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Garantie
Voyage

We’re here for you—before, during and after your journey. Our Garantie Voyage programme is specially designed to provide information, answer your questions and meet your needs as they arise. Garantie Voyage applies to your journeys

  • on TGV and Intercités in France at SNCF Tarifs Voyageurs fares
  • on international trains operated by SNCF or in cooperation with our European partners: TGV Lyria; trains operated jointly by Deutsche Bahn/SNCF (Paris-Frankfurt, Paris-Stuttgart-Munich and Frankfurt-Marseille); and TGV service to Italy and Spain

Download the General terms and conditions


1. INFORMATION GUARANTEE

We’re here:

  • to give you real time information in stations and trains, on-line and via the SNCF Direct mobile application, and by phone at 36 35*.
  • to notify you by email or SMS of any change in your travel schedule, up to 22.00 on the day before you leave. If you’re a member of our Programme Voyageur, we’ll also share any information we have about engineering works, strikes and other events that could change your journey. Finally, we promise that we won’t use your contact information, your e-mail address or your mobile number for commercial purposes.

We’re also here—on the Internet and on your mobile—to let you know how punctual your train has been over the last 60 days.

* From inside France. €0.40/minute including VAT. Additional operator charges may apply.


2. RESCHEDULE OR REFUND GUARANTEE

We’re here if your train’s departure is cancelled or delayed for over an hour. You get a refund or an alternative travel solution—your choice.


3. SEAT GUARANTEE

We’re here to help if you don't have an assigned seat for a journey lasting more than 1h30 on trains requiring booking. We’ll find you a seat on the train—and if no seats are available, we’ll give you a voucher as a goodwill gesture.


4. ASSISTANCE GUARANTEE

We’re here to help if you encounter a major problem during your journey. We’ll step in to help you find a way to continue your journey and offer accommodation if necessary.

And—depending on the time of day—we’re also here to offer you a drink, snack or meal.


5. PUNCTUALITY GUARANTEE

We’re here to help if your train’s arrival is delayed by more than 30 minutes. We’ll inform you of your rights under our Garantie Ponctualité programme and hand out Garantie Ponctualité forms where appropriate.

And we’re here—on line and on your mobile—the day after your journey, to confirm the cause of any delay and review your rights to compensation under the Garantie Ponctualité.

Get info on your train’s punctuality performance

Request a Garantie Ponctualité form on line

Request a Garantie Ponctualité form by mail


6. COMPLAINT GUARANTEE

We’re here to process any on-line claim you submit to our customer service department. And we’ll respond within 5 days—unless you’re making a Garantie Ponctualité claim and have an IATA ticket. That’s the only exception.

Request a Complaint Guarantee form on line (in French)



More information

The Garantie Voyage programme is in effect from 31 March 2012. Conditions apply. For more information, visit one of our stations, an SNCF sales office or an authorized travel agent.

Garantie Voyage covers:

Passengers travelling within France under Tarifs Voyageurs Fares:

  • on TGV and Intercités trains
  • on international trains operated by SNCF or in cooperation with our European partners.

International trains covered by Garantie Voyage include TGV Lyria, trains operated jointly by Deutsche Bahn/SNCF (Paris-Frankfurt, Paris-Stuttgart-Munich and Frankfurt-Marseille); and TGV service to Italy and Spain.

Garantie Voyage does not cover:

Passengers travelling on:

  • iDTGV and Ouigo trains, which apply their own terms and conditions
  • Transilien trains
  • TER trains
  • trains operated by other rail companies.

Under exceptional circumstances, SNCF may adjust the applicability of the Garantie Voyage programme. We’ll alert you to any adjustments as quickly as we can. Look for information in our stations, on sncf.com and on your mobile via the SNCF direct app.

Learn more about real-time traffic info