Key points to remember
We explain how to make a complaint concerning :
- the travel experience: cancelled or delayed trains, comfort on board.
- Booking on SNCF Connect: difficulties when paying, exchanging or cancelling your ticket.
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Trains cancelled or delayed, comfort on board... how do I make a complaint ?
Please have your ticket reference ready, then submit your request via the Request and Claim page | SNCF Voyageurs. You have up to 90 days after your trip to make your request.
If you have difficulty using the form, call 36 35, 7 days a week, from 8am to 8pm (free service + cost of a call).
Good to know: The train manager is your personal contact during your trip. Don't hesitate to contact him if you have any problems on board the train (cleanliness, wifi, electric outlets, etc.). He'll be able to help you and suggest solutions if you need them.
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Rules and time limits for refunds
The conditions and time limits for refunds depend on the train company and the type of ticket.
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Train delays
You may be entitled to compensation if your train is delayed.
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Traffic disruption
In the event of major disruption, exchange and refund conditions will be made more flexible.
Would you like to make a complaint for payment, exchange or cancellation on SNCF Connect ?
If you have a complaint about a reservation on SNCF Connect, go to our dedicated pages. You have up to 1 year after your trip to submit your request.
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Payment problems
Can't complete your order? There are several reasons for the difficulties encountered.
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Exchange and refund
You can exchange or cancel your ticket if fare conditions allow. Remember to check the after-sales conditions.
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Travel documents
Can't download your travel document? Find all the information you need to access your proof of travel.
Questions / Answers
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You can find your file reference by entering the email address used to make the booking, as well as the month and year of the order on this page. You can also download the complaint form, fill it in and send it by post.
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File a complaint on the contravention.sncf.com website.
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If one of your trains is delayed or cancelled, you have specific rights. Check your rights. For all other complaints, contact the train company's customer service department.
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To follow up your complaint filed with SNCF Voyageurs customer service:
Have your request reference sent to you by e-mail and in the form R + 8 digits ready.
Go to the tout-oui.sncf.com website, then click on "Start the conversation"
Click on "Others", "My request" then "Follow up my request" and follow the instructions.
To follow up your request sent to the SNCF Connect customer service via the contact form, simply reply to the acknowledgement of receipt received by e-mail. A reminder will be automatically generated.
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