After the annoyance of the cancellation of their train and the hassle of finding another solution, travelers sometimes get lost in the twists and turns of the SNCF's exchange or reimbursement conditions.
Here are some explanations to help you navigate the different options, depending on the scenario, while the controllers' strike, which began this Thursday evening and ends this Monday morning, is leading to a mess of deletions.
Get a 100% refund
Once the SMS or email received by the SNCF warning of the cancellation of their train, the traveler can, as the railway company insists, obtain a “100% refund”.
» To do this, simply go to the SNCF Connect application or website and cancel your train ticket.
Immediately, a procedure for full reimbursement of the costs incurred for the purchase of the transport ticket begins.
The funds are generally paid between two and three days into your bank account used for the transaction.
Exchange your ticket free of charge
The process is the same, or almost, as to obtain a refund.
When your train is canceled, you can choose to exchange it free of charge, rather than canceling it.
To do this, go again to the SNCF Connect website or application, by clicking on “exchange”.
It then remains to choose a new route - maintained this time.
Also read “Who wants to take the train again after that”: with the SNCF strike, the great resourcefulness of users
If a price difference appears at first glance, you must still complete the transaction.
SNCF covers the difference in fares.
This also applies to journeys maintained throughout this weekend if travelers wish to leave at another time, to avoid an unpleasant last minute surprise.
Get 50% off your next purchase
This is the “exceptional” gesture implemented by the SNCF during this massive strike by controllers.
To obtain it, you do not have to take any steps.
All customers whose train has been canceled will receive an SMS and/or email with a reduction code in the coming days.
You will then need to enter it when finalizing your next purchase to obtain the 50% reduction.
You have until “the end of summer” to use it.
My outbound train is canceled, but not my return
Two options are available to you.
You can, first, exchange your first ticket free of charge to get to your destination, or have it refunded in full and find a replacement solution - at your expense.
If, in an emergency, you have found another way to travel and you no longer need your return train, you can also request a full refund.
The only condition is that you have purchased the outward and return journeys at the same time.
Otherwise, you will use the classic procedure: cancellation or exchange free of charge up to six days before departure, after which 19 euros fees apply.
I paid for a plane ticket, car rental or taxi
Your train is canceled, all the others are full, and you incur costs to travel otherwise: the SNCF will not compensate you.
The railway company believes it is fulfilling its duty by refunding 100% of your ticket and implementing the “exceptional measure” of 50% reduction on the next purchase.
It is your responsibility, then, to use this money as you wish.
Even if the solution you found turns out to be more expensive.
I had a vacation rental
The controllers' strike permanently prevents you from going to your vacation spot, whether skiing or elsewhere: the SNCF will not reimburse you for your hotel, Airbnb, campsite or other private rentals.
It is not required to do this, unlike airlines which, as required by European regulations, must reimburse “additional costs” incurred by its customers when their flight is canceled.
So, all you have to do is cross your fingers that the company or person you rented from agrees to compensate you.