Understanding mediation

Mediation is a free, confidential and independent process for finding an amicable solution between a passenger and a carrier. It takes place after an initial complaint has not led to a satisfactory resolution.

What is mediation?

Consumer mediation is governed by several legal texts, primarily the Consumer Code (Articles L 611-1 to L 613-3, Article L 641-1, and Articles R 612-1 to R 616-2).

In disputes between a consumer and a professional, mediation aims to resolve the dispute independently, impartially, transparently and fairly.

It is initiated voluntarily by the consumer and is free of charge.

To contact the SNCF Voyageurs Mediator, you must first have submitted a written complaint to which SNCF Voyageurs, Eurostar or Corsican Railways has issued a written refusal, or failed to respond within the time limits set out here:

For SNCF Voyageurs:

1 month from the date your written complaint was sent.

For Eurostar:

3 months from the date your written complaint was sent. The complaint must have been submitted within the past year.

For Corsican Railways:

3 months from the date your written complaint was sent. The complaint must have been submitted within the past year.

Check whether your case is eligible

If you have already submitted a complaint to SNCF Voyageurs, Eurostar or Corsican Railways and are not satisfied with the response, you can refer your case to the SNCF Voyageurs Mediator.

  • Check the eligibility criteria

    A few simple criteria will help you determine whether your case can be reviewed.

    View page

  • How to contact the Mediator

    How to submit your case, which supporting documents to provide, and how to send them

    View page

The principles of mediation

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