A heatwave is currently affecting parts of mainland France.

Due to this exceptional heatwave, we are amending our exchange and refund terms to allow you to change your TGV INOUI, INTERCITÉS or OUIGO journey or to claim a refund easily and free of charge.

TGV INOUI and INTERCITÉS

If you had planned to travel on TGV INOUI or INTERCITÉS between 25 June and 28 June, you can, before your train departs:

• cancel your ticket to receive a full refund, either on the booking website or at the travel agency where you made your purchase.
• exchange your ticket free of charge and without any additional cost for another train departing from and arriving at the same stations as those originally planned for your journey, between 7 days before and 7 days after your original travel date.

For TGV INOUI trains within France and to Italy, Spain, Brussels and Luxembourg, as well as TGV Lyria, INTERCITÉS and TGV INOUI or ICE trains to Germany, refunds are not automatic and must be requested by you. You must cancel your ticket before the train departs to receive a full refund.

The terms and conditions for exchanging and refunding your return ticket have also been amended to allow you, with immediate effect, to cancel or postpone your return journey. You can therefore exchange or cancel your ticket free of charge in accordance with the conditions described above.

If you encounter any problems when exchanging or claiming a refund for your tickets, you can contact the agency or online platform where you purchased your ticket, or get in touch with us via our Toutoui chatbot.

OUIGO

If you had planned to travel with OUIGO High-Speed or OUIGO Standard France between 25 June and 28 June, you can:

• cancel your ticket to receive a full refund in the form of a voucher, which can be credited back to your bank account.
• exchange your ticket free of charge and with no additional cost, for another OUIGO train only, between 7 days before and 7 days after your original travel date.

Making your choice is very simple: log in to the OUIGO app or visit ouigo.com, under the ‘My Journeys’ section. Enter your email address and booking reference, then select your preferred option.

If you encounter any problems exchanging or refunding your tickets, you can contact the agency or online platform where you purchased your ticket, or get in touch with us via this form :https://www.ouigo.com/contact.

We would like to remind our travellers to:

• bring water with them to stay hydrated regularly during their journey;
• look after vulnerable passengers (children and the elderly);
• alert the flight attendant or a member of staff if a passenger feels unwell.

7 out of 10 Transilien services, almost all TER regional trains, and all TGV INOUI, OUIGO and INTERCITÉS services.

If the air-conditioning system on your train fails, please speak to the train manager or let us know via a private message through our designated contact channels, providing details of your train (number, departure location and time, destination, etc.).