Non-receipt of tickets
You have not received your train tickets within the required time.
You think you made a mistake in the address of the addressee. Please contact the booking centre as soon as possible.
- France: Ligne directe SNCF 36 35 say Thalys
- Germany: Ligne directe SNCF +33 8 92 35 35 36
- Belgium: Call Centre International SNCB 02 528 28 28
- The Netherlands: NS Hispeed Telesales 0900/92 96
Tickets are printed immediately and sent automatically by post to the address you have indicated.
You do not think you have made a mistake in the address of the addressee.
- If the ticket was ordered on Thalys.com and the address of the addressee is in France or Germany:
Please go to the station or SNCF agency (including those in Cologne or Brussels) with your booking reference number and ask for your train tickets to be issued again. You will be asked to pay for your tickets at the same rate as the original ones. At the same time, ask for the “Passenger After-Sales / Home Delivery” form to obtain a refund of the tickets you have not received.
- If you are in a country where there is no SNCF agency:
- Please buy new tickets from a local distributor.
You may make a claim for refund at a later date.
- To obtain a refund:
- ask the Train Manager on the train to personalize your new tickets (first name and surname of the person who is travelling).
- ask for the “Passenger After-Sales / Home Delivery” form from the SNCF agency at your arrival station in France.
You must present your 6-letter reference number, a form of identity (compulsory) and the credit card you used to purchase your ticket on line.
- If the ticket was ordered on Thalys.com and the address of the addressee is in Belgium, please contact the SNCB Call Centre on 02/5282828.
- If the ticket was ordered on Thalys.com and the address of the addressee is in the Netherlands, please contact the NS Hispeed Telesales on 0900/92 96.
