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 journey

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 my pet travel with me?

For Thello night Paris-Venice, click here

For Thello day train Marseille-Milan, click here

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.

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.

Can I change or cancel my ticket?

Depending on the fare you have chosen, tickets may be changed or cancelled under certain conditions. Consult our general conditions of sale.

 

From any page of the website you can access your reservations made on thello.com by clicking on "My bookings". Enter the email address used for the reservation and the PNR code to access the details of your reservation.

 

In this area, you can change and cancel your ticket if the fare conditions allow it or get a copy of your confirmation email.

 

If you booked your ticket through web agencies, travel agencies or Tour Operators, you must submit directly to them your request.

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

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

  • payment confirmation
  • booking confirmation with the PNR.

Covid-19

Covid-19, what are the travel conditions?

Due to the Covid 19 health crisis, to allow you to travel safely on our trains, we have adapted our transport conditions.

On board of our trains, we do our best to respect and enforce the Covid19 protective measures.

 

For the safety of all, the following measures are applied:

● Wearing a mask is compulsory throughout the trip.

● Hydroalcoholic gel is provided on board.

● Physical distancing is ensured, only one in two seats can be occupied.

● Our trains are disinfected with specific products before each departure from the terminal.

 

For your travels, the situation changing rapidly, we invite you to follow the evolution of the instructions of the competent authorities.

To check travel restrictions of your trip, regularly consult our website and the website of the government of your country of departure and destination.

For all the information on the conditions for traveling to France and entering the country, consult the website of the French Ministry of the Interior.(website in french).

For all the information on the conditions for traveling to Italy and entering the country, consult the website of  the Italian Ministry of Health. (website in Italian).

Your train journey
between France and Italy

Over 15 years
from 4 to 14 years
(needs seat)
For night trains only
Buy a Carnet #MarseilleMilan