A commercial dispute

Disputes relating to the performance of the transport contract, such as a delayed train or a comfort issue on board.

An SNCF penalty notice

This includes fare-related offences or offences involving antisocial behaviour:
travelling without a ticket, failing to provide proof of a discount, breaching the smoking ban, misuse of the emergency alarm…

Exceptions to the Mediator’s remit

Some disputes cannot be handled by the Mediator. See the list of excluded situations to find the appropriate point of contact.

You have already submitted an initial complaint

The relevant carrier has issued a written refusal or has not responded within one month for SNCF Voyageurs, or within three months for Eurostar or Corsican Railways.

You have not yet submitted an initial complaint to the relevant carrier

Find useful links and contact details for submitting a complaint or disputing a penalty notice.