Got a question or a little hiccup? We'll guide you!
First stop: the FAQ! It answers most of your questions.
And if you can't find your answer, don't panic: Vincent, our virtual assistant, is here to help. And for more specific requests, we'll point you straight to the right channel: customer service, lost property, station assistance... Simple, right?
Most situations get an instant answer in the OUIGO FAQ, which is organised by topic: booking, changing, discovering our offer or retrieving a booking. It's quick and easy to get an answer, at any hour.
Can't find your answer? Then here are the right channels to contact OUIGO.
For any question about your trip, write to customer service via Messenger and Instagram. Online assistance is also available during booking, with a chat open from 9am to 6pm, depending on advisor availability.
And if an issue arises on board, speak directly to the train manager on board: it's the fastest way to get an immediate answer.
Some requests go through dedicated services. For lost property, please note that OUIGO doesn't have its own lost-and-found service: you make your report directly on the SNCF Gares & Connexions website.
To book assistance at the station, contact the Assist'enGare service via an online form (24/7), or call 3212 (single number, free call, 7 days a week from 8am to 8pm; +33 9 72 72 00 92 from abroad). Booking is possible up to 24 hours before departure.
If a dispute with customer service remains unresolved, you can refer it to the SNCF Voyageurs Mediator directly online (or by post to: Médiation SNCF Voyageurs, TSA 37701, 59973 Tourcoing Cedex).
To report a situation that puts you or other passengers at risk. The rail security alert number is 31 17 (or by text message to 31 177).
