Frequently asked questions
Assistance
Updated on 7 May 2026
4-minute readThe station assistance service is intended for :
- holders of a priority card (holders of an inclusive mobility card, a disability card, a discharged or war pensioner's card, a priority card);
- wheelchair users;
- people with mobility difficulties.
Transporting non-standard objects does not constitute reduced mobility.
This assistance service does not help passengers with pushchairs, nor does it carry luggage.
If you travel in France or abroad on the TGV INOUI, OUIGO and INTERCITÉS or on the TER, the Assist'enGare service is at your disposal.
You will be welcomed and accompanied from the Assistance Voyageur Handicapé meeting point at the station to your seat on the train. On arrival, you will be accompanied from your seat on the train to the station exit, the accessible meeting point at the station, the taxi rank or the connecting train for which you have a ticket. To make it easier for you to receive assistance on arrival, we ask you to wait in your seat on the train until the agent arrives.
Please note
No medical or paramedical procedure such as caring for a person unable to perform basic necessities on their own (feeding, drinking, dressing, etc.) will be carried out by station assistance staff. Similarly, these staff are not authorised to transport a person on a stretcher, or to carry a person in a wheelchair by hand to transfer them from their wheelchair to a seat. Agents may only assist passengers in wheelchairs to transfer from their wheelchair to their allocated seat. They will not handle the wheelchairs. Please note that assistance staff are not responsible for disabled or reduced-mobility passengers while they are waiting in the station.
You can modify your request up to 24 hours before the departure of your first train, and cancel your request for assistance services, in whole or in part, up to the last minute before the departure of the train. No changes or cancellations can be made to your booking once the train has left the station.
You can contact Assist'enGare :
- by Internet via the booking form;
- by telephone every day from 8am to 8pm, on 32 12 and on +33 (0)9 72 72 00 92 from abroad (free service + call charge).
No, there is no obligation. But only by making a reservation with Assist'enGare, at least 24 hours before the train's departure, can you be sure that our staff will be informed of your arrival, of your need for assistance and that your journey will be organised according to your needs. Without a reservation, you can request assistance from station staff, without any guarantee that assistance will be provided when you need it. Assistance will be provided depending on the presence and availability of staff, the accessibility of the station, safety conditions and the time remaining before the train's departure.
This is the minimum time our staff need to welcome you and ensure you are accompanied to your seat on the train in complete peace and safety. You should therefore arrive no later than 30 minutes before your train's departure.
The Assist'enGare service is responsible for transmitting assistance requests from customers travelling internationally to all foreign carriers. You can therefore book your assistance service through the same Assist'enGare booking channels.
Find out more about the station assistance service and Assist'enGare
When you make your first booking, the telephone advisor will ask you questions to complete your customer file. They will work with you to determine the nature of your assistance need. This information is needed to send you confirmation of assistance bookings. It is also used to inform agents at stations of your specific needs throughout your journey. You can also do this by completing the assistance request forms available from Assist'enGare.
The service allows you to carry a single item of luggage, weighing no more than 15 kg. If you do not meet these conditions, you may be refused assistance. If you need to transport several items of baggage and would like assistance, you can use the "Mes bagages" service to send the excess baggage. As an Accès Plus customer, you receive a 15% discount on your order. This discount does not apply to the transport of a wheelchair, which already benefits from a negotiated fare.
No, escorting passengers on the train is not one of the tasks of the staff in charge of assistance. However, escort services do exist but are not part of SNCF's remit.
The Junior & Cie service accompanies children aged 4 to 14 throughout their journey, including those with disabilities. It is compatible with the station assistance service. If your child is over 14 and you would like them to be accompanied throughout their journey, certain associations outside the SNCF can meet your needs.
Personal needs such as buying food or drinks, accompanying passengers to shops, transport sales points and station services (lockers, ticket machines, etc.) and toilets (in the station or on board) are not included in the assistance service.
Find out more about the station assistance service and Assist'enGare
If you have a ticket with a connection between two stations in the same city, you will have to make your own way between the two stations. You will not be offered any assistance and you will have to make your own arrangements.
Find out more about the station assistance service and Assist'enGare
A station is said to be "out of bounds" when it does not offer a station assistance service and where you will have to make your own arrangements. Consequently, not all stations offer the station assistance service.
Find out more about the station assistance service and Assist'enGare
If you are travelling with TGV INOUI and you provided your contact details when you bought your ticket, you will receive an email and a text message informing you of the running or cancellation of your TGV. This does not apply to TER trains. You should also find out before going to the station, on SNCF channels, the day before from 5pm. This programme is available :
by Internet
- by telephone: 36 35 (free service + price of a call) for Main Lines and TER
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