Referring

to the Mediator

The Mediator intervenes in disputes that the customer services of SNCF Voyageurs, Eurostar, Thalys or Chemins de Fer de la Corse have been unable to resolve. It reviews claims free of charge and confidentially, within 90 days.

Before submitting your application, make sure it is eligible. The Mediator reserves the right not to process any application that contains insulting and/or threatening language against the Ombudsman or any entity for which the Ombudsman is acting.

For which disputes should I contact the Mediator?

The Mediator is competent to deal with your request if it concerns a commercial or contractual dispute or a violation of the first four classes of rail transport policy. You can contact the Mediator in French or English.

Carriers involved:

The Mediator deals with disputes you may have with SNCF Voyageurs, Eurostar, Thalys or Chemins de fer de la Corse.

Carriers involved:

The Mediator deals with disputes you may have with SNCF Voyageurs, Eurostar, Thalys or Chemins de fer de la Corse.

Commercial Litigation:

These are disputes relating to the distribution of tickets by SNCF, Eurostar, Thalys, Chemins de Fer de la Corse or their distribution network (e.g. a problem with the issue of a ticket).

Commercial Litigation:

These are disputes relating to the performance of the transport contract, such as a late train or a problem with comfort on board.

It may also concern disputes relating to the distribution of tickets by SNCF, Eurostar, Thalys, Chemins de Fer de la Corse or their distribution network (e.g. a problem with the issue of a ticket).

You may refer the matter to the Mediator if:

  • You have already made a first complaint to which the carrier concerned has refused in writing or has not replied within one month concerning SNCF Voyageurs, or within 3 months concerning Eurostar, Thalys or Chemins de fer de la Corse.
  • Your request is less than one year old from the date your claim was received by the customer service department of the Carrier concerned.
  • You have not brought the matter before any French or foreign court.

If you have not made the first claim with the carrier concerned, make your claim by mail or online:

Contraventions

First four class rail transport police offences recorded by sworn SNCF Voyageurs agents.

These are fare violations or violations related to incivilities: no ticket, unjustified reduction, violation of the smoking ban, abuse of the alarm signal, etc.

You can only refer the matter to the Mediation officer if you have first contested the statement of offence or its amount with the Collection Centre, whose contact details appear on your statement of offence.

Entering the Collection Center >

You must refer the matter to the Mediator after the Collection Centre has been contacted, but before the end of the 3-month period starting from the date of the offence. The Mediator can only be contacted in the case of the first four classes of offences.

To Know

The collection of the minutes is suspended while the case is being processed by the Mediator.

 

Les exceptions

Exceptions to the Mediator ‘s jurisdiction

  • Contraventions that expose you to a complaint from SNCF Voyageurs for habitual travel without a ticket, an offence provided for by article L 2242-6 of the Transport Code.
  • Contraventions related to an offence.
  • Personal injury claims (for example, you missed a step when getting off the train).
  • Disputes relating to the contractual relationship between you and the companies providing in-flight catering services, such as the bar car.
  • Disputes that do not fall within the initial jurisdiction of the carrier’s customer service department (for example, you are a resident of the area and are suffering from nuisance or noise pollution).
  • Disputes that fall under the jurisdiction of another Mediator with whom a protocol of distribution of competences has been signed.
  • Litigation for which a complaint has been filed.
  • Disputes relating to the ancillary services of a transport contract offered by Thalys or Eurostar and whose realization is subject to technical hazards or external to the railway operation (for example, you were confronted with a failing WiFi service or the absence of magazines in 1st class for Eurostar).
  • Disputes relating to package tours (train ticket + hotel package) including a rail service from one of the carriers. They should be sent to the Tourism and Travel Mediator :

  • First four class rail transport police reports issued by a sworn agent of a carrier other than SNCF Voyageurs, of the Sûreté ferroviaire (Suge agents) or of the infrastructure or passenger station manager.
  • More generally, for all cases in which, pursuant to Article L. 612-2 of the Consumer Code, a dispute cannot be mediated.

How to contact the Mediator

The persons who can refer to the Mediator are :

  • You, the client, knowing that you can be assisted and/or represented by a third party of your choice. If you choose an individual, the Mediator will ask for a mandate in the form of a letter dated and signed by you.

Download the mandate template >

Have you sent your complaint to the Human Rights Defender, the European Ombudsman or to an ombudsman established at European railway companies? Don’t worry, it will be sent to the SNCF Voyageurs Mediator.

If you are having trouble validating your online submission, please clear your browser’s cache or log in using private browsing.

You can contact the Mediator online using a form. Your file will be forwarded immediately and, if eligible, you will receive a response within 90 days of notification of receipt of the application.

To use the online form, you must have a recent Internet browser. An old browser version or the use of Internet Explorer, does not allow a secure use nor a finalization of the form that you would have completed. In particular, there is a risk of errors in entering information.

It also does not allow for comfortable use. Some elements of the pages on our site may not be displayed correctly, or at all.

Médiateur SNCF Voyageurs
TSA 37 701
59 973 TOURCOING CEDEX

Please remember to include a copy of all documents documenting your application.

If you have a complaint regarding a rail traffic citation, you must provide the following:

  • Copy of the minutes dated less than 3 months ago
  • Proof of your referral to the Recovery Center
  • If you are an individual and are acting on behalf of one or more persons, a digital copy of the offender’s warrant and identification.

Method of dispute with the Collection Center :

In writingIn writing:

the letter sent to the Collection Centre must be attached to your referral.

By phoneBy phone:

a document specifying the date of your telephone contact and outlining the content of the exchanges with the Debt Collection Centre must be attached to your referral.

Attention

Your referral should be for one minute only. If your request concerns more than one report, you must make a referral for each of them.

If you have a claim regarding a business dispute, you must provide the following:

  • Copy of the ticket(s)* /subscription card(s), discount card(s) (in case of E-ticket, please provide the confirmation email of your order) OR copy of your lump sum payment if your dispute is about a regularization.
  • Copy of your letter addressed to the Customer Relations Department of the carrier.
  • Any other document to support your request (e.g.: discount cards, tickets*, etc…). In case of E-ticket, please provide the confirmation email of your order.
  • If you are an individual acting on behalf of another person, a digital copy of that person’s mandate and identification.

The personal data provided in the context of the SNCF Voyageurs Mediation officer’s referral are processed in accordance with the provisions of the General Data Protection Regulation (RGPD). Consult our information notice on the use of your personal data here.