Thalys Reviews 677

Train 9469 was cancelled and then merged into another train. I had to sit uncomfortable for a few hours next to a door. In addition, I had to pay an extra 89 euros to extend my ticket from Brussels to Amsterdam.

This worst company in world. Most Greedy company who never gonna be respect the passenger’s . It’s fully disrespectful. I hope that in one of day you will Go bankrupt. Cause They deliberately send trains that do not serve or repair. It's just a nightmare, they don't sell their tickets cheaply. You're just shameful.The train 9347, Destination Brussels - Amsterdam , the People are locked in the train for more than 4 hours. It's a nightmare, Who will be responsible for it?. Sadists.We will sue your company.
We must be in Amsterdam in 14:55 which time now??? What wrong with you!
It’s not normally!
I have audiences in 4 millions ,my best friend journalist , i promise that will be big resonance .

The train was cancelled and I have sent the same day request for refund (tried messenger, phone and later twitter) but until now, 2 weeks later, I do not have any answer.

EDIT:
2 days after my review, fortunately THALYS on twitter answered and I got full refund on the afternoon of the same day.

Paris-Brussels, 19 June, 2023, 20-21. 40. Air Condition almost nonexistent. No toilet paper.

The luggage rack was full. Partly because a bag or rubbish had been dumped there. The train conductor was arguing with the train cleaner. Very very cramped in my seat with another tall person sitting opposite.

Thalys has aging train carriages and it really shows. In a single return trip I had to sit in broken seats both ways (you cannot raise the tray), and plug points were also broken. Ultimately if you can’t sit comfortably, or charge your devices, it is a problem. I get no sense that investment is underway or that problems are due to be fixed. Given what they charge, it’s a terrible experience.

Someone stole my backpack on the Thalys to Amsterdam with everything in it including an expensive computer. It was above me, I wasn’t sleeping. Thalys employee shrugs as most of your belongings are gone. Staff was clueless about police, they told us it was in the station but it’s downtown. Apparently it’s we’ll known by the company (they even announce it during the trip!), by the police and by people living in Amsterdam that the Thalys is being robbed frequently but none seems to care. There no access control to the train in NL and none checks the ticket during the trip. And of course Thalys is not liable for your stolen stuff. Check your belongings during the trip !! Especially between Rotterdam and Schiphol as that’s where the thieves operate

Very exited by service and high speed. I love the lounge also

Simply not customer friendly! For times they are somehow willing to help you they do. When they aren't well, they just don't care! So I use to buy my tickets through a partner of Thalys ( not my partner, they work together, they get tickets sold within their respective partnership) but they have decided that my last tickets and the miles and points that I requested to be added to my account should stay with a status of processing for weeks now, but somehow before when I would ask them to kindly add my miles and points from a previous trip that I had they would help me and add it. But like I said, now from my previous request to add my miles and points to my account, well they Simply put them on my account and left them be processing and that's it! Well let just say, that way, they Simply don't allow the person to get use their own rights and that's it! They just don't care. They have already received the money from the tickets , but they don't care of you get what is rightfully ours and have you blocked just because they want to... just ridiculous they are! Really don't advise anyone to use their services. Avoid if you can! Purely customer unfriendly and no respect! Hope that someday other companies will be available to cause not only they have the monopoly nowadays but worse is that make you feel like nothing using what is rightfully yours like it isn't! Disrespect and abuse of power! Terrible that!

One of the worse travelling experiences we have had,with a female staff shouting at my daughter to fold a buggy with her 5 week old baby in it not giving her/us chance to actually get on the train (she could have offered to help) - even threatening to not let her on the train which had been booked and paid for, we were being quick too so weren't holding anyone up or in anyones way. The disprect shown was digusting. We were also travelling with a toddler and in Brussels they started letting people on the train before we had alighted with the toddler and got our things together, again being argumentive even though we were hurrying. Then another female staff member refused to give us directions to the Eurostar terminal. Are families not welcome on this service? That is how it felt.

Train 9328 - Amsterdam Centraal - Brussel Zuid - 1st Class Premium (129 Euro)

let me start with the plus side, and it is very short: 1 hour 52 minutes to get from Amsterdam to Brussel, without airport security hassle and travel to airport. Comfortable seats, with fast wifi and electric plugs for every seat. One plus for Amsterdam Centraal a clear plan of the coaches and designated areas at the platform, so passengers know where to wait for their coarch.

What did not work: very long list: starting at Amsterdam Centraal where the escalators where not working, and people had to carry their luggage up. I understand that this is the Station issue, but a train that is presenting itself as luxury, should ensure that everything is working to get its passengers to the train. The website states stewardess at the station to help you get on board - NONE were available - I looked from the window at every station the train stopped, and it was the same no stewardess or any promised help available.. The website states choices of breakfast, it was only croissant. Minimum space for luggage and it is expected that you put your luggage above your seat - sorry not everyone is backpacker and I am not going to lift 20 Kgs luggage above my head. and finally some cleaning will not hurt.

And best at the end when the train arrived to Antwerp, it was announced that gangs operate at the station and jump into coaches and run away with luggage, and that it is the passenger's responsibility to guard his luggage and defend it!!!!! Definitely did not get what was promised in my ticket price.

We were kicked out of the train after we were advised to take it due to a delay of our original train at the main station as well as on the phone. Staff was incredibly rude and did make no effort to communicate or understand the situation. When the security from the next train station arrived they stayed calm and showed sympathy for us and tried to be as helpful as possible. The staff on the other hand: rude, unhelpful and unprofessional! To complain we asked their superior for their name and they cowardly walked away. We arrived home after midnight while having to travel almost twice as long. We will never buy train tickets from Thalys!

almost got into a fist fight cause someone was sitting at my place and when i told them your seat is noted on your ticket they refused to move and got into an argument luckily there were people around us to keep control of the situation and remain us calm, i guess its time for Thalys in general to fix this issue because its been going on for years before incidents happen between passengers..

Train was cancelled a few days ahead
no alternative train ticket available anymore the same day
had to book a last minute bus ticket (flixbus), and Thalys refused to pay the difference (bus ticket was more expensive by about 5 euros).
Incredible.

My ticket from Brussels to Paris was cancelled a week before travel for no reason. But my train number/date still ran. Looks to me like they just wanted to resell my ticket at a higher price.

The loyalty program is one of the worst in the travel industry, points have to be used within two years and the value of a point is super low, so even if you travel frequently, it means you cant redeem them for a normal trip.
Also, customer service is very bad, if a train is more than 1 hour late you are entitled to a refund, but it is impossible to claim

I frequently travel on the Thalys, sadly only short journeys-Rdam to Ant or Brussels. The service is always friendly, super efficient and always on time. I enjoy travelling with Thalys trains and will continue to do so.

It's impossible to change my journey under time pressure, when travelling from Germany to France for example. There's a phone number on the ticket, but why can't it be done via the app? I tried to change my journey onto a train that was earlier, which would have helped even Thalys, because they could have resold my place on the later train. It made no sense.

Impolite people in the phone and absurde after sales policies !

Their website usually collapses after you have entered all the information and you click on pay. The situation has persisted for months, possibly years.