Because you travel with us, we are at your side to advise you,
answer your questions and take care of you.
Before, uring and after your journey, we are here:
that's our garantie voyage.
1. Garantie information
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.
2. Garantie place assise
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.
3. Garantie Report ou Remboursement
We are here, in case the departure of your train is postponed for more than 1 h or cancelled: feel free to choose between an alternative travel solution or a refund.
4. Garantie Assistance
We are here to assist you if a major problem occurs during your journey to help you fi nd 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.
5. Garantie Ponctualité
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.
6. Garantie Réclamation
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 -.