Submitting a claim to SNCF

This article applies to customers who book SNCF tickets in Euros only. For tickets booked in GBP, please contact us by emailing hello@loco2.com for assistance with a claim.

If you experience a delay or disruption to a journey in France, you can submit a claim directly to the rail operator. The following guidelines will assist you to submit a claim to SNCF's customer service team.

If you aren't sure if your case is covered, or need extra help, you can contact us for assistance.

IN THIS ARTICLE

Compensation for delays or cancellation

If your SNCF journey was disrupted, you may be able to claim compensation if the delay can be attributed to the operator. Just wait 24 hours after arriving at your destination and make sure you’ve got your ticket to hand. You can check if you're eligible and submit a claim up to 60 days after the date of travel.

The amount of compensation will depend on the length of delay:
Length of delay Amount of refund
30 - 60 mins 25% of the value of the affected ticket (travel voucher)
61 - 119 mins 25% of the value of the affected ticket
120 - 179 mins 50% of the value of the affected ticket
More than 3 hours 75% of the value of the affected ticket

Am I eligible for compensation?

If your train was delayed, you can check the punctuality of your train online to see if you're entitled to compensation.

You will need the following information to hand, all of which can be found in your Loco2 account, confirmation email or tickets.

  • Departure station (Gare de départ)
  • Arrival station (Gare d'arrivée)
  • Date of travel (date de départ)
  • Train number (Numéro de train)
The form is in French so if you don't feel confident, use Google Translate to view it in your own language

Once you submit the form, you will see a summary of the delay which includes the scheduled arrival time, actual arrival time, the reason for the delay and if you are eligible for compensation from SNCF.

Submitting a claim

If you are entitled to compensation, you can submit a claim to SNCF directly. You will need the following information to hand, which you can find in your Loco2 account, or on your tickets or confirmation email.

  • The surname of the lead passenger
  • Your PNR (Référence Dossier Voyage)

For journeys within France

You can check the punctuality of your train and submit claims:

Online: Claims for electronic tickets (mobile or print-at-home tickets) by completing this form
By Post: Claims for physical tickets (collected from a machine) by filling in this form and submitting it by post. Enclose your tickets and return to Service Garantie Ponctualité SNCF - BP 12013 - 14089 CAEN Cedex 9, FRANCE. In some cases, SCNF staff will distribute "punctuality" envelopes ( enveloppe régularité) at the station which you can also use to file a claim by post.

For international journeys to/from France

Online:You can summit all claims for international trains to/from France (expect France-Spain) online by completing this form.
A different process applies to Renfe-SNCF trains between France and Spain e.g. from Paris to Barcelona. Contact us at hello@loco2.com and we can submit a claim on your behalf.

How will the refund be paid?

Voucher

The default method of compensation is a voucher (called Bons Voyage) which you can redeem at a ticket office in an SNCF station, SNCF boutique in France or online on the (French version only) of voyages-sncf.com. Vouchers are issued by email in the form of an alphanumeric code, that is valid for one year. 

If you select this option (or your delay was less than 60 minutes) and are entitled to compensation, an email containing the voucher and  information about how to use your voucher will be sent to you directly by SNCF.

Bank transfer

For delays greater than 60 minutes, you can request a bank transfer to receive your compensation.

Just select Virement (transfer) from the "type de compensation" menu and enter your bank details - BIC code and IBAN number. You can usually find these numbers on your bank statement, but ask your bank if you're aren't sure.

Approved payments will be made via bank transfer to an account specified by you. SNCF will email you with information about receiving approved funds.

Some users have reported problems entering their details, which seems to be related to the length of their IBAN number (French banks have extra digits, called Relevé d’Identité Bancaire which makes them longer than non-French banks). If you see an error message that indicates that the format of one of the fields is incorrect ( Une ou plusieurs données ne respectent pas le format habituellement utilisé) you should submit your claim by post.

Claiming additional expenses

In most cases, your costs will be covered by your insurance provider, so it’s a good idea to check with them first.

SNCF will consider (but not guarantee) reimbursing travellers for expenses that were incurred as a direct result of your delayed or cancelled train, and were unavoidable. For example:

  • Overnight accommodation
  • Food
  • Transport between the station and your accommodation
  • The cost of calling anyone who was waiting for you at your destination

SNCF will not cover any other expenses, such as the cost of alternative transport if you decided not to wait for the next available train, or a missed onward connection such as a flight. You would need to pursue a refund for this kind of expense via your travel insurer.

When you complete the form to submit your claim you will see a check box which invites you to add additional information to your request ( Souhaitez-vous ajouter des informations complémentaires à votre demande) and enables you to upload copies of receipts etc (maximum of 5 documents, such as jpg, pdf).

Other types of claim

For claims not relating to delays or disruption, such as claims for exceptional circumstances (serious illness requiring hospitalisation of a passenger, bereavement) you should submit a different form to seek compensation.

You will need the following information to hand, which can be found in your Loco2 account, tickets or confirmation email.

  • The surname of the lead passenger (Nom)
  • Your PNR (Référence Dossier Voyage).
Online: Claims for electronic tickets (mobile or print-at-home tickets) by completing this form
By Post: Claims for physical tickets (collected from a machine) by filling in this form and submitting it by post. Enclose your tickets and a copy of additional information and post it to Service Relation Client SNCF - 62 973 ARRAS Cedex 9, FRANCE

In these cases, you will need to select a suitable category for your claim e.g. Disrupted situation ( Situation perturbée), exchange, refund (Échange / Remboursement)and provide appropriate documentation such as proof of hospitalisation, death certificate etc.

The rail operator will consider claims such as these, but compensation is not guaranteed. It is advisable to claim via your travel insurer.

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