- Tickets & train status
- Passenger services
- Getting there
- Fares & cards
- Customer relations
Vicente, 5 ans et demi, 1 mètre environ, cheveux châtain courts, yeux marron, porteur de lunettes de vue, vêtu d’un haut de pyjama avec logo “CARS” et d’un caleçon bleu a été enlevé le 29 mars 2017 à Clermont-Ferrand par son père Jason LOPEZ, individu de type méditerranéen, yeux marron, cheveux courts noir et porteur d’une barbe courte.
Ils circuleraient dans un véhicule BMW ou MERCEDES de couleur noire dont l’immatriculation débuterait par les lettres VP ou VB (immatriculation nouvelle) et comportant en fin de plaque les chiffres 63 du département du Puy de Dôme.
Si vous localisez l'enfant ou le suspect, n'intervenez pas vous-même, appelez immédiatement le 197 ou envoyez un courriel à firstname.lastname@example.org
Alerte enlèvement 29/03/2017
The Ombudsman mediates disputes that SNCF, Thalys and Eurostar are unable to resolve. The 90-day mediation process is free and confidential. Before you submit your request, check to be sure that it meets the admissibility requirement—it’s fast and easy.
Mediation is a free, confidential proceeding for customers who have not received a satisfactory response to their complaint.
Before you request mediation, you must submit a written complaint to SNCF, Eurostar or Thalys. If the transport provider rejects your complaint in writing or fails to respond within one month (unless the transport provider’s general terms and conditions specify a different deadline), you may ask the Ombudsman to mediate the dispute.
Your complaint cannot be more than one year old.
There are four steps in the mediation process:
The Ombudsman has jurisdiction in commercial disputes, contract disputes, and fines issued by the SNCF Mobilités railway police. You may submit your mediation request in French or English.
Commercial and contract disputes
These are disputes related to tickets provided by SNCF, Thalys, Eurostar or their distribution networks—a problem with issuing a ticket, for example. The Ombudsman can also mediate disputes involving the contract of carriage, such as a delayed train or a problem with on-board amenities.
You may submit a mediation request if:
Need to submit your initial complaint to the transport provider?
Fines issued by SNCF Mobilités railway police
This category covers fines for fare violations and/or acts of incivility, such as travelling without a ticket, travelling on a discount fare without proof of eligibility, smoking in no-smoking areas and alarm hoaxes.
You may submit a mediation request if you have already protested the fine by contacting the appropriate collection centre (at the address provided on your fine) within two months of the date the fine was issued.
Important: you may submit a mediation request to the Ombudsman before you pay your fine, but the amount will increase if you do not pay it within two months of the date of the violation.
You may not submit a mediation request in connection with:
The following parties may submit a mediation request to the Ombudsman:
Did you submit your dispute to the Defender of Rights or a representative of the Defender of Rights, to the European Ombudsman, or to an ombudsman for a European railway undertaking? No worries. Your request will be referred to the SNCF Mobilités Ombudsman.
Ready to submit a mediation request? Choose from two options:
Be sure to attach copies of all documents showing the steps you’ve taken so far.