Thalys Reviews 677

I am actually in the Thalys ( coach 7, Rotterdam/Paris) and I observe many inconvinients things which surprise me according to their standing. With the actual corona crisis the cleaning is not good. There are some hair on chairs left and dust, the soap is missing in the WC and it could be more clean. What a pity to see their quality service decreasing. Unfortunatly their price is too expensive. As we have to travel more sustainable, the train should consider to low down their prices. Anyway....let's enjoy this trip and see the positif in all things!

Despite the long waiting time due to the complicated covid situation ( I recommend not calling during peak hours) I called Thalys 3 times and always managed to get through to the customer service. The advisors on the other line were always very helpful, nice and effective. Thank you very much !!

I tried to call you per Telefon but it is impossible.,
After 2 hours waiting Time, I was hanged up (It happened 2 times). then I wrote your Service center via Facebook chat. You Colleague wrote me an Email and asked me about my bank account information. I send her my information immediately but I did not receive any confirmation. I wrote you a Request via your contact form ... no Reply . I wrote you again via Facebook chat.... no reply.
Can someone please inform me about my cancellation status!!!!!!!!
I haven't hear from you since 15.03.2020
I don't not call this behavior customer service or support or anything else !!!!!!!

My fiance and I arrived in Paris on March 11th with 2 Thalys tickets to Brussels for 12:25pm. Our plane arrived early so we went to the train station to see if we could get on an earlier  train. There was a lady with a Thalys jacket on that said we could  ask if we could board the earlier  train with our 12:25 tickets, she said if the train isn't full we could  get on with our later  tickets and to ask them. We went through security and asked the first  Thalys person standing outside of the train. I showed her my ticket was for 12:25 but asked if it was okay for us to get on this train  instead. She said there was space in coach  5. We went to coach  5 where the man outside the train  was looking at tickets, I explained the situation and he said it was  okay to board this train and once we entered coach 5 take a left. During the train ride Train Manager Tom Agent: 520 came to us and asked for our tickets. I explained to him the situation. He told another train manager agent 246. On multiple occasions they mentioned us being Americans in another language and then decided we have to pay for brand new tickets that would cost  us $100s each. I told  her we already purchased tickets and were told  it was okay to get on the earlier train. They said  that we didn't get  permission from them  and they are the train managers. I told them we would have never gotten on an earlier train if we had known they would want us to buy new tickets and that we spoke to 3 people in which none of whom told us that when I showed them our original tickets and showed them they were for 12:25. At this point I called the customer service number on my ticket for Omio. While I was on the phone Tom asked us for our passports. They wrote  us up tickets right there for $164 euro each.  We know we purchased cheap tickets but explained this to everyone that said it was fine. When we asked to speak to their manager to see if there was anything we could do they refused and demanded we give them our passports and threatened to have us arrested at the next stop if we did not comply with them immediately and gave us no opportunity to call the customer service or further understand our options.

My fiance and I arrived in Paris on March 11th with 2 Thalys tickets to Brussels for 12:25pm. Our plane arrived early so we went to the train station to see if we could get on an earlier train. There was a lady with a Thalys jacket on that said we could ask if we could board the earlier train with our 12:25 tickets, she said if the train isn't full we could get on with our later tickets and to ask them. We went through security and asked the first Thalys person standing outside of the train. I showed her my ticket was for 12:25 but asked if it was ok for us to get on this train instead. She said there was space in coach 5. We went to coach 5 where the man outside the train was looking at tickets, I explained the situation and he said it was ok to board this train and once we entered coach 5 take a left. During the train ride Train Manager Tom Agent: 520 came to us and asked for our tickets. I explained to him the situation. He told another train manager agent 246. She spoke to Tom in French using and spoke about how we were Americans and then she said we have to pay for brand new tickets that would cost us $100s each. I told her we already purchased tickets and were told it was ok to get on the earlier train. They said that we didn't get permission from them and they are the train managers. I told them we would have never gotten on an earlier train if we had known they would want us to buy new tickets and that we spoke to 3 people in which none of whom told us that when I showed them our original tickets and showed them they were for 12:25. At this point I called the customer service number on my ticket for Omio. While I was on the phone Tom asked us for our passports. They wrote us up tickets right there for $164 euro each. These tickets say if we don't pay them within 15 days we owe another $150 each. I have emailed Thalys and submitted multiple forms and just got a response yesterday saying that I should have called them when it happened. I have emails with Omio proving I was trying to call the Thalys number however the call never goes through. And I did call the customer service number on my ticket but it was for Omio and the train manager said he wouldn't wait any longer. So I asked a third train manager what to do and if there was a customer service branch at the station we could talk to when we arrive. He said to just submit a form online and he was sure we wouldn't have to pay. However here we coming up on our additional $150 deadline still waiting to hear from Thalys if they can help us with these $164 tickets which are additional to the tickets for the later train we already purchased.

Was able to get a refund for my train tickets due to Coronavirus. They're one of the few companies that are. Good on them!

TERRIBLE!!!!
the worst train company ever. I ordered 5 tickets and was charged the full price, but when I wanted to print it ,there where only 4!!! I had to buy another ticket and there where only first class tickets on the site left, so i had to pay 200 euro for this horrible mistake. I am trying to reach customer service- a night mare! no one is responding, only a chat robot......

Very poor, or rather non existing customer service, though the price of the trip is 99 euros

Thalys doesn't meet even the lowest customer expectations.
I often travel from Brussels to Paris. Several times my trip was cancelled and I wasn't informed by email... I had to travel many times standing up despite the high price of the trip... I had to wait many times to take the next train as mine was cancelled

5 hours delay. Got €14,50 back after a lot of effort. Our whole vacation was a disaster because of this.

Racist female train conductor (December 26th 2019, around 17:15, Rotterdam Central). As soon as she saw me she asked me to leave the train. Dropping me at a random train station somewhere in Europe. She did not care to inform me about what to do or where to go, yelled at me and said that I could not travel with Thalys, ignored my proof of ticket/travel and walked away.

In times of strikes Thalys has not met even the lowest customer expectations.
Our trip was cancelled, we were informed by SMS and since 10 days I have spent hours and hours listening to horrible flute music and yet not managed to speak to anyone. Impossible to exchange tickets on the web where we bought them.
And today I received a survey asking how my trip went. This was too much and triggered this poor review.

Also try to get a refund for my cancelled trip. Impossible!!! Tried to call already 3 times. Over 30 minutes per attempt. At the cost of €0,30 per minute. But cannot get through. No options to cancel online or otherwise. Step up your game Thalys! Both for your customers and your staff this would really help. Next time I book my trip via Ns international. Getting a refund from them for one of the other legs of my trip was so easy.

Train cancelled because of strikes. Trying to get a refund: their phone line cost 1e every 3 mn and won't answer your call, their online contact form does not work (tried with 2 different browsers), their chatbot is useless. What a mess !

I made a TrustPilot account just so I could review Thalys and describe my horrible experience and how it was not rectified by customer service.

I took a train from Paris to Amsterdam. While we were on the way, the train broke down and was stopped. The train was then restarted and drove very slowly to the next stop. When we arrived, some passengers were advised to get off the train, but customers who had a destination of Amsterdam were advised to stay.

While the train crept along, they ran completely out of wine and most of the food. We finally got to the next stop and were told to get off the train and wait for the next one, which would come in about 30 minutes. It was roughly 35 degrees F (~1 C) outside while we waited. We all received very minimal updates throughout the course of the delay and updates that were provided seemed purposefully vague.

A new train arrived, which we boarded. Upon getting on the train, it was apparent that the train was full and was now taking on additional passengers that they did not have seats available for. My boyfriend and I sat on the floor near the cafe area for the majority of our trip to Amsterdam. My original 4 hour trip turned into about 8 hours.

We were told to email customer support in regards to a refund. After speaking to customer support, I was notified that their refund policy only accounts for delays. So, the refund amount offered to me only took into consideration the time delay, but not the fact that I had no seat for over 2 hours of my trip.

I understand that issues happen, but was disappointed in how it was handled during and after the entire experience. I will never be using Thalys for transportation as they seem unreliable and not focused on the customer experience at all.

My train from Antwerp to Amsterdam got canceled. I arranged at the desk to take a later one with the same ticket, but when I got at the platform I found this absolutely awful train staff member who yelled at me that I couldn't use that ticket, he didn't even let me speak and was just unbelievably rude and arrogant, long story short he didn't let me on the train. Which makes for two trains I couldn't use. I then went back to the desk, pretty shocked, and the lady working there escorted me to the next train (which was also late) to make sure this wouldn't happen again. This is absolutely unacceptable, besides the treatment I received, I got to Amsterdam hours later than I was supposed to.

Promo website of Thalys was not working. Customiser service made me an offer to help me by paying the difference back, and they fullfilled their promise. Maybe a bit slow, but great communication through facebook!

I travelled several times on this train, always problems and delays, but on 14 October they surpassed themselves with how bad it was. I booked a first class ticket from Antwerp to Schipol to catch a plane. The train was 1 hour 50 minutes delayed, but then they had double booked most of the seats so around 30 of us had to stand in the space between carriages rather than our reserved seat. The train Manager did not care, nor even offer a hit beverage. Contacted customer service on the 14th and filed a complaint to ask for a refund, so far they have emailed me to tell me they have received my complaint but not responded. For sure I will drive myself in the future instead of getting on board Thalys again

In the last 3 years I've traveled with Thalys between Brussels and Schiphol Airport in the Netherlands. If you want to be on time on your final destination, do NOT take this train. Every single time I'm too late at my destination, even if I plan in extra time for possible delays.

The Thalys isn't only delayed: it doesn't take an effort to catch up on its delay. Don't expect any apologies or reimbursements either. Horrible service.

If you want to be on time, you better choose service over comfort and take the NS international train.

Before going to Europe, I had a very high expectation about the trip as it’s the first time I bring my wife for a one-week holidays, but I end up in horrible experience while taking Thalys train from Amsterdam to Brussels.

I do search several options before decided to book & paid a train ticket online, instead of purchase the airline ticket as we wanted to experience the Europe’s countryside scenic view. We purchased the first class wagon seat as we wanted to ensure things are pretty organize & safe. But, but, once the train about to arrive the Brussels Midi-Station, our bag was swiped by a thief and all our passports, money & other important travel documents were gone.

We were very very shocked & asked for help from Wagon manager, but there are nothing they can do except a reply as “ it could happen, sorry!”.

I’ve travelled most of countries around the world and I never had this kind of experience; and I would like to recommend Asian Travellers - DO NOT take train in Europe across the counties as Thief is everywhere & they are targeting Asian Tourists the most. I mean literary everywhere in the train!

Thalysthecard gold member and frequent traveler. After yesterday's unprofessional answers from the customer care and the outdated tickets on thalys.com when changing a ticket according to support advise I don't recommend this company. Also, trips are mostly delayed. Year after year the train becomes much dirtier even in the 1st class. 1st class 50/50 serves me a meal, so half of the times in the past year I get a snack after rushy long day at work. I switched to comfort1 prices are similar somehow and seats are of bad quality. WC is dirty not as before. Not sure what happened to this company over the years. I travel at least 20 times a year with thalys!!