Frequently Asked Questions

We are at your disposal and at your service.

For any questions or suggestions feel free to contact us by clicking here.

Termination of lines

When do the train sales close ?

Sales for the day and night trains are closed since June 30, 2021.


 

Are Thello boutiques open ?

The Thello boutiques at Nice-Ville and Paris Gare de Lyon train stations are currently closed

I am waiting for a refund, will my request be processed ?Will the after-sales department work even after the closing of Paris-Venice and Marseille-Nice-Milan lines ?

The after-sales department handles all customer complaints and will work even after the closing of these two lines.

If you need to contact us for a complaint or any request, click here.

My reservation

What is a PNR?

The PNR is the 6 characters reference of your booking.

Reservations made on thello.com are ticketless, you do not need a ticket to board the train. Simply provide your PNR as well as your car and seat number to the Thello crew on board to justify your booking. All this information is indicated on the email confirmation you received after booking.

Thus there is no ticket to be retrieved at the station.

For the record, please print the confirmation email that was sent to your email address when booking. It contains all the important information regarding your trip.