And yes, it is now the law.
With the SNCF Voyages Guarantee, if your high-speed train is more than 30 minutes late, you can claim compensation.
On the other hand, the procedure to follow is not super simple...
Luckily, we're here to help you get reimbursed quickly.
Here is the procedure to follow to receive compensation easily. Watch:
The 2nd week of April, I went with my girlfriend to pay a little visit to Brice, a longtime friend from Bordeaux.
Coming back to Paris on Sunday evening from this nice, very sunny little weekend, our TGV was 33 minutes late (yes yes I know it's horrible. Besides my girlfriend totally agrees with you).
A few months ago, the two of us would have gone home cursing the SNCF for long minutes.
Today things have changed a lot. As soon as the SNCF knows that the train will be late, an agent gently announces to you on the microphone (with a very charming little accent from the south) that an envelope will be given to you to receive well-deserved compensation.
Incredible isn't it? In any case, I find it really great in terms of customer service.
Before you start calculating how much your compensation will be, it is important to know what types of delays are covered by the SNCF Punctuality Guarantee.
As indicated here, SNCF's answer is simple:"when the delay is attributable to SNCF".
Yes, but what is a delay attributable to the SNCF? I agree with you, it's not very clear... I did some research and here is what I found as examples of delays that are not attributable to the SNCF :
- a characterized act of malicious intent:
If someone has damaged a rail, or even the TGV by throwing stones at it, there is no refund.
- a demonstration by people outside the SNCF:
Here the important word is "external". If it's an Air France demo that's blocking the SNCF, then it's not attributable to the SNCF. On the other hand, if it is a demonstration by SNCF agents, there is hope for reimbursement.
- the occurrence of an obstacle on the track:
Examples of obstacles:an animal, stones, an embankment fire near the tracks, a tree fallen on the track.
- a climatic incident:
In the case of snow, floods, or even tornadoes, the SNCF will not compensate you.
- a personal accident:
In the case of suicide on the track, it is not a cause attributable to the SNCF so no reimbursement.
- a station safety alert:
In the event of a bomb threat at the arrival or departure station, the Punctuality Guarantee does not work either.
Let's now move on to examples that are attributable to the SNCF and give rise to the right to compensation:
-a hardware failure:
A problem with the engine, the rails or any other technical problem that slowed down the train gives the right to compensation.
- a catenary incident:
This is the most common incident on TGVs because there are thousands of them on the tracks. What is a catenary? These are all the cables above the trains that carry electricity.
Do you know of any other examples that qualify for a delay? Tell me in the comments and I'll add it here.
The longer the train is delayed, the higher the refund amount. Sounds like a logical system, right? Here is a small table to better navigate:
Only downside, for a delay between 30 min to 59 min, reimbursement is made in travel vouchers and not in euros.
Note that the SNCF travel voucher has a validity period of 1 year . It is impossible to extend the validity of the voucher (even by begging the SNCF agent on his knees).
But there is still a little trick:you can book a ticket for a later date on the expiry date of the voucher.
In French, that means that if my travel voucher is valid until November 12, 2015, I can still buy a ticket for December 15, 2015, for example. It can still be useful.
Last interesting thing, a travel voucher is not nominative. So you can give it to someone in your family or even a (very) faithful friend.
As its name suggests, the travel voucher can be used on the entire SNCF network in France (except iDTGV which is a separate subsidiary of SNCF, nor Ouigo). So it works just as well for a trip to Marseille as for going to Île de France, nice, isn't it?
On the other hand, you will have to go to a train station or an SNCF shop because they cannot be used on the voyages-sncf.com site (that would be too simple!). For me, it's not very practical because I much prefer to buy my tickets online to find the best prices...
But as before, I unearthed a tip for you to take advantage of the best rates while using your travel vouchers (well yes anyway!).
Once you have found the cheapest ticket on the voyages-sncf.com website, do not buy the ticket right away but simply put an option by clicking on the "Option" button as shown below:
Then enter your email and contact details. Write down on a piece of paper your 6-character file reference and run to the nearest train station or SNCF shop to buy the reserved ticket. You will be able to use your travel voucher while enjoying the best price. So she's not killing my trick?
Note:the possibility of taking an option is only available for exchangeable and refundable fares up to 48 hours before your departure (that means no Prem's).
It sounds unbelievable but there are many real people who give you the envelope when you get off the train. I saw them with my own eyes. As proof, here is the envelope they gave me:
Good news, as you can see in the photo, the envelope is stamped so no need to add a stamp!
If for various reasons, you did not get your little envelope when you got off the train, know that you can ask for it at the reception of the SNCF station or download the form here.
As for the procedure, everything is explained on the envelope (see photo below). The explanation is quite well done and easy to understand, but I will still explain it all in detail to make your job as easy as possible. Don't worry, we are far from the 12 works of Asterix (youtube link) that often characterizes this kind of administrative initiative.
If, like me, you chose a paper ticket when you purchased, here are the 4 steps to follow:
1. Detach the coupon from the envelope as below:
2. Fill in this coupon with a black pen and in CAPS.
All the info you need to fill in the coupon is on your train ticket. To save you time, here's where to find the 3 pieces of information on your ticket that are a little less easy to fill out:
For the surname, first name and address, I'll let you manage on your own (don't push it, either!).
3. Insert your original ticket (no photocopy) and the completed coupon in the envelope provided. For a delay of more than one hour, don't forget to add your RIB with BIC/IBAN to receive compensation by bank transfer.
4. All that remains is to post your envelope within 60 days maximum after your trip . That still gives you a little time, doesn't it?
If you are lucky enough to have one of its loyalty cards, it's even simpler, because all you have to do is go to the programme-voyageur.sncf.com website in the "Access help" section. online" then "Contact us".
You also have the option of using the SNCF envelope. Simply indicate your loyalty number on the back of the envelope and follow the steps described above for a paper ticket.
As for those who have a loyalty card, everything can be done via the Internet. Go to sncf.com, click on the "Services &Stations" section on the left, then on "The Travel Guarantee" and finally "Guarantee Punctuality".
Choose the option "To apply for a punctuality guarantee online" if you wish to apply online. It remains to follow the instructions displayed and to indicate your coordinates.
The deadline to receive your travel voucher or your refund in euros is approximately 15 days . How do I know? My girlfriend has already sent the envelope (and yes I'm a little late) and that's how long she waited to receive her voucher at home. I'll let you know as soon as I receive mine.
That's it, I received my SNCF travel voucher on Thursday, June 20, 2013. The proof? Here it is pictured below:
As you can see it's a €9.20 voucher which is 25% of the amount I paid for my €37 train ticket.
As indicated above, the travel voucher is valid for 1 year until June 14, 2014.
Just in case, make a photocopy of your original train ticket anyway. Why ? Because if you never receive your voucher (yes yes it is possible) or if the amount is not the one expected, you can always contact an SNCF mediator at this address:www.mediateur.sncf.com
You should now have all the cards in hand to receive your compensation as soon as possible.
Did you manage to be compensated for the delay of your TGV? How much did you touch? Share it with us in the comments.
