FAQ

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Thalys TheCard

FAQ

1.    The Thalys TheCard Programme

1.1.    What is the Thalys TheCard Programme?
The Thalys TheCard loyalty programme allows you to earn Miles every time you purchase a ticket and travel with Thalys. These Miles can be redeemed for gifts or Reward Tickets for free train travel to a number of destinations in Europe on Thalys, Eurostar or TGV. The Programme also offers members a number of benefits (advantages table), such as a taxi booking service, access to Lounges, etc.
There are four member status levels, which entitle members to different benefits: Silver, Gold, Platinium and Platinium+. Your member status depends on how frequently you travel: the more you travel, the higher your Programme member status, which entitles you to more benefits.

1.2.    What are the benefits of the Thalys TheCard Programme?
In addition to gifts and Reward Tickets, the Thalys TheCard loyalty Programme offers several benefits to make life easier for Thalys travellers:
•    Ticketless allows passengers to travel without a printed ticket
•    Information in the event of a disruption
•    Ticket exchange by telephone
•    Flexible train access
•    Taxi and motorcycle taxi booking service
•    Hire car booking service
•    Parking space reservations at Paris-Nord station
•    Hotel reservations
•    Access to Thalys, Grand Voyageur, Railteam and Regus lounges
•    Concierge service
•    Discounts at Relay shops
•    Rent a Regus office or meeting room
•    Réductions Chic Outlet Shopping
•    Skiset discounts
•    Reserve your onboard meal and newspaper/magazine
•    Access to the e-Press&More app

These services are available to Thalys TheCard Silver members, Gold, Platinium, Platinium+

1.3.     What are the eligibility criteria for the Thalys TheCard Programme?
The Thalys TheCard Programme is open to anyone 4 years of age and above travelling on Thalys. In order to join the programme, applicants are asked to fill in all of the required fields on the registration form.

1.4     Is there a membership fee for the Thalys TheCard Programme?
Thalys TheCard membership is free. For more information, please see Article 4 of the Programme's General Terms and Conditions.

1.5     How do I join the Thalys TheCard Programme?
To join the Programme, simply fill out the online registration form, available on the "Become a Member" page of the website. Your card will be issued and sent to you once you make your first booking using your Thalys TheCard number.

2.    My Thalys TheCard Card

2.1.    How can I register my journeys if I haven't yet received my Thalys TheCard Card?
Your Thalys TheCard Card will be sent to you as soon as you make your first booking using your Thalys Number. Until you receive your card, you will be able to make reservations and enjoy Programme benefits by providing your Thalys Number (the number that starts with 308406), which is indicated in your registration confirmation e-mail. In order to be identified onboard, just print your Ticketless booking confirmation or show your MobileTicket.

2.2.    How long does it take to receive my Thalys TheCard Card?
You will receive your card 2 to 3 weeks from your first journey using your Thalys Number.

2.3.    I have just received my new Thalys TheCard Card, and my name is misspelt. What should I do?
You can fix this problem by contacting the Thalys TheCard Call Center, 7 days a week, from 7.30 a.m. to 8.30 p.m:
From France: 08 92 23 50 50 (€0.34/min)
From Belgium: 070 35 50 50 (€0.17/min)
From the Netherlands: 0900 100 50 50 (€0.50/min)
From Germany: 018 07 77 07 57 (first 30 seconds free then €0.14/min)
If you are a Platinium + Member, please use the number indicated on the back of your card.
We will send you a new Card as soon as possible.

2.4.    How long is my Thalys TheCard Card valid?
The validity of your Thalys TheCard Card depends on your member status: the Silver Card has unlimited validity, whereas other cards are valid for two years.

2.5.    My Thalys TheCard Card (Gold, Platinium or Platinium+) will soon expire, how can I renew it?
Your card is automatically renewed when it expires. When it expires, you will be sent a new membership status Card, corresponding to the number of journeys you have completed over the past 12 months. In order to renew your Gold Card, you must complete 10 to 27 journeys a year; to renew your Platinium Card, you must complete 28 to 99 journeys a year, and to renew your Platinium+ Card, you must complete at least 100 journeys a year.

2.6.     How do I use my Thalys TheCard Card?
Each time you book a journey, indicate the Thalys Number on your Thalys TheCard Card (the number that starts with 308406). This way you will earn Miles which entitle you gifts and Reward Tickets .
To book services, simply provide the Thalys Number on your Card, or present your card to the service provider.

2.7.    Can I pay for journeys using my Thalys TheCard Card?
Your Thalys TheCard Card is not a payment card and therefore cannot be used to pay for your journeys.

2.8.    Can I lend my Thalys TheCard Card to someone else?
The Thalys TheCard Card is issued in your name and is strictly for personal use. It therefore cannot be lent to another person. Its services are exclusively reserved for the cardholder.

2.9.    Why are there different Thalys TheCard Cards (Silver, Gold, Platinium and Platinium+)?
The allocation of a Silver, Gold, Platinium or Platinium+ card depends on how often you travel. People who travel often on Thalys are awarded higher status cards, offering additional benefits. If you make fewer than 10 journeys a year, you will keep your Silver Card. If you make 10 to 27 journeys over a 12 month period, you will be awarded a Gold Card. If you make 28 to 99 journeys over a 12 month period, you will be awarded a Platinium Card. If you make 100 journeys or more over a 12 month period, you will be awarded a Platinium+ Card, which gives you access to all the Thalys TheCard Programme benefits.

2.10.    Can the Thalys TheCard Card be combined with another rail company loyalty card?
When you book your Thalys ticket, you can only enter one Card number. You can therefore choose your preferred loyalty Programme, but you cannot combine their benefits.

2.11.    What use is my Thalys TheCard Card if I already have the B2B offer?
Depending on your company's turnover, the B2B offer provides you with reduced ticket prices. You can combine these reductions with the benefits offered by ThalysTheCard.

2.12.    What use is my Thalys TheCard Card if I already have a ThePass membership?
Thanks to your ThePass membership, you already benefit from reduced ticket prices. The Thalys TheCard enables you to prove your ThePass membership during onboard ticket inspections. You can also enjoy Programme services and benefits, and above all, it enables you to earn Miles on each of your journeys.

2.13.    What are the conditions for flexible train access with my Thalys TheCard Card?
The Thalys TheCard Programme offers flexible train access immediately before or after your scheduled departure, for an identical journey, if you have a Semi-Flex booking. It also offers flexible access to all trains on your day of departure if you have a Flex booking.
For Platinium+ members, flexible access is extended to all trains on your day of departure for an identical journey, regardless of the type of booking (except for No-Flex and special offer bookings).
SWe are unable to guarantee you a seat or meal tray in Comfort 1 if you decide to use flexible access.
In order to use flexible access, it is essential to have made your booking as a Thalys TheCard member, indicating your Thalys Number. You must also speak with the Train Manager before boarding the train.

3.    Manage your Thalys TheCard account

3.1.    How do I terminate my Thalys TheCard account?
In order to terminate your Thalys TheCard account, you must submit a request in writing to Thalys International, Programme TheCard, BP14, B-1050 Brussels, or via the online form.

3.2.    Can I access a record of my journeys?
You can check your reservations under "My Profile" under your account. You can also download a proof of journey, reserve a related service or consult your Miles balance (Miles earned and exchanged) for each of your journeys.

3.3.    How can I unsubscribe from the newsletter?
If you no longer wish to receive Thalys TheCard special offers and updates, you can edit your settings under "My Profile".

3.4.    How can I unsubscribe from the Thalys text message service?
If you no longer wish to receive text message alerts with details for your Ticketless journeys, as well as text messages in the event of service disruptions on Thalys trains, you can edit your settings under "My Profile".

3.5.    How can I unsubscribe from Mobile Ticketing travel confirmations?
If you no longer wish to receive Mobile Ticketing text message confirmations, you can edit your settings under "My Profile". Simply untick the Mobile Ticketing text message confirmation box.

4.    Managing my Thalys TheCard personal details

4.1.    How can I change my password?
You can change your password through your account on thalysthecard.com, under "My Profile".

4.2.    How can I modify my contact details or my name?
You can update your contact details at any time through your account on thalysthecard.com, under "My Profile". You can also contact the Thalys TheCard Call Center, 7 days a week, from 7.30 a.m. to 8.30 p.m.:
From France: 08 92 23 50 50 (0.34&euro/min)
From Belgium: 070 35 50 50 (0,17€/min)
From the Netherlands: 0900 100 50 50 (0,50€/min)
From Germany: 018 07 77 07 57 (first 30 seconds free then 0,14€/min)
If you are a Platinium+ Member, please use the number indicated on the back of your card.

4.3.    What do I do if I forget my password?
To retrieve your password, simply visit thalysthecard.com, and click "forgot password" . Then answer the security question that you selected when you registered.

4.4.    What do I do if I forget my Thalys Number?
If you have forgotten your Thalys Number, simply call the Thalys TheCard Call Center, 7 days a week, from 7.30 a.m. to 8.30 p.m.:
From France: 0892 23 50 50 (0,34€/min)
From Belgium: 070 35 50 50 (0,17€/min)
From the Netherlands: 0900 100 50 50 (0,50€/min)
From Germany: 018 07 77 07 57 (first 30 seconds free then 0,14€/min)
If you are a Platinium+ Member, please use the number indicated on the back of your Card.

4.5.    Is my personal data protected?
Only Thalys International has access to our website users' personal data. Thalys International has also implemented security measures aimed at avoiding any loss, abuse or alteration of users' personal data.

4.6.    What is my personal data used for?
As indicated in the General Terms and Conditions of the Thalys TheCard Programme, Thalys International processes all personal data provided when registering with the Programme by computer (as specified in the 8th December 1992 law). Unless you object, Thalys International may use this data for direct marketing purposes, and may also communicate this data to corporate partners (with the exception of the password). You have the right to directly access, modify and remove your personal data simply by writing to Thalys International, Programme Thalys TheCard, BP 14, B-1050 Brussels. You may also write to the same address in order to obtain a right to object to their transmission to third parties. You may also at any time update your personal data through your profile on thalysthecard.com.

5.    Thalys TheCard Programme Benefits

5.1.    What are the Silver Card benefits?
With your Silver Card, you earn 1 Mile per Euro spent. You also have access to all Silver member benefits, such as taxi bookings and reductions with certain Thalys partners, etc.
Discover all of these benefits by clicking here.

5.2.    What are the Gold Card benefits?
With your Gold Card, you earn 2 Miles per Euro spent. That's twice as many as with the Silver Card, and you have access to all Gold member benefits, such as the Concierge service, Lounge access, and reductions with certain Thalys partners, etc.
Discover all of these benefits by clicking here.

5.3.    What are the Platinium Card benefits?
With your Platinium Card, you earn 2 Miles per Euro spent, and have access to all Platinium member benefits, such as the Concierge service, parking space reservations, and reductions with certain Thalys partners, etc.
Discover all of these benefits by clicking here.

5.4.    What are the Platinium+ Card benefits
With the Platinium+ Card, you enjoy the highest status available with the Thalys TheCard Programme. You earn 2 Miles per Euro spent, and have access to all Platinium+ member benefits, such as unlimited validity for your Miles as long as you remain a Platinium+ member, complete flexibility when booking your Reward Tickets, a dedicated Call Center (free of charge), reductions with certain Thalys partners, exclusive gifts, etc.
Discover all of these benefits by clicking here.

5.5.    What services are offered by the Thalys TheCard concierge service?
Available to Gold, Platinium and Platinium+ members, the Concierge service helps members with their requests in order to assist them with their everyday needs and travel requirements.

5.6.    How can I exchange my reservations as a Thalys TheCard member?
As a Thalys TheCard member, you have access to a dedicated reservations service:
From France, Direct Line: 0892 35 35 30 (€0.34/min), 7 days a week from 7 a.m. to 10 p.m.
From Belgium, International Call Center (€0.30/min): 070 79 79 80, 7 days a week from 7 a.m. to 10 p.m.
From the Netherlands, NS International: 030 2300023, 24 hours, 7 days a week
From Germany, Thalys Call Center: 018 07 07 07 07 (first 30 seconds free, then €0.14/min), 7 days a week from 7 am to 10 pm.

5.7.    How can I register for service disruption text message alerts?
To sign up for this service and receive service disruption text message alerts, simply enter your mobile number in your profile (when registering on thalysthecard.com, under "My Profile") and enter your Thalys Number when booking with Thalys. Also don't forget to tick the box "I agree to receive service disruption text message alerts" under "My Profile".

5.8.    What train station services are available to Thalys TheCard members?
Depending on the station, you have access to various waiting areas: the Thalys Lounge in Brussels-Midi, the Thalys Store&More in Cologne and Aachen, the Salon Grand Voyageur in Paris-Nord, and the Railteam lounges.

5.9.    What is Railteam?
Railteam is an alliance of seven rail companies aimed at facilitating high speed train journeys in Europe. Current members are DB (Germany), SNCF (France), Eurostar (United Kingdom, France and Belgium), NS Hispeed (the Netherlands), ÖBB (Austria), SBB (Switzerland) and SNCB (Belgium), as well as their joint subsidiaries Thalys, Lyria and the DB/SNCF partnership. A list of the countries covered by Railteam services is available online (See Network Map: http://www.railteam.eu/en/for-your-journey/network-map/).
A Railteam journey is any high-speed train journey on the Railteam network that crosses one national border. This journey may be direct or may include one or more connections. In order to benefit from Railteam services when changing train, the connection must be made at the same station.

6.    Thalys Miles

6.1.    How do I earn Miles?
To earn Miles, you simply need to provide your Thalys Number (the number beginning with 308406) every time you book a Thalys ticket. When you book through your account on thalysthecard.com, your Number is entered automatically. These Miles will entitle you to gifts and Reward Tickets.

6.2.    How many Miles can I earn per journey?
You can earn Miles with all types of ticket fares, even special offers. The number of Miles earned depends on your Thalys TheCard status (see all advantages). Bonus Miles are occasionally added to these Miles.

6.3.    How long does it take for my Miles to be credited?
If you are travelling Ticketless or have a non-exchangeable, non-refundable ticket, your Miles will be credited on the day of your journey. If you are travelling with a paper or Homeprint ticket, or if your Ticketless trip was not validated onboard, your Miles will be credited to your account 60 days after the date of your journey.

6.4.    How long are my Miles valid for?
Your Miles are valid for a period of two years once credited. The first Miles earned will be the first to be debited when you exchange Miles for a Reward Ticket. After this two year period, any unused Miles will be lost.
If you are a Platinium+ Member, your Miles remain valid for as long as you retain your Platinium+ status.

6.5.    I do not have enough Miles for a Reward Ticket or gift, can I purchase Miles?
No, it is not possible to purchase Miles in order to top-up your Miles balance.

6.6.    What is meant by Miles pending approval?
Miles pending approval correspond to Miles that have not been credited at the end of your journey, and which will be credited 60 days later. This is the case for exchangeable/refundable paper or Homeprint tickets, as well as Ticketless tickets that were not validated onboard during your journey.

6.7.    What are Bonus Miles? 
Bonus Miles are additional Miles granted on certain occasions.

6.8.    When and how can I spend my Miles?
As soon as you have earned enough Miles on your account for a Reward Ticket or gift, you can order your selection on thalysthecard.com, under "Spend your Miles".

7.    Manage your Miles

7.1.     How can I check my Miles balance?
The Programme is managed online. Your account statement is updated daily under your profile on thalysthecard.com. You can check your Miles balance online through your account, under "Your Record". In order to enable you to keep track of your account, an overview of Miles earned, their expiration dates, Miles exchanged and Miles pending approval is also displayed.

7.2.     How can I verify that the Miles for my journey have been credited?
Simply check your Miles balance under your profile. Miles are credited within 60 days at the latest from the date of your journey for exchangeable/refundable tickets (excluding special offers), and on the day of the reservation for non-exchangeable, non-refundable tickets.

7.3.    How can I earn Miles if someone else manages ticket reservations for me?
Simply give the person responsible for your ticket reservations your Thalys TheCard Number: every time a ticket is purchased, you automatically earn Miles on your account. If you use Ticketless tickets, Miles will be automatically credited to your account.

7.4.    Can I give Miles by transferring them to another Thalys TheCard account?
No, the Thalys TheCard Programme operates on a strictly individual basis, and therefore it is impossible to earn Miles on several accounts or to transfer Miles to another account.

7.5.    Can I earn Miles for a journey I made before I joined the Thalys TheCard Programme?
No. You can only earn Miles once you have registered with the Programme. Reservations prior to your registration are not included.

7.6.    I did not indicate my Thalys Number when I made my reservation. Can I add this journey to my Thalys TheCard account?
No, the Thalys Number must be entered when making your reservation. It is not possible to enter the number retroactively.

8.    Exchange Miles for Gifts

8.1.     How can I exchange my Miles for gifts?
To order a gift, simply log in online using your Thalys details, click on "Exchange my Miles" then click on "Order a gift". Once you have opened the gift catalogue, simply add the gift of your choice to your basket, then place your order. Your corresponding Miles will be automatically debited from your account. After placing your order, you will receive an e-mail confirmation. The order confirmation is a confirmation that your order has been received, and does not mean that your order has been processed (at this point you can no longer modify your order).

8.2.     What happens if my gift is no longer available?
If your gift is no longer available, or if it is out of stock, you will be offered an equivalent replacement gift with similar characteristics. If this gift does not meet your expectations, your order will be cancelled and your Miles will be re-credited to your account.

8.3.     Who can I contact for additional information on exchanging Miles for gifts?
The Boutique Helpdesk is available Monday to Friday, from 9 a.m. to 5 p.m. at +32 (0)2 678 28 92. You can also contact them by writing to the following e-mail address: miles@thalysthecard.com.

8.4.    What are the delivery times?
Your gift will be delivered during working days. If the product is a ground delivery, you will receive your order 1 to 4 weeks after the order is processed. You will receive an e-mail with tracking information once your gift is shipped from the supplier.

8.5.    Where will I receive my gift?
Your gift will be sent to the delivery address indicated when you placed your order.

8.6.    I placed my order more than 4 weeks ago and still have not received my gift. What should I do? 
You will receive an e-mail with tracking information once your gift is shipped from the supplier. You will then be able to track your order. If it still has not been delivered after 4 weeks, please contact the Boutique Helpdesk.

8.7.    How can I contact the Boutique Helpdesk?
The Boutique Helpdesk is available Monday to Friday, from 9 a.m. to 5 p.m. at +32 (0)2 678 28 92. You can also contact them by writing to the following e-mail address: miles@thalysthecard.com.

8.8.    Can I change or cancel my gift order?
Gift orders cannot be changed or returned, unless the gift is damaged or defective when received. In this case, you must notify the Boutique Helpdesk of the defect within 5 working days after receiving your gift. After 5 days, complaints will no longer be considered. In the event of a latent defect, you can use the warranty provided by the manufacturer. You must keep the proof of delivery or the manufacturer's warranty in order to be able to claim this warranty.

9.    Exchange Miles for Reward Tickets

9.1.    How can I book a Reward Ticket?
You can book a Reward Ticket on thalysthecard.com by clicking on "Exchange your Miles", then "Reserve a Reward Ticket".
It is not possible to reserve a Reward Ticket by telephone, at the station or at a ticket office.

9.2.    How long before my planned journey do I need to book a Reward Ticket?
Reward Tickets are available from 3 months up to 7 days prior to the day of departure. Platinium+ Members may reserve their Reward Ticket up to the day before departure.
Please book early: Reward Tickets are limited; the later you book, the fewer the available tickets.

9.3.     What type of Reward Ticket am I entitled to in exchange for Miles?
You can exchange Miles for train tickets on the Thalys, Eurostar and TGV networks. A summary table of available routes is available under "Exchange your Miles".

9.4.     What types of Reward Ticket fares are available?
Reward Tickets are available as Eco-Miles and Hi-Miles tickets.

9.5.     Can I exchange or cancel a Reward Ticket?
Eco-Miles tickets are non-exchangeable and non-refundable.
Hi-Miles tickets may be exchanged once, subject to availability, up to one hour prior to departure for a same departure and destination, and for all passengers travelling on the same reservation. The exchange must comply with the 7 days between the reservation and the departure of the train requirement. They are non-refundable.
For Platinium+ members, Hi-Miles tickets may be exchanged at will, subject to availability, up to one hour prior to departure for a same departure and destination, and for all passengers travelling on the same reservation. They may also be cancelled up to the departure time.

9.6.    Can I reserve a Reward Ticket for a person of my choice?
Yes, you can reserve a Reward Ticket for another person.

9.7.    Can I earn Miles on several accounts in order to exchange Miles for a Reward Ticket?
The Thalys TheCard Programme operates on a strictly individual basis, and it is therefore impossible to earn Miles on several different accounts.

9.8.    Can I earn Miles on a Reward Ticket?
No, you can only earn Miles on purchased tickets.

10.    Thalys TheCard telephone customer service

10.1.    What is the purpose of the Thalys TheCard Call Center?
Open 7 days a week, from 7.30 a.m. to 8.30 p.m., the Thalys TheCard Call Center provides service updates, information on Programme services and benefits and direct help in reserving some of these services and benefits.

10.2.    What phone number should I call for help with my travel arrangements?
Several numbers are available to help you with your travel arrangements.
To reserve certain services or obtain information on the Thalys TheCard Programme, please contact: the Thalys TheCard Call Center, 7 days a week, from 7.30 a.m. to 8.30 p.m.:
From France: 0892 23 50 50 (€0.34/min)
From Belgium: 070 35 50 50 (€0.17/min)
From the Netherlands: 0900 100 50 50 (€0.20/min)
From Germany: 018 07 77 07 57 (first 30 seconds free, then €0.14/min)

For Thalys bookings and changes to bookings, please call:
From France, Direct Line: 0892 35 35 30 (€0.34/min), 7 days a week from 7 a.m. to 10 p.m.
From Belgium, International Call Center (€0.30/min) : 070 79 79 80, 7 days a week from 7 a.m. to 10 p.m.
From the Netherlands, NS International Service Center: 030 2300023, 7 days a week, 24 hours a day
From Germany, Thalys Call Center: 018 07 07 07 07 (first 30 seconds free, then €0.14/min), 7 days a week from 7 am to 10 pm.

If you are a Platinium+ Member, please use the numbers indicated on the back of your Card.

11.    What should I do if my Card is lost or stolen?

11.1.    How to notify Thalys that your Thalys TheCard Card has been lost or stolen?
If your Thalys TheCard Card is lost or stolen, please notify the Thalys TheCard Call Center as soon as possible, available 7 days a week, from 7.30 a.m. to 8.30 p.m.:
From France: 08 92 23 50 50 (€0.34/min)
From Belgium: 070 35 50 50 (€0.17/min)
From the Netherlands: 0900 100 50 50 (€0.20/min)
From Germany: 018 07 77 07 57 (first 30 seconds free, then €0.14/min)
We will send you your new Thalys TheCard Card in under fifteen days.

11.2.    How can I register my journeys if I have lost my Card?
Simply enter your Thalys Number when making your reservation. If you have forgotten your Thalys Number, please call the Thalys TheCard Call Center, 7 days a week, from 7.30 a.m. to 8.30 p.m.:
From France: 08 92 23 50 50 (€0.34/min)
From Belgium: 070 35 50 50 (€0.17/min)
From the Netherlands: 0900 100 50 50 (€ 0.20/min)
From Germany: 01807 77 07 57 (first 30 seconds free, then €0.14/min).

Current offers and promotions

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