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FAQ

Find the answers to your questions here!

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My booking
General information
Flight
Train

Contact us

What do I do if I have a question regarding BCD Travel Direct or my booking?
For any questions regarding flight, hotel, car and train bookings or for general technical information please contact a BCD Travel Direct travel consultant on: 070/222203.

My booking

How do I review my booking?
Please contact a BCD Travel Direct travel consultant on: 070/222203 for further information.

How do I cancel my booking?
Please contact a BCD Travel Direct travel consultant on: 070/222203.

General information

Where can I find the General Terms and Conditions for BCD Travel Direct?
General Terms and Conditions

What is the BCD Travel Direct policy for cancellations and changes?
For a cancellation or a change to your booking, the cost is € 37,50 per booking.
Please contact a BCD Travel Direct consultant if you need to amend, change or cancel any parts of your travel itinerary: 070/222203.

How do I update my profile?
To change any detail in your profile, login to BCD Travel Direct's registered area (via the box in the right-hand corner), go to the "Beheer profiel" section and click on "Gebruikersprofiel beheren" or call your local BCD Travel Direct travel consultant on: 070/222203.

I've forgotten my BCD Travel Direct password, what do I do?
Go to the "Beheer profiel" section in the top right corner and click on the applicable question in the Login field or call your local BCD Travel Direct travel consultant on: 070/222203.

Can I change the card I pay with?
BCD Travel Direct has an instant ticketing policy. As soon as your details are checked and the booking is finalised, the ticket is issued automatically.
This procedure does not allow for changes to the credit card used for payment after the booking has been finalised.
Please call your local BCD Travel Direct travel consultant on: 070/222203 for additional information.

Is my credit card information secure?
BCD Travel Direct uses thawte SSL Certificates to offer secure communications by encrypting all data to and from the BCD Travel Direct site. Thawte has checked and verified the company registration documents and the site's registered domain name.This information is included in the SSL certificate that we issue. This enables you to check the site's validity yourself.
Please call your local BCD Travel Direct travel consultant on: 070/222203 for additional information.

Do I need a Visa?
Submit your Visa request online and enter the details of your trip along with your nationality into the applicable fields.
Once completed, you will be able to check which Visa & Transfer rules apply for your entire journey.
Please call your local BCD Travel Direct travel consultant on: 070/22 22 03 for further information.

Can I make a booking over the phone?
Yes, please contact a BCD Travel Direct travel consultant on: 070/222203.
Different fees will apply:

  • Europe Air ticket : € 37,50
  • Intercontinental Air Ticket: € 42,50


What number should I call to contact the BCD Travel Direct Team?
You can call a local BCD Travel Direct travel consultant on: 070/222203.

How do I know what Internet browser version I have?
Open a Web browser, click on the 'Help' on the toolbar, then select the 'About' option. A window will open providing you with the name of the browser you use and the version of the browser you are running.

What should I do if I want to give BCD Travel Direct some feedback?
Please click on the "About Us" section in BCD Travel Direct and follow the link "Contact Us".
Complete the form with your feedback and submit. In order for BCD Travel to be able to respond as quickly and efficiently as possible please complete all fields in detail.

Flight

How do I book a flight?
There are 4 easy steps to follow when making a flight reservation:

  1. Step 1 Request. Enter the departure city and the destination city. Enter the departure date, return date, class of travel required and number of passengers travelling. You can search by price or by schedule and BCD Travel Direct will display all available flights at special BCD prices.
  2. Step 2 Availability. The system will display all available fares. You can scroll down and select the required flights to show further details. By clicking on "Book" you move to the input form for passenger and payment data.
  3. Step 3 Personal data. Displayed here are all the details of your selected flight. Please complete all necessary fields for the passengers and your personal data. To complete the booking just click on the "Book" button. Your reservation will be finalised. This transaction can take up to 25 seconds. You will definitely receive a confirmation. Please be patient and click only once on "book"! The airport taxes shown represent the actual taxes and charges. Only the eventual weekend surcharges are not yet included in the final price.
  4. Step 4 Booking confirmation.You will receive an email confirmation of your booking.

How do I find the best fare?
Please go to the homepage of BCD Travel Direct to view the availability of the offered deals or call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

How do I search for a business class fare?
Please go to the extended search option in the booking engine and choose your class of travel, or call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

Can I book a multiple stop flight?
Yes, if you would like to travel to multiple destinations please click on "Extended Search" option in the booking engine and select 'open jaws'.
Please call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

How do I change my flight reservation once booked?
Please call your local BCD Travel Direct travel consultant on: 070/222203.

Can I book a flight for someone else?
Yes, it is possible to book a flight for someone else. Just enter the details of the traveller in the applicable fields on the Personal Data page of your booking. Please call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

Can I change the name on my ticket?
BCD Travel Direct has an instant ticketing policy. As soon as the booking is finalised the ticket will be issued. This procedure does not allow changes to the name after the booking has been finalised. Please call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

When do I need to check-in for my flight?
Depending on your destination, the recommended check-in for most airlines is 1 hour before departure time for any national flight and 2 hours before departure time for international flights. Please refer to the airline for confirmation or call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

Are there any cancellation charges?
Refer to the fare rules of your chosen flight. You will find them outlined by clicking on the fare rules link before finalising your booking at the bottom of the Personal Data page. Please call your local BCD Travel Direct travel consultant on: 070/222203 for further information.

How do I cancel my reservation?
Please call your local BCD Travel Direct travel consultant on: 070/222203.

What should I do if I don't receive my ticket?
Please call your local BCD Travel Direct travel consultant on: 070/222203.

I haven't received my confirmation, what should I do?
Please call your local BCD Travel Direct travel consultant on: 070/222203.

What is an e-ticket?
E-ticket is the abbreviation for electronic ticket. E-tickets are received at the check-in counter at the airport when you show your passport (or at the Quick-Check-In-Machines where available, or by entering your frequent flier number or the credit card number used for payment at the Quick-Check-In machines). Unfortunately, E-tickets are not available for infants. If you are travelling with an infant, please select the express delivery option to receive your tickets.

I have a non-refundable ticket, is there anything I can do?
Please contact a local BCD Travel Direct travel consultant on: 070/222203.

How do I view the Airline Fare rules?
You are able to view the fare rules for the flight you are booking on the personal data page. These rules have to be accepted before your booking can be ended.

I have an error message on the screen during my booking, what should I do now?
Please contact a BCD Travel Direct travel consultant on: 070/222203.

I had booked a low cost carrier on BCD Travel Direct, but now I don't see the full amount that I paid on my credit card invoice?
When booking a low cost carrier on BCD Travel Direct, there are two separate charges to your credit card: one from the low cost carrier (= the flight price) and one from BCD Travel Direct (= the service fee). Since these two separate companies are charging your credit card separately, it is possible that one amount is debited at another moment than the other. This explains why the full amount that you paid at the booking, is not visible as such on your credit card invoice afterwards.

I had booked a low cost carrier on BCD Travel Direct, and want to receive an invoice. What do I do?
When booking a low cost carrier on BCD Travel Direct, there are two separate charges to your credit card: one from the low cost carrier (= the flight price) and one from BCD Travel Direct (= the service fee). BCD Travel Direct can provide you with an invoice of the amounts charged by us (= the service fee), just contact a BCD Travel Direct travel consultant on: 070/222203. For an invoice of the amount charged by the low cost carrier (= the flight price), you will need to contact the low cost carrier directly.

Train

How do I book a trainticket?
BCD Travel Direct gives you access to the world’s leading train operators, in one screen. From timetables to seat bookings, our selected links deliver everything you need to keep you on track! Find & book tickets.

How will I receive my tickets if I book online?
- Digital Homeprint (print tickets yourself) :
You can print out your tickets for Thalys, Eurostar, ICE, the traditional trains to the Benelux countries and Lille, and the Prem’s TGV fares. If you selected Digital Homeprint when making your booking, you can print out your tickets at home or in your office on a plain sheet of A4 paper. How does it work? The confirmation screen (if you’re booking online) and the confirmation e-mail you receive when your purchase is complete display a link to a PDF file which contains your tickets for printing out.
Click on this link to open the PDF file, and just print it out. Now you’re ready to board the train, without queuing at the counter!

Pick them up at the station:
When booking, you can always opt to pick up your tickets at the international counters of 108 stations in Belgium.
All you have to do at the counter is hand over the 7-letter code you receive when your booking is complete.
You can pick the tickets up at the station from the moment your booking is confirmed until just a few minutes before your train leaves.
If you pay by credit card, you must also show your ID card and the credit card you used to make the payment.
At Brussels Midi, Brussels Central, LiŤge Guillemins and Antwerp Central stations, you can also pick up your tickets from the SNCB Europe automatic ticket machines by entering your booking code and your credit card (if you paid by credit card) or the 4-figure pickup code you were given on completion of the payment (if you paid online by Bancontact/Mister Cash card or by Home Banking).

Can I print out my train tickets at home?
Certainly! You can simply print your international train ticket for Thalys, Eurostar, ICE, TGV Brussels-France* or within the Benelux (+Lille) at home! The confirmation e-mail you receive will contain the link to your PDF ticket, which enables you to print the ticket at home. Your ticket is then scanned and “punched” digitally on the train – it’s as simple as that!
* Only the Prems-fare and most promotions.

My online payment has been refused. Why?
Payment online takes place in full over the secure server of Ogone, the trusted partner of banks and credit institutions. It is Ogone which handles the data exchange between customer and bank. This means that SNCB Europe at no time holds payment details on its customers (credit card number, available balance, limit on use, etc.). So if this arises, SNCB Europe will ask you to contact your bank or credit institution to find out the precise reasons for a payment refusal. All we can do is tell you the most frequent reasons for refusal:

  • the credit card number, validity date or CVC code entered is incorrect (check with your bank);
  • the available balance on the card is insufficient (check with your bank);
  • a pop-up blocker has been activated in your browser, which prevents payment using certain types of credit card or certain Home Banking applications (check the browser settings on your computer);
  • in the case of American Express payments only: the address entered does not match the invoicing address (check with American Express)

In addition, to ensure maximum security of your payment transactions on its site, SNCB Europe uses advanced multi-criteria anti-fraud techniques. In spite of the work put into optimising the security procedures set up, it sometimes happens that attempts are incorrectly blocked, as they do not pass SNCB Europe’s security filter criteria set up by SNCB Europe.

Here we would point out that if the credit card used has been issued in a country not covered by the Atos Worldline “3D Secure” guarantee, there will be a greater likelihood of the transaction being refused. The “3D Secure” countries are the countries of Western Europe for Visa, or all countries of Europe in the case of Mastercard.

If you have any doubts regarding a specific transaction, please consult the SNCB Europe Contact Center.

I made two identical reservations by mistake. How can I cancel only the second instead of both?
If you make the same reservation twice by mistake, you must contact the Internet Support Team immediately.
You can reach us by telephone at 070 79 79 79 option 5 (€ 0.30 per minute) or by e-mail, indicating the reference number of your reservation.

I have lost my tickets. What can I do?
The tickets remain the responsibility of the traveller. There is no procedure for duplicate tickets for conventional trains, Thalys, HST or ICE. We advise you to opt for Digital Home print, which is now available for most carriers (This does not apply for ICE and HST). If you opted for “Digital Home print” when reserving for a conventional train (only to Lille), Thalys or Eurostar, simply print out a new set of tickets.
ATTENTION: The following applies only for Eurostar: If you have opted for conventional tickets, then go to the ticket desk in the Eurostar terminal at least one hour before departure with your reservation reference and the credit card you used to pay for the tickets. You will be charged €23 for this service.

Can I change my reservation?
You can change the travel dates and times if the ticket conditions so authorise and if seats are available on the new train you have selected. The ticket conditions are set out clearly before you confirm your reservation online and later too in your e-mail confirmation. Depending on your ticket, there may be costs for changing or cancelling your reservations. If there are fewer seats available on the train you have selected, there is a difference in price at times between your ticket and the new ticket. Reservations can also be changed by the SNCB Europe Contact Centre at +32 (0) 70 79 79 79. Bear in mind that a change or reimbursement is possible only at the place where the reservation was originally made. If you did not reserve your ticket directly with us, contact the agency that made the reservation for you.

Thalys The Card: can I also gain Miles when booking through bcdtraveldirect?
Yes you can! When making a booking on this website, you can also gain Miles, that allow you to travel for free! Thalys TheCard is a package put specially together for you: free tickets thanks to miles, exclusive offers, services to measure… Advantages that facilitate your travel and enhance your comfort.

Why do I have to use my Digipass/Card Reader when paying online?
To guarantee maximum security for your payments, SNCB Europe has opted for a “3D-Secure” type trading licence from the credit card issuers. With “3D Secure” certified transactions, many banks (e.g. BNP Paribas Fortis, Dexia, CBC, KBC, Fintro, etc.) require their customers to identify themselves using their card readers (known as Digipass, Card Reader, etc., depending on the bank). This may seem restrictive, but you should remember that this is the most effective way of guaranteeing that your payments are secure. It guarantees that the credit card is being used by its legitimate owner.

I wish to reserve for another person; how will the latter get the tickets?
The credit card holder must be present when picking up the tickets, so it is not possible to make a reservation for someone else if the card holder will not be available to pick up the tickets. If the station has an automatic ticket machine (this is the case in Brussels Midi, Brussels Central, Antwerp Central and LiŤge Guilemins stations), you have to insert your credit card physically in the machine’s card reader. However, it is now possible to select Digital Home-print during the reservation process (for Thalys, Eurostar and conventional trains in the Benelux) and print the ticket at home or send it to the traveller so that s/he can print the tickets at home. In such a case, do not forget to enter the name of the traveller on the ticket.

Why are prices not always displayed for each fare at stage 2 of the booking?
It’s at stage 2 of the booking – when selecting your travel package – that it’s most useful to know the prices. You make your choice on the basis of availability, conditions for exchange and reimbursement and the price of the various travel packages offered. Unfortunately, we cannot always give you full price information at this stage. The price information displayed at stage 2 of the online booking process originates from a local database managed by SNCB Europe. This database contains the prices submitted by the various companies (Thalys, Eurostar, TGV Bruxelles-France, ICE, etc.). In most cases, the companies send us the correct price information, which is then clearly presented at this stage of the booking. However, some companies only send their price details in the event of a real booking. This means that for TGV journeys in France, the price of your journey will not be displayed until stage 4, after a booking request has actually been sent to the company’s central system. Not ideal, admittedly. In these cases, it will be the conditions of exchange and reimbursement of the various rates which may give you an idea of their pricing. The less flexible a fare, the cheaper, and vice versa.

How can I store luggage easily on the train?
All trains are equipped with a luggage compartment. For extensive luggage, you can use the luggage room at the end of each carriage. Three pieces of luggage at most are authorised per traveller (2 suitcases and 1 piece of hand luggage). Once on board, you can store your luggage free of charge at your own responsibility, in:
Luggage racks above the seats
Luggage storage at the end of each carriage
Free floor space between some seats which are installed back to back
The casing, volume and weight must be such that the traveller can carry the luggage and place them in the space intended for that purpose on the train, without hindering the movements of other travellers or of train personnel. To comply with the regulations, luggage on board must bear an address card with the traveller’s forename and surname.

Which documents do I need to travel with Eurostar?
For check-in and customs, all travellers, including children, need their identity card, passport and/or visa, including if you are travelling only between Brussels and Lille.

Are there power outlets in the train?
There are power outlets in first class on the conventional train to Amsterdam . In the Eurostar, there are British and European power outlets in all Business Premier and Leisure Select carriages so that you can for instance charge your mobile phone or save the batteries of your laptop. There are also power outlets in the Standard carriages 5 and 14. You can reserve in these latter carriages as you choose depending on availability. The Thalys carriages are fitted with power outlets in carriage 2/12/22 and 3/13/23. Carriages 1/11/21 do not have power outlets.

Can I take just any train with a home-print ticket?
If you use conventional trains to e.g. Amsterdam, Luxembourg, Lille, etc. you are free to take the train you want on the date mentioned on the home-print ticket. There is no time indicated on your home-print ticket, just as there is no time mentioned on a “normal” ticket.
In concrete terms, if you do not get the train to Amsterdam, for instance, you can take the following train on that day without the slightest adaptation to your ticket.

What seat can I take with an overbooked ticket?
Some travellers reserve a seat but do not show up when the train leaves. Seats considered fully booked by our reservation system thus become available. Some “overbooked” tickets are therefore offered by way of compensation. If you have an “overbooked” ticket, you can get on the train, but are not guaranteed a seat or catering in Comfort 1. Such a ticket has no carriage number or seat number, and contains the wording “seat if available.” You must contact the train conductor on the platform. He will assign you a seat before departure.

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