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Compensation of train ticket

Dear Sir or Madam, on 26/02/2016 I wanted to travel from Karlsruhe to Lyon by train and paid 55,40€ for the international ticket which I booked with SNCF. Due to a delay of the first train from Karlsruhe to Offenburg, I missed my connection for the second train from Offenburg to Strasbourg. As this connection was the last connection of that day, I didn't reach Strasbourg and Lyon at all, which was very upsetting as I had an important appointment in Lyon that weekend. When I sent a compensation request to SNCF (including all the orginal tickets etc.) I got an answer saying that only 5,60 € of the tickets would be refunded as it would count as a a case of "Reaching the destination with a delay of 1-2 hours". This is definitely not true. I am so disappointed of the overall service of SNCF. Even until now (Mid of April) I didn't get any money back. Therefore, I would kindly like to ask you to check my request (nr. 9497088) once again and please refund me the total amount of the ticket. Thank you! Kind regards, Alina Wolf

Alina Wolf
Alina Wolf
Marjolaine de l'équipe SNCF
Marjolaine de l'équipe SNCF
Equipe

Hello Alina,

I understand your disappointment and be certain that we are going to work on your claim again.
I can see that you noticed you have cutted short your journey on the DB form. But the person who handled you file did not pay attention to this and just thought you were claiming for the delay of the first train.
I am going to ask that person to reopen your file and then refund the rest of the journey you did not do.

Best regards

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Autres réponses

Marjolaine de l'équipe SNCF
Marjolaine de l'équipe SNCF
Equipe

Hello Alina,

If I understand correctly your request, you mention that the train ICE from Karlsruhe to Offenburg was late. You then had a compensation concerning the delay of 1-2 hours of that train.
Did you ever reach Lyon or did you decide to cancel the rest of your journey by train?

Best regards,

Alina Wolf
Alina Wolf

Hi, thank you for your answer. I never reached Lyon because the train that I missed in Offenburg was the last train for that day. So I had no chance to get to Lyon anymore. Best regards, Alina

Alina Wolf
Alina Wolf

I already asked DB to refund the ticket, but they told me that SNCF is responsible for the refund, as I booked the ticket with SNCF and not with DB. So for me this is very confusing. Officialy, it's told to the customers that this is such a valuable and great cooperation between DB and SNCF. But when something goes wrong, nobody wants to take the responsibility. That's very disappointing. :(

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