Need help with your trip? Don't panic, we've got this! At OUIGO, most things can be sorted online or in the app in just a couple of clicks. First stop: take a look at the online help — your answer may already be there — or chat with Vincent, our virtual assistant! And for everything else, OUIGO customer service takes over. We'll explain what to do depending on your situation.
Good news: you can do almost everything yourself, easily and in just a few clicks!
A delayed train happens – and at OUIGO, it's all taken care of, with no paperwork. If your train is delayed by more than 60 minutes, compensation is automatic : you'll receive a refundable voucher by email within 48 hours at most. To transfer this amount to your bank account, check our FAQ to find out how to re-credit a OUIGO voucher.
Cancelled train? You can manage everything directly from the email you received or from your customer account under “My trips”: free exchange or refund request. If you haven't made a choice before the original departure time, a refundable voucher is sent to you within 48 hours — and again, you can get it back into your account using the “Recredit” button.
For any question about your trip, contact us via Messenger or Instagram. Online assistance is also available throughout your booking. If you'd like to speak to an advisor, a chat is open from 9am to 6pm, depending on our teams' availability.
Does your trip include a connection on a TGV INOUI, INTERCITÉS or TER train, and were you delayed? Head to the “Request and Complaint” page of SNCF Voyageurs.
To book assistance at the station, contact the Assist'enGare service via this 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.
Deaf or hard-of-hearing people can reach our advisors via the Rogervoice for OUIGO platform, in French Sign Language (LSF), Cued Speech (LPC) or live captioning.
One last tip, and not the least important: the online help and the official OUIGO FAQ answer the vast majority of questions. For everything else, OUIGO customer service takes over, via chat and social media. So don't panic: find your answer in two clicks !
