Submitting a claim to Thalys

If you experience a delay or disruption to a Thalys journey, you can submit a claim directly to the rail operator. The following guidelines will assist you to submit a claim to the Thalys customer service team.

If you aren't sure if your case is covered, or need extra help, you can contact us for assistance.

IN THIS ARTICLE

Compensation for delays or cancellation

If your Thalys journey was disrupted, you may be able to claim compensation if the delay can be attributed to the operator.

You can submit a claim online at any time within two months of the travel date. The amount of compensation will depend on the length of delay:

Length of delay Amount of refund
30 - 60 mins 20% of the value of the affected ticket (travel voucher)
61 - 119 mins 50% of the value of the affected ticket
120 mins or more 100% of the value of the affected ticket

No compensation will be paid for values of less than €4.

Compensation is awarded if the cause of disruption the rail operator; for example, delays resulting from unscheduled engineering work, signalling problems or a breakdown. The rail operator is not liable for things beyond their control e.g. extreme weather (called a force majeure), vandalism or other act of malevolence (e.g. cable theft) or trespass.

Submitting a claim

If you think you are entitled to compensation, you should submit your claim to Thalys directly by completing an online form.

You will need the following information to hand, which can be found in your Loco2 account or tickets.

  • The name of each passenger you are claiming for (one request form is required per passenger)
  • Your Thalys booking reference - also referred to as "PNR (Référence Dossier Voyage in French)
  • Thalys train number, date, origin and destination

Once submitted, you should receive an automatic receipt to confirm that your claim has been submitted. 

Approved refunds will usually be paid (or vouchers issued) within one month of Thalys receiving your claim. It may take longer if there is a high volume of claims, for instance during a national rail strike.

Claiming additional expenses

In many cases, your costs will be covered by your insurance provider, so it’s a good idea to check with them first.

Thalys will consider reimbursing you for expenses that were incurred as a direct result of your delayed or cancelled train, and were unavoidable. For example:

  • Overnight accommodation
  • Food
  • Transport between the station and your accommodation
  • The cost of calling anyone who was waiting for you at your destination

There is an opportunity to include a message and attachments with your claim at the bottom of the online form. You can enter the details of any additional costs and copies of receipts as images (jpg, gif, png) or documents (doc, docx, pdf, txt).

If you submit copies of any documentation, we strongly recommend retaining the originals until you are satisfied that your claim is resolved

Thalys will not cover any other expenses, such as the cost of alternative transport if you decided not to wait for the next available train. You would need to pursue a refund for this kind of additional cost via your travel insurer.

How will the refund be paid?

E-voucher: The default method of compensation is an e-Voucher which you can redeem online on the Thalys website. If you select this option and are entitled to compensation, a confirmation e-mail will be sent to you that contains information about how to use your e-voucher.

Bank transfer: for delays greater than 60 minutes, you can request a bank transfer to receive your compensation. You will need to select "Credit card/ Bank transfer" from "Other compensation methods" when completing the online form and enter your bank details.

Other types of claims

For claims not relating to delays or disruption, you should submit the same online form to seek compensation selecting "Complaint (delay, other)".

You will need the same information (outlined above) to complete the form, including the Thalys train number, date, origin and destination. 

You should provide a clear description of your complaint and attach any corresponding evidence at the bottom of the form. You can enter the details of any additional costs and copies of receipts as images (jpg, gif, png) or documents (doc, docx, pdf, txt).

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