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La Garantie Voyage

You’ve chosen to travel with us, and we’re here to provide the information and assistance you need—before, during and after your journey. That’s our guarantee. Our Garantie Voyage programme 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. These include TGV Lyria; trains operated jointly by Deutsche Bahn/SNCF (Paris-Frankfurt and Paris-Stuttgart-Munich); and TGV Italia.

GENERAL TERMS AND CONDITIONS (PDF)

1.INFORMATION GUARANTEE

We are here to give you real time information in stations and trains, on-line and via the SNCF Direct mobile application, and by phone on calling 36 35*.

We are here on-line and via the SNCF direct mobile application too, to give you the punctuality figures for your train over the last 60 days.
*€ 0.34 / minute inc. VAT/ additional operator charges may apply.

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2.Defer or Reimburse Guarantee

We are here, in case the departure of your train is postponed for more than 1h or cancelled: feel free to choose between an alternative travel solution or a refund.

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3.SEAT GUARANTEE

We are here in case you do not have a reserved seat for a journey lasting more than 1 h30 on a train where reservation is required.
We will help you to find a seat on the train or offer you a voucher as a gesture of goodwill if there are no seats available.

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4.Assistance Guarantee

We are here to assist you if a major problem occurs during your journey to help you find a way to continue your journey and provide you with accommodation, if necessary.

We are also here to provide you with a drink, snack or meal, depending on the time of day.

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5.Punctuality Guarantee

We are here if the arrival of your train is delayed by more than 30 minutes, to inform you of your rights under the Garantie Ponctualité and to distribute the Garantie Ponctualité envelope where appropriate.

We are here on-line and via the SNCF Direct mobile application too, to confirm the reason for the delay and your rights to compensation under the Garantie Ponctualité the day after your journey.

 

Get Info on your train's punctuality

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6.Complaint Guarantee

We are here to process to any on-line claim via our customer service department, within a maximum of 5 days - excluding Garantie Ponctualité issues if you have an IATA ticket -.

Download

General terms & conditions for our Garantie Voyage programme File a claim on line under our Complaint Guarantee programme (in French)

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MORE INFORMATION

Garantie Voyage is available from 31 March 2012. Conditions apply. For more information, visit one of our stations, an SNCF sales office or authorized travel agency, and see the details below.

Garantie Voyage covers:
Passengers travelling within France under Tarifs Voyageurs fares:

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

International trains covered by the guarantee include TGV Lyria; trains operated jointly by Deutsche Bahn/SNCF (Paris-Frankfurt and Paris-Stuttgart-Munich); and TGV Italia.

Garantie Voyage does not cover:
Passengers travelling on:

  • iDTGV trains, which are subject to iDTGV’s 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 will alert you to any adjustments as quickly as possible, in our stations, on sncf.com and infolignes.com, and on your mobile using the SNCF Direct app.

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