Le 3117 : le numéro pour signaler une urgence à bord ou en gare
On board a OUIGO or at a station, if you witness a situation that makes you uncomfortable or puts someone in danger, you don't have to handle it alone. The 3117 exists for exactly that: a free safety emergency number, available 24/7, shared by all rail operators (OUIGO, TGV INOUI, TGV Lyria). This page explains when to use it, how to contact it, and what happens once your report is sent.
What the 3117 is for ?
The 3117 is reserved for situations that concern safety, not customer service. In practical terms, you can (and should) use it if you witness:
- danger or an assault, to yourself or to another person,
- suspicious behaviour,
- a person in distress or feeling unwell,
- a suspicious or abandoned object (in which case, don't touch it),
- a person on the railway tracks.
That last point includes the most serious situations, including attempts to deliberately put oneself in danger on the tracks. If you witness a situation of this kind, contact the 3117 without delay: every report counts and can make a rapid response possible.
The 3117 is strictly dedicated to safety emergencies. For any commercial question (delay, refund, luggage left behind in a non-urgent situation), OUIGO customer service remains the right contact — the two channels don't mix.
How to use the 3117 ?
Three ways to report a situation, to suit your circumstances:
- By phone: Dial 3117 from your phone. The call is free and not premium rate, wherever you are in France.
- By text: Send a message to 31177. It's the best option when speaking out loud isn't possible, or for people who are deaf or hard of hearing.
- Via the “SNCF 3117” app: It lets you send a written alert in seconds, with your location, straight from your smartphone.
All three channels are equivalent: choose the one that best suits your situation at the time.
What happens after you report ?
Your alert is received by the rail safety teams, who assess the situation and trigger the appropriate response — staff on board, at the station, or law enforcement. You don't need to deal with what follows: reporting is enough, and others take over from there.
A 3117 report doesn't replace a call to 17, 15 or 18 in the event of an immediate life-threatening emergency outside a rail context, but it remains the fastest and most suitable route for anything happening on board a train or in a station.
