Customer Help Center

How can we help?

Dynamic FAQ

You can change your seat reservation under the ‘Manage my booking’ part of the Eurostar website.

To log in you will need to enter the six-letter PNR on your ticket and the passenger’s last name.

Once you’ve changed your seat reservation, remember to print the new ticket from Eurostar as your Omio ticket will not have been updated.

Eurostar has two ticket types:

Mobile tickets don’t need to be printed and can be downloaded on the Omio app.

Printed tickets will come with instructions in your confirmation from Omio.

If your train was cancelled:

You should receive an email from Eurostar if your train was cancelled. In this case, please contact their customer service team and forward us the email if stated.

If your train was delayed:

You can claim compensation by filling out the form on SNCB’s website.

SNCB will contact you directly when your request has been processed.

You can’t change the name of the passenger after booking.

We’d recommend rebooking your journey with the correct name.

Unfortunately, not all tickets can be changed.

Semi-Flex (Standard and Standard Premier) tickets can be changed before departure for a fee (40€ for Standard and 50€ for Standard Premier).
Full-Flex (Business Premier) tickets can be changed for free.

If your ticket can be changed, give us a call and we’ll update it for you.

If your flight was cancelled or delayed (including due to strikes):

You can claim compensation by contacting the airline directly.

You can’t change the name of the passenger after booking.

However, if the passenger’s name is misspelled, you might be able to change it, just call us to find out.

Unfortunately, not all tickets can be changed.

To find out, give us a call and we will check your ticket’s policy.

If making changes is possible, fees or any price differences may need to be paid. 

Unfortunately not all tickets can be cancelled.

Please contact us to find out more about your ticket.

If your bus was cancelled or delayed (including due to strikes):

Please contact our customer service team and we’ll speak to Eurolines on your behalf and claim your compensation (this could take up to three weeks).

Unfortunately, not all tickets can be changed.

To find out, log in to the airline’s website with your booking details and check your ticket’s policy.

If making changes is possible, fees or price differences may need to be paid.

Unfortunately not all tickets can be cancelled.

To check your options, you will need to contact the airline directly to find out further information about their cancellation policy. 

If you have any problems at all, just call us, we’re more than happy to help.

If your SNCB train was cancelled or delayed, you can claim compensation by filling out the form on SNCB’s website.

You can’t change the name of the passenger after booking.

We’d recommend rebooking your journey with the correct name.

InterCity (or IC) tickets are valid for all domestic and international journeys on the day of departure printed on your ticket.

Unfortunately not all tickets can be cancelled.

  • Flex, Full Flex tickets can be cancelled up to the day before departure.
  • Semi-Flex tickets can be cancelled up to the day before departure for a €5 fee.
  • Early Bird and Non-Flex tickets cannot be cancelled.

To cancel your ticket visit your bookings to submit your request and claim your refund.

There are no seat reservations on SNCB and NS services so you can sit wherever you like.

SNCB + NS have two ticket types:

Mobile tickets are used on journeys within France. Remember to make sure your phone is charged.

Printed tickets are used on international journeys. Remember to bring your Photo ID.

Thalys has two ticket types:

Mobile tickets don’t need to be printed and can be downloaded on the Omio app.

Printed tickets will come with instructions in your confirmation from Omio.

You are automatically allocated a seat when booking, subject to availability. This reservation is included in the ticket price.

You can’t change your seat reservation after booking.

If your train was cancelled or delayed:

You can claim compensation by filling out the form on the SNCB website (Thalys is part of SNCB).

SNCB will contact you directly when your request has been processed.

You can’t change the name of the passenger after booking.

We’d recommend rebooking your journey with the correct name.

Unfortunately not all tickets can be cancelled.

Premium tickets can be cancelled for free before departure and for a 50% fee up to 2 months after departure.
Standard and Comfort tickets can be cancelled for a 50% fee.
Standard Mini tickets cannot be cancelled.

To cancel your ticket visit your bookings page to submit your request and claim your refund.

Unfortunately, not all tickets can be changed.

Standard and Comfort tickets can be changed for a €15 fee.
Premium tickets can be changed for free before departure. Any price difference will need to be paid.
Standard Mini tickets can’t be changed.

If your ticket can be changed, give us a call and we’ll update it for you.

If your train was cancelled or delayed (including due to strikes):

Please contact our customer service team and we’ll speak to SBB on your behalf and claim your compensation.

 

You can’t change the name of the passenger after booking.

We’d recommend rebooking your journey with the correct name.

SBB has two ticket types:

Mobile tickets are used on journeys within Switzerland.

Remember to make sure your phone is charged

Printed tickets are used on international journeys.  

Remember to bring your Photo ID.

There are no seat reservations on SBB so you can sit wherever you wish/like. If you do want to reserve a seat, you can do so on SBB’s website for CHF 5.

To make any changes, you first need to cancel your existing booking, if the fare policy allows, and then book a new, updated ticket.

Unfortunately not all tickets can be cancelled.

125 - Standard tickets can be cancelled up to the day before departure.

2361 - Daycard tickets can sometimes be cancelled, get in touch with us and we can check for you.

80040 - Saverday and 4004 Supersaver tickets cannot be cancelled.

Please check your cancellation options above and submit your request to claim your refund.