Exchange and cancellation


You can change or cancel your booking directly online on My Booking or you can call the Contact Center:


Worldwide: +32 (0)70 79 79 79 (€0.30/min ) except the UK and France

From the UK: 0900 552 0900 (0.30p/min)

From France: 0892 06 50 50 (€0.34/min)

Available from Monday to Friday8AM to 8PM (GMT+1)
At weekends and public holidays: 9AM to 4:30PM (GMT+1)


To proceed with your request you will be asked for your booking reference (the DNR 7-letter code). This code appears on your train ticket or in your confirmation e-mail.


The exchange or refund depends on conditions of the chosen fare:

  • High Flex: full refund or exchange
  • Mid Flex: partial refund or exchange according to the terms of the carrier
  • Non Flex: no refund or exchange

For trains with compulsory reservation, cancellation or exchange must take place prior to your departure.

Thalys tickets are refundable 1h after leaving the station of departure and Full Flex Eurostar fares allow a refund for up to 60 days after departure.