Submitting a claim to Thello

This article is for travellers seeking compensation for delays, cancellations or discomfort during travel (e.g. broken air conditioning) for Thello train tickets between Italy and France. We will need to submit a claim on your behalf within 60 days of your travel date.

IN THIS ARTICLE

Required details & documents

We will need the following from you to submit a claim. Please click "More Help" on the bottom right side of your screen and message us with the following information: 

  • Your booking details Please include your Rail Europe booking reference (it begins with "RE-"), passenger names and your train number. (You can find this in your Rail Europe booking confirmation email, e.g. Thello 221.)
  • Details of your disruption Please include information about the length of the delay, or any other relevant details. 
  • Receipts for any other expenses incurred (if applicable) If applicable, you should submit receipts for expenses in accordance with the Conditions of Carriage, e.g. alternative transport/taxi receipt, or a hotel bill if overnight accommodation was necessary. A photo/scan of these documents is acceptable, but we recommend retaining the original copies until your claim is resolved.

Illness / Bereavement

Thello may consider a refund if a passenger is hospitalised on the date of travel, or if you experience bereavement of an immediate family member. Please attach a hospital note or copy of a death certificate to your message to us. 

Additional expenses

You should always claim via your travel insurance company first, if you have coverage. Thello will only consider (but not guarantee) refunds for unavoidable expenses incurred as a direct result of their delayed or cancelled train. For example:

  • Overnight accommodation.
  • Transport between the station and your accommodation.

Thello will not cover any other expenses.

How will my refund be paid?

Once Thello approves your claim, we will refund the card or PayPal account you used to book, and send an email confirming this. Though refunds are immediate from our end, they usually take several business days to reach your account. 

Claims will usually be processed within 30 days but may take longer if there is a high volume of claims e.g. due to a strike.

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