Key points to remember
Has your train been delayed? Find out here about the compensation available for each type of train and the procedure to follow to receive it. This information concerns only journeys without connections.
For your connecting journeys, you will benefit from specific rights from 7 June 2023. Read about your rights
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Compensation for TGV INOUI, TGV International or INTERCITÉS
Get an online voucher if your train is more than 30 minutes late, whatever the reason, as part of the G30 guarantee. If it is more than one hour late, you can request compensation in the form of a bank transfer.
The trains concerned are:
- National TGV INOUI trains. If you have a MAX JEUNE ‘forfait’ and your train is more than 30 minutes late, MAX JEUNE offers you a transferable €5 voucher.
- International TGV INOUI trains (TGV Lyria, TGV France-Italy, TGV INOUI France-Spain, DB-SNCF in cooperation, TGV Brussels/Provinces in cooperation with SNCB, TGV France-Luxembourg, TGV Paris-Freiburg im Breisgau
- INTERCITÉS with or without mandatory booking.
Here is the compensation rates for national TGV INOUI and INTERCITÉS trains:
| Length of delay | Compensated amount |
|---|---|
| Less than 30 minutes | No compensation |
| Between 30 minutes and 2 hours | 25% |
| Between 2 hours and 3 hours | 50% |
| 3 hours and + | 50% |
If your train is delayed between 30 minutes and 1 hour, you will receive a voucher.
Between 1 hour and more than 3 hours, you will receive a voucher or bank transfer, depending on your choice.
Here are the compensation rates for International TGV INOUI trains:
| Length of delay | Compensated amount |
|---|---|
| Less than 30 minutes | No compensation |
| Between 30 minutes and 2 hours | 25% |
| Between 2 hours and more than 3 hours | 50% |
If your train is delayed between 30 minutes and 1 hour, you will receive a voucher.
Between 1 hour and more than 3 hours, you will receive a voucher or bank transfer, depending on your choice.
Good to know
Have you heard of the INTERCITÉS Punctuality Guarantee?
In the event of disrupted traffic on the Paris - Clermont-Ferrand and Paris - Limoges - Toulouse daytime lines, the INTERCITÉS Punctuality Guarantee applies. If you have an active package for the month and line concerned, you will receive compensation of 20% of the price of your monthly voucher. If you are eligible, you will receive an e-mail from the SNCF Voyageurs Customer Relations teams. Find out more about INTERCITÉS punctuality guarantee.
How to submit a request
To benefit from your compensation in the event of a TGV or INTERCITÉS train delay, make sure you have the file reference and submit your request online.
Other train companies
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You don't have to make any requests to receive the compensation - it's done automatically!
If your train is delayed by more than 1 hour, you will receive a text message confirming the exact period of delay and the amount of your voucher.
If your train is delayed between 1 and 3 hours, you will receive a voucher directly.
Here are the compensation rates for OUIGO trains: "
If you have not received your voucher within 15 days of your journey, please contact OUIGO customer service. Contact Customer Service
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For any delay of 1 hour or more, you are entitled to a voucher or bank transfer.
Check the compensation rates if your Eurostar is delayed.
Click here for the terms and conditions for using Eurostar vouchers.To receive your compensation, please have your booking reference and your TCN number ready, and go to the Eurostar website within 3 months from the date of the delay. Submit your claim
How can I find my TCN number for an Eurostar journey?
To submit a delay compensation claim to Eurostar, the TCN number (ticket number) is required. You can find it directly on the Eurostar website by following these steps:
- Go to eurostar.com
- Click on Manage your booking
- Enter your PNR (booking reference) and your last name (these details are available in SNCF Connect)
- In the Fare conditions section, expand the passenger details
- You will then find the ticket number, which corresponds to the TCN number.
The TCN number is mandatory in the Eurostar form in order to submit a delay compensation claim after the journey.
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Delays and compensation are managed by each region.
If your TER is delayed, submit your complaint to customer services via the ""Service & Contacts"" section of the relevant region's website.
Do you need proof of delayed train for your employer or the authorities? Submit your request directly online:
• choose your region,
• click on ""Services and contacts”,
• go to ""Delay confirmation"",
• fill in the information requested.
Are you travelling with a connecting train?
If your journey includes a TGV INOUI and TER connection, use the TGV INOUI & INTERCITÉS complaint form for your entire journey.
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