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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.

My reservation

When can I buy a ticket ?

For more information about the sales opening, please consult our dedicated page.

I made a reservation but received no confirmation, what happened?

After confirming your payment, you should receive two confirmation emails:

  • A payment confirmation
  • A booking confirmation with the PNR.

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.

My journey

Am I in the same compartment as my traveling companions?

The berth numbers are following each other but not always in the same compartment or cabin. To find out if you are in the same compartment or the same cabin as your traveling companions, take a look at the layout here.

Be careful to select the layout relative to the chosen class comfort: 6 couchettes compartment, 4 couchettes compartment or bed cabins.

The cabins can accommodate up to three passengers. If you chose a 1 or 2 beds cabin for one or two persons, you have the same cabin for your exclusive use.

Can my pet travel with me?

For Thello night Paris-Venice, click here

For Thello day train Marseille-Milan, click here

How much luggage am I allowed to carry with me?

For Thello night Paris-Venice, click here

For Thello day train Marseille-Milan, click here


 

Can I take on board my bicycle, my surfboard, skid... ?

For Thello night Paris-Venice, click here

For Thello day train Marseille-Milan, click here

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Over 15 years
from 4 to 14 years
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