OUIGO

We calculate compensation based on your actual delay at arrival: delays at departure have no impact on the amount of compensation.

If your journey involves connecting travel and is eligible for Billet Direct (through-ticket) benefits, the amount of the refund is based on the delay at your final destination.

If your OUIGO train is late, we’ll notify you by email.

If you arrive over 1h late, we’ll send an email telling you exactly how long the delay was and how much refund to expect within a few days of your journey.

We issue refund vouchers as follows:

• 25% of the total cost of your ticket (excluding options) if your arrival was 1h–1h59 late
• 50% of the total cost of your ticket (excluding options) if your train arrived late by 2h or more

Within 3 days, you’ll receive your OUIGO vouchers at the email address you entered when you booked your journey.