1I would like to change my train ticket reservation

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Click here to find out about the conditions for the exchange and refund service for the various rates.

You can exchange your tickets:

• In any French station, with your tickets, if:

• Send us a message via the contact form

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2I would like to cancel my train ticket reservation.

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Click here to find out more about the conditions for the exchange and refund service regarding various rates.

You can cancel your order:

• In any French station, with your tickets, if:

• Send us a message via the contact form

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3Conditions for train ticket refunds

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The conditions that pertain to each rate reserved are specified all throughout the reservation process for your order.

The conditions for exchange and refunds are as follows:

Pro Rate: Exchange and refunds are free up to departure and within the hour following departure in the departure station (exchange for the next train for the same destination); after departure, Pro rate tickets can be exchanged and are refundable for 60 days and an administrative charge of 50% of the value of the ticket applies.

Abonnement Forfait Season Ticket holders benefit from the same conditions for exchanges and refunds as well as the same services as the associated Pro rate.

Abonnement Frequence Ticket holders benefit from the same flexibility as the Pro rates (free exchange, Last Minute Access, Minute Pro Exchange Terminals, etc.).

Loisir Rate: The exchange and refund service is free up to the day before departure, and is accessible subject to an administrative charge of 10€ per person and per segment on the day of departure (or with an administrative charge of 50% of the value of the ticket when the latter is less than 20€). For holders of discount cards (12-25, Escapades, Senior or Child+), the service charge is 3€ on the day of travel, per person and per segment.

After departure of the train, tickets issued at the Leisure rate cannot be exchanged or refunded.

Prem’s Tickets: cannot be exchanged and are non-refundable.

Prem's Bons Plans du Net Tickets: cannot be exchanged and are non-refundable.

With large family cards, annual holidays, etc.  exchanges and refunds are free up until the day before departure, with a 3€ service charge on the day of departure. These rates cannot be exchanged and are non-refundable after departure.

Check the conditions that are written on your ticket or in our general terms of sale.

New THALYS Fares Aftersale Conditions

From the 1st of September, 2008, exchange and refund conditions for Thalys fares will change.

Exchange

Fares for the old range (Librys, Jeune, Senior, Kid, Kid & Co) remain exchangeable before departure. For journeys after the 1st of September, 2008, there will be new fares.

Refunds

Until the 1st of September, 2008, conditions for refund will remain the same.

From the 1st of September, 2008, refund conditions for the new Thalys range will apply. Jeune, Senior, Kid and Kid & Co fares will be refundable, with 50% deducted after departure.

If you bought your ticket before the 1st of June, 2008, you should contact our Customer Service Department or an SNCF station to obtain the refund of your ticket (10% deducted).

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4Sending a claim or refund request to SNCF

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If you have a remark to make on how your trip unfolded or if you want to file a claim or request a refund from SNCF subsequent to purchasing a train ticket, or dispute a rate adjustment that took place on board a train, here is the address of the department in charge of after-sales service:


If your claim involves the purchase of a train ticket, please attach:

• Your 6-character dossier reference number.

• Your original train tickets.

• The copy of your bank account statement where the debit concerning this purchase is mentioned.

• Complete contact information (last and first name, address and telephone number).

• A French RIB or RIP or your banking coordinates in international format

For faster service, include the telephone number and time that you can be reached during the day in your letter.

If your train was late and you would like to obtain compensation in terms of the Guaranteed Schedule Commitment.

If you were not given a "regularity envelope" at the arrival station, and the Guaranteed Schedule Commitment applies, you can send your original train tickets in a stamped envelope, no later than 45 days after the date of travel, to the following address:


For all claims concerning a fine, please attach:

• The original train tickets that you have

• Your fine slip (PV)

• A letter providing the details of your claim

• Complete contact information (last and first name, address and telephone number)

This department handles complete requests only by mail:

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5I would like to cancel my Prem’s ticket

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Prem’s rates cannot be exchanged and are non-refundable.

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6Why is there a charge for exchanges and refunds on the day of departure?

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In order to improve service quality and seat availability, an exchange and refund service has been set up to allow all of our customers who would like to travel to have a seat.

In order to facilitate access to the train for all of our customers, it is therefore recommended to have your tickets exchanged or refunded in advance.

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