Thello ticket conditions

Thello is the first private rail operator in Europe. The company was founded in 2011 by Trenitalia (the national Italian rail operator) and Transdev, as part of the opening of competition in international passenger transport.

Thello trains are overnight sleeper trains running between Paris-Gare de Lyon and Venice, with intermediate stops at Dijon, Milan, Brescia, Verona, Vicenza and Padua.

Are your tickets the same price as those sold directly by Thello?

Yes, they most certainly are! We charge no booking fees and no surcharges.

What is the difference between a compartment and a cabin?

A cabin is more spacious, better isolated against sound and more generally more comfortable. The beds (180cm x 80cm) are wider than those in a compartment, they are furnished with sheets, a duvet and a cover, as well as a pillow wrapped in a cotton pillowcase. All cabins are equipped with an electrical power point socket and a private washbasin. A bottle of water and a travel kit with toiletries will be provided. Plus, breakfast in the restaurant carriage is included in the ticket price.

When do Thello tickets become available?

Thello tickets become available for booking four months minus one day before the departure date. For example, if you want to travel on April 30th, first of all, go back 4 months until December 30th. Now move to the next day and hop you are on December 31st. So, if you want to travel on April 30th, you can reserve as from December 31st.

How will I receive my Thello ticket?

We will send you a confirmation email with your PDF Thello ticket as an attachment. You can also access and download your ticket directly from your Trainline account in the ‘Tickets’ section.

Can I exchange or alter my Thello ticket?

Unfortunately not. Thello tickets are strictly non-exchangeable and are not modifiable. This means you cannot alter the name or details of any passengers. You can also not modify your departure date, city or time.

Can I refund my Thello ticket?

This depends on your type of ticket:

  • The Smart tickets are strictly non-refundable.
  • The Go tickets are only refundable up to 24 hours before departure, with a deduction of 50%. This means you will only receive 50% of the original price paid as a refund.
  • The Flexi tickets are only refundable up to 24 hours before departure, with a deduction of 10%. This means you will receive 90% of the original price paid as a refund.

Can I cancel my ticket at the station?

Unfortunately not. Thello does not perform any after-sales operations at any train stations, neither in France nor in Italy. All cancellations have to be made online.

Can I cancel a ticket if I have already printed it?

Yes. However, you can only cancel it if it is a Go or a Flexi ticket.

How do I receive compensation if my Thello train is delayed?

If your train is delayed more than 59 minutes, then Thello will provide you with compensation. To process a compensation claim, you can fill out this form. Please be aware that you have to submit the form within 60 days of departure.