Is there any disruption on your trains?
Check real-time traffic information, as well as train departure and arrival times at the station.
Verify the running of your train using your train number and travel date.
If your train is cancelled: before departure, exchange and cancellation fees may be waived for a limited period, even on tickets that are normally non-exchangeable and non-refundable.
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Good to know !
When trains are not running, some train companies (TGV INOUI, INTERCITÉS, Eurostar, etc.) may contact you by e-mail, text message or telephone to inform you of the various options.
If you have not been contacted: before going to the station, if possible, check that your train is running and that the scheduled departure time has not been changed due to the disruption.
Keep an eye out for updates!
More flexible trade measures
In the event of significant and foreseeable disruption (such as industrial action), the train circulation plan is adjusted and only confirmed on D-1 at 5:00 p.m.
If the disruption is unexpected and exceptional, the transport plan is modified to allow for the gradual resumption of traffic until a return to normal.
Familiarize yourself with the commercial measures usually implemented by train companies in the event of cancelled trains.
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On the SNCF Connect app or website:
You can via the Ticket tab or via your customer account:- make an exchange free of charge for another date
- cancel your ticket and get a full refund.
- If you have any problems getting a refund, you can contact TGV INOUI customer service using this contact form.
Please note:
- Exchanges are free of charge if you don’t change the departure and arrival stations, within the defined service period. If your train is cancelled, the ticket is not automatically cancelled. It is up to you to cancel it to get a full refund. Your ticket must not have been validated when you go through the train access gate or board.
- The new ticket remains exchangeable and refundable.
- If your train is cancelled, the ticket is not automatically cancelled. It is up to you to cancel it in order to get a full refund. Your ticket must not have been validated when you passed through the train access gate or boarded.
- In the case of a ticket with a compulsory return fare, where the outward or return journey is affected by the disruption, commercial measures apply for the entire journey.
- If your train is running but has a connection with a TER train, make sure that the latter is still running in your region.
- TGV Europe: France-France journeys issued on DB-SNCF Voyageurs en coopération, TGV Lyria, TGV France-Italy, TGV France-Spain, TGV France-Brussels, TGV France-Luxembourg and TGV France-Fribourg. For international journeys, cancel or exchange your ticket before departure.
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If your train is cancelled by OUIGO, you will receive an email 48 hours before the train's departure.
OUIGO will offer you two options:
- A free exchange on SNCF Connect: choose another OUIGO train within 7 days of your original travel date (subject to availability)
- A full refund: You will be refunded within 3 days with a voucher sent by email. This voucher can be credited back to your bank account.
How to cancel your OUIGO ticket and get your refund:
Go to the OUIGO app or the website ouigo.com, under the “My bookings” section.
Enter your email and reservation number.
Select the option that suits you.
For round-trip tickets: The same conditions apply to the return journey.If you experience any issues or have questions, contact OUIGO via the contact form.
Important: If you don’t make a selection before 11:30 p.m. the day before your trip, your journey will automatically be cancelled, and you’ll receive a voucher for a full refund.
If your OUIGO train is running, travel information will be sent by email the day before departure after 5:00 p.m.
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If you have a TER subscription or if you provided your phone number or email when purchasing your ticket, you will be contacted in case of service disruption.
Please note that TER tickets are valid for the entire day: you can use them on the same route on the same day.
TER ticket without a connection:
Train service information is provided the day before departure, from 5:00 p.m. onward. In case of train cancellation, tickets are refundable through the original purchase channel until midnight the day before departure.
For more information, contact TER customer service: on the map, click your region, then go to the "Services & Contacts" section.
TER ticket with a connection to TGV INOUI, OUIGO, or INTERCITÉS:
You can cancel your regional connection ticket free of charge until the day before travel.
Your TER tickets are valid all day. You may take another train or regional coach, provided you respect the date, route, and fare conditions of the original ticket.
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If your train is cancelled due to a disruption, Eurostar will inform you before your journey.
On the SNCF Connect app or website, before departure and depending on the information received, you will be able to:
- Postpone your trip and exchange your ticket for another date, free of charge, for travel dates proposed by Eurostar.
- Cancel your journey and receive a full refund via the "ticket" tab or your customer account.
If you experience any issues, you can submit your request directly using this form.
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In the event of disruptions to public transport in Île-de-France, please check real-time traffic updates.
Whenever possible, we recommend limiting, cancelling, or postponing your planned journeys when the service is disrupted.
If you must travel, consider using alternative means of transportation.
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How do I exchange or cancel via the Ticket tab?
Enter the 6-character file reference and the name used for the order, and exchange or cancel your tickets
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How do I exchange or cancel from my customer account?
Find your upcoming or past trips, and carry out your after-sales operations.
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