Last updated at 27 July. 
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 31 AUGUST*

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 31 August. 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 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

The restrictions put in place by each government are gradually easing, Eurostar will serve more destinations and gradually increase the number of services.

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.

QUARANTINE

From 10 July
Customers returning to or visiting England from France, Belgium and the Netherlands will no longer need to self-isolate on arrival. All customers, except those on a small list of exemptions, will still be required to complete a form to provide their contact information on arrival in the UK. The list of exemptions can be seen here.

Commercial measures:

If your outward journey was scheduled between Friday 13 March and Saturday 1st August, 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, or price difference). 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, you can process the request on Eurostar.com (excluding tickets with Eurostar + SNCF ticket combined).

For journeys between 2 August and 7 September, 2020 you can benefit from a reimbursement in the form of an e-voucher or make a free exchange until the departure of the train but the fare difference remains the responsibility of customer. If your train is canceled you can make an exchange without cost or fare difference or receive a refund in the form of an e-voucher.

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.

ENTRY MEASURE IN ITALY AND FRANCE

From 3 June, restrictions on entering Italy have been lifted, so you can book your trips to Italy with confidence.

From 25 May, to enter France from Italy, travelers must have a derogatory travel certificate and a sworn statement attesting that they did not have symptoms of covid-19 infection in the last 48 hours.

These documents are available on the website of the Ministry of the Interior. Download the certificate and the declaration on honor from the French Ministry of the Interior website here.

COMMERCIAL MEASURES:
All trips until the 31 August 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

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

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 30 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 

RESUMPTION OF TRAFFIC

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


COMMERCIAL MEASURES

All trips up to and including 31 August 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 Thalys train traffic is gradually resuming. In the context of the implementation of the state of health emergency in France and Belgium, entry and further travel 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:

From 12 July to 29 August
- 7 return trips between Paris and Brussels per day
- 4 return trips between Paris-Brussels-Amsterdam per day
- 2 return trips between Paris-Dortmund (including 1 on Sunday)
- Resumption of the IZY trains 1 round trip from Paris to Brussels every weekend (from Friday to Monday morning)

TO GO TO FRANCE FROM BELGIUM, THE NETHERLANDS OR GERMANY

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, THE NETHERLANDS, GERMANY FROM FRANCE
Travelers arriving in 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

Concerning tickets purchased before 23 June:


If the train is running:
- Postponement of the trip can be requested up to 30 days before departure and is subject to availability (possible for a trip made in the same class and for the same route)


- Refund according to ticket price conditions
If the train is deleted:
- Postponement of the trip can be requested over a period of one year from the date of the initial trip (possible for a trip made in the same class and for the same route)
- Refund if requested up to 30 days after departure

Tickets purchased after June 23:

- Mini rate: not exchangeable and non-refundable
- Standard Tariff: Exceptionally exchangeable at no charge, up to the time of departure (there can be a possible price difference between the old and the new ticket). Refundable at 50% in the case of cancellation before departure time. Not refundable after departure.


- Comfort rate: Exceptionally exchangeable at no cost, until the time of departure (possible price difference between the old and the new ticket). Refundable at 50% in case of cancellation before departure time. Not refundable after departure.


- Premium rate: 100% refundable in the event of cancellation before departure time. Refundable at 50% after departure, within a maximum of 2 months. Exchangeable free of charge, until the time of departure (possible price difference between the old and the new ticket).


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 

Circulations will resume from 24 June in France and Europe.

Specific measures

  • • All buses will be equipped with hydroalcoholic gel.
  • • Passengers and the driver must wear a mask.
  • Only one seat out of two will be available on buses. Families can travel side by side but the other passengers will keep an empty seat between them.

Commercial measures
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.

BLABLACAR 

In order to comply with the health regulations, we recommend that passengers wear a mask at all times.
Drivers can offer the option "One in the rear" to allow the passenger to sit alone in the rear and thereby create a physical distance in the car.

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 Mon, 07/27/2020 - 12:33

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