Commercial dispute
These are disputes relating to the performance of the transport contract, such as a delayed train or a comfort issue on board. They may also concern a fare adjustment paid on board a train or at a station (for example, a flat-rate penalty paid because you travelled “without a valid ticket”).
Disputes may also relate to the sale of transport tickets by SNCF, Eurostar, Corsican Railways or their distribution networks (for example, a problem when a ticket is issued).
Carriers concerned
The Mediator handles disputes you may have with SNCF Voyageurs, Eurostar or Corsican Railways.
Eligibility requirements
- You have already submitted an initial complaint, and the relevant carrier has issued a written refusal or has not responded.
- Your request is made within one year of the date the relevant carrier’s customer service department received your complaint.
- Your request is well-founded and specific.
- You have not brought this dispute before a French or foreign court.
Railway offences
This includes fare-related offences or offences involving antisocial behaviour:
travelling without a ticket, failing to provide proof of eligibility for a discount, breaching the smoking ban, misusing the emergency alarm…
You may refer your case to the Mediator only if you have first disputed the penalty notice or its amount with the Recovery Centre, whose contact details are shown on your notice.
You must refer your case to the Mediator after contacting the Recovery Centre but before the end of the three-month period from the date the offence was recorded. The Mediator can only handle offences in the first four categories.
Please note:
Recovery of the penalty notice is suspended while the Mediator reviews your case.
If you have not paid a penalty notice
If you wish to contest a penalty notice