Terms and Conditions for Add-ons and Packages Provided by OUIGO via Its Direct Distribution Channels
1. Add-ons
FLEX
The “FLEX” Add-on permits altering the date and time for all OUIGO tickets within the same Booking and Journey, up to thirty (30) minutes prior to the departure of the train intended for the change, without incurring the standard ticket modification fare. In the case of a Transfer Ticket, changes are permitted solely prior to the start of the first leg of the Journey, in accordance with the conditions outlined in this section. The “FLEX” Add-on may be purchased separately for each one-way and return Journey of the same booking; however, if the “FLEX” Add-on is purchased for one Journey, it will automatically apply to all passengers on the booking. For Transfer Tickets, the “FLEX” Add-on must be added to both Journeys listed on the ticket. Passengers who book this Add-on and change the date and time of their ticket must, in all cases, pay the difference if the new ticket is more expensive than the original. If the new ticket is cheaper than the original, the price difference will not be refunded and will be retained by OUIGO. Any modification to the date and/or time using FLEX shall apply to all passengers on the booking, and all individuals are required to travel on the newly specified date and time. The FLEX Add-on can only be purchased at the time of booking and cannot be cancelled. Changes to the date and time shall, in all cases, be governed by the provisions of the General Terms and Conditions of Sale.
This Add-on can be applied, upon payment of the applicable fare, to OUIGO ESENCIAL or OUIGO PLUS, either separately or in combination with the REFUNDABLE TICKET Add-on. OUIGO FULL automatically includes the FLEX Add-on.
REFUNDABLE TICKET
The “Refundable Ticket” Add-on permits you to cancel the ticket bought with this Add-on up to thirty (30) minutes prior to the train's departure. For a Transfer Ticket, cancellation is permitted only before the first leg of the Journey begins, in accordance with the conditions outlined in this section. The “Refundable Ticket” Add-on may be purchased separately for each one-way and return Journey of the same Booking; however, if it is purchased for one Journey, it will automatically apply to all Passengers included in the Booking. For a Transfer Ticket, the “Refundable Ticket” Add-on must be added to both legs of the Journey as specified on the ticket. The “Refundable Ticket” Add-on can only be purchased at the time of booking and cannot be cancelled.
This Add-on can be applied, upon payment of the corresponding fare, to OUIGO ESENCIAL or OUIGO PLUS, either separately or in combination with the “FLEX” Add-on. OUIGO FULL automatically includes the “Refundable Ticket” Add-on, subject to specific terms and conditions.
The cancellation will apply to all Passengers on the Booking who requested it, including both one-way and return Tickets. For Transfer Tickets, cancelling one Ticket will automatically affect both Journeys included in that Ticket. If you cancel your ticket, you can select one of the following options:
(a) receiving a refund of 80% of the ticket price (excluding, unless you have purchased the OUIGO FULL package, the amount paid for the “Refundable Ticket” Add-on and, where applicable, for the ‘FLEX’ Add-on) via the same payment method used to purchase the Ticket.
(b) receiving 100% of the Ticket price (excluding the price paid for the “Refundable Ticket” Add-on, unless the OUIGO FULL package has been purchased, and, where applicable, the price paid for the “FLEX” Add-on) in the form of a non-refundable voucher valid for twelve (12) months.
The price paid for the “Time to Consider” Add-on will not be refunded under any circumstances.
The Purchaser agrees to verify that the product they buy complies with their requirements, as detailed in the explanatory table in Annex I.
Seat Selection
Each Ticket will have a seat allocated by default.
The Purchaser has the option to select seats, in which case the corresponding seat selection fare will apply, depending on the Seat type (Standard or XL). The “Seat Selection” Add-on can be booked for one or all Journeys in a Booking, although it will necessarily apply to all Passengers on the Booking. For Transfer Tickets, the “Seat Selection” Add-on must be booked separately for each Journey included in the Ticket, unless the Add-on is included in the Ticket as part of a package. The Purchaser may book this Add-on after providing personal information, using an interactive map that displays all available seats on the train, the selected seat(s), and the price assigned to each seat type. The Purchaser may change his or her Seat up to thirty (30) minutes before the Train’s departure, subject to seat availability. For a Transfer Ticket, seat changes may be made only before the start of the first leg of the Journey, subject to the terms and conditions set out in this section. If a change is made from an XL Seat to a Standard Seat, the price difference will not be refunded and will be retained by OUIGO. The “Seat Selection” Add-on, whether Standard or XL, cannot be cancelled.
Please note that due to technical and operational constraints, OUIGO cannot guarantee that the direction of travel indicated at the time of Seat selection will be maintained throughout the entire Journey.
Pets
Booking the “Pets” Add-on allows you to travel with a pet under the terms and conditions set out in the General Terms and Conditions of Purchase and the General Terms and Conditions of Carriage. Passengers may travel with a legally recognised guide dog or assistance dog without needing to book the “Pets” Add-on.
It is possible to add a pet to the booking, subject to payment of the corresponding fare, either at the time of Purchase or after Purchase, up to thirty (30) minutes before the departure of the Train for which this Add-on is to be booked, via the OUIGO website or app. For a Transfer Ticket, this Add-on can only be booked before the start of the first Journey, subject to the terms and conditions set out in this section. The “Pets” Add-on may be booked to include up to a maximum of two (2) pets per Journey in each Booking, subject to the applicable supplement. In the case of Transfer Tickets, the “Pets” Add-on must be added to both legs of the Journey specified on the Ticket. This Add-on must be assigned to the Passenger travelling with a pet, and the number of pets each Passenger will be travelling with must be specified (a maximum of two per Journey in each Booking). Only Passengers who have booked this Add-on, as shown on their Ticket, shall be entitled to travel with a pet. The “Pets” Add-on cannot be cancelled.
The General Terms and Conditions of Carriage set out prohibitions, terms and limitations regarding the carriage of animals, which must be taken into account by the Passenger when booking the “Pets” Add-on and at the time of travel.
Additional Luggage
Additional Luggage is defined as any luggage that the Passenger intends to take with them on a Journey and which exceeds the dimensions of the included luggage or causes the maximum number of included luggage items to be exceeded. The following shall not be considered additional luggage, and the Passenger may carry them at no extra cost: (i) pushchairs included in the Booking and related items (carrycot, seat) and backless booster seats, provided that a Child or Baby is travelling, with a limit of two (2) pushchairs per Purchase/Booking that includes Children or Babies. Please note that pushchairs must be folded away on board the Trains and placed in the luggage racks; (ii) medical equipment necessary for the trip for certain Passengers, such as ventilators. Please note, in all cases, that Luggage exceeding a total of two (2) metres (height + length + width) and/or weighing more than twenty-five kilograms (25 kg) will not be permitted on board OUIGO trains.
Booking the “Additional Luggage” Add-on allows Passengers to travel with Additional Luggage under the terms and conditions set out in the General Terms and Conditions of Purchase and the General Conditions of Carriage. It is possible to book the “Additional Luggage” Add-on to travel with up to two (2) pieces of Additional Luggage per Passenger, subject to the applicable surcharge. For Transfer Tickets, the “Additional Luggage” Add-on must be added to both legs of the Journey specified on the Ticket. The “Additional Luggage” Add-on can be booked for all Passengers in a Booking or only for certain Passengers; in the latter case, it must be assigned to the applicable Passenger(s), and the number of items booked for each Passenger must be specified (a maximum of two per Passenger). Only Passengers who have booked this Add-on, as shown on their Ticket, will be entitled to use it. This Add-on can be booked both at the time of purchase and after purchase, up to thirty (30) minutes before the departure of the train for which you wish to book this Add-on, via the OUIGO website or app. For a Transfer Ticket, this Add-on can only be booked before the start of the first Journey, subject to the terms and conditions set out in this section. The “Additional Luggage” Add-on cannot be cancelled.
The General Terms and Conditions of Carriage set out additional prohibitions, conditions, and restrictions regarding luggage that the Passenger must take into account when booking the “Additional Luggage” Add-on and at the time of travel.
Time to Think
The “Time to Think” Add-on grants the Purchaser a period of time to confirm a booking under the terms and conditions offered. Booking the “Time to Think” Add-on is subject to the fare in force at any given time. The “Time to Think” Add-on applies to the Booking as a whole. This Add-on is non-cancellable and non-refundable (even if the “REFUNDABLE TICKET” option has been selected), and its price is not deducted from the Booking price if the Booking is ultimately confirmed and paid for. Due to its nature, this Add-on can only be purchased at the time of purchase.
2. Packages
OUIGO Essential
Includes a Ticket for one Journey, or two in the case of a Transfer Ticket, and the right to carry one piece of Hand Luggage and one piece of Cabin Luggage. It does not include any Add-ons, but allows you to purchase Add-ons available through Direct Sales Channels (except for the ‘Refundable Ticket’ Add-on under FULL, which is only available with OUIGO FULL) by paying the corresponding fare. The “FLEX” and “Refundable Ticket” Add-ons are only available at the time of purchase. It is possible to upgrade an OUIGO Essential ticket to OUIGO PLUS by paying the applicable supplement, up to thirty (30) minutes before the departure of the Train you wish to book OUIGO PLUS for. In the case of a Transfer Ticket, changes are permitted solely prior to the start of the first leg of the Journey, in accordance with the conditions outlined in this section.
OUIGO Essential may be booked separately for each one-way or return Journey within the same Booking; however, booking OUIGO Essential for one Journey automatically applies to all Passengers included in the Booking. For Transfer Tickets, booking OUIGO Essential automatically applies to both Journeys specified on the Ticket.
OUIGO PLUS
Includes the Ticket for one or two Journeys, in the case of a Transfer Ticket, the right to carry one (1) piece of Additional Luggage, the Standard “Seat Selection” Add-on and access to OUIFUN, OUIGO’s premium entertainment service.
It allows you to purchase Add-ons available via Direct Sales Channels (except for the “Refundable Ticket” Add-on for FULL, which is only available with OUIGO FULL) by paying the corresponding fare. The “FLEX” and “Refundable Ticket” Add-ons are only available at the time of purchase.
OUIGO PLUS may be purchased separately for each one-way or return Journey within the same Booking; however, purchasing OUIGO PLUS for one Journey will automatically apply to all Passengers included in the Booking. For connecting tickets, the purchase of OUIGO PLUS will automatically apply to both legs of the Journey specified on the ticket.
OUIGO FULL
Includes a Ticket for one or two Journeys (in the case of a Transfer Ticket), the right to carry two (2) pieces of Additional Luggage, and the “Seat Selection” Add-on (Standard or XL), the “FLEX” add-on, the “Refundable Ticket” Add-o, subject to the specific terms and conditions of FULL, and access to OUIFUN, OUIGO’s premium entertainment service.
The “Refundable Ticket” Add-on included with OUIGO FULL allows you, upon cancelling a ticket, to choose between a refund of 80% of the total Ticket price via the same payment method used to purchase the Ticket, or 100% of the total Ticket price in the form of a non-refundable voucher valid for twelve (12) months. All other terms and conditions remain the same as for the “Refundable Ticket” product purchased outside the OUIGO FULL Package.
OUIGO FULL allows you to add the “Pets” Add-on by paying the corresponding fare.
OUIGO FULL may be booked separately for each one-way or return Journey within the same Booking; however, booking OUIGO FULL for one Journey will automatically apply to all Passengers included in the Booking. For Transfer Tickets, booking OUIGO FULL automatically applies to both Journeys specified on the Ticket.