INTERCITÉS Punctuality Guarantee

Since March 2024, you have been entitled to compensation in the event of disruption on the Paris–Clermont-Ferrand and Paris–Limoges–Toulouse routes under the INTERCITÉS Punctuality Guarantee.

INTERCITÉS does its utmost to ensure that its trains run on time and to provide you with the best possible service. Despite all its efforts, this punctuality may occasionally be affected in the event of disruption.

In such cases, INTERCITÉS has a compensation scheme in place for customers travelling on the affected routes.

Passengers who have taken out a Classic Line Monthly Pass.

The INTERCITÉS Punctuality Guarantee applies to the daytime services between Paris and Clermont-Ferrand, and between Paris, Limoges and Toulouse (except Paris–Les Aubrais), provided that, during the previous month, they experienced poor operating conditions characterised by a punctuality rate within a 5-minute window of less than 75 per cent and/or a punctuality rate within a 60-minute window of less than 95 per cent.

You are eligible for compensation amounting to 20 per cent of your monthly fare, provided you had an active season ticket for the month and on the route covered by the scheme.

If you are eligible for the INTERCITÉS Punctuality Guarantee, you will be contacted by email by the SNCF Voyageurs Customer Relations team. You will need to reply to this email and attach your bank details in order to receive a refund by bank transfer. The amount corresponding to 20 per cent of the monthly ticket price will be credited to your bank account within three weeks.

The list of eligible routes is published no later than the 20th of the month following the month in question. This list is updated every month.