SNCF Voyageurs' Mediator

Discover the portrait of Jean-Luc Dufournaud, SNCF Voyageurs Mediator, who will do everything possible to help you settle your dispute.

Jean-Luc Dufournaud

Jean-Luc Dufournaud is the SNCF Passenger Mediator:

A lawyer by training, Jean-Luc Dufournaud has a very good knowledge of the railway world, both nationally and internationally, having served for several years as Deputy General Counsel and then Deputy General Counsel of the SNCF. He was also elected President of the International Rail Transport Committee (CIT), based in Bern, for 7 years. He was then appointed Director of Ethics for the SNCF Group. Finally, he has a solid experience in the field of data protection, from his functions as Data Protection Officer (CIL), now Data Protection Delegate.

His professional background:

Jean-Luc Dufournaud joins the Legal Department of the SNCF as a project manager

He joins the French Banking Association (AFB) as legal advisor. It deals with competition, anti-money laundering and personal data protection issues. On these last two subjects he wrote two technical works.

He returned to the Legal Department of the SNCF as Deputy Director and then Deputy Director. At the same time, he is the SNCF’s Data Protection Correspondent (now the Data Protection Delegate).

2011 – 2018
He was elected President of the International Rail Transport Committee (CIT), an association under Swiss law which works in the field of international rail transport law and brings together 130 railway companies.

He was appointed Director of Ethics for the SNCF Group

Jean-Luc Dufournaud becomes SNCF Voyageurs Mediator after being appointed on April 9, 2021 by the Consumers’ Consultative Council, a joint body made up of representatives of rail carriers and approved national consumer associations. Following the confirmation of his designation by the Commission of Evaluation and Control of the Mediation of Consumption, on July 7, 2021, Jean-Luc Dufournaud was registered on the list of the Mediators of Consumption as well as on the list of the Mediations notified to the European Commission.

A word from the Mediator

The quality of service provided to passengers is a fundamental requirement that SNCF Voyageurs, Eurostar, Thalys and Chemins de Fer de la Corse must meet. This quality must be met not only during the transport service but also when passengers file a complaint with the Ombudsman. This recourse to the Mediation officer must be easy and reassuring, in the sense that the traveler must benefit from an attentive listening, a serene dialogue and a commitment of the Mediation officer to bring him the most objective and adapted answer to the situation concerned.

I am firmly committed to ensuring that this free alternative dispute resolution process always responds to travelers’ complaints in a transparent, impartial and thorough manner. It is this constant concern to find an amicable solution that motivates my team and myself. I am deeply convinced that I owe travelers a humane, fair and respectful treatment of the expectations they express to me.

Jean-Luc Dufournaud, SNCF Passenger Mediator

The characteristics of the Mediator function

  • The Mediator is an external figure, independent of the carriers, with whom there is no hierarchical or functional link.
  • He is appointed by the Consumers’ Consultative Council, a joint collegiate body attached to SNCF Voyageurs.
  • He has skills in mediation as well as good legal knowledge, particularly in the field of consumer affairs.
  • It must be registered on the list of Mediations notified to the European Commission.
  • He may not receive any instructions from the parties, in particular from the carriers or their representatives.
  • If, during a mediation procedure, the Mediator’s neutrality is affected in any way, he or she shall immediately inform the parties, who shall have the right to object to the continuation of his or her mission.
  • The Mediator’s remuneration is not linked to the results of the mediation.
  • The Mediator’s term of office is set at 3 years, renewable. At the end of his or her mandate, the Mediator may not work for any of the transport companies that are signatories to the Mediation Protocol for a period of three years.