Last updated at 29 September. 
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
 

Travel restrictions are now lifted, so you can book with confidence for your trips throughout France.

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.

 

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.

 

FREE EXCHANGES AND CANCELLATIONS UNTIL 01 NOVEMBER*

Visuel résa OUI

* For TGV INOUI, Intercités, OUIGO and TER in correspondence.

 We allow you to manage your reservations with all the flexibility you need and with complete peace of mind from your home:


•    In just a few clicks, you can cancel your TGV INOUI, OUIGO, TER in connection and INTERCITES ticket free of charge before departure and for trips until 01 November. Offer valid whatever the fare conditions of your tickets.

•    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 01 November, 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 01 November.

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 01 November, 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 01 November 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

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.

Essential info for travel to the UK

Quarantine: If you're travelling to the UK from Belgium you'll need to self-isolate for 14 days on arrival. If you're travelling to the UK from France and the Netherlands on or after Saturday 15 August, you'll also need to self-isolate for 14 days on arrival. Find out more here   

Passenger Locator Form: When travelling to or returning to the UK please note that ALL passengers aged 18 years and over including UK nationals and residents are legally required to complete a Public Health Passenger Locator Form.                                                                                                                                                                   

The form must be completed online within 48 hours of departure.

You will need to show your completed form to the UK authorities. Checks might happen on departure or arrival on your way to the UK.

Some people are exempt from completing this form. You will find the list of exemptions here. 

If you’ve booked on behalf of other people, you’re also responsible for ensuring all members of your party have completed the form.

You may receive a £100 fine from UK authorities if you fail to complete the form. 

If you’re returning to France afterwards: please note that you’ll have to fill in a mandatory government form even if you’re a French national or resident. Please see our “Essential info for travel to France” section for more information.

If you’re returning to Belgium afterwards: please note that you’ll have to fill in a mandatory government form even if you’re a Belgian national or resident. Please see our “Essential info for travel to Belgium” section for more information.

The latest information and guidance on these measures can be found at: https://www.gov.uk/uk-border-control

All customers are asked to follow and monitor public health advice on hand hygiene, face coverings, and social distancing. Find out more here

FCO travel advice should always be consulted before booking any travel.

If you’re unable to travel and have a booking up to 7 September, we’d like to offer you an eVoucher so you can re-book your trip for a later date. Or you can find out about your other options here

Essential info for travel to France 

Declaration Statement of the Absence of COVID-19 symptoms or contact with any confirmed cases: When travelling to or returning to France please note that ALL passengers aged 16 years and over including French nationals and residents must complete a Sworn Statement  requested by the local authorities to declare they’re free of COVID-19 symptoms and haven't been in contact with a confirmed case. Details of children under the age of 16 must be added to the same form as their parent or guardian. Please bring with you a printed copy of this form or a handwritten and signed version of it.
For travel to and around France, please read latest information here about current measures in place locally.
If you’re returning to the UK afterwards: please note that you’ll have to fill in a mandatory government form even if you’re a UK national or resident. 
QUARANTINE : Customers arriving into the UK from France will have to self-isolate for 14 days. Please see our “Essential info for travel to the UK” section for more information.
Please see our “Essential info for travel to the UK” section for more information.
If you’re unable to travel and have a booking up to 7 September, we’d like to offer you an eVoucher so you can re-book your trip for a later date. Or you can find out about your other options here

For travel to and around the Netherlands, please read latest information here 

If you’re returning to the UK afterwards: please note that you’ll have to fill in a mandatory government form even if you’re a UK national or resident. Please see our “Essential info for travel to the UK” section for more information.

Quarantine: If you're travelling to the UK from the Netherlands on or after Saturday 15 August, you'll need to self-isolate for 14 days on arrival. Find out more here

If you’re unable to travel and have a booking up to 7 September, we’d like to offer you an eVoucher so you can re-book your trip for a later date. 

Or you can find out about your other options here

Essential info for travel to Belgium

Passenger Locator Form: When travelling to or returning to Belgium, ALL passengers aged 16 years and over are legally required to complete a Passenger Locator Form. The form must be completed online within 48 hours of departure. 
Please note if you’re staying in Belgium less than 48 hours you won’t have to complete this form.
If you’re returning to the UK afterwards: please note that you’ll have to fill in a mandatory government form even if you’re a UK national or resident. 
QUARANTINE : Customers arriving into the UK from Belgium will have to self-isolate for 14 days. Please see our “Essential info for travel to the UK” section for more information.
For travel to and around Belgium, please read latest information here about current measures in place locally.
If you’re unable to travel and have a booking up to 7 September, we’d like to offer you an eVoucher so you can re-book your trip for a later date. Or you can find out about your other options here

Commercial measures:

If your outward journey was scheduled between Friday 13 March and Sunday 15th November, 2020, you can receive a refund in the form of an e-voucher or a free exchange in the same comfort class as the reservation ( without exchange fees). It will be valid for 12 months from the date of issue to travel to any Eurostar destination (subject to availability).

  • 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 we invite you to do it via 'my bookings'

For reservations made from 01/07/2020 you can exchange your tickets free of charge according to the conditions. Additional charge of € 40 / £ 30 per person / per way applies for exchanges within 14 days of original departure.

TGV INOUI TO ITALY

INCREASING THE FREQUENCY OF TGV TRAFFIC BETWEEN FRANCE AND ITALY

From 3 June, the frequency of TGVs between France and Italy increases, making it possible to reach 2 to 3 daily round trips.

TRAVELLING TO ITALY

From 22 September, new measures concerning entry into Italian territory will apply to travelers from the French regions below: Ile de France, Auvergne Rhône-Alpes, Corsica, Hauts de France, Nouvelle Aquitaine, Occitanie, Provence -Alpes-Côte d'Azur.
Travelers who have stayed in or transited through these French regions during the last 14 days must:
- Present the negative result of a molecular (PCR) or antigen test made in less than 72 hours or undergo an on-site test when arriving in Italy within 48 hours after entering Italian territory
- report to the regional health authority upon arrival here , by region.

Where to carry out the test on site?

Travelers should contact the local health agency in their region (list by region) to perform the test within 48 hours after entering Italy and self-isolate while awaiting the results.


What happens if the test is positive?

If the test carried out in Italy is positive, the traveler will be placed in isolation (in accommodation at their own expense) and will not be able to leave Italy again until after quarantine (lasting 14 days) and at the condition of two negative and consecutive tests carried out 24 hours apart (if the test happens to be positive again, the quarantine is extended). It is therefore preferable to take your test before arriving in Italy to avoid any inconvenience.

Are you coming from another French region?

Travelers from another region can enter Italy freely (including for tourism), and are not subject to quarantine and do not have to present a Covid test.

For all our travelers

When entering Italy, body temperature will be taken to verify that it does not exceed 37.5 degrees.
It is also recommended that our travelers change their mask every 4 hours, regardless of the model used.

For more information, read here.

COMMERCIAL MEASURES:
All trips until the 1 November included can be exchanged or cancelled free of charge via the ‘My bookings’ page

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 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

Train traffic between France, Germany, Luxembourg and Belgium is gradually resuming. In the context of the implementation of the state of health emergency in France and more generally in Europe, entry and travel restrictions have been put in place. Only customers with a ticket, their exceptional travel certificates and a legitimate reason are authorized to travel.

TO TRAVEL TO  GERMANY FROM FRANCE

Since 24 August, the Ile de France and Provence, Alpes, Côtes d´Azur regions have been classified "red zones" by the German authorities. Any traveler who has stayed during the last 14 days in an area classified at risk must comply, whatever his nationality or his usual place of residence, with the health measures that you can find here.

In addition, any person entering German territory from a country or a risk zone is subject to compulsory quarantine until the results of the PCR test which must be carried out within 72 hours following arrival on German territory.
Travelers who may have a negative PCR test carried out less than 48 hours before entering German territory and written in German or English are exempt.

TO TRAVEL TO LUXEMBOURG OR BELGIUM FROM FRANCE

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/.

TO TRAVEL TO FRANCE FROM BELGIUM AND LUXEMBOURG

To enter mainland France, you must present an international travel certificate. This is available on the website of the Ministry of the Interior.
Download the certificate of travel from abroad to France

To date, there is no isolation measure planned on arrival in France.

COMMERCIAL MEASURES

Before departure and for your trips up to and including 1 November, 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

The current situation taken into account, the TGV Lyria traffic conditions are likely to change.

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

Wearing a mask is mandatory on TGV Lyria trains.

Following recent announcements by the Swiss Federal Council, travelers from certain regions of France, including Île-de-France, will be subject to a 10-day quarantine upon entry into Switzerland....from Monday, 14 September and until further notice.

On the other hand, essential professional or medical trips of less than 5 days are not covered by this measure. Business trips within the framework of a sport or cultural event are also exempt from quarantine. Travelers from border regions are also excluded from this quarantine.

Please check the official websites for all the updated details:

• Swiss government: admin.ch
• French Embassy in Switzerland: ch.ambafrance.org

A negative test result does not end the quarantine.

Please note: we recommend that you anticipate the boarding times at Geneva and Basel stations, following strengthening of border controls.

On-board catering is well provided and the BUSINESS 1ère service has resumed since 30 August, 2020.

COMMERCIAL MEASURES

In order to offer maximum flexibility to its passengers, TGV Lyria implements commercial measures for any trip between 28/05 and 01/11 inclusive:

  • Before train departure: reimbursement is free of charge and exchange free of charge (excluding any difference in price) 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 didn't use my ticket".

RENFE SNCF IN COOPERATION 

RESUMPTION OF TRAFFIC

2 daily high-speed services between France and Spain operate until further notice


COMMERCIAL MEASURES

All trips up to and including 1 November can be canceled without charge before your train departs. In the event of an exchange, if the price of the new ticket is higher, the price difference will be your responsibility.

Any exchange or refund request can be made at the SNCF station and shop, at 3635 or via the SNCF complaint form.

THALYS

The safety, health and comfort of the passengers are at the heart of Thalys' concerns.

The cleaning of the trains is therefore reinforced and carried out on each arrival at the station, or several times a day.

We also inform you that wearing a mask is compulsory on the Thalys trains.

The circulation of Thalys trains is gradually resuming. However, the Belgian Ministry of Foreign Affairs placed Paris in a red zone on 26 August. Tourist trips from Belgium to Paris are therefore not authorized. Travelers from the Paris region, going to Belgium, are required to undergo a fortnight and a screening test. 

Find information about traffic here:

From 1 October
- 8 return trips between Paris and Brussels per day 
- 5 return trips between Paris-Brussels-Amsterdam per day
- 2 return trips between Paris-Dortmund (including 1 on Sunday)
- IZY trains 1 round trip from Paris to Brussels from Friday to Monday morning until 7 September

The PREMIUM class as well as the bar and catering car is again available.

COMMERCIAL MEASURES


Exchange and cancel your ticket free of charge until 31st December 2020.
Concerning tickets purchased before the 28/08/2020 and for travel from the 26/08/2020: 

Paris-Belgium

Travel postponement can be requested up to 30 days after departure, depending on availability (possible for travel in the same class of transport and for the same journey)
• Refund if requested up to 30 days after departure
 
For departures between 21/08 and 4/09:


Germany- Brussels

 Postponement of the trip can be requested, over a travel period of 4 months from the date of departure depending on availability (possible for a trip made in the same class of transport and for the same journey)
 
For departures between 24/08 and 4/09:


Germany- Paris 

Postponement of the trip can be requested over a travel period of 4 months from the date of departure, depending on availability (possible for a trip made in the same class of transport and for the same journey),


For other destinations 
Exchange and refunds available depending on terms and conditions of ticket:

 Mini rate: non-exchangeable and non-refundable

 Standard: Exchangeable free of charge until the train departure time indicated on the ticket. Any price difference between the old and the new ticket applies. 50% refundable in the event of cancellation before the departure time indicated on the ticket. Non-refundable after departure.

Comfort: Exchangeable free of charge until the train departure time indicated on the ticket. Any price difference between the old and the new ticket applies. 50% refundable in the event of cancellation before the departure time indicated on the ticket. Non-refundable after departure.


• Premium: 100% refundable in the event of cancellation before the departure time indicated on the ticket. 50% refundable after departure, within a maximum period of 2 months. Exchangeable free of charge until the train departure time indicated on the ticket. Any price difference between the old and the new ticket applies.


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 

Specific measures

• All buses are equipped with hydroalcoholic gel.
• Before booking, be sure to read the travel guidelines for the country you are going to.
• Passengers and the driver must wear a mask.

As of 22 July, it is mandatory for passengers traveling to the UK to complete a government self-certification form in order to enter the UK. You can find more information here.

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

BLABLACAR 

In order to respect the sanitary instructions, we recommend that you:

  • do not travel if you have symptoms
  • wear a mask at all times
  • keep a safe distance
  • do not shake hands

More information on BlaBlaCar.fr.

 

FRENCH GOVERNMENT MEASURES

The movement restrictions have now been lifted, however the SNCF continues to participate in the health and safety of France. Wearing a mask is obligatory in stations and on board trains. We also advise you to download and use the StopCovid app if you are in France. 

StopCovid is an app that is in line with the easing of restrictions plan of the French government. The objectives of this app are to protect oneself as well as others to prevent the spread of the virus and to avoid a second wave. 

In order for the system to function, all infected people must declare themselves via the app with a code given to them by their doctor or testing lab. Users that have been in contact with the infected person (who alerted in the app) will receive a notification of ‘Risk of exposure to Coronavirus’. 

For more information, visit the official website of the French government here.

 

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 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 mandatory.

We recommend that you book your assistance in advance so that you are guaranteed to be taken care of. Customers arriving at the station without booking assistance will be supported as far as possible.

  • TGV INOUI catering: The Bar is open. You can enjoy a wide choice of hot and cold dishes, drinks and snacks for a gourmet break.
    In order to welcome you safely in the current health context, wearing a mask is mandatory on board our trains, including in the Bar car. This can only be removed from time to time in order to restore you 
  • Intercités catering: From 4 July, Intercités' Parenthèse Gourmande catering service will be open. You can once again enjoy a cold drink or a meal on board directly served on your seat on the day trains, and you can benefit from the snack and breakfast service on the night trains. In order to ensure your safety and to comply with the sanitary standards applied in the fields of catering and take-out, certain adaptations have been made:
    • Return of the catering service, on all your usual lines, with all the products except croissants and pains au chocolat
    • All products offered on board are individually wrapped
    • To avoid paper cards on board, you can find the catering card
    • The pre-order service is temporarily suspended
    • The wearing of the mask is compulsory in the transport from 11 years old, so we invite you to put it on directly after your tasting.
  • The Home-Train service is currently suspended until further notice.
  • The Grand Voyageur lounges are now open.
  • You can now book your children's trip for this summer with the Junior & Cie service, on all destinations (subject to modifications to the TGV transport plan during the summer) and while respecting health measures for a trip safely. Our offer is again available for 4-14 years old for any trip from 27 June, the restriction for those under 6 years old have been lifted. Wearing a mask is compulsory from 11 years old.
  • The Mes Bagages service is again available for booking. All health measures are in place to protect you.
  • The My Chauffeur service to reserve a taxi / VTC for the city and station journeys is well 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, 09/29/2020 - 09:48

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