During your train journey, you encountered a problem such as cancellation or delay. How to lodge a complaint and have your train ticket partially or totally reimbursed? Ask for compensation in the form of a refund or voucher valid for your next trip. We explain the procedures in detail for each train and TGV.
File a complaint with the SNCF
If you had a problem during your train journey, you can file a claim online or send it by post.
On the SNCF website
You will find a complaint form on the SNCF website. A response will be given to you within 5 days maximum except during holiday periods when requests are more numerous.
You must indicate your name and your travel file reference. This information is located at the bottom right of your ticket (classic ticket) or at the top right of your e-ticket. It is a combination of six letters.
On the other hand, in the case of a journey with a connection, specify the train number in which the incident occurred.
Make your complaint request by letter by sending it to the following address:
SNCF Customer Relations Department
62973 Arras Cedex 9
The travel guarantee: claim
The warranty claim form can be found online, on the SNCF website.
Note that the travel guarantee applies since 2012. And it is subject to specific application conditions. You will find them in stations, in SNCF shops and in SNCF-approved travel agencies.
The travelers concerned by this travel guarantee are those who make a journey in France and are subject to SNCF passenger tariffs on board:
- TGV INOUI and Intercités trains;
- international trains operated by SNCF or its European partners.
Travelers excluded from the scheme are those traveling on board:
- OUIGO, low cost trains apply their own commercial rules;
- other railway companies.
Claim due to delay, what financial compensation?
TGV INOUI and Intercity
If your train was more than 30 minutes late on schedule, you can benefit from the G30 guarantee.
Your compensation request can be made online on the SNCF website or by post.
What is the G30 warranty? In fact, it is a partial refund request. You have 60 days from your travel date to claim financial compensation. Please note that reimbursement does not apply with the Eurostar or the Thalys.
There are different reimbursement methods depending on the delay of the TGV:
- between 30 minutes and 2 hours late: 25% of the ticket price;
- between 2 and 3 hours late: 50% of the ticket;
- more than 3 hours late: 75% of the ticket price.
The amount of the compensation varies according to the effective duration of the delay of the train on arrival.
The compensation is made in the form of purchase vouchers which amount to:
- 25% of the total amount of your ticket for a delay between 1h and 1h59;
- 50% of the total amount of your ticket for a delay of more than 2 hours.
The vouchers are paid out within a fortnight and are delivered in electronic format to your email address. Be sure to fill it in when you fill out your SNCF claim.
Know that you can be notified by SMS when the train is late. From 10 minutes late, you receive an alert on your mobile. Simply choose the SMS option when booking your TGV ticket.
TER and Transilien
In case of delay, no compensation is provided. The two trains are not covered by the travel guarantee.
On the other hand, you can publish a justifying bulletin online on the TER sites to justify a delay to a third party.
For its part, the Ile-de-France only provides for reimbursement in the event of a very exceptional situation (flood, for example).
If you have already made the trip, get an e-voucher if your Eurostar was more than an hour late. The voucher will be valid for one year and to be used on your next trip. And the amount varies according to the importance of the delay.
To be compensated, keep your original ticket and file a claim online no later than 12 months after the date of travel. The e-voucher will be sent to you electronically a few minutes after you submit your claim.
If you have not yet taken your trip due to a cancellation or an announced delay of more than one hour, you have 60 days from the date of travel to request:
- free ticket exchange;
- or refund. The request is made at the point of sale where you bought the train ticket. If the purchase was made online, contact Eurostar customer service via the Internet.
In the event of a delay of more than 30 minutes, request compensation in the form of an e-voucher with a respective value of 20, 50 or 100% of the ticket. Partial or full refund depends on the length of delay.
Know that you have a period of 60 days from the date of travel to complete the compensation form on the net.
Vouchers are valid for one year from date of issue.
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