We calculate compensation based on your actual delay on arrival: delays at departure have no impact on the amount of compensation.
If your Ouigo train is late by ten minutes or more, we’ll notify you via email and SMS. To receive these alerts, be sure to choose the SMS option when you book.
If your train is delayed by more than one hour, you’ll receive an automatic refund in the days following your journey. We’ll let you know exactly how long the delay was and how much compensation you’ll receive.
We’ll issue vouchers as follows:
- 25% of the total cost of your ticket (excluding options) if your train arrived between 1h and 1h59 late
- 50% of the total cost of your ticket (excluding options) if your train arrived late by 2h or more
You’ll receive your Ouigo vouchers within 15 days, at the email address you entered when you booked your journey.