min) for calls within France;
at an SNCF station.

At your Thalys departure station, exchanges are possible up to one hour after the departure time of your Thalys train.

Please note:

For each exchange you will be issued with an access card that must be obtained before your journey.
For tickets exchanged by telephone, you will be informed during the call where this access card can be obtained.

Exchanging a printed ticket:

Printed tickets can neither be exchanged nor refunded.

Refunds

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 on +32 (0)70 79 79 79 (from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 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 (from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 pm).

Refunds of paper tickets:

You have not collected or received your ticket.

For tickets purchased through travel agencies, please contact the agency.

For tickets purchased through travel agencies, please contact the agency.
- Tickets purchased in France: refunds via Ligne Directe SNCF on 08 92 35 35 36 ;
- Tickets purchased in Belgium: refunds via Telesales SNCB on +32 (0)70 79 79 79;
- Tickets purchased in the Netherlands: refunds via Telesales NS 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 (0.14 €/min from a landline. Different rates may apply for calls made from mobile phones);
- You can also request a refund via thalys.com using the “Manage my bookings” section for tickets purchased via the website (tickets issued in France and Germany only).

You have already collected or received your ticket.

Tickets purchased via thalys.com:

For tickets issued in France or Germany, you can cancel your ticket online using the section “my paper tickets” of the website. Before the ticket is issued the credit card used for payment will be credited for the corresponding amount. 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 6 months of the date of travel indicated on your ticket.

Tickets purchased at the station:
Refunds can be made in the country where the ticket was issued at the ticket office of an international train station.

Tickets purchased through travel agencies:
Refunds can only be made by the agency that issued the ticket.