Referring to the Mediator
The Mediator intervenes in disputes that the customer services of SNCF Voyageurs, Eurostar, or Chemin de Fer de la Corse could not resolve. They examine complaints free of charge and confidentially within 90 days.
Before contacting the Mediator, ensure your request is admissible. The Mediator reserves the right not to process any request containing insulting and/or threatening remarks towards them or any entity they represent.
What disputes can the Mediator handle?
The Mediator is qualified to handle your request if it concerns a commercial or contractual dispute, or a contravention related to transport policing in the first four classes. You may contact the Mediator in French or English.
The concerned transport operators:
The Mediator addresses disputes you may have with SNCF Voyageurs, Eurostar, or Chemin de Fer de la Corse.
Commercial disputes:
These are disputes related to the execution of the transport contract, such as a delayed train or an onboard comfort issue.
It may also concern disputes related to the distribution of tickets issued by SNCF, Eurostar, Chemin de Fer de la Corse, or their distribution network (e.g., an issue when a ticket is issued).
You can contact the Mediator if:
- You have already filed a first complaint to which 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 Chemin de Fer de la Corse.
- Your request is less than one year old from the date the relevant carrier’s customer service received your complaint.
- You have not taken the dispute to any French or foreign court.
If you have not filed the first complaint with the relevant carrier, submit your complaint by mail or online:
Complaint to SNCF Voyageurs for commercial dispute
By mail:
SNCF Voyageurs
Customer Relations Service SNCF
62 973 Arras Cedex 9
Complaint to SNCF Connect for commercial dispute
By mail:
SNCF Connect Customer Service
2 Place de la Défense
CNIT 1 – BP 440
92 053 Paris La Défense Cedex
Complaint to OUIGO for Commercial Dispute
By mail:
SNCF Customer Relations Service
OUIGO
62 973 Arras
Complaint to Max Jeune for Commercial Dispute
By mail:
Max Jeune Service
2 Place de la Défense
CNIT 1 – BP 440
92 053 Paris La Défense
Cedex
Complaint to TER for Commercial Dispute
Complaint to Transilien SNCF for Commercial Dispute
By mail:
TRANSILIEN SNCF VOYAGEURS
Service Client
TSA 74104
59317 VALENCIENNES CEDEX 9
Complaint to Eurostar for Commercial Dispute
For travel to/from London St Pancras, you can contact the following customer service:
Eurostar Contact Centre
2nd Floor Kent House
81 Station Road
Ashford KentTN23 1AP
United Kingdom
For travel between France, Belgium, the Netherlands, and Germany, you can contact the following customer service:
Eurostar Contact Centre
BP 14
1050 Ixelles
BELGIUM
Complaint to CFC (Corsica) for Commercial Dispute
By mail:
Chemins de fer de la Corse
Service Commercial BP 237
20 200 Bastia
Offenses Related to Railway Transport Policing of the First Four Classes Recorded by Certified SNCF Voyageurs Agents
These are tariff offenses or those related to
incivilities: no ticket, unjustified discounts, smoking prohibition violations, misuse of the emergency signal, etc.
You can only contact the Mediator if you have first contested the fine or its amount with the Recovery Center, whose contact details are listed on your fine.
Contact the Recovery Center >
You must contact the Mediator after reaching out to the Recovery Center but before the 3-month deadline from the date of the infraction. The Mediator can only be involved in fines of the first four classes.
Note:
The collection of the fine is suspended during the Mediator’s handling of the case.
Exceptions to the Mediator’s Jurisdiction:
- Fines that may result in SNCF Voyageurs filing a complaint against you for habitual travel without a valid ticket, an offense outlined in Article L 2242-6 of the Transportation Code.
- Fines under railway transport policing of the first four classes recorded by a certified agent of a transporter other than SNCF Voyageurs, Railway Security (Suge agents), or the infrastructure or passenger station manager. You can still file a protest within 3 months of the infraction’s report so that your case may be submitted for review by the public prosecutor, in accordance with Article 529-5 of the Code of Criminal Procedure. For fines issued by a certified agent of Railway Security, the infrastructure manager, or passenger stations, you can send your protest to the Recovery Center. For fines issued by a certified agent of another transporter, you can send it to the competent service of that transporter.
- Fines related to an offense.
- Disputes concerning bodily injuries (for example, you missed a step when exiting the train).
- Disputes related to contractual relationships between you and catering service providers onboard, such as the bar car.
- Disputes that do not fall under the initial jurisdiction of the carrier’s customer service (for example, you are a local resident suffering from noise disturbances).
- Disputes that fall under the jurisdiction of another Mediator with whom a competency-sharing protocol has been signed.
- Disputes for which a complaint has been filed.
- Disputes related to ancillary services of a transport contract offered by Eurostar, where fulfillment is subject to technical or external uncertainties unrelated to rail operations (for example, a faulty WiFi service or the absence of magazines in first class on Eurostar).
- Disputes concerning package travel (train ticket + hotel) including a rail service from one of the carriers. These should be addressed to the Tourism and Travel Mediator:
Contact the Tourism and Travel Ombudsman
By mail:
Tourism and Travel Ombudsman
BP 80 303
75 823 Paris
Cedex 17
- More broadly, for all cases where, under Article L. 612-2 of the Consumer Code, a dispute cannot be subject to mediation.
How to Contact the Mediator
The following individuals can contact the Mediator:
You, the client, noting that you can be assisted and/or represented by a third party of your choice. If you choose an individual, the Mediator will request a mandate in the form of a letter dated and signed by you.
Download the mandate template >
The Defender of Rights and its Delegates, the national consumer associations approved by protocol, national consumer associations not approved in France, justice conciliators, and the European Consumer Center (CEC), lawyers, legal services, or social services, all acting on behalf of a traveler.
You sent your claim to the Defender of Rights, the European Ombudsman, or a Mediator established with European railway companies? Don’t worry, it will be forwarded to the SNCF Voyageurs Mediator.
If you are experiencing difficulties validating your online request, please clear your browser cache or log in using private browsing.
You can submit your case to the Mediator online via a form. Your file will be transmitted immediately, and if it is admissible, you will receive a response within 90 days from the notification of the receipt of your request.
To use the online form, you must have a recent web browser. An outdated browser or the use of Internet Explorer does not allow for secure use or completion of the form you have filled out. There are risks of errors in the data entry.
It also does not provide a comfortable user experience. Some elements of our site pages may not display correctly, or may not display at all.
- Copy of the ticket issued within the last 3 months
- Proof of your submission to the Collection Centre
- If you are an individual acting on behalf of one or more persons, include a digital copy of the offender’s authorization and identification card
How to dispute with the Recovery Center:
In writing:
The letter sent to the Recovery Center must be attached to your submission.
By phone:
A document specifying the date of your phone contact and summarizing the discussions with the Recovery Center must be attached to your submission.
Attention
Your request must only concern a single report. If your request involves multiple reports, you must submit a request for each of them.
If you are filing a claim regarding a commercial dispute, you must provide the following items:
- Copy of the ticket(s) / subscription card(s), discount card(s) (if it’s an e-ticket, provide the confirmation email of your order) OR a copy of your flat-rate compensation if your dispute concerns a regularization.
- Copy of your letter sent to the Customer Relations Service of the carrier.
- Any other supporting document for your request (e.g., discount cards, tickets, etc.). If it’s an e-ticket, provide the confirmation email of your order.
- If you are an individual acting on behalf of someone else, provide a digital copy of the mandate from that person along with their ID card.
The personal data provided as part of the request to the SNCF Voyageurs Mediator is processed in compliance with the provisions of the General Data Protection Regulation (GDPR). Consult our information notice regarding the use of your personal data here.