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Ombudsman of the SNCF Voyageurs: how do you use it?

Verified 02 March 2021 - Legal and Administrative Information Directorate (Prime Minister)

The mediator of the SNCF Voyageurs proposes amicable solutions to commercial disputes and tickets on the occasion of a trip with the SNCF (Ouigo, TER...), Eurostar, Thalys and the Railways of Corsica. The appeal is free. In order to contact the mediator, you must first have made a written complaint to the Customer Relationship Service. The Ombudsman proposes a solution within 3 months. It may extend this time limit if the dispute is complex.

The mission of the mediator of the SNCF Voyageurs is to propose amicable solutions to commercial disputes and contraventions during a trip with one of the following carriers:

  • SNCF
  • Eurostar
  • Thalys
  • Railways of Corsica

In order to contact the mediator, you must have made a written complaint to the carrier's Customer Relationship Service.

If you do not respond within 1 month (or other period mentioned in the carrier's terms and conditions) or if you are not satisfied with the response obtained, you may refer the matter to the Ombudsman.

Warning  

your claim must be less than 1 year old.

You can enter the mediator online or by mail.

Online

You must have the following supporting documents in digital format:

  • Copy of ticket(s)
  • Copy of your email to Customer Relationship Service
  • Bank Identity Statement (Rib)

Referring to the SNCF Ombudsman online

By mail

Your mail must clearly describe the subject matter of the dispute and be accompanied by the following documents:

  • Copy of ticket(s)
  • Copy of your email to Customer Relationship Service
  • Bank Identity Statement (Rib)

You can use a letter template to write your mail.

Referring to the SNCF Ombudsman in the context of a challenge to the infringement procedure

Your mail must be sent to the mediator of the SNCF Voyageurs.

Who shall I contact

Free

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Commercial litigation

The Ombudsman examines the case and proposes a solution within 3 months. It may extend this time limit if the dispute is complex.

The Ombudsman's opinion is a recommendation. The parties are free to follow the advice or not. They shall have a period of 14 days from the date indicated on the notice to give their opinion. After this period, the notice shall be deemed to have been accepted and, if either party refuses it, it shall not be applied.

Contravention

The Ombudsman examines the case and proposes a solution within 3 months. It may extend this time limit if the dispute is complex.

The Ombudsman's opinion is a recommendation. If the amount of the violation accepted by both parties is reduced, you must pay your fine. If you refuse to follow the Ombudsman's advice and do not pay the fine, the minutes are sent to the court and are then increased (increased).