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Exchanges and refunds during France’s transport strike: What you need to know

Do you have tickets for rail travel between 41 December and 19 January 2020? Learn more here about exchanges and refunds during France’s nationwide transport strike.

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Do you have tickets for rail travel in France between 4¹ December and 19 January 2020?

Rail traffic has been severely disrupted nationwide from Thursday, 5 December, due to a strike affecting multiple industries. If needed, we’ll exchange or refund your tickets for free.

TGV INOUI and Intercités exchanges and refunds

Do you have a TGV INOUI or Intercités ticket for travel between 41 December 2019 and 19 January 2020? From now through 19 January 2020, we’ll issue an exchange or refund2 with no penalties or fees3. These special terms apply:

  • to all fares, including Intercités 100% Éco and other non-exchangeable, non-refundable tickets
  • to all tickets, no matter how you purchased them from us—in a station, in an SNCF sales office, at a self-service machine4, by telephone, or by using the OUI.sncf app or website5
  • to your return ticket, if your outbound journey is affected by the strike

Submit your claim (form in French)

Important: if you’ve already exchanged your ticket, you can continue to make exchanges between now and 19 January 2020. To get a refund, you must contact customer service via postal mail at:

SNCF Customer Relations
62973 ARRAS Cedex 9
FRANCE

TER exchanges and refunds

Do you have a TER ticket for travel between 41 December and 19 January 2020? Here are your after-sales options:

  • if you have an electronic ticket (purchased on the TER website, via our Assistant SNCF app or from OUI.sncf), you must make all refund requests on line, using the claim form on the TER website for your region in Aide et contacts
  • if you purchased your tickets in a station, you can request an exchange or refund in a station
  • for tickets bought throught a travel agency (other than OUI.sncf), see your travel agency for a free refund

All requests for exchanges or refunds must be submitted within 61 days after the ticket expires.

Go to your TER website

Does your ticket include a TER connection?

If your tickets combine a TER regional train with TGV INOUI or Intercités service, the exchange and refund policy is the same as for TGV INOUI and Intercités. 

OUIGO exchanges and refunds

Do you have a OUIGO ticket for travel between 5 December 2019 and 19 January 2020 and no longer wish to travel? No need to wait—you can request your refund now by completing our on-line form.

Access the OUIGO refund form (in French)

Your train is cancelled, your ticket will be automatically refunded.

For full information on customer support, visit the FAQ page of the OUIGO website.

Go to the OUIGO FAQ page (in French)

Thalys exchanges and refunds

If your train is cancelled, Thalys will exchange or refund your ticket at no cost to you.

If you bought your tickets on the Internet, call the Thalys Contact Centre for your free refund. For all other tickets, please contact your original point of sale.

To request a free exchange, call the Thalys Contact Centre.

Want to reach the Thalys Contact Centre?

The telephone number for the Thalys Contact Centre varies by country.

  • In France, dial +33 1 83 75 49 69
  • In Belgium, dial +32 2 808 19 17
  • In Germany, dial +49 6 21 37 90 91 44
  • In the Netherlands, dial +31 30 23 000 23

Eurostar exchanges

If your train is cancelled, you have two options:

  • a refund from your initial point of sale within 60 days
  • request a free exchange in the same travel class as your original booking (with no fee for the exchange and no additional fare to pay)

Access your exchange request

TGV INOUI et Intercités exchanges and refunds after 19 January 2020

If your TGV INOUI or Intercités travel was affected by the strike and you were unable to request an exchange or refund before 19 January 2020, you can submit your refund request at sncf.com. From our homepage, choose “SNCF at your service” and then “Complaints” to complete our claim form, or visit your station or an SNCF sales office.

After 19 January 2020, fees for exchanges and refunds will be waived for:

  • to all fares, including Intercités 100% Éco and other non-exchangeable, non-refundable tickets
  • and even to your inbound ticket, if your outbound journey is affected by the strike

IMPORTANT: if you exchange your ticket for a higher fare, you must pay the difference.

Real-time updates around the clock

During France’s nationwide transport strikes, you can get real-time traffic updates:

  • from the Assistant SNCF app by opening the menu in the upper left and choosing “Infos trafic” [in French]
  • on sncf.com, by choosing “Itinerary & booking” and then “Traffic info”
  • by dialling 36356 from inside France or +33 8 92 35 35 35 from other countries (press 1 for English).

Learn more about the Assistant SNCF app

Get traffic updates for main lines, TER and the Paris region

1From noon

2 Free refunds are automatic for all journeys unless your booking reference has been partially cancelled. In that case, the refund fee is not automatically waived. Please request additional information from customer service by writing to:  SNCF Customer Relations, 62973 Arras Cedex 9, FRANCE

3 There is no fee or penalty for ticket exchanges, and you are free to choose a new travel date. For leisure fares, we will issue new tickets free of charge for the same journey. For business fares, we will issue new tickets at the price on the date of original purchase.

4 At self-service machines anywhere in France, fees for exchanges and refunds will be waived until the time of departure. At the departure station, fees will be waived until one hour after departure for Loisir fares, and two hours after departure for business fares.

5 On OUI.sncf, exchange and refund fees will be waived until one hour after departure for Loisir fares, and two hours after departure for business fares. After that, fees will be waived only at ticket windows (until the end of the waiver period).

6 There is no surcharge for your call.