Frequently asked questions
Support
Updated on 11 January 2024
4-minute readThe Station assistance service is aimed at :
- holders of a priority card (holders of a mobility and inclusion card, a disability card, a disabled person's card or a war pensioner's card, a priority card);
- wheelchair access;
- for people with mobility difficulties.
Transporting non-standard objects does not constitute reduced mobility.
This assistance service is not a stroller assistance service and is not a luggage service.
If you're traveling in France or abroad with TGV INOUI, OUIGO and INTERCITÉS or on TER trains, the Assist'enGare service is at your disposal.
You are welcomed and accompanied from the Assistance Voyageur Handicapé meeting point at the station to your seat on the train. On arrival, you are accompanied from your seat on the train to the station exit, the accessible meeting point at the station, the cab rank or the connecting train for which you have a ticket. To facilitate your arrival assistance service, we kindly ask you to wait in your seat on board the train for the agent to arrive.
Please note
No medical or paramedical procedures, such as caring for a person unable to perform basic necessities on their own (feeding, drinking, dressing, etc.), will be carried out by station assistance staff. Likewise, these staff are not authorized to transport a person on a stretcher, or to carry a person in a wheelchair by hand to transfer them from their wheelchair to a seat. Agents may only assist passengers in transferring from their wheelchair to their assigned seat. No handling of wheelchairs is allowed. Please note that assistance staff are not responsible for disabled or reduced-mobility passengers while they are waiting in the station.
You can modify your request up to 24 hours before the departure of your first train, and cancel your request for assistance services, in whole or in part, up to the last minute before the departure of the train. No changes or cancellations are possible once the train has left the station.
You can contact Assist'enGare :
- by Internet via the booking form ;
- by telephone every day from 8am to 8pm, on 32 12 and +33 (0)9 72 72 00 92 from abroad (free service + call charge).
No, there's no obligation. But only a reservation with Assist'enGare, at least 24 hours before the train's departure, will guarantee that our staff will be informed of your arrival, of your need for assistance, and that your journey will be organized according to your needs. Without a reservation, you can request assistance from station staff, without any guarantee that assistance will be provided when you need it. Assistance will be provided according to the presence and availability of staff, the accessibility of the station, safety conditions and the time remaining before the train's departure.
This is the minimum time our staff need to welcome you and ensure that you are accompanied to your seat on the train in complete peace and safety. You must therefore arrive no later than 30 minutes before your train's departure.
The Assist'enGare service is responsible for transmitting assistance requests from customers travelling abroad to all foreign carriers. You can therefore book your assistance service through the same Assist'enGare booking channels.
Learn more about station assistance and Assist'enGare
When you make your first reservation, the call center agent will ask you questions to complete your customer file. He or she will determine with you the nature of your assistance need. This information is needed to send you assistance booking confirmations. It also enables us to inform station agents of your specific needs throughout your journey. You can also do this by completing the assistance request forms available from Assist'enGare.
The service involves carrying a single piece of luggage, weighing up to 15 kilos. If you do not meet these conditions, you may be refused assistance. If you need to transport several pieces of luggage and would like assistance, you can use the "My Luggage" service to send the excess luggage. As an Accès Plus customer, you benefit from a 15% discount on your order. This discount does not apply for transporting a wheelchair which already benefits from a negotiated rate.
No, escorting passengers on board trains is not one of the tasks of assistance staff. However, some accompaniment services do exist but are not part of the SNCF perimeter. SNCF Voyageurs' Junior & Cie or Domicile + Train services can meet your needs.
The Junior et Cie service accompanies children aged 4 to 14, including those with disabilities, throughout their journey. It is compatible with the station assistance service. If your child is over 14 and you would like him/her to be accompanied throughout the journey, certain associations outside the SNCF perimeter can meet your needs.
Personal needs such as buying food or drinks, accompanying passengers to shops, carrier sales points and station services (lockers, ticket machines, etc.) and toilets (in the station or on board) are not included in the assistance service.
If you have a ticket with a connection between two stations in the same city, you will have to make your own way between the two stations. You won't be offered any assistance, and you'll have to make your own arrangements.
A station is said to be "out of bounds" when it offers no in-station assistance and you have to make your own arrangements. Therefore, not all stations offer in-station assistance.
If you travel with TGV INOUI and you have provided your contact details when purchasing your ticket, you will receive an email and SMS informing you of the circulation or cancellation of your TGV. This does not apply to TER trains. You should also find out before arriving at the station, on SNCF channels, the day before from 5pm. This program is available :
- by Internet
Consult traffic information at any time
- by telephone: 36 35 (free service + cost of a call) for Main Lines and TERs
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