Thalys Reviews 677

The breakfast on our outward journey was good. Very friendly staff, train bang on time. Lounge at Brussels ok.
On the return journey the lounge in Paris was dreadful, worse lounge experience ever. The snack provided on the train was dreadful. Warning to uk travellers - The rice pudding was not sweet but a savoury snack topped with spinach that was incredibly dry and inedible. The train also smelt like a toilet.
Staff friendly and helpful but only knew what the food was by what was written on the box. No allergy advice.
It will be interesting to see what happens when Eurostar (excellent meals) and Thalys merge.

Worst ever train experience. Dirty, unsafe without the charm of old trains. And expensive. First class as a gift to my teen. Forget about the toilets in first class, wet floor, etc. No food but sandwiches, photos taken bc so dirty, and a girl behind had her shopping bags stolen while at the restroom. The answer of the only staff she found: normal, there are many pickpockets on the train. Seriously? This is an international train ! Not the tube. No help, she had to walk down coridoors to find some of her stuff on the floor.
No way thalys can keep its monopol
The difference between what is announced ans the thuth is huge.

Service for this price is very poor. What is interesting that neither in Rotterdam nor Amsterdam there are no official info about connection and platform at the station display time table. A lady in the info kiosk said that such a train is not operating in Amsterdam Central. Only after I asked 3x that I have the ticket she unkindly pointed out the platform no. And last the train are dirty inside with plenty of litters, hairs and dust..

As with many people, I was burned by their cancelled travel a few weeks ago. I've been unable to contact them (the international number they provide - which is the only contact they even *claim* to accept, just puts you on hold forever.) So I won't be able to get a refund or exchange - I ended up just disputing the charge. Don't do business with this company, unless you have a philosophical attitude about them just taking your money for nothing.

Very poor experience today 14Aug22. AMS-PAR...no coffee!!! The bar is closed due to no staff!! Sorry 3.2 hours without any drinks or food! This is non acceptabele.

It would probably be a nice trip, but train 9412 on 9 August 2022 did not pass through Cologne. I had to take a local train to Aachen, where by a miracle I managed to catch the train that brought me to Brussels. Frustrating experience. Unfortunately, not only Thalys but also Deutsche Bahn are far below the level they once had. In addition to punctuality, the cleanliness of the toilets is far below a satisfactory level.

Train cancelled and no refunds

On the 29th of July I took the Thalys from Amsterdam to Paris. We got stuck in Brussels for more than 5 hours without information until our train was stated as cancelled. This time I was alone, two months ago I had the same story with my baby in the middle of the day.
I had to find a hotel where to stay for the night and the next day when I tried to board to Paris it was such a chaos that I decided to cancel everything and go back home, nearby Amsterdam.
Now I have not been able to obtain any refunds for my stays (1 night in Brussels, 2 nights lost in Paris) as well as the money I had to spend to go back home. Moreover, when I reached out to Thalys's team no apologies were provided and I'm kept in the dark regarding my money I lost because of them (594E).

Edit: I managed to reach one of your team member who told me to wait till EOW ; however last week that was the very same request given to me and I received no updates.
Edit 2: Today I have to pay 180€ mobile phone credit because of calls made to their services. Could I also count on you Thalys to absorb it?

Thalys could you please ensure you DO take care of your customers.

Many thanks to the staff !
The team of the THALY.9459 is great.
It was great service and everyone was really nice.
They were all doing their job with great energy.
But I have to thank the staff manager Youssef especially.
He helped me without hesitation!
THANK YOU

4 weeks ago I tried 4 times to book a Thalys ticket online on the official website, using iPad and Smartphone. Though I had confirmation and signed payment, no result, no e-mail, no tickets, no execution of payment. On the webform I asked to check if my bookings are still pending, but after 4 weeks no reaction at all 😤 ! So as I had already my hotels and needed to arrive on time, I booked through a third party including 9 EUR administration costs and got this ticket immediately after payment. They were only not able to choose my seat. As my first class tickets mention you can change at any time without any fee to pay, I contacted Thalys on the phone number mentioned in the change procedure of their website, but the agent told me I can not change my ticket, because it was bought by a third party 😛. I asked him why they did not reply my webform issue and he confirmed he received my request, but did not see any booking… 🥱

The train did not reach it's final destination (Brussels Midi).
He left us a few stops earlier with an hour's delay.

The company did not give any compensation.

Train is late because they didn’t put the catering on time… at the moment I’m writings this, we needed already 20 mins for it. Is it a catering for Michelin star or something? I think a better organization would be worth it :)
+ they let us know afterwards for the delay
+ this trains are always late
+ At least offer something to compensate?

it is crazy. we have departed at 16:00 from Paris Nord and then stood for 7 hours in the field, there was no air in the couch where I was. When we finally came to Brussels it appeared that Thalys does not have another driver for the train. So people had to sleep in the train till 9 am next morning.

The next day , when trying to leave earlier than 9 am with a different train they said Thalys passengers should leave the train halfway as the whole train is booked.

Moreover, the system does not allow to submit a complaint and request for reimbursement at Thalys page as the train number is not being recognised by it. Tried with different browsers etc.

Honestly, it‘s my first time of such a horrible customer treatment.

Terrible service. They were supposed to bring us to Brussels South Station, however a couple stops before the final destination they couldn’t continue which almost made us miss our flight. They didn’t provide any alternatives either. Joke of a company

Been stuck on gare du nord for over 4 hours and still no sign of getting home

Worst company ever.
They cancel your train and the only option to rebook for free is the hotline.
Spent hours there with no success.

Worst service ever train cancelled no one to reach via mail, phone nothing. Payed first class never got any money back!!!!

Cancelled both my original bookings for fashion week in June, spent hours on hold to exchange by which time all trains were sold out. ONE MONTH later, i get a fb message from customer service about my exchange in July, which I had to do online with extra fees due to no-one being available to talk to. They refuse to refund the fee, as "I chose to re-book online". Now they have cancelled one of my re-booked trains - spent more hours on hold only to be cut off as they have closed the phone lines. It is absolutely unacceptable to state people must buy a whole new ticket at their expense, then wait months for customer service to maybe reimburse them when they can be bothered.

Any option other than the thalys to travel from Belguim/Netherlands to Paris is a better option. The train is supposed to leave at 7:34. First a delay of 10min was announced an hour before department. On arrived at the platform and waiting for 20min the train got cancelled for the day. “R.I.P. my 3-day trip to paris” I thought. Suddenly a man from NMBS tells us the train departs the next station Berchem. Finally, after 45min full of stress and uncertainty, the train departs. In brussel-midi the delay increased up untill 1,13 hours.

To have a nice journey travelling to paris avoid the thalys for your own health!!

Sebastien van den abeele

TERRIBLE service and not respect customers experience at all.

They cancelled previous train and combined all the passengers with the train 1 hour after without clear announcement. We were on the second train with valid tickets but had to stood in the train for almost 1 hour without any assistance from Thaly staff because the total number of passsengers of 2 trips were doubled the number of seats provided. At the end we had to share seats with each other and a lot of people had to stand for ~ amost 4 hour. Not to mention we arrived to Amsterdam in midnight (2.5 hours later than expected).

TERRIBLE! They know it and choose to ignore your feeling and experience!

Don't travel with this company! Their staff on the train is extremely rude and unhelpful. Me and my partner missed our train that we had paid 120 euros each for because our connecting train was late. They did not have sympathy for that and made us pay 120 euros each again. When we tried to explain our situation or at least get an explanation to all of it and a place to turn to where we could get a refund, the train manager would ignore us and threaten to confiscate our passport if we didn't pay immediately. Travelling with this company was by far the worst experience I've ever had. No service at all!