General terms and conditions for presenting offers on SNCF Connect

I. TERMS AND CONDITIONS FOR PRESENTING SERVICES

Services presented on the website

SNCF Connect enables its Users for a given journey to find offers from rail or coach operators. To do this, SNCF Connect adopts a default ranking the criterion of which is the time of departure of the train or bus.

No other ranking criterion, remuneration or otherwise, determines the presentation of offers.

SNCF Connect offers in the name and on behalf of its commercial partners, via a remunerated distribution mandate, their offers.

These partners include, but are not limited to:  

• SNCF VOYAGEURS,
• Flixbus,
• COMUTO.

All bookings are made directly with these partners. The passenger enters into a contract with the partner and payments for services are made directly to the partner or to SNCF Connect, acting in the name and on behalf of its partners.

Update

In order to offer its customers the best offers, SNCF Connect uses booking databases in real time, by direct access to each operator's booking system. Our search engine is therefore a gateway between users and the said systems.

II. INSURANCE AND GUARANTEES

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

Consequently, SNCF Connect recommends that You take out an insurance policy covering the consequences of certain cases of cancellation.

To this end, different insurance formulas are offered to You on the Website. They have been taken out with MONDIAL ASSISTANCE Travel Insurance companies.

The risks covered by these policies, as well as their cost and the amount of guarantees, are indicated on the Website for information purposes. If you take out an insurance policy, the insurance policy, that you accept, is accessible via a hypertext link appearing on the Order description.

Claims must be made directly to the insurance company concerned, in accordance with the terms and conditions of the insurance policy.

If You have a previous guarantee for the risks covered by the insurance taken out, You have the option of cancelling this insurance free of charge, on presentation of supporting documents, within a period of 14 days from it being entered into and as long as no guarantee has been implemented.

III SETTLEMENT OF DISPUTES

For rail and bus services

All requests for information, clarifications and order tracking should be sent to SNCF Connect Customer Service, using the electronic form on the Website or by telephone on 09 70 60 99 60 (cost of a local, not premium-rate call).

Complaints should be sent to SNCF Connect Customer Service by post to 1 / 3 RUE CAMILLE MOKE, CS 20012, 93212 LA PLAINE SAINT DENIS CEDEX.
After contacting Customer Service and in the absence of a satisfactory response within three months, the customer may refer the matter to the SNCF VOYAGEURS ombudsman or the Tourism and Travel ombudsman whose contact details and referral procedures are available on its website: www.mtv.travel.

Similarly, in accordance with the provisions of the French Consumer Code concerning the amicable settlement of disputes, SNCF Connect endorses the FEVAD (e-commerce and distance selling federation) e-commerce ombudsman service, whose contact details are as follows:

FEVAD BP 20015 - 75362 PARIS CEDEX 8   – https://www.mediateurfevad.fr/

After prior written approach of consumers to SNCF Connect, the Ombudsman service can be contacted in writing for any consumer dispute whose settlement has not been successful.

To find out how to refer a matter to the Ombudsman click on: https://www.mediateurfevad.fr/index.php/espace-consommateur-close/

The customer may refer the matter to the European ombudsman whose contact details and referral procedures are available on the website https://ec.europa.eu/consumers/odr/

For other services

All requests for information, clarifications and order tracking must be sent to the Customer Service of the Partner concerned which made the sale and provided the Service.

Similarly, in accordance with the provisions of the French Consumer Code concerning the amicable settlement of disputes, SNCF Connect endorses the FEVAD (e-commerce and distance selling federation) e-commerce ombudsman service, whose contact details are as follows: Médiateur de la consommation FEVAD BP 20015 - 75362 PARIS CEDEX 8   https://www.mediateurfevad.fr.

After prior written approach of consumers to SNCF Connect.com, the Ombudsman service can be contacted in writing for any consumer dispute whose settlement has not been successful.

To find out how to refer a matter to the Ombudsman

The customer may refer the matter to the European ombudsman whose contact details and referral procedures are available on the website https://ec.europa.eu/consumers/odr/

IV RIGHT OF WITHDRAWAL

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

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

For the SNCF Cards (Carte Avantage Jeune, Carte Avantage Senior, Carte Avantage Adulte, Carte Liberté and 2nd or 1st class weekly or monthly Pass) 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.

Consequently, any SNCF Card that You have purchased on the Website and that you have not yet claimed to buy a ticket may be cancelled via the “My tickets” section. SNCF will fully refund the amount of the SNCF Card to the bank card used to make the purchase as soon as possible.