BEFORE, DURING AND AFTER YOUR JOURNEY

Transcription

1 BEFORE, DURING AND AFTER YOUR JOURNEY edition september 2012 CONDITION OF APPLICATION ONLY THE FRENCH VERSION OF THE PRESENT DOCUMENT PREVAILS

2 LA GARANTIE VOYAGE TM BECAUSE YOU TRAVEL WITH US, WE ARE AT YOUR SIDE TO ADVISE YOU, ANSWER YOUR QUESTIONS AND TAKE CARE OF YOU. BEFORE, DURING AND AFTER YOUR JOURNEY, WE ARE HERE: THAT S OUR GARANTIE VOYAGE. GARANTIE INFORMATION We are here to give you real time information in stations and trains, via the SNCF Direct mobile application, and by phone on calling 36 35*. We are here on-line, too, to give you the punctuality figures for your train over the last 60 days. * 0.34 / minute inc. VAT/ additional operator charges may apply. GARANTIE REPORT OU REMBOURSEMENT We are here, in case the departure of your train is postponed for more than 1 h or cancelled: feel free to choose between an alternative travel solution or a refund. GARANTIE ASSISTANCE We are here to assist you if a major problem occurs during your journey to help you find a way to continue your journey and provide you with accommodation, if necessary. We are also here to provide you with a drink, snack or meal, depending on the time of day. GARANTIE PONCTUALITE We are here if the arrival of your train is delayed by more than 30 minutes, to inform you of your rights under the Garantie Ponctualité and to distribute the Garantie Ponctualité envelope where appropriate. We are here on-line too, to confirm the reason for the delay and your rights to compensation under the Garantie Ponctualité the day after your journey. GARANTIE PLACE ASSISE We are here in case you do not have a reserved seat for a journey lasting more than 1 h30 on a train where reservation is required. We will help you to find a seat on the train or offer you a voucher as a gesture of goodwill if there are no seats available. GARANTIE RECLAMATION We are here to process to any on-line claim via our customer service department: within a maximum of 5 days if you have an e-ticket, by the end of 2012, the same processing time will apply to all types of tickets, excluding Garantie Ponctualité issues. Passengers going on a journey in France with a train ticket to be subject to Tarifs Voyageurs SNCF: On TGV and INTERCITÉS trains, On international trains operated by SNCF or in partnership with its partners in Europe [i.g.: TGV Lyria, DB/SNCF in cooperation (Paris-Frankfurt and Paris-Stuttgart-Munich), TGV Italie]. THE FOLLOWING ARE Passengers using the following trains: idtgv, entity with its own general terms and conditions, Transilien, TER, Trains operated by other railway companies. Under exceptional circumstances, SNCF may adapt the conditions of application of La Garantie Voyage TM. In this case, information will be displayed in stations, on and and via the SNCF Direct mobile application as soon as possible. For any claims related to La Garantie Voyage TM, please send a letter within two months following the end of your journey to the following address: Service Relation Client SNCF ARRAS Cedex 9 - FRANCE. P.2

3 GARANTIE INFORMATION We are here to give you real time information in stations and trains, via the SNCF Direct mobile application, and by phone on calling 36 35*. We are here on-line, too, to give you the punctuality figures for your train over the last 60 days. Before or during your trip, you receive real time information about the timetable and traffic conditions of your train: In stations, through our agents or information boards, By phoning 36 35*, On-line, on On your smartphone, via the SNCF Direct application. In addition, you can check the punctuality figures for your train over the last 60 days at any time on in the section «Après votre arrivée». By the end of 2012, you will also be able to check the punctuality figures for all trains with tickets on sale so that it is more convenient to plan your journey. * 0.34 / minute inc. VAT/ additional operator charges may apply. WHO COULD I SPEAK TO? Our SNCF agents in stations or trains, Our SNCF advisers by phoning 36 35*. They are available daily from 7 am to 10 pm to answer your questions. WHERE SHOULD I LOOK? Departure and Arrival information boards and monitors, which display the platform numbers 20 minutes before the departure/arrival of your train, The SNCF Direct application, which is downloadable on your smartphone for free. It is already available on Android phones and iphone and will be available for download on Blackberrys and ipads in the second half of 2012, Internet: GARANTIE REPORT OU REMBOURSEMENT We are here, in case the departure of your train is postponed for more than 1 h or cancelled: feel free to choose between an alternative travel solution or a refund. Your train is delayed for 1 h at departure or cancelled. You may choose between two options: First option: you exchange your tickets for free in order to continue your journey within 48 h. Similar conditions to the original ones apply - similar class, similar comfort level (subject to availability). Second option: you may cancel your journey and get a full refund of your entire ticket, including the return ticket if you are no longer interested in using it. Garantie Report ou Remboursement applies to any journey in France on a TGV, INTERCITÉS or international train that has been delayed for more than 1 h at departure or cancelled. In this case, the whole journey in France is covered by the Garantie, including any connections mentioned on your ticket. This means that Garantie Report ou Remboursement applies if you have a train connection on a TER following your TGV or INTERCITÉS trains. All tickets for a specific date and train, including nonexchangeable/non-refundable tickets. The TER connection delayed prior to your journey on a TGV, INTERCITÉS or international train. WHERE CAN I EXCHANGE MY TICKET? WHERE CAN I GET A REFUND? In train stations, SNCF shops or SNCF - approved travel agencies, up to 24 h following the original departure time of your train. After 24 h, please send your refund claim by mail to the following address: Service Relation Client SNCF ARRAS Cedex 9, FRANCE. P.3

4 GARANTIE PLACE ASSISE We are here in case you do not have a reserved seat for a journey lasting more than 1 h30 on a train where reservation is required. We will help you to find a seat on the train or offer you a voucher as a gesture of goodwill if there are no seats available. Your train ticket is marked «sans place attribuée» (no reserved seat). And you end up either standing at the bar, or sitting on a folding seat. If the total running time of your journey indicated on your ticket is more than 1 h30, our train manager will help you find a coach seat. If there are no seats available, the train manager will offer you a discount voucher valid for 6 months to use on a future journey. The discount offered will be 10, 20 or 30, depending on the comfort level of your journey, the duration, and the price paid per person. The train manager will give you this voucher. If they are not able to do so, ask them to write a note on your ticket so you can send it to our customer service department to receive your voucher. Journeys on TGV or INTERCITÉS trains with compulsory reservation with a journey time of at least 1 h30 on the same train. Échange Pro customers, Forfait and military prices. WHERE COULD I SPEAK TO? To the train manager to find a seat on the train, to give you a discount voucher or, if necessary, to write down a note on your train ticket, By mail with your marked train ticket, to be sent within two months after the end of your journey to the following address: Service Relation Client SNCF ARRAS Cedex 9 - FRANCE GARANTIE ASSISTANCE We are here to assist you if a major problem occurs during your journey to help you find a way to continue your journey and provide you with accommodation, if necessary. We are also here to provide you with a drink, snack or meal, depending on the time of day. During your journey, if your train is stopped in a train station or on the track between two stations - for an hour or more - because of an accident or poor weather conditions, etc, SNCF will look after you. For delays of 1 h up to 2 h, we will do our best to offer you appropriate and adequate assistance. For delays of more than 2 h, or if it becomes impossible for you to continue your journey on the same day, we offer you appropriate solutions according to your situation: Our top priority will be to try to help you find a means of transportation to take you to the destination station indicated on your ticket (excluding the suburban Transilien network) via another train or a replacement vehicle (e.g. bus or taxi in some cases) when possible and according to the terms defined by SNCF. If necessary, we will offer you accommodation in a 2-star hotel, subject to capacity, or, failing that, in a lower class hotel or in a stationary train at a platform. In all cases, we will offer you a drink and, at lunch or dinner, a snack or meal box, subject to availability of stock. All tickets, including non exchangeable/non-refundable tickets. Travel to destination stations on the suburban network (Transilien). P.4

5 GARANTIE PONCTUALITE We are here if the arrival of your train is delayed by more than 30 minutes, to inform you of your rights under the Garantie Ponctualité and to distribute the Garantie Ponctualité envelope where appropriate. We are here on-line too, to confirm the reason for the delay and your rights to compensation under the Garantie Ponctualité the day after your journey. The arrival of your train is delayed by 30 minutes or more? We undertake to inform you of your rights to compensation. If the delay is due to SNCF, we shall undertake to pay compensation ranging from 25% to 75% of the fare, depending on the whole duration of the delay. The compensation conditions are specified in the TGV and INTERCITÉS Guides. Upon arrival, the train manager or agents on the train station premises will hand you out the Garantie Ponctualité envelope - formerly known as the Enveloppe SNCF Régularité - which will enable you to claim compensation. We also undertake to confirm the reason for the delay the next day on our website: in the «Après votre arrivée» section. This will help you to identify whether you are entitled to compensation. HOW DO I CLAIM COMPENSATION? You just need to follow the directions given on the back of the Garantie Ponctualité envelope. You can also send your request along with your ticket by: A form that you can download and print from sncf.com, Regular mail to one of the following addresses: Service Garantie Ponctualité Toulouse Cedex 9, FRANCE. Service Garantie Ponctualité - SNCF BP Caen Cedex 6, FRANCE. If you are an SNCF loyalty programme cardholder (i.g. Programme Voyageur), please contact our dedicated after-sales service. GARANTIE RECLAMATION We are here to process to any on-line claim via our customer service department: within a maximum of 5 days if you have an e-ticket, by the end of 2012, the same processing time will apply to all types of tickets, excluding Garantie Ponctualité issues. Do you have an e-ticket? Please feel free to file a claim with our customer service department on our website: You will find the relevant form to fill out your claim on-line. We shall reply within five days to the stated address including weekends and bank holidays. We may request extra information where necessary to process your file. You do not have an e-ticket? By the end of 2012, you will enjoy the same on-line service (not applicable to the Garantie Ponctualité). WHO COULD I SPEAK TO? Our customer service department com. And, of course, our agents are here to answer to any request not filed on-line: Service Relation Client SNCF ARRAS Cedex 9, FRANCE. Customers who purchased their ticket from an SNCF approved travel agency have to contact the agency directly. The five-day processing time does not apply to approved travel agencies. P.5