Our general terms and conditions for the presentation of offers

This document stipulates the terms and conditions for displaying offers suggested by SNCF Connect on behalf and in the name of its business partners (not consumers) in particular rail and coach operators.

I. TERMS AND CONDITIONS FOR DISPLAYING SERVICES

Services displayed on the website

SNCF Connect allows its Users to view travel offers from rail or coach operators for a given journey. To this end, SNCF Connect uses a classification system where the default criterion is the departure time of the train or bus.

No other classification criterion, remuneration or any other factor determines whether or not travel offers are displayed.

SNCF Connect displays offers on behalf and in the name of its partners, via a paid distribution mandate.

These partners include but are not limited to: 

• SNCF VOYAGEURS,
• Flixbus,
• COMUTO,
• Transdev.

All bookings are carried out directly with these partners. The passenger enters into a contract with the partner and payment for services is made directly to the latter or SNCF Connect acting on behalf and in the name of this partner.

Update 

In order to offer its customers the best deals, SNCF Connect uses real-time booking databases via direct access to each operator’s booking system. This means that our search engine is a gateway between the users and these systems.

II. INSURANCE AND GUARANTEES

No insurance is included in the prices given on the Website.

Consequently, SNCF Connect.com recommends that You take out insurance that covers the consequences resulting from certain cases of cancellation.

To this end, different insurance contracts are offered to You on the Website. These contracts are provided by the MONDIAL ASSISTANCE Travel Insurance Group.

The risks covered by these policies, as well as their cost and the amount awarded, are indicated on the Website for information purposes. When entering into an insurance contract, the insurance policy that You have accepted is available via a hyperlink in the Order description.

Claims should be made directly to the insurance company concerned in accordance with the terms and conditions in the insurance contract.

If You can provide proof of a prior guarantee for the risks covered by the insurance taken out, You can waive this insurance, without charge, on presentation of said proof within 14 days of the date on which you entered into the contract, as long as no guarantees have been implemented.

III. DISPUTE SETTLEMENT

For rail and bus services

All requests for information, clarification and order tracking must be addressed to SNCF Connect Customer Service via the online form on the Website or by calling +33 (0)9 70 60 99 60 (cost of a local call, no additional charges).

Claims must be sent in the form of a letter addressed to SNCF Connect Customer Service, 2 Place de la Défense – CNIT 1 – BP 440 – 92053 Paris La Défense Cedex.

After having contacted Customer Service and in the absence of a sufficient response within three months, the customer can involve the SNCF or Travel and Tourism ombudsman whose contact details and referral procedures are available on the following website: www.mtv.travel.

Likewise, in accordance with the provisions in the French Consumer Code regarding the amicable settlement of disputes, SNCF Connect is a member of the French federation of e-commerce and distance selling (FEVAD), whose contact details are as follows: 60 Rue La Boétie – 75008 Paris – http://www.mediateurfevad.fr/ After consumers have completed the aforementioned steps for contacting SNCF Connect in writing, they may refer the unsettled consumer dispute to the Ombudsman, also in writing. For more information about the Ombudsman referral procedure, click here: http://www.mediateurfevad.fr/index.php/espace-consommateur-close/

Customers can involve the European ombudsman whose contact details and referral procedure are available on the following website: http://ec.europa.eu/consumers/odr/

For all other services

All requests for information, clarification and order tracking must be addressed to the Customer Service of the Partner having carried out the sale and the provision of the Service.

Likewise, in accordance with the provisions in the French Consumer Code regarding the amicable settlement of disputes, SNCF Connect is a member of the French federation of e-commerce and distance selling (FEVAD), whose contact details are as follows: 60 Rue La Boétie – 75008 Paris – http://www.mediateurfevad.fr/ After consumers have completed the aforementioned steps for contacting SNCF Connect.com in writing, they may refer the unsettled consumer dispute to the Ombudsman, also in writing. For more information about the Ombudsman referral procedure, click here: http://www.mediateurfevad.fr/index.php/espace-consommateur-close/

Customers can involve the European ombudsman whose contact details and referral procedure are available on the following website: http://ec.europa.eu/consumers/odr/.

IV. RIGHT OF WITHDRAWAL

You are hereby informed that, pursuant to Articles L.221-2 and L.221-28 of the French Consumer Code, all Services offered on the Website by SNCF Connect in the name of and on behalf of its Partners, with the exception of SNCF Cards as specified below, are not subject to the right of withdrawal provided for in Articles L.221-18 et seq. of the French Consumer Code applicable to distance sales, with the exception of Commercial Cards as mentioned below.

Consequently, Services ordered on the Website are exclusively subject to the cancellation and modification conditions set out in these General Terms and Conditions and/or in the applicable Specific Conditions.

For SNCF Cards (Carte Avantage Jeune, Carte Avantage Senior, Carte Avantage Adulte, Carte Liberté, and weekly or monthly passes in 2nd or 1st class), and in accordance with Articles L.221-18 et seq. of the French Consumer Code, you have a period of fourteen (14) working days from the date of purchase of your SNCF Card to exercise your right of withdrawal free of charge.

Accordingly, you may exercise your right of withdrawal via the “My tickets” section or directly through the link provided for this purpose in the order confirmation email, for any SNCF Card purchased on the Website that has not yet been used to purchase a transport ticket. SNCF will refund the full amount of the SNCF Card to the bank card used for the purchase as soon as possible.