Last updated at 2nd June. 
The information below is updated regularly and therefore details continue to evolve. 

 

TAKING ACTION TO PROTECT YOU  |   SPECIFIC CONDITIONS FOR TRAVEL ON TER   |  INFORMATION ON EXCHANGES AND REFUNDS 

|  FRENCH GOVERNMENT MEASURES  |  TRAFFIC  |  QUESTION/ANSWER
 

SNCF is contributing to the health and safety of France and as part of the overall lifting of restrictions which will happen progressively. 


The restrictions on trips have now been lifted and therefore you can book for trips across the whole of France. Face masks must be worn in the stations and on trains. 


For more information on current travel arrangements, visit the official government website


TGV INOUI, INTERCITES and OUIGO trains open for booking are guaranteed to operate. SNCF has ensured extra cleaning measures are in place in the station and onboard trains to conform with French government measures. 


In order to respect social distancing measures onboard TER trains, certain new rules to access the train for some regions are now in place. Find out more

 

Finally, if you are required to use the Transilien network during your trip, we remind you that you must:

  • Bring an employer certificate on certain slots of the day
  • Wear a mask throughout the journey
  • Bring your valid ticket accompanied by an identity document
  • The employer certificate is required for travel between 6.30 a.m. and 9.30 a.m. and between 4 p.m. and 7 p.m.

For more information, visit the french Transilien website.

 

TAKING ACTION TO PROTECT YOU

Picto masqueRespect the rule of wearing a mask for both staff and fellow passengers 

•    Where possible, the access to the train station, train and points of sale will be filtered. Clients not wearing a mask will not be allowed to board the train. For any clients who who do not have a mask, masks will be on sale in the station and the surrounding areas. 
•    All of the train agents on board are equipped with masks to ensure the protection of everyone 

Picto nettoyage mainsWe guarentee you will be able to wash your hands on the train, in the station and at points of sale

•    In the station as well as at points of sale, hand sanitiser will be made availble for both staff and clients 
•    On board the train a full disinfection procedure (fumigation,…) will be carried out in the case of any suspected infections. The cleaning of trains has been increased and all contact surfaces are disinfected with a virucide product a number of times each day 

In order to fully respect social distancing measures which slow the spread of the virus, the number of seats available on board each train is limited to one out of two seats. Each passenger will therefore have two seats instead of one. 

picto trains cleaning   Intensive cleaning of trains, stations and boutiques

•    The cleaning in the SNCF boutiques has been increased and protective glass has been installed
•    Onboard, a disinfection procedure (fumigation) will happen for any suspected cases of infection. Cleaning has been increased and all contact surfaces will be disinfected with a virucide product a number of times each day.

 

SPECIFIC CONDITIONS FOR TRAVEL ON TER

The traffic information will be available the day before departure from 5pm on the Assistant SNCF and the website of each TER region. You will also be able to see the TER trains that are full or very busy. 

•    The access coupon: this is an extra measure in place to regulate the amount of passengers on each TER
In order to respect social distancing measures onboard TER, special measures are in place in order to access trains in the following regions: Occitanie, Hauts de France, Centre Val de Loire, Normandie et Bourgogne Franche Comté. This will be from the 11th May onwards. Access to very busy trains will be controlled.

To board these trains, you will need to have the access coupon as well as your train ticket (ticket or subscription). The coupon is available for free on the Assistant SNCF or the website of each TER region. The list of trains with limited access can be found on the TER website. 

•    How to get an access coupon?
The coupon is nominative and limited to 1 return journey per day to allow everyone to travel. It is available for free on the Assistant SNCF or the website of each TER region. The list of trains with limited access can be found on the TER website. 
•    Centre Val de Loire | Normandie | Hauts de France | Bourgogne Franche Comté regions: coupons are available 3 days before departure 
•    Occitaine region: coupons are available 6 days before departure 

The number of coupons are limited per train, make sure you have a coupon before booking a train ticket. 

The coupon will not be sold in the station: we therefore recommend that you prepare your journey in advance and remember to print and bring your coupon with you before going to the station.

For the Hauts de France region, we remind you that the access coupons for Paris- Amiens - Boulogne et Paris - St Quentin - Maubeuge – Cambrai are available directly on the OUI website. Follow this step by step guide of how to get your coupon:

The booking is done in 2 phases:

1.    Add your coupon:
Select the coupon showing at 0€ by cliciking on ‘Select this outbound journey’

2.    Add your ticket:
Once the coupon is in your basket, you need to add your ticket by clicking on ‘Add a ticket’

Start a new search and select the new trip showing at 0€, then add your chosen type of ticket. Click on ‘Select this outbound journey’ in the block on the right. You can thing finalise your booking. 
 

QUESTION/ANSWER TER

•    I have a train with a TGV INOUI / TER connection, am I concerned by the coupon system?
Even in the case of an TGV INOUI / TER connecting journey, you must obtain a €0 coupon in addition to your ticket for your TER journey. This coupon operation concerns the Occitanie, Hauts de France, Center Loire Valley, Normandy and Bourgogne Franche Comté regions. These €0 coupons are available when you buy a ticket on OUI.sncf.

•    How can I get a confirmation that my TER is going to circulate?

3 days before my journey, I can be sure that the TER available for booking on OUI.sncf will circulate.

•    I do not see my train available for booking on OUI.sncf.?

You are potentially in one of the cases below

- Your train is not running

- Your train is running but the coupon quota for this train has been reached

- At the margin, some trains are not available on OUI.sncf but can be booked on the SNCF Assistant or on the TER site in your region.

•    Why is access to trains limited?
Some TER trains are very busy during peak hours. In order to respect social distancing measures, it is necessary to regulate the access to TER trains before passengers arrive in the station to avoid any large crowds. 

•    Is the access coupon a booking?
No. The coupon  gives you access to the train in conditions that respect social distancing enforced by the French government. It does not count as a ticket or a seat.

•    Why is it only on sale via digital platforms?
The aim of this new measure is to control the amount of passengers onboard but also in the station in order to avoid crowds. Passengers who come to the station must have the coupon as well as their ticket. 

•    What about people who don’t have access to the internet?
SNCF recommends that anyone without internet or with difficulties to contact the customer service team of each region who will be able to assist them to obtain their coupon. 

•    I bought my ticket on a TER machine, how do I get my coupon?
You have to go to the TER website or the SNCF app to get the coupon

•    Why are tickets not sold with coupons?
The TER sales systems are not adapted to sell the coupons with tickets. The coupon is a special measure put in place to respect social distancing

•    Will there be an inspection onboard or at the station?
Yes. Filtering will happen in the some stations by police services and SNCF security agents. 

•    Do frontline medical staff, who can travel for free, have to obtain a coupon? 
Yes. All passengers must have a coupon to travel

•    I cant find any available coupons on the TER website?
This means that the coupons are out of stock and that the train is full

•    When will the coupons be available?
The coupons will be for sale 3 days before departure (6 days before in Occitanie region)

•    Why are coupons not required in every region in France?
Each region is different. The amount of passengers and requirements vary greatly depending on the region or line. Some regions have opted to reserve trains for subscribed passengers only. The majority of regions using the coupons are TER that serve the Paris area. Simply restricting travel to subscribers was not enough. 

•    What should I do if I already have a TER ticket but there are no coupons left?
If there are no more coupons available for your train, we invite you to go to the TER website of your region and request an exchange or refund of your ticket. 
 

 

 

INFORMATION ON EXCHANGES AND REFUNDS UNTIL 31 AUGUST

Visuel résa OUI

Point of sales in stations and boutiques reopen progressively from the 11 May. We allow you to manage your reservations with all the flexibility you need and with complete peace of mind from your home:


•    In a few clicks, you can exchange or cancel your ticket free of charge before departure and for trips until August 31.

•    You can hold a ticket with a small deposit and pay the full ticket later

In addition, if you have a SNCF card or subscription, its period of validity is extended until August 31, 2020 to allow you to take full advantage of it. To find out more, go to the dedicated page.


Find all of our commercial measures for the majority of carriers below:
NB: for OUIGO refunds, visit this page 

TGV / INTERCITES / OUIGO 

All journeys with TGV INOUI and INTERCITÉS can be canceled without charge before the departure of your train, up to and including 31 August.

In the event of an exchange, if the price of the new ticket is higher, the price difference will be your responsibility.
All trips with OUIGO are exchangeable and cancellable up to and including 31 August, without charge until 1:30 am before the departure of your train.


Here's how:

•    TGV INOUI and INTERCITES: exchange or cancellation of your tickets can be done up until the departure of your train via the ‘My bookings’ section or via the ‘My trips’ section on the mobile app. 

If you make your request after the departure of your train or you have an issue cancelling your ticket, you can request a refund via the Customer Service, within 60 days, using the following SNCF form

•    OUIGO: exchange free of charge up to 1h30 before the departure of your train from this link. To cancel and obtain the reimbursement of your ticket free of charge (up to 1h30 before the departure of your train), complete this form


TER 

•   TER tickets in connection with a TGV or INTERCITES route: all trips up to and including 31 August may be canceled without any charge until the train departs. You can do this from the "My booking" section of the site. In the event of an exchange, if the price of the new ticket is higher, the price difference will be your responsibility.

If your request is made after the departure of your train or you cannot cancel your ticket, you can request a refund from the Customer Service only, within 60 days, via the SNCF complaint form.


•    TER ticket without a connection: trips between the 09 May and the 30 April can receive a full refund on the condition that the request is within 60 days from the 11 May. 
- Tickets in paper form: please go to the station or an SNCF boutique 
- E-tickets: go to the regional TER website and ask the Customer Service 

EUROSTAR

RESUMPTION OF TRAFFIC

Due to the current health conditions, Eurostar has reduced its offer and adapted its transport plan. The reduced transportation plan will allow people who have to travel to be able to do so, as part of a minimum service. Find all the information on Eurostar traffic here.

Specific measures

Passengers are required to wear a mask or alternative, covering the nose and mouth at stations and on board. To protect travelers and staff, Eurostar has taken exceptional hygiene measures to ensure a high standard of cleanliness and hygiene.

Train cleaning processes are strengthened, and resources increased to ensure that the trains have sufficient stocks of soap and toilet paper. The water tank levels are checked regularly, so you can wash your hands as often as possible.

Finally, special attention is paid to cleaning frequently affected areas that are regularly disinfected, such as tables, handles and grab bars.

Changes to the seating of Eurostar passengers have been made to allow more space on board. In order to free every other seat, the location of certain passengers on board the train had to be changed. If this is your case, you will be given a yellow ticket when you pass through the station access gates.

Make sure to keep this ticket and go to the designated place to leave enough room for everyone. If you are traveling as a couple or a family, you can stay together. However, make sure you'll respect the rules of social distancing.


If you are traveling to or from France, you must fill out two forms - a derogatory travel certificate and an international travel certificate. This is available on the 'ministre de l’Intérieur' website

You can download the certificates here.

Commercial measures:

Passengers effected by a cancelled train can request an E-voucher or a free exchange in the same comfort class as the reservation, for trips until 1 June (without exchange fees , or price difference):

  • The E-voucher is available by filling out this form
  • If you do not wish to avail of the E-voucher you are entitled to ask for a refund via our customer service team, however the wait times are significantly longer.
  • To exchange your ticket, you can process the request on Eurostar.com (excluding tickets with Eurostar + SNCF ticket combined).

TGV INOUI TO ITALY

RESUMPTION OF SERVICES
The TGV trains between Italy and France will resume progressively with changes to travel conditions. As a result of the health emergency in place in France and Italy, entry restrictions exist between France and Italy by both governments. 
Only passengers with a valid ticket, a certificate to move around and a valid reason to travel are permitted to travel. If passengers do not have these documents or have a temperature of over 37,5 degrees, their travel may be declined (see entry conditions to Italy). 


TRAVEL TO ITALY FROM FRANCE
In France, only passengers with a valid professional or urgent family reason can travel distances of above 100km until the 02 June. 
Download the French certificate required
To enter Italy, passengers are only authorized to travel for professional or urgent health reasons or to return home until the 2 June
Download the Italian certificate required here 
Travelers arriving in Italy will be required to follow these obligations: 
•    Inform local authorities (list can be found on the Health ministry’s website: http://www.salute.gov.it/nuovocoron) and self-isolate for a period of 14 days. People entering the country for professional reasons must also self-isolate on the condition that their trip is longer than 72 hours
•    Do not use public transport to get home or to the place of self-isolation
•    Have a temperature of lower than 37,5

Upon arrival in Italy, there will be inspections of certificates and temperate checks. It is highly recommended that passengers take their temperature before travelling and ensure that it is below 37,5 degrees. 
The Italian authorities will be notified in the case of missing documents or in the case of high temperatures (above 37,5) and if they see fit, they can remove passengers from the train. 

TRAVEL TO FRANCE FROM ITALY
In Italy, only passengers with a valid professional or urgent family reason or people returning home can travel to Italy until the 2 June 2020. 
Download the Italian certificate required here 
To enter France, you must have the required documentation for international travel. This is available on the French government’s website. 
Download the certificate here 
Currently, there is no imposed self-isolation for people arriving in France. 

COMMERCIAL MEASURES:
All trips until the 31 August included can be exchanged or cancelled free of charge via the ‘My bookings’ page
If your request is made after the departure of your train or you cannot cancel your ticket: you can request a refund online via the SNCF complaint form using the option ‘I did not use my ticket’ 

TGV INOUI TO BELGIUM, TGV INOUI TO LUXEMBOURG, TGV INOUI TO GERMANY, TGV INOUI TO FRIBOURG

RESUMPTION OF THE TRAIN TRAFFIC

The train traffic between France and Germany, Luxembourg and Belgium is gradually resuming. But in the context of the implementation of the state of health emergency in France and more generally in Europe, restrictions on entry and further travels have been made. Only customers with a ticket, their derogatory travel certificates and a legitimate reason are allowed to travel.

TO TRAVEL TO FRANCE FROM BELGIUM GERMANY OR LUXEMBOURG

To enter France, you must present an international travel certificate. This is available on the website "Ministère de l’Intérieur". Download the certificate when you travel from abroad to France here.
To date, there is no isolation measure planned on arrival in France.

TO TRAVEL TO GERMANY FROM FRANCE

In France, only trips for professional reasons or imperative reasons are authorized for distances of more than 100km, and this until 02 June. Download the French Interior Ministry’s travel certificate.
Travelers arriving in Germany also remain subject to the following obligations:

- A fortnight is imposed on travelers arriving in Germany and coming from abroad. More information here

TO TRAVEL TO LUXEMBOURG OR BELGIUM FROM FRANCE

In France, only trips for professional reasons or imperative reasons are authorized for distances of more than 100km, and this until 02 June. Download the French Interior Ministry’s travel certificate.

Travelers arriving in Luxembourg or Belgium also remain subject to the following obligations:

- Wearing a mask is compulsory where the distance of 2 meters between people is not possible, in particular in public transport and shops. Find here all the information concerning the destination of Luxembourg and that of Belgium/.

COMMERCIAL MEASURES

Before departure and for your trips up to and including 31 August, you can exchange and cancel free of charge via the ‘My bookings’ page. For all requests after the departure of the train, please request a refund via the online SNCF complaint form with the reason: "I did not use my ticket".

TGV LYRIA

Following the recent announcements by the French and Swiss governments, on the implementation of a partial deconfinement, TGV Lyria's traffic is gradually resuming, from Monday 11 May.

Find all the information here: https://www.tgv-lyria.com/fr/fr/timetables-and-fares/traffic-information

From 11 May, wearing a mask is mandatory on TGV Lyria trains.

You can find travel advice from the competent national authorities:

France: https://www.diplomatie.gouv.fr/en/

Swiss: https://www.bag.admin.ch/bag/en/home/krankheiten/ausbrueche-epidemien-pandemien/aktuelle-ausbrueche-epidemien/novel-cov.html

Travelers must verify that their reason for travel is authorized, and have adequate certificates (see below).

Anyone traveling on French territory, including from abroad, must carry a certificate of derogatory travel or proof of professional travel.

Please note: we recommend that you anticipate your time of departure / arrival at the Geneva and Basel stations, following a strengthening of border controls.

Catering on board is not guaranteed. In addition, the BUSINESS 1st service is currently suspended and will resume on 23 August, 2020.

COMMERCIAL MEASURES

In order to offer maximum flexibility to its passengers, TGV Lyria implements commercial measures, for any journey between 9 March and 31 August inclusive:

- Before the departure of the train: reimbursement free of charge and exchange free of charge (excluding possible price difference) via the "My bookings" tab.
- After the train has left: online reimbursement on SNCF customer service via SNCF.com > "SNCF is listening to you"> "Complaints"> reason: "I have not used my ticket".

RENFE SNCF IN COOPERATION 

Trains are currently not running between France and Spain. Trains cannot be booked until the 24/06. All passengers who have a ticket for trains that are cancelled up to the 24/06/2020 can request a full refund. This can be requested via the ‘My orders’ page of the website. If your train has already departed you can request a refund via the SNCF complaint form.

THALYS

It is now obligatory to wear a mask onboard Thalys trains. 

The Thalys train traffic is gradually resuming. In the context of the state of health emergency in France and Belgium, entry and circulation restrictions have been made. Only customers with a ticket, their derogatory travel certificates and a legitimate reason are allowed to travel.


Find information about traffic here:

Until 8 June
•    1 round trip Paris-Brussels per day
•    1 round trip Brussels-Amsterdam per day


From 9 June to 11 July

- 1 round trip Paris-Brussels per day
- 1 round trip Brussels-Amsterdam per day
- 1 round trip Paris-Dortmund (from 15 June)
- Resumption of the IZY, 1 round trip from Paris to Brussels every weekend (from Friday to Sunday)

TO GO TO FRANCE FROM BELGIUM

To enter France, you must present an international travel certificate. This is available here. Download the certificate to travel from abroad to France.
To date, there is no isolation measure planned on arrival in France.

TO GO TO BELGIUM FROM FRANCE

In France, only trips for professional reasons or imperative reasons are authorized for distances of more than 100km, and this until 02 June. Download the French Interior Ministry’s travel certificate.
Travelers arriving in Luxembourg or Belgium also remain subject to the following obligations:
- Wearing a mask is compulsory where the distance of 2 meters between people is not possible, especially in public transport and shops. Find all the information concerning the destination of Luxembourg and that of Belgium.

COMMERCIAL MEASURES

For all trips planned between 18 May and 11 July:

• Postponement of the trip, compensation rate, over a period of one year from the date of the initial trip (on the same destination and same comfort class).
• Refund if requested up to 1 month after the scheduled departure date.

For all trips planned before 17 May included:
If the train is running
• Postponement of the trip, compensation price, if requested up to 30 days before departure (on the same destination and same comfort class.)
• Refund if requested up to 30 days BEFORE departure

If the train is deleted
• Postponement of the trip, compensation price, over a period of one year from the date of the initial trip (on the same destination and same comfort class).
• Refund if requested up to 30 days AFTER departure

All purchases after 1 May 

• Postponement of the trip, compensation price, if requested up to 30 days before departure and depending on the sales horizon. (on the same destination and same comfort class)
• Refund according to tariff conditions


For any purchase made from 1 May, Thalys guarantees the exchange free of charge up to 30 days before the departure scheduled on the initial ticket, for journeys from June. Even on a train that will actually run. Customers can therefore book with more serenity!


For a free refund, go to:
•    The online form available on the SNCF website: SNCF complaint form.
•    By post via the address: Service Relation Clients SNCF, 62 973 ARRAS Cedex 9

BLABLABUS, BLABLACAR

BLABLABUS 

Blablabus services are currently suspended in France and the rest of Europe

All travelers with tickets for suppressed traffic have received a voucher valid for 1 year on our partner's website. More information on BlaBlaBus.com.

BLABLACCAR 

Carpool is available for those who need to get around.

SPECIFIC MEASURES FOR BLABLACAR 

From the 11th May, trips in car sharing need to respect the following conditions:

  • All passengers in the car must wear masks and respect the barrier guidelines

  • A driver can only transport one passenger, seated in the back of the car

  • For journeys further than 100km from home, everyone must have the correct certificate for the professional or imperative family reason.   More information on BlaBlaCar.fr.

 

FRENCH GOVERNMENT MEASURES

SNCF is contributing to the health and safety of France and as part of the overall lifting of restrictions which will happen progressively. 

The restrictions on trips have now been lifted and therefore you can book for trips across the whole of France. Face masks must still be worn in the stations and on trains. 

TGV Inoui, Intercités and OUIGO open for booking are guaranteed to travel. To allow you to travel in complete safety, SNCF has continued to implement exceptional and reinforced health measures in stations and on board trains in accordance with government directives.


For more information on current travel arrangements, visit the official government website.

 

 

 

TRAFFIC

Visuel train

Train traffic has been reduced to the strict minimum, to allow essential services and goods to circulate.

To ensure your protection as well as that of your fellow passengers, we advise you to wear a mask for your train journey and any movement in the train stations. 

• If you have a ticket, you will be contacted by email or SMS before your trip to inform you if it is confirmed or cancelled. This specific information takes precedence over any other information you may obtain elsewhere.

You can check the train traffic on SNCF.com 3 days before your trip at 5 p.m. Just enter your train number.


OUI.sncf, l'assistant SNCF (in France only) and the traffic information on SNCF are updated at 5pm every day and give a reliable source of the traffic 3 days before your journey. 

Exchanges and refunds can be carried out online via the dedicated page of our website.

SNCF SERVICES

In the context of the COVID 19 health crisis and within the framework of the national deconfinement protocol decreed by the public authorities, we are able to announce the gradual resumption of reservation services and assistance at the station for people in situations of handicap and reduced mobility.

In this situation, taking into account the reduced transport plans and the limited number of places on board the trains, we encourage customers to postpone their trip. If you cannot postpone your trip, we recommend that you book your assistance in advance so that you are guaranteed to be taken care of.

In order to protect you and our agents, the terms of the assistance service for people with disabilities and reduced mobility are temporarily adapted. So :
- Wearing a mask is compulsory: be careful, if you are not equipped with a mask, the service will be refused
- The carrying of the luggage is suspended: thank you for bringing only luggage that you can transport yourself.

It is again possible to book your accompaniment, in certain stations, within the usual deadlines with carriers. 

Customers arriving at the station without booking assistance will be supported as far as possible.

  • Grand Voyageur lounges and on-board catering will be unavailable until further notice. Remember to take your precautions before the trip.
  • The Home-Train service is currently suspended until further notice.
  • In the health context of COVID 19, Junior & Cie is suspended at least until 7 June inclusive. We hope to be able to resume this service beyond this date on some of the destinations first, then on all of the Junior & Cie destinations from the summer holidays, while ensuring compliance with sanitary measures.
  • The Mon Chauffeur service: to reserve a taxi / VTC for journeys in the city and from the station is open. Our drivers have implemented sanitary measures to protect you.

 

QUESTION/ANSWER

I have return ticket where the first leg is TGV and the way back is OUIGO, how can I get a refund?

For the TGV leg, you can request a refund via the ‘My orders’ page to cancel your ticket and receive your refund. For the OUIGO leg, please go to this dedicated page to receive your refund.

You can find the full list of commercial measures for all carriers below. If you are travelling with a mix of different carriers please follow the procedure for each carrier.

It is already passed the departure date on my ticket and I can’t cancel it!

If the departure date on your ticket has already happened, please use the SNCF form to request a refund.

Last modified at Tue, 06/02/2020 - 14:25

See similar questions

All our Help topics

Booking