Paris train station8/12/2023 ![]() ![]() These tickets say if we don't pay them within 15 days we owe another $150 each. They wrote us up tickets right there for $164 euro each. While I was on the phone Tom asked us for our passports. At this point I called the customer service number on my ticket for Omio. I told them we would have never gotten on an earlier train if we had known they would want us to buy new tickets and that we spoke to 3 people in which none of whom told us that when I showed them our original tickets and showed them they were for 12:25. They said that we didn't get permission from them and they are the train managers. I told her we already purchased tickets and were told it was ok to get on the earlier train. She spoke to Tom in French using and spoke about how we were Americans and then she said we have to pay for brand new tickets that would cost us $100s each. During the train ride Train Manager Tom Agent: 520 came to us and asked for our tickets. We went to coach 5 where the man outside the train was looking at tickets, I explained the situation and he said it was ok to board this train and once we entered coach 5 take a left. I showed her my ticket was for 12:25 but asked if it was ok for us to get on this train instead. We went through security and asked the first Thalys person standing outside of the train. There was a lady with a Thalys jacket on that said we could ask if we could board the earlier train with our 12:25 tickets, she said if the train isn't full we could get on with our later tickets and to ask them. Our plane arrived early so we went to the train station to see if we could get on an earlier train. My fiance and I arrived in Paris on March 11th with 2 Thalys tickets to Brussels for 12:25pm. We trust that Thalys will take swift and effective action to prevent such incidents from occurring in the future. Our reference number for the incident in question is TSBNET. We kindly request that our complaint be addressed with utmost urgency, and we would appreciate prompt redressal of our grievances. We urge caution and recommend against traveling first-class with Thalys, as our experience has demonstrated that the service may be unsafe and provides easy entry to criminals on their trains outside of France. It is with great disappointment that we must conclude our highly unsatisfactory experience with Thalys, and we have no choice but to file a complaint. The phonelines were dysfunctional, and the chatbot was insufficient, thereby adding to our distress and sense of helplessness. We also made contact with Thalys to report the incident, but to our dismay, our efforts were met with no response. We attempted to seek the assistance of service personnel at the station in question however, none were available. We must stress that the luggage was never left alone at any point during the journey, and we had taken utmost care to ensure its security. The backpack, which was located in the top drawer above our seats, contained valuables worth approximately 3500 EURO. We observed the individual during the exchange, and it was at this time that an accomplice of theirs removed the backpack from the top drawer, which was where we had placed our luggage. We were seated in coach 12 when a person approached and dropped a key. Upon careful recollection, it appears that the incident must have taken place at the Schipol stop at around 10:30 pm. ![]() During the course of the journey, a regrettable incident occurred wherein our backpack, which was of blue The North Face brand, was stolen/robbed, with trickery/physical interactions having taken place. On the 12th of March 2023 at approximately 7:25 pm, we embarked on a journey with Thalys, the high-speed train service, from Paris to Amsterdam. They can only do their best to work around the situation. ![]() However, this is not the employees' fault. We still wonder what is the plan in place in case a train does not show up for whatever reasons. She also helped many other families who had the same challenge. She was very understanding and went to multiple coaches to look for vacant seats and led us to a first class coach with vacant seats for our family and ensured that we had a pleasant journey from then on. We were quite frustrated and approached one of the staff ,Ms.Steinhart Simone for help. Then, we found that the previous train had not arrived and all the passengers boarded this train and occupied the seats that were vacant. ![]() When we boarded the train in Paris, we were disappointed that our seats were taken even though we had reservations in advance. This review is to mainly highlight the superb support provided by the managers and conductors. We found the seats comfortable and the journey is very smooth and fast. We travelled by TGV Lyria from Paris to Zurich and back. ![]()
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