Not everyone knows it, but when a train is late for a long distance journey, the user has the right to financial compensation! All you have to do is apply online on the SNCF website.
The delays of the SNCF trains are really a pain – and in addition, it happens far too often. The reasons are multiple: bad weather, signaling failure, congested track or platform, forgotten luggage… These delays are particularly painful for long journeys, where delays are long and can even cause connections to be missed. Fortunately, in Europe, the rights of rail passengers are governed by the Regulation (EC) No1371/2007, which imposes minimum obligations on railway undertakings to compensate passengers. SNCF is no exception. Also, as soon as a train is more than 30 minutes late on arrival, whatever the reason, the SNCF offers compensation – which must however be claimed. It’s called the “G30” – for 30 minute guarantee. The amount is calculated according to the delay on arrival:
- Between 30 minutes and 2 hours late: 25% of the ticket price refunded,
- Between 2 and 3 hours late: 50% of the ticket price refunded,
- More than 3 hours late: 75% of the ticket price refunded.
Be careful however, depending on the type of train and the time of delay, the means of reimbursement may be different. Thus, all SNCF Main Line trains (TGV and Intercités) as well as international trains benefit from a 25% refund only in vouchers for delays of up to 59 minutes, then in vouchers or Wire Transfer. The OUIGO and Thalys trains only offer compensation in vouchers, while the Eurostar offers reimbursement in vouchers or bank transfers, and this from 30 minutes late. On the other hand, the TER are not concerned.
How to get compensation online?
Obtaining compensation following the delay of your train is much easier than you might think.
► With your usual web browser, go to the website Guarantee 30 of the SNCF, which allows you to make your claim for compensation directly online.
► Enter in the first field your referral Travel Folder, consisting of six capital letters. You will find it at the top right of your A4 format E-ticket, at the top right of your cardboard IATA format E-ticket, or at the bottom right of your classic ticket.
► Enter in the second field the Last name listed on the ticket.
► Check the box I accept the Terms and Conditions of Use of the Customer Compensation Claim Form 30-Minute Guarantee.
► Click the blue button Nextat the bottom right.
► A new page opens. Check the trip where you were delayed by more than 30 minutes. Normally, the site shows you the exact journey time in green if the journey is eligible for compensation.
► Click the blue button Nextat the bottom right.
► A new page opens. Fill in the corresponding fields: Civility, Surname, First name, Date of birth, e-mail and Confirm your email.
► Click the blue button Nextat the bottom right.
► In the new page, choose your method of reimbursement by checking Good buy Where Bank transfer.
► If you choose Bank transferyou must enter your BIC and your IBAN in the corresponding fields.
► Click the blue button Nextat the bottom right.
► A new window opens. Check that the information is correct and click on the blue button To confirmat the bottom right.
► A window appears indicating that your request has been taken into account. And There you go !
► You will receive a confirmation email within a few minutes.
► In the same vein, a response email will be sent to your email, indicating the amount of your refund.
