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 ticket before the date and time of your initial journey.
You have not collected or received your 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 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 at 08 92 35 35 36 ;
- Tickets purchased in Belgium: refunds via Telesales SNCB on +32 (0)2 528 28 28;
- 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 11861(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 6 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)2 528 28 50 (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 0900 92 96 (0.35€ /min) for tickets purchased from an NS point of sale.
- Via the ReiseService DB on 11861 (0.03€ /sec, then 0.39€/ min after transfer to the ReiseService) for tickets purchased from the DB.
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
Thalys Klantenservice
Postbus 2372
NL - 3500 GJ 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 print-out tickets:
Printed tickets can neither be exchanged nor refunded. However, the “Print&Go” fare offered on connections to Germany is refundable before you create a pdf file for your ticket.
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)2 528 28 50 (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)2 528 28 50 (from Monday to Friday from 8 am to 8 pm, weekends and public holidays from 9 am to 4:30 pm).
