Questions & Réponses

Billets, trajets, services voyageurs, trains, autocars, tarifs et cartes ou encore échange et remboursement : posez ici toutes vos questions et obtenez rapidement des réponses de notre part ou de la communauté.

Question en attente de réponse

Train was cancelled

Bonjour, I received an email saying that my train has been canceled. What is the proper way to exchange the ticket for a similar date/time if I am in the UK?

Réponses

Bonjour !

It all on the type of ticket and the mode of purchase, so could you please tell us :

  • where / how did you buy and collect the ticket ?
  • is it an e-ticket (does it state 'e-billet' on it) ?

It's not as if you'd changed your mind and prefered to take another train, there has been a cancellation. If I were you I'd write an e-mail to Trainline. If their custommer service is good, they should accept, in this case, to exchange your ticket even though it's a non-flex rate.

The ticket on the new train is likely to be more expensive, as it's booked closer to the departure date and you had a non-flex rate, which are usually good bargains.

Idealy Trainline should NOT make you pay the extra charge and make a claim themselves to Sncf to get the difference back. It is likekly they'll tell you it's not their fault and will ask you for the full price difference. Although there are ways for you of making a claim to Sncf later on, Trainline is your main contact and they should do their job all the way : selling tickets AND ensuring proper after sale customer service. And if they don't please let us know.

Philippe

Vous utilisez un navigateur dépassé

Pour une meilleure expérience du web, prenez le temps de mettre votre navigateur à jour ou de télécharger un navigateur plus moderne.

Voir le haut de la page