Refund
Please use the online refund form in the following cases:
- Tickets cannot be cancelled in the sales system (at the latest 1 month after departure)*
- Requesting a refund for (unused) tickets because the traveler did not travel due to a delay of 60 minutes or more or train cancellations (excluding Eurostar to London).
Attention: In the event of delay, the customer can ask for a refund after the trip. This can be done without intervention of the agent. In this case, the refund will be deposited directly into your customer's account. The only exception is delays on Eurostar. A request for compensation can only be made directly to Eurostar.
*Cancelling tickets according to tariff conditions is done in the booking systems. In general, this is possible up to the starting date of the ticket and with Eurostar to Belgium/France, Eurostar to London and TGV in some cases even up to 2 months after departure (only via @lantis). In so doing, you will quickly receive the refund sum on your monthly invoice.
Make sure to fill in all fields marked with an * on the form. Clearly provide the following information in the Explanation/reason for cancellation:
Travel date
Route or train number
Departure time according to booking confirmation
Inspection marking yes/no
Please note: If you see the following text after clicking 'Send', the request has been sent: 'Thank you for your question or comment. One of our employees will contact you as soon as possible.' Shortly afterwards, you will receive an email confirmation of the application containing all the fields you filled in on the form. The application will only be processed once you have received this confirmation.
Do you have questions about the refund form? Then please consult Instructions: Online refund process for agents in BraiNS.
More information about cancelling
Consult BraiNS for more information on cancelling tickets in the reservation systems @lantis and RailAgent.
