Was there a problem during your Thalys, Eurostar or TGV Lyria journey? Here’s how to submit your complaint to our customer service department.  

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Thalys complaints

To request a refund for a ticket purchased on OUI.sncf, please click on the link below and fill out the form.

Request a refund

To request a refund for a ticket purchased on the official Thalys website, please visit the site by following the link below. 

Submit your complaint

Izy Thalys complaints

Was there a problem during your Izy Thalys journey? Send your comments to our customer service department using this on-line form.

Submit your complaint

Thalys Customer Service
P.O. Box 14
B - 1050 Brussels 5
BELGIUM

Eurostar complaints

Want to make a complaint about your journey? If you bought your tickets on OUI.sncf, fill out the TGV INOUI & INTERCITÉS form.

Fill out the form

Did you purchase your tickets on the Eurostar website? Then contact the Eurostar customer service on line.

Submit your complaint

Eurostar Traveller Care
Kent House, 81 Station Road
Ashford
Kent
TN23 1AP
UNITED KINGDOM

TGV Lyria complaints

To make a complaint about your journey, simply complete the TGV inOUI complaint form below. All on-line requests are handled within five days—including weekends and bank holidays.

Submit your complaint

SNCF Customer Relations
62973 ARRAS Cedex 9
FRANCE

In accordance with European Regulations on the rights and obligations of rail passengers, compensation can take the form of a paper voucher, an e-voucher or, if you request, a bank transfer.

If you request a bank transfer, please note that we will apply the percentages specified under European regulations: 25% of your ticket price for delays of 60 minutes or more, and 50% of your ticket price for delays of 120 minutes or more).