Accès Plus

3635#45 Accès Plus: the dedicated helpline for passengers with disabilities and reduced mobility

Do you have a disability or reduced mobility and would like to book train tickets for yourself and your companion, receive advice on seating on board, find out about the accessibility of our trains, or learn about the offers and services available to make your journey easier?

Contact our dedicated Accès Plus helpline:

• Dial 3635 (or, from abroad, 00 33 1 84 94 36 35 (cost of an international call)), then #45, then press 2 (free service + cost of a call).
• Every day from 8am to 8pm.

Rogervoice

Are you deaf or hard of hearing?

Our helpline can be reached via a relay centre – a service designed for people with hearing loss – managed by Rogervoice. It enables deaf and hard-of-hearing people to communicate with Accès Plus and OUIGO customer service advisers via an interpreter. This service is available Monday to Friday from 8.30 am to 8 pm (excluding public holidays) in French Sign Language (LSF), French Spoken Language with Signing (LfPC), as well as, every day from 8.00 am to 8.00 pm, via Text Transcription (TT).

To contact the relay centre, several links are available:

• To contact our TGV-INTERCITÉS Accès Plus helpline: Go to Rogervoice Accès Plus
  
• For your journeys with OUIGO: Go to Rogervoice on ouigo.com

Appointments Service

Would you like to enjoy a personalised welcome from one of our advisers?

All you need to do is:

• select your preferred sales outlet from those listed;
• specify the reason for your appointment: purchasing a ticket for a journey within France or abroad (excluding OUIGO, Transilien and Eurostar Family), or exchanging or cancelling your ticket;
• choose a date and time that suits you.

Once you’ve entered your details, you’ll receive a confirmation email.

Discounts for people with reduced mobility and people with disabilities, and a guide

Do you have a disability?

Discounts may be available depending on your circumstances:

• Do you hold a French Mobility Inclusion Card (CMI)?
  Depending on the details on your card, your companion may be eligible for a special fare.
• Do you hold a card reserved for those discharged from military service or war pensioners?
  You may be eligible for discounts for yourself, depending on your circumstances.
• Are you an additional companion (other than a guide) to a person with a disability who uses a wheelchair?
  You can benefit from a 30% discount on the ‘Loisirs du jour’ fare if you are travelling in the same carriage as them (TGV INOUI^1st-class ticket for journeys within France).

Carte Avantage Senior

Are you aged 60 or over and do you travel occasionally on TGV INOUI, INTERCITÉS and TER services, both in France and across Europe?

The Carte Avantage Senior is for you!

Enjoy discounts on your Second and First Class journeys every day of the year, even on busy travel days.

Max Senior Subscription

Are you over 60 and flexible about your travel arrangements?

With the Max Senior season ticket, for €79 a month, you can then travel for free in Second Class on TGV INOUI, INTERCITÉS and OUIGO trains.

To ensure suitable seating on trains, wheelchair users must specify this at the time of booking.

Furthermore, on OUIGO, if a season ticket holder wishes to travel with a companion, they must contact the OUIGO Customer Service Centre via the contact form on the OUIGO website.

Service Mes bagages

A simple, convenient, hassle-free and fast service for sending your luggage, so you can travel light and stress-free on trains.

TGV-INTERCITÉS will collect your luggage from your home or from one of 20,000 collection points. Your luggage will be delivered wherever and whenever you want.

As a person with a disability or reduced mobility, you can benefit from:

• a 15% discount if you have booked a PRM assistance service through Assist’enGare;
• a special rate for the transport of a wheelchair.

Junior & Cie

The TGV INOUI service that looks after your children on the train!

Is your child aged between 4 and 14 travelling alone by train?

Take advantage of the Junior & Cie escort service, which is also available to children with special needs (wheelchair users, those with mental health conditions, etc.).

They will enjoy a safe and lively trip as part of a supervised group:

• a team of professional activity leaders (BAFA-qualified);
• games and creative workshops on board;
• one activity leader for every 11 children maximum.

Bookings can be made between 3 months and 4 days before departure, either online or by telephone. This service is available only for direct journeys, with no connections and no changes of station.

For organisational and safety reasons, you must declare any disability at the time of booking. Children requiring special care or medical assistance cannot be accommodated under the Junior & Cie scheme. Please also note that children must be able to use the toilet independently. A dedicated member of staff is provided to accompany a child with a mental or physical disability. When a child is travelling in a non-folding wheelchair, they are assigned a dedicated attendant and travel in the designated UFR space in first class.

Station assistance service

Are you planning to travel by train but have limited mobility?

You can benefit from free assistance when boarding and alighting from trains.

Your assistance will be provided from the agreed meeting point at the station, at least 30 minutes before departure, to your seat on the train and, on arrival, from your seat on the train to the station exit, or to an accessible meeting point within the station, or to the taxi rank, or to your connecting train.

The service also includes the carriage of your luggage (a single item weighing up to 15 kilos; no additional items may be carried, either in terms of weight or number).

We advise you to book your assistance: from 90 days before your travel date and no later than 24 hours before your train’s departure time, by contacting Assist’enGare.

This will ensure you receive assistance on the train of your choice.

If you have not made a booking, you may turn up at the station on the day to travel by train, but assistance is not guaranteed.

On-board facilities

Discover the facilities designed to enhance your comfort when travelling on TGV INOUI, INTERCITÉS and OUIGO services.

TGV INOUI and INTERCITÉS trains are equipped to accommodate passengers with disabilities and those with reduced mobility.

All trains have at least two wheelchair spaces, with a space for a companion nearby.

Audio and visual announcements, high-contrast signage that is clear to everyone, accessible toilets and door-location aids complete the facilities, depending on the type of train you are travelling on.

My ‘On-Board Announcements’ visual aid

For deaf and hard-of-hearing passengers, the ‘On-Board Announcements’ visual assistant is a very useful feature on trains that do not have information screens.

It transcribes all audio announcements made on board the train: platform number, train changes, connections and announcements made by the train manager.

Available free of charge, simply activate the feature via the SNCF Connect app.

ACCEO

Are you deaf or hard of hearing?

With ACCEO, a free communication solution provided by ACCEO-TADEO, a partner of the SNCF Group, you can save time and enjoy smoother communication compared to using the traditional pen-and-paper method!

An app on the staff member’s or passenger’s smartphone connects you to an interpreter in under 30 seconds.

You can choose one of the following three communication methods
:

• French Sign Language (LSF),
• French Cued Speech (LfPC)
• or instant written transcription.

Outside the service’s opening hours, an automatic transcription service is available.

This enables a genuine dialogue to take place via the telephone, allowing you to communicate with ease at the station with our ticket and boarding staff, or on board our trains with our train managers.

Le Portail TGV INOUI

Once you’ve connected to the on-board Wi-Fi, you can access services and content during your journey via the Portail TGV INOUI, ensuring a comfortable journey.

This means that, whilst in France, you can access a wide range of services as well as free content to entertain both children and adults during the journey.

On-site catering for unaccompanied wheelchair users

A service for wheelchair users is available on TGV INOUI: in-seat catering.

This service is intended for unaccompanied wheelchair users (UFR) travelling in a dedicated space or transfer seat.

It makes the on-board catering service accessible to wheelchair users who are unable to move to the TGV INOUI Bistro and do not have a companion to assist them.

To use this service, simply place and pay for your order online by logging in on board the train via lebistro.tgvinoui.sncf or the Portail TGV INOUI.
The service is only available on board, from the moment the train departs.

The TGV INOUI Bistro

Feeling peckish during your journey?

Enjoy a selection of dishes inspired by classic French bistro fare.

Whether you’re fancying a coffee or lunch whilst watching the scenery roll by, our baristas are on hand to welcome you in carriages 4 or 14 at the TGV INOUI Bistro.

In a bit of a rush?

Save time and order your meal online from 72 hours before departure up to 20 minutes before the train reaches its final destination. Thanks to the priority queue, you can collect your order without having to wait.

Please note that a mobile catering service is available on INTERCITÉS trains.