In the event of an exceptional situation

Due to the exceptional situations announced impacting the national transport plan, all tickets are exchangeable and refundable free of charge until the departure of the train, during the periods surrounding these exceptional events through your purchasing channel.

If possible, we invite you to postpone your journey.

• If you wish to change your journey, you can exchange your ticket free of charge for another train*, subject to availability.
• If you wish to cancel your journey, you can cancel your ticket and receive a full refund.

For INTERCITES, TGV Lyria, TGV INOUI trains in France and to Italy, Spain, Brussels, Luxembourg and TGV INOUI or ICE trains to Germany, reimbursement is not automatic and remains at your initiative. You must cancel your ticket before the train departs to receive a full refund. If you have a return ticket for this journey, this can also be exchanged or refunded free of charge.

For OUIGO Grande Vitesse trains, refunds are automatic if you take no action on your ticket before the day your train departs. A full refund will be sent to you by e-mail within 3 days, in the form of a voucher which can be credited back to your bank account.

If you have a connecting journey and would like to find out more about all your trains and your after-sales service, click here: find out more.

*If you have a ticket on an OUIGO train: exchange only possible on another OUIGO train, between D-7 and D+7 of the original travel date. If you have a ticket on a TGV INOUI or INTERCITES train, exchange only possible on another TGV INOUI or INTERCITES train, between D-7 and D+7 of the initial travel date and keeping the same departure and arrival stations as your initial journey.

In accordance with the legal provisions in force, the withdrawal period is set at 14 days from the date of purchase of the discount card, without having to give any reason or pay any penalty.

Here are the conditions for exercising the right of withdrawal:

• Only discount cards purchased via a digital channel (SNCF-approved digital agencies or self-service kiosks in stations) are eligible for the right of withdrawal.
• The right of withdrawal is only valid if the card has not been used.
• If journeys at the fare of the card for which the right of withdrawal is requested have already been made, the request will be refused.
• If the card has not been used, but travel at the card rate is planned for a later date, this travel must be cancelled in order for the right of withdrawal to be taken into account.
• The right of withdrawal must be requested through the purchasing channel.
• If the cancellation request is accepted, the card or subscription will be reimbursed via the payment method used at the time of purchase.

For all subscriptions or PASS purchases, you have a cooling-off period of 14 calendar days from the day following the date of electronic signature of the contract. If this period expires on a Saturday, Sunday or public holiday, it is extended to the next working day. You must not have travelled with your subscription or PASS, and future bookings must be cancelled in advance.

Wherever possible, we invite you to book a new ticket on trains open to reservations.

However, if no seats are available and you have to travel :

• On TGV INOUI and INTERCITÉS: You can try to take the next or previous TGV INOUI or INTERCITÉS, only if the cancellation concerns the last train of the day, with no guarantee of a seat.
• To do so, please report to the Purser or Accueil Embarquement without guarantee of access to the train (depending on train occupancy).
• On OUIGO: no rebooking without a new reservation will be possible on OUIGO.

In accordance with the legal provisions in force, the withdrawal period is 14 days from the date of purchase of the PASS, without having to justify your decision or pay any penalty. You must not have travelled with your PASS, and future bookings must be cancelled in advance.

Wherever possible, we invite you to book a new ticket on trains still open for booking. If your train is cancelled, your reservation will be automatically credited back to your counter.

Yes, you can postpone your trip under the conditions described in the "Exchange and refund" question above. Please contact your travel agency.

First of all, we deeply regret any inconvenience caused. You can exchange or cancel your tickets free of charge. To do so, please contact your point of sale.

If your train has been cancelled due to an exceptional situation, you can benefit from an additional commercial gesture.

To do so, please complete the following request form: https: //emeraude.my.site.com/OuifitSavGroupes/s/

Services purchased from your Agence Groupe SNCF are refundable or exchangeable. Please contact your SNCF Group Agency.

For more information, please consult the Group FAQ.

Yes, you can postpone your trip under the conditions described in the "Exchange and refund" question above. Please contact your travel agency.

First of all, we deeply regret any inconvenience caused. You can exchange or cancel your tickets free of charge.

If you have not received your advantage code and you are eligible, you can request it on TOUTOUI.

If your train has been cancelled due to an exceptional situation affecting the national transport plan and you have entered your e-mail address when booking or if you have an SNCF account, you will receive the advantage code by e-mail within 30 days of the event. The number of journeys (round trip) or number of tickets does not affect the number of benefit codes received. Only one benefit code is provided. This advantage code is to be used on the next purchase of a TGV INOUI or INTERCITÉS ticket for a journey in France.

This measure does not apply to

• MAX ACTIF, MAX ACTIF+, MAX JEUNE, MAX SENIOR, iDTGVMAX2 and PASS subscribers: see the section dedicated to these fare products.
• Customers who have purchased a Group ticket for more than 9 people via an online site or in an agency: please contact your agency or sales contact for information.

This is a discount code made up of a series of 7 alphanumeric characters (e.g. 56HFT4S). You will receive this advantage code by e-mail following a train cancellation during an exceptional situation.

To use it correctly on distribution channels that accept discount codes, here is the main information you need to know:

• The advantage code is sent to the customer who has left his contact details, so that we can contact him.
• The advantage code is unique: you can only use it once and for a single passenger.
• The advantage code has a validity period, specified in the e-mail you receive with the code.
• The advantage code is valid on a single TGV INOUI or INTERCITÉS ticket: in the case of a return ticket, it will therefore be applied to the price of the outward journey only, and in the case of a connecting ticket, the advantage code will be applied to only one of the tickets.

The advantage code can be used on TGV INOUI, INTERCITÉS on journeys within France and to Luxembourg and Freiburg im Breisgau.

It takes approximately 30 days to receive the advantage code for the next trip. We strongly advise you to wait for this period before contacting customer service.

The period of validity of the code is specified in the e-mail received with the advantage code.

The conditions of use of the advantage code are specified in the e-mail received with the code. The percentage discount is also specified in this e-mail.

The advantage code applies to the purchase of Première, Seconde, Liberté, Avantage, Business Première, Pro 2nde and Group tickets.

They cannot be applied to the purchase of a Carte Liberté, Avantage, MAX ACTIF, MAX ACTIF+ or MAX JEUNE, SENIOR, IDTGVMAX 2, PASS.

There are several possible reasons for the problem:

• The expiry date has passed.
• You have entered your advantage code for a ticket search. The advantage code remains "blocked" for about ten minutes. Re-use it as soon as it becomes available.
• You have placed an option with your advantage code, it is then considered as used. To use it again, cancel your option.
• Are you a member of the Grand Voyageur loyalty program and having trouble using your advantage code? Contact your Customer Service.

Not a member of the Grand Voyageur loyalty program? You can contact us at https://tout-oui.sncf.com/

It is not possible to combine a voucher with an advantage code for the same order.

Yes, you can exchange or cancel a ticket booked with an advantage code according to the conditions of exchange, refund and cancellation of the ticket. This advantage code cannot be used afterwards.

If you have not received your advantage code and you are eligible, you can make a request on TOUTOUI: https://tout-oui.sncf.com/?inputText=Mouvements sociaux.

To facilitate your claims, we invite you to create a Mon Identifiant SNCF account in just a few clicks from the ToutOui chatbot or the TGVInoui.sncf website.

With this account, after logging in to ToutOui, you will be able to :

• Retrieve all your journeys
• View eligible journeys
• Avoid having to manually enter your travel file to file a claim

The information required to process your claim will be more easily accessible to the agents in charge of processing it. You will also be able to use your Mon Identifiant SNCF account to access your customer area on TGVinoui.sncf , where you will find the single-use codes you received in the event of exceptional compensation.

The advantage code is offered in cases where the child could not be placed on another train.

Junior & Cie advantage codes are specific to this service. They are valid for the next trip and must be used within 30 days of issue. The rate chosen applies to the price of the next journey (it cannot be fixed in reference to the price of the original ticket). The advantage code is applied to the price of the train ticket and the accompanying package.

The advantage code is sent by SMS.

If your train has been cancelled due to an exceptional situation affecting the national transport plan, you will receive, in addition to the refund of the total amount of your journey, a complementary voucher based on the initial amount of your ticket (excluding options), to be used on a future journey with OUIGO (not creditable to your bank account).

If you have exchanged your OUIGO ticket for another OUIGO train, you will not receive a complementary voucher.

It will be valid for all future purchases on the ouigo.com website or the OUIGO application.