Travel Guarantee

We're here:

• If you experience a delay of more than 30 minutes on a trip that includes at least one TGV INOUI / INTERCITÉS journey, whatever the reason for the delay,
• On the Internet and on your mobile to enable you to make a quick and simple request for compensation²,
• To give you a voucher that you can use for your next trips

To find out more about G30 and make your request

We are here:

• To inform you of any timetable changes or events that could impact your journey (works, industrial action, bad weather...) by email and/or SMS if you left us your contact details when you booked or if you are a member of the Grand Voyageur Program.
  We undertake not to use your personal data for commercial purposes.
• To keep you informed in real time, in stations, on board trains, on sncf.com and mobile applications, by phone on 36 35 ³ or 00 33 1 84 94 36 35 from international ⁴

Discover real-time traffic information

If your departing train is delayed by more than one hour or cancelled, an alternative travel solution or refund may be offered, depending on your choice:

• You continue your journey or are re-routed to your final destination under comparable transport conditions and as quickly as possible.
• You continue your journey or are re-routed to your final destination under comparable transport conditions and at a later date, at your convenience, and at no cost; for example through a ticket exchange. You may take the same or another route, in conditions comparable to your original journey - same class, same level of comfort - subject to availability.
• You cancel your journey and we will refund your ticket in full, including the part(s) of the journey already made if the journey is no longer of interest in relation to your original travel plan, as well as, if applicable, your return ticket.

The Postponement or Refund Guarantee applies independently of the G30 Guarantee.

Which tickets are affected?

All tickets with compulsory booking, including with non-exchangeable/non-refundable fares.

Where to exchange? Where to get your money back?

• Until 24 hours after the departure of your train, go to the station, the service area or your SNCF-approved travel agency.
• After 24 hours, send your refund request online at https://tout-oui.sncf.com/ or by mail to Service Relation Client SNCF Voyageurs - 62973 ARRAS Cedex 9.

We are there to take care of you, find an alternative to continue your journey and if necessary, offer you accommodation, if a major problem intervenes during your journey.

We are also there in these situations to bring you, depending on the time of day, a drink, a snack or a meal.

We are available to respond to any online complaint with our customer service department within a maximum of one month - excluding the G30 guarantee - if you are in possession of an e-ticket. We advise you to keep all supporting documents in a safe place.

Make a claim

¹ TGV Lyria, TGV France-Italy, TGV INOUI France-Spain, DB-SNCF in cooperation, TGV Brussels/Province in cooperation with SNCB, TGV France-Luxembourg, TGV Paris-Fribourg en Brisgau.

² Refund in the form of a non-monetizable digital voucher in the event of a delay of less than 60 min

³ Free service + cost of a call

⁴ Cost of an international call