How to get a refund for your train tickets?

When your train is canceled or delayed by more than an hour at departure, your carrier must give you information about the incident while you are waiting. You then have the choice between 2 solutions:

• take another train getting you to your destination at no additional cost, under comparable conditions and as soon as possible (or at a later date, at your convenience);
• cancel your trip, and in this case you get a full refund of your ticket (including the return ticket if you had booked a return ticket). The refund must be paid to you at most 1 month after your request.

To be reimbursed you can choose, depending on your situation:

• use the website where you purchased your ticket (for example, SNCF Connect or an online agency);
• call on 36 35 (especially for your trips in France by TGV INOUI or Intercités train);
• present yourself at the ticket office of a station.

In the context of the cancelation of an OUIGO train, your carrier sends you an email in which it is proposed to you:

• exchange your ticket at no cost, and take another OUIGO train no later than 7 days after the initial date of your journey (within the limits of the seats available on the other trains);
• cancel your trip and get a 100% refund on the total amount of your trip.

What compensation can you get if your train is delayed?

If your train is late, the minimum compensation is:

• 25% of the ticket price for a delay on arrival between 1 hour and 2 hours;
• 50% of the ticket price for a delay on arrival of more than 2 hours.

Railway undertakings may lay down more advantageous rules. For example, SNCF offers you a voucher if your train is between 30 minutes and 1 hour late; this applies to national and international TGV INOUI and Intercités trains.

Regardless of the train concerned, the claim can be made directly online via a form, or by mail. Remember to attach your ticket, as well as the original delay report delivered to the station upon arrival of the train.

Each train category or carrier offers specific repayment arrangements. For all these details, please visit the website of the railway undertaking concerned.

Would you like to know more about your rights? Do not hesitate to consult the frequently asked questions made available by the european consumer center.

However, you do not receive any compensation:

• if you were informed before purchasing your ticket that the train would be late;
• if you have chosen to have your ticket refunded instead of using the scheduled train (when the train is more than 1 hour late);
• if the delay is due to “extraordinary” circumstances (extreme weather conditions, a major natural disaster, a major public health crisis, the presence of people on the railway track, a cable theft, an emergency on board the train, etc.).