INTERCITÉS Punctuality Guarantee

Since March 2024, you have been entitled to compensation in the event of delays 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 these efforts, services may occasionally be disrupted in the event of unforeseen circumstances.

In such cases, INTERCITÉS provides a compensation scheme 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, in the previous month, they experienced poor operating conditions characterised by a punctuality rate within 5 minutes of less than 75% and/or a punctuality rate within 60 minutes of less than 95%.

You are offered compensation of 20% of your monthly payment if you had an active pass 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 and attach your bank details to receive a refund by bank transfer. The bank account will be credited within three weeks with an amount corresponding to 20% of the monthly ticket price.

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.