1Complaints, request for refund

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I want to make a complaint following my journey, for one of the following reasons:

• I didn't receive my ticket
• I can't print my ticket
• Cancellation

Contact us at the following address:
TGV-europe.com
Customer Service
BP 10012
B-1060 Brussels 6
Belgium

Please enclose:

• Your 6-figure Order reference.
• Your original train tickets.
• The photocopy of your bank statement showing this purchase.
• Your full details (full name, address and phone number)

I want to make a complaint or request a refund following my journey
TGV, Teoz, Lunea, Intercités, Elipsos tickets (travel to Spain)

Contact us at the following address:
SNCF Customer Relations
62 973 ARRAS Cedex 9

Please enclose:

• Your 6-figure Order reference.
• Your original train tickets.
• The photocopy of your bank statement showing this purchase.
• Your full details (full name, address and phone number)

iDTGV tickets
Send your message by clicking here
Artesia tickets
Artesia SAS
BP 10630
75421 PARIS Cedex 09
France

Eurostar tickets
Eurostar Traveller Care
Kent House, 81 Station Road
Ashford
Kent
TN23 1AP
United Kingdom

Thalys tickets
Thalys Customer Service
B.P. 14
B - 1050 Brussels 5
Belgium

I want to claim compensation because my train was delayed
I want to know the procedure to object against or pay for a penalty

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2I would like to object against or pay for a penalty

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It's quick and easy with the new secure online payment service

You can also use the addresses indicated below:

SNCF - Centre de recouvrement des procès verbaux
Secteur Atlantique
38 rue Charles Domercq
33081 BORDEAUX CEDEX

SNCF - Service des contraventions
72 avenue du Président Wilson
34502 BEZIERS BP 60118

Please enclose the following documents:

• Your original train tickets
• Your penalty notice (PV)
• The reasons for your claim
• Your full contact details (full name, address and phone number)

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3I want to claim compensation because my train was delayed

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For travel on TGV, Corail, Teoz, Lunéa, TGV Lyria, TGV Artesia
The SNCF's punctuality commitment: did your train arrive at least 30 minutes late? As a sales gesture, SNCF is committed to offering passengers compensation in the form of Travel Vouchers.
This applies to:

• Journeys of 100 km and over
• All trains* except TER and Ile de France trains (Transilien)
• Delays which are attributable to the SNCF

Have you been delayed by over 30 minutes? You will receive a compensation of 33% of the price of the ticket for delays of over 30 minutes, and 66% for delays of over 2 hours. This compensation will be offered in the form of travel Vouchers, or in Smiles if you are in the Grands Voyageurs programme.
Would you like compensation in Euros? Simply send your request to the Centre de Régularité, you can request compensation for 25% of the ticket price for delays of over one hour and 50% for delays of over two hours.

If you did not receive a compensation envelope at the arrival station, send your original tickets no later than 45 days after date of travel, to the following address:
Centre Régularité SNCF
37, avenue de Lyon
31 503 TOULOUSE Cedex 9

For iDTGV travel:
For all delays in excess of 60 minutes and attributable to the SNCF, iDTGV offers compensation to its customers, in the form of travel vouchers only, equivalent to 25% of the net price of the ticket (excluding service and/or supplement).

If the delay exceeds 120 minutes and is attributable to the SNCF, compensation shall then be equivalent to 50% of the net price of the ticket.  Compensation shall be sent by e-mail to the address entered when booking.

You have not received a travel voucher following a delay in your journey? Click here

Please note: You can use your travel vouchers for the purchase of any SNCF train ticket for travel in France. Payment by travel voucher is only possible at a ticket office at an SNCF station or boutique.

For Eurostar travel:
If you qualify for compensation, an announcement will be made by the train manager during the journey.
To receive your compensation, contact Eurostar Customer Service at 01 70 70 60 99 (from 10.00 am to 6.00 pm Monday to Friday)
no later than 12 months following date of travel (no later than 2 months for compensation in €).

You can receive compensation in the form of free Eurostar tickets or in Euros:

Delay of between 60 and 119 minutes:
1 free one-way ticket or 50% reduction on a return ticket
Or
A 25% refund of the price of the delayed journey (half the amount paid in the case of a return ticket)

Delay of between 120 and 299 minutes:
1 free return ticket
Or
A 50% refund of the price of the delayed journey (half of the amount paid in the case of a return ticket)

Delay of over 300 minutes:
Refund of delayed journey (half of the amount paid in the case of a return ticket)
+ 1 free return ticket

For Elipsos travel:
As a sales gesture, Elipsos is committed to offering customers compensation in the form of Travel Vouchers.
You will receive 25% compensation of the price of the ticket after 30 minutes delay and 50% after 2 hours delay.
This compensation will be offered in the form of Travel Vouchers.

Would you like compensation in Euros? Simply send your request to the Centre de Régularité.

If you did not receive a compensation envelope at the arrival station, send your original tickets no later than 45 days after date of travel, to the following address:
Centre Régularité SNCF
37, avenue de Lyon
31 503 TOULOUSE Cedex 9

For Thalys travel:
For all delays on Thalys trains equal or exceeding 30, 60 or 120 minutes, Thalys offers its customers, with the exception of "Force Majeur", a compensation in the form of Thalys vouchers (valid for 12 months) of a corresponding value of 20, 50 or 100% of the ticket price.

Would you like compensation in Euros?  Upon request, you can receive 25% compensation of the ticket price after a delay of one hour and 50% after a delay of 2 hours.

To receive compensation: fill in the form you receivd at the station or on board the train.

Enclose the original ticket and send to Thalys Customer Service (no later than two months following the date of travel).

Please enclose bank details for monetary compensation.

Please note: You can use your travel vouchers for the purchase of any SNCF train ticket for travel in France. Payment by travel voucher is only possible at a ticket office at a SNCF station or boutique.

Thalys Customer Service
B.P. 14
B - 1050 Brussels 5
Belgium

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4I would like to change my train ticket reservation

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Click here to find out about the conditions for the exchange and refund service for the various rates.

You can exchange your tickets:

• In Belgium:

• In any French station, with your tickets, if:

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5I want to cancel my booking.

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For information concerning the terms and conditions applying when changing your booking or requesting a refund, please click  here.

To cancel your booking on  , please click on the tab  « Reservation » and select  Check your order status in the drop down menu.

Enter your Name and Transaction Ref.  (6 letters) then click "Confirm " and follow the instructions.

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6Conditions for train ticket refunds

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Conditions for the exchange and cancellation of  train tickets

During the traffic disruptions (strikes, bad weather…), special conditions may apply. Please regularly view the links on the TGV-europe.com home page.

Do you want to exchange your booking?Click here.
Do you want to cancel your booking? Click here.

Conditions for the exchange and cancellation of your TGV, Teoz, Lunea booking

Prem's tickets and other promotions:
Your tickets are non-exchangeable and non-refundable.

Loisirs fare:
Your tickets are exchangeable or refundable without charge until the day before departure.
If changed on the day of departure, a €10 charge per person per journey must be made.
Tickets are non-exchangeable and non-refundable after departure.

Cartes 12-25,Senior, Escapades, Enfant+, Enfant Famille, Familles nombreuses, Congés annuels, famille militaire fares:
Your tickets are exchangeable or refundable without charge until the day before departure.
If changed on the day of departure, a €3 charge per person per journey must be made.
Tickets are non-exchangeable and non-refundable after departure.

Pro fares and Frequency season ticket: 
Your tickets are exchangeable up to ½ hour after departure
and up to 2 hours if you exchange your ticket at the departure station in France for the same journey.
Your tickets can be cancelled without charge up to 2 hours after departure.

Disabled and accompanying person fares, carte militaire:
Your tickets are exchangeable up to ½ hour after departure
and up to 2 hours if you exchange your ticket at the departure station in France for the same journey.
Your tickets can be cancelled without charge up to 2 hours after departure.

Conditions for iDTGV exchange and cancellation
Your iDTGV tickets are exchangeable (conditions apply) and are non-refundable.
Do you want to change your days / times of departure? Your tickets are exchangeable, a €10 charge applies.

Conditions for Corail and TER exchange and cancellation

Découverte Senior, Enfant+, 12-25, Sejour , cartes 12-25,Senior, Escapades, Enfant+, Enfant Famille, Familles nombreuses, Congés annuels, famille militaire fares:
Tickets with a reservation:
Your tickets are exchangeable or refundable without charge until the day of departure. 
Tickets are non-exchangeable and non-refundable after departure.

Open tickets without journey date (not for sale on the site):
Your tickets are exchangeable and refundable (10% charge applies).

Normal fares, Frequency season ticket:
Tickets with a reservation:
Your tickets are exchangeable or refundable without charge until the day of departure.
and up to 1 hour after departure at the station of departure in France.
After departure, tickets are exchangeable and refundable within 60 days, subject to a 50% charge.

Open tickets without journey date (not for sale on the site):
Your tickets are exchangeable and refundable (10% charge applies).

Conditions for the exchange and cancellation of Intercités tickets

Prem's and Mini-group fares:
Your tickets are non-exchangeable and non-refundable.

Découverte Senior, Enfant+, 12-25, Sejour , cartes 12-25,Senior, Escapades, Enfant+, Enfant Famille, Familles nombreuses, Congés annuels, famille militaire fares:
Tickets with a reservation:
Your tickets are exchangeable or refundable without charge until the day of departure. 
Tickets are non-exchangeable and non-refundable after departure.
Open tickets without journey date (not for sale on the site):
Your tickets are exchangeable and refundable (10% charge applies).

Loisir weekend fare:
Your tickets are exchangeable or refundable without charge until the day before departure.
and with a 50% charge on the day of departure.
Tickets are non-exchangeable and non-refundable after departure.

Normal fare:
Your tickets are exchangeable and refundable without charge after departure.
After departure you may travel on another train,
with no guaranteed seat, for the duration of the validity of your ticket.
Your tickets are refundable for 60 days,
(subject to a 50% charge).

Conditions for the exchange and cancellation of Elipsos tickets

Découverte Jeune and Senior fares:
Prior to departure your tickets are non-exchangeable and refundable subject to a 10% charge.
After departure, your tickets are refundable, subject to a 50% charge.

Découverte fare (4 passengers):
Prior to departure, your tickets are non-exchangeable and refundable subject to a 20% charge.
After departure, your tickets are refundable, subject to a 50% charge.

Loisir Adult and Child fares:
Prior to departure, your tickets are exchangeable subject to a 10% charge and refundable subject to a 50% charge.
Tickets are non-exchangeable and non-refundable after departure.

Mini fare for two:
Prior to departure, your tickets are non-exchangeable and refundable, subject to a 50% charge.
Tickets are non-exchangeable and non-refundable after departure.

Conditions for the exchange and cancellation of Thalys tickets

Smoove fare:
Your tickets are non-exchangeable and non-refundable.

Jeune and Senior fares:
Your tickets are exchangeable once and refundable without charge prior to departure,
and up to one hour after departure, at the departure station of your Thalys.

Thalys Kid and Kid and co fare:
Your tickets are exchangeable and refundable without charge prior to departure, and up to one hour after departure at the departure station of your Thalys.
Beyond this time, your tickets are refundable, subject to a 50% charge.

Thalys Optiway fare:
Your tickets are exchangeable once, up to the day before departure.
Your tickets are refundable, subject to a 50% charge before departure,
and up to 1 hour after departure, at the departure station of your Thalys.

Thalys HI-LIFE fare:
Your tickets are exchangeable or refundable without charge before departure.
and up to one hour after departure at the departure station of your Thalys.
Beyond this time, your tickets are refundable, subject to a 50% charge.

Conditions for the exchange and cancellation of Lyria tickets

Piccolo, Piccolissimo, Prem’s fare:
Your tickets are non-exchangeable and non-refundable.

Loisir fare:
Prior to departure, your tickets are exchangeable subject to a 10% charge and refundable subject to a 50% charge.
Tickets are non-exchangeable and non-refundable after departure.

Mini fare for two:
Prior to departure: Your tickets are non-exchangeable and refundable, subject to a 50% charge.
Tickets are non-exchangeable and non-refundable after departure.

Découverte fare (4 passengers):
Your tickets are non-exchangeable.
Prior to departure, they are refundable subject to a 20% charge.
After departure, your tickets are refundable, subject to a 50% charge.

Découverte jeune, découverte Senior, child, adult fares:
Prior to departure, your tickets are non-exchangeable and refundable, subject to a 10% charge.
After departure, your tickets are refundable, subject to a 50% charge.

Conditions for the exchange and cancellation of Eurostar tickets

Non flexi fare:
Your tickets are non-exchangeable and non-refundable.

Flexi fare:
Your tickets are exchangeable and refundable without charge up to two months after the date of travel.

Semi-flexi fare:
Prior to departure, your tickets are exchangeable, subject to a €33 charge per journey and per person.
They are non-refundable except in Business Premier class (50% refundable prior to departure).
Tickets are non-exchangeable and non-refundable after departure.

Conditions for exchange and cancellation of Artesia tickets

Flexi, flexi child, standard fares:
Prior to departure, your tickets are exchangeable 3 times and are refundable
Tickets are non-exchangeable and non-refundable after departure.

Départ, départ + fares:
Prior to departure, your tickets are exchangeable once and are refundable, subject to a 50% charge. 
Tickets are non-exchangeable and non-refundable after departure.

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7I would like to cancel my Prem’s ticket

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Prem’s rates cannot be exchanged and are non-refundable.

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8Why is there a charge for exchanges and refunds on the day of departure?

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In order to improve service quality and seat availability, an exchange and refund service has been set up to allow all of our customers who would like to travel to have a seat.

In order to facilitate access to the train for all of our customers, it is therefore recommended to have your tickets exchanged or refunded in advance.

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