Customer Help Center

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Dynamic FAQ

In case your SNCB train was delayed or cancelled, you can submit a compensation form online with SNCB here.

If your NS train was delayed or cancelled, please reach out to us and we will contact NS on your behalf to arrange a compensation.

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 cannot be changed as they 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 our cancellation page to submit your request and claim your refund.

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

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

SNCB and NS have two ticket types:

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

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

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 will automatically be given a seat reservation based on what’s available which is included in the ticket price.

You can’t change your seat reservation after booking.

 

For delayed or cancelled Thalys trains, you can submit a compensation form online on SNCB's website, as Thalys is part of SNCB.

In case of a strike or any other travel disruption leading to a train cancellation, Thalys will in most cases send you an email to inform you of the cancellation. Please contact our Customer Service and we will able to help you.

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

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

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 our cancellation page to submit your request and claim your refund.

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

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 has been delayed, cancelled or suppressed due to a strike or any other event, please send us an email with all the details and we will contact SBB on your behalf.

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.

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

 

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

If your train was cancelled, delayed or suppressed due to any event, you would need to claim compensation directly with SJ's customer service at: kundservice@sj.se.

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

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

All SJ tickets can be used as mobile tickets, so there’s no need to print them.

Remember to make sure your phone is charged.

 

 

Unfortunately, not all tickets can be changed.

- Amendable tickets (Resan kan ombokas/återbetalas) can be changed up to the time of departure.

- Non-Amendable tickets (Resan kan inte ombokas/återbetalas) can’t be changed.

Unfortunately not all tickets can be cancelled.

Refundable Fare (Resan kan ombokas/återbetalas) tickets can be cancelled and refunded before departure.

Non-Refundable Fare (Resan kan inte ombokas/återbetalas) tickets cannot be cancelled or refunded.

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

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

The address of the bus station is displayed on the ticket, next to the departure time.
If you can't find the station contact us and we will help you find it.

You will automatically be given a seat reservation based on what’s available.

If you have several people under the same booking, you will be seated as close together as possible.

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

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

If your bus was cancelled, delayed or suppressed due to a strike or any other event you have the right to claim for a compensation which you can do on Regiojet's website.

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.

Standard tickets can be cancelled for free up to 15 minutes before departure.

Promo tickets cannot be cancelled.

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

If you have any problems at all, you can start a chat with us or just call us, we’re more than happy to help.