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SNCF Voyageurs Ombudsman: how to use it?

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

The mediator of SNCF Voyageurs offers amicable solutions to commercial disputes and contraventions during a trip with the SNCF (Ouigo, TER...), Eurostar, Thalys and the Corsican Railways. The appeal is free of charge. In order to contact the mediator, you must first have made a written complaint to the Customer Relations Department. The Ombudsman shall propose a solution within three months. It may extend this period if the dispute is complex.

The mission of the SNCF Voyageurs Ombudsman is to propose amicable solutions to commercial disputes and tickets when traveling with one of the following carriers:

  • SNCF
  • Eurostar
  • Thalys
  • Corsican Railways

In order to contact the mediator, you must first have made a written complaint to the Customer Relations Department of the carrier.

If you do not reply within 1 month (or any other period mentioned in the carrier's terms and conditions) or if you are not satisfied with the reply, you can contact the mediator.

Warning  

your claim must be less than 1 year old.

You can enter the Ombudsman 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 Relations
  • Bank identity statement (Rib)

Contact the SNCF mediator online

By mail

Your letter must describe precisely the subject matter of the dispute and be accompanied by the following documents:

  • Copy of ticket(s)
  • Copy of your email to Customer Relations
  • Bank identity statement (Rib)

You can use a template letter to write your mail.

To bring an action before the SNCF mediator in the context of a challenge to a report of an infringement

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

Who shall I contact

Free

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Commercial litigation

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

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

FYI  

the ombudsman's opinion is final. However, you have the possibility of taking the matter to court, but the Ombudsman's opinion and the documents provided will have no value.

Contravention

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

The Ombudsman's opinion is a proposal. If the amount of the contravention accepted by the two parties is reduced, you must pay your fine. If you refuse to follow the Ombudsman's advice and do not pay the ticket, the minutes are sent to the Public Prosecutor's Office and are then increased (increased).

If the amount of the ticket is reduced, and both parties agree to it, the process goes on and you have to pay your fine. If you refuse to follow the Ombudsman's advice and if there is no settlement, the report of infringement is sent to the official of the Public Prosecutor's Office and is then increased.

FYI  

the ombudsman's opinion is final. However, you have the possibility of taking the matter to court, but the Ombudsman's opinion and the documents provided will have no value.