Longdelays, last-minute train cancellations, air-conditioning breakdowns in the middle of a heatwave or connections that magically disappear... Travelling by train can sometimes feel like an episode of an acid reality show. Whether you're a Eurostar team heading for London, a TGV for an express return trip to Marseille, or a low-cost Ouigo, no one is immune to the vagaries of rail travel.
The good news? These problems aren't just a source of frustration: they also entitle you to compensation. But you need to know what, when and how - and, above all, not to let your voucher expire in the corner of your mailbox!
With Eurostar, the compensation policy is quite clear - and governed by European regulations:
Would you prefer a cash refund? It is possible, on request, within the same percentages.
Please note: these compensations only apply if the delay is attributable to Eurostar (not if a weather incident or a problem at a third-party station is to blame).
Deadlines and claims :
Wait at least 24 hours after arrival to submit your request (the system must register the delay), and submit it within 60 days.
In the event of cancellation, you can either cancel your ticket, exchange it free of charge, or request an e-voucher or refund, whichever you prefer.
Eurostar can also reimburse ancillary costs (accommodation, meals, transport, telephone) if travel cannot continue on the same day - provided you keep detailed receipts.
The SNCF applies its "G30" guarantee, meaning partial reimbursement from 30 minutes of delay on arrival.
Please note: even non-exchangeable/non-refundable tickets are eligible.
Deadlines and claims :
Compensation must be requested using form G30, either online or by post, within a legal period of up to 60 days after the journey (some online cases are visible directly on SNCF Connect for 30 days, but this in no way cancels the full legal period of 60 days).
Keep your tickets / receipts as they will be required to validate the claim.
An additional indemnity is available for subscribers in the event of frequent delays.
Surprise! Even at Ouigo, the low-cost attitude doesn't rule out compensation:
Please note: there is no default cash compensation - vouchers are the norm. However, according to European regulations, you can request a bank refund in lieu of the voucher, provided you have not used the voucher sent.
Deadlines and claims :
No action required: the voucher is sent to you automatically by email, usually within 3 to 15 days of your journey.
If you don't receive it within 4 days, you can file a claim online via the Ouigo contact form, or send a registered letter to Customer Service.
A cancelled train, a missed connection, a (very) late arrival ... there's nothing you can do about it, but you can - and must - claim what's rightfully yours.
Rail companies don't always point out the compensation you're entitled to. It's up to you to make the rules work for you: it's simple, quick, often digital, and at least helps to cushion the inconvenience. A delay today can become a discount on your next journey. So don't let the opportunity pass you by!
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