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If you wish to make a complaint regarding a delay, a lengthened journey or after your booking, you’ll be in the right place on our site :)

A complaint related to a delay or a train cancellation


To find out all you need to know about how to obtain compensation after a delay or cancellation, go to our special FAQ.

If you would like to make a complaint following your journey


If you would like to make a complaint relating to your journey (comfort on board etc), you should contact the customer services of the operator shown on your ticket.

For journeys on national TGV trains (except OUIGO) or international TGV trains (except Eurostar and Thalys):

  • Send a letter explaining your request to the following address: SNCF Customer Services - 62973 ARRAS Cedex 9, FRANCE Attach your 6 character document reference, as well as the original train tickets.

Once your complaint is complete, soon afterwards a letter will be sent to you from SNCF Customer Services to let you know the outcome of your request.

Refunds may be made in euros or in Bon Voyage points, depending on the type of complaint.
If you have a deferred debit account, the payment will be visible on your statement at the end of the month.

If you paid with a single-use bank card or a card which has expired by the day of cancellation, the payment will be made to your bank account. However, the time-frame for payment can be longer. If the payment is not apparent by the end of the month, contact your bank.

The current time-frame for processing a complaint may take several weeks.

For your journeys by Thalys (train travel between France, Belgium, Germany and the Netherlands):

  • Send a letter explaining your request to the following address:
    THALYS CUSTOMER SERVICE
    B.P.14
    B-1050 Brussels 5
    BELGIUM
  • Attach your 6 character document reference, as well as the original train tickets.


For journeys by Eurostar (between France, Belgium and England):
  • Send a letter explaining your request to the following address:
EUROSTAR TRAVELLER CARE
Kent House, 81 Station Road
Ashford
Kent
TN23 1AP
UNITED KINGDOM

  • Attach your 6 character document reference, as well as the original train tickets.


 For OUIGO journeys:

Contact OUIGO Customer Service directly,HERE.

A complaint after booking on our site

Contact our customer services via our contact form. With the question “What is the nature of your request?” select “A train journey”. Then, as the reason: “Complaint after journey”.

Send us your questions by E-mail

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