wanderful

Two days ago I booked a one-way May 9 train ticket via Thalys (Amsterdam Central to Paris Nord). The transaction was confirmed, I received a booking code, but I haven't received the promised e-mail confirmation. I e-mailed Thalys customer service about this, but haven't received a response. I'd rather not run up a phone bill pursuing this.

Can I simply pick up my ticket at the Amsterdam Central train station, say, a few days before the trip? I'll be in the station anyway, on my way to a day trip. Any advice on a next step?

Christina

Did you just send a random email to customer service, or did you fill out the form specifically for lost tickets? If you haven't, I would do that latter. https://www.thalys.com/be/en/request-for-information

I don't really know if you can get those printed at the station, but if you really bought a ticket, you should be able to reprint it online by going into your "My Train" account section. I assume you had to set up an account to do that. Just getting a booking code isn't enough, if you didn't get a ticket with a bar code on it. I have bought things online several times that were "confirmed" but it never really went through. YOu should check your credit card within a day or two and see if there really was a purchase, then you can tell.

I'd go into My Train and reprint.

wanderful

Christina:

I didn't send a random e-mail to get my ticket. I used the step-by-step Thalys online process. But I don't recall setting up account.

I already used the request-for-information form that your link refers to in your post, asking about my ticket. I have yet to receive a response.

After I filled out the Thalys online booking form with my credit card info, I received a note from Thalys (NS Hispeed Booking Online) saying my credit card payment was confirmed for the fare (81 euros) and I was given a seven-letter booking code. All the relevant details of my trip from Amsterdam to Paris was on the reply. The reply also said "A confirmation of your booking has been sent to you by e-mail." I never got that e-mail.

If I have a booking code, doesn't that mean I have a ticket? I thought I'd find somewhere on the Thalys website a search facility where I could type in my booking code and get a record of my transaction, or even my ticket. But I can't find that.

Wouldn't I just be able to go up to a window at Amsterdam Central, give them my booking code or any other relevant info needed, and get my ticket?

hetismij2

If you booked through NShispeed I suggest you call them - it will cost you of course to call the Netherlands but it will solve your problem hopefully.

The number you call is +31 302 331 676, where + is your international access number - 00 in the US I believe?

Specialk23

I would be extremely worried. I think their website is having some credit card fraud issues at them oment. I booked a fare 30 Jan 12. I actually did receive my ticket but then received a cancellation email 2 weeks later. When I went to check if the fare was refunded I found about 15 fraudulent transactions for various SNCF SNCF and other european travel providers. My booking code does not exist on the Thalys website. So I need to rebook again. Total fraud amounted to about 3000 Euro.

I would check your c/card account online and see if you can see any fraudulent transactions. If so cancel the card.

Phone support is hopeless if you live outside europe. There is no extension that let's you talk to a real person. I have booked at least 15 times on the Thalys site - but something is very fishy at the moment

111op

Check the spam folder? Perhaps the email is there.

hetismij2

The phone number I gave is for the Dutch international booking office. There you will talk to real people who may be able to help.

If you have experienced credit card fraud you need to report it.

wanderful

hetismij2:

Thanks to you and to others for your advice.

I may have to use the phone number you've provided. I've sent Thalys two messages (which they've acknowledged as having been received by them), but no one has responded to my lack of e-mail confirmation. As I said, I did receive immediately a confirmation that my credit card transaction for the one-way trip to Amsterdam-Paris went through, a notice that also fully indicated the details of my trip and provided my seven-letter booking code. I called my credit card company and, yes, the transaction went through without a hitch.

My hesitation about calling the Netherlands is, obviously, cost-related since I'm concerned about being shuttled from office to office while I'm on the line and running up a substantial phone bill. But I may have to do that.

As I've mentioned, I'm surprised that Thalys doesn't have a search engine on its website that would allow me to simply type in my seven-letter booking code and get a printout of my ticket, or at least a link to that ticket.

If my transaction went through and I received a booking code, I must have a ticket ... somewhere. Right? Can't I just go to an appropriate representative at the Amsterdam Central train station, provide my booking code and proof of payment, and get my ticket? I will be in the station days in advance of my trip to Paris because I will be taking at least one day trip from Amsterdam. Wouldn't that solve the problem if Thalys fails to respond to my information requests in the interim?

hetismij2

Wanderful if you mail me the details @ hetismijnl.gmail.com I will try phoning them for you and see if I can get answers for you.

wanderful

hetismij2;

Is it possible for you to get an e-mail address (or website URL) from the Dutch international booking representatives you mention? I would take it from there and could explain my ticket situation.

In any event, thanks for your concern.

ewcount

Would be grateful to see the outcome of the Thalys issues -- pls advise? I did reach them from the US at the below number, not too much runaround. But the agent seems to have misinformed me, so will have to call again
00 1 33 8 25 84 25 97 (0.15€ /min). They close at 6:30pm or 12:30 EST.
Thanks!

wanderful

ewcount:

The consensus seems to be that if you're having trouble with your train tickets through Thalys, the number to call is +31 302 331 676. I got this information from a Fodorite (see above) and from a poster on Rick Steves Travel Helpline. The latter told me you can save on charges by using Skype, where you pay about .03 cents a minute. He also said: "Thalys doesn't sell tickets. When you purchase tickets at the Thalys site, you get redirected to the train operator where your trip originates." In my case (an Amsterdam Central to Paris Nord train trip) the Dutch high-speed operator NS Highspeed: Thus the phone number cited above.

I haven't called that number yet because I'm mulling over something the Steves poster also said to me: "If I were in your shoes, I would wait to take care of this in Amsterdam. NS Highspeed has a very big service center at Central Station. As long as you have a booking code and the credit card you made the purchase with, I'm sure they can reprint your ticket for you." Since I'm going to be in the Amsterdam Central station days in advance of my Paris trip (for various reasons) and have a booking code and the credit card, I just might wait to attend to matters then and there.

Nevertheless, ewcount, I would be interested to find out how you resolve your particular Thalys ticket problem. Keep us posted.

MmePerdu

Usually the simplest explanation is the correct one and it sounds as if you may have made a mistake entering your email address. That makes it hard sometimes to go back into the system if the email address is the identifier as it so often is. You may have to resolve it when you get there by taking your documentation, including a copy of your statement to show the charge was made as well as that particular credit card.

Man_in_seat_61

This advice may help, received after a correspondent of mine resolved a similar issue:

"The confirmation screen appeared with a booking code, but it did not have a download link to print the tickets and a confirmation email did not arrive (and still has not) even though the confirmation screen said "Delivery: homeprint".

I phoned the English-speaking internet sales helpline (+31 302 331 676). They could find the booking on their system via
the booking code, and sent a replacement email, which arrived immediately.

I think that they said that the ticket was *not* marked as digital on their system, so they changed it to digital. "

wanderful

I finally received an e-mail response from Thalys about my lack of an e-mail confirmation for my Amsterdam Central to Paris Nord train trip — 13 days after I sent the first of three e-mails to Thalys customer service. What I was told jibes with some of the earlier comments of posters who were trying to steer me in the right direction. In any event, I'm including Thalys's response in the hope it may clear up issues for fellow users of Thalys services:

"I hereby acknowledge receipt of your letter and assure you that it was given full consideration.

First of all I apologize, in name of Thalys International, for the delayed treatment of your file.

You asked for an email confirmation for your journey from Amsterdam to Paris Nord.

Allow me to inform you that Thalys International is not the distributor of tickets. While you are making a booking on our website you are transferred to the website of our distributors.

I checked our database and I found your homeprint ticket, which has been sold by NS-Hispeed. So, unfortunately, it is not possible for me to send you a confirmation email. You have to contact NS-Highspeed by phone at 0031/ 30 233 16 76.

I remain at your entire disposal for further information and hope to welcome you on board of Thalys again soon."

Man_in_seat_61

Which is the NSHispeed phone number suggested by that correspondent of mine in the post above!

Tentek

based on this and other threads about thalys, we decided to pick up our tickets at the station. is that the right way to go? thanks!

wanderful

Just got back from Amsterdam and Paris.

NIS-Highspeed handled my online ticket problem easily and quickly once I got to Amsterdam Centraal. Convenient ticket office to the left once you enter the main terminal. No need to call The Netherlands to resolve my earlier inability to print out my Amsterdam-to-Paris train ticket online.