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Normandy train tickets lesson learned

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We recently returned from France in April 2026

I booked one way train tickets from Paris Saint Lazare station to Caen using SNCF connect- = like an online travel agency later learned for train ticket purchase.

While waiting for our NOMAD TER train, the announcement was made… “all trains now cancelled “ .. apparently a power failure.

Over 200 passengers for trains going to the Normandy area were cancelled for the rest of the day. Chaos!!!

The SNCF office at st Lazare was swamped. We speak limited French. Website for help crashed
Could not get any help.

As we had hotel reservations in Caen and a tour booked for the next day we had to pivot

Ordered a car and driver with dayTrip.com
Cost 400 euro for piece of mind and ease of travel

Once in Caen, the next day, we popped into their SNCF train office. Caen SNCF office could not offer a refund . No one spoke English. They simply gave me their website

Once back in Canada, I went onto the SNCF Normandy website to apply for a refund. The site would not process my refund request. Kept crashing.

Called their SNCF TER Normandy toll free customer service number in France…. Had a hard time getting someone who spoke English.

Bottom line… refund voucher option only
They will not refund credit card purchases
Not comfortable providing my personal bank account info either.

So…. Be prepared…. Even though cancellation was due to extenuating circumstances ….not our doing…. Refunds not provided.

The cost of travel sometimes right?

Posted by
1319 posts

You may try disputing it with your credit card company. I have had success with that on similar things. It can take a few months to resolve, but it doesn't take much time to start the process.

Posted by
3870 posts

SNCF is run by people who hate humans. As you found out.

A normal railway would have staff around directing passengers to alternatives. If this ever happens to me I will take them to court.

Posted by
11781 posts

Some vouchers can be exchanged for reimbursement. I did this a couple of days ago because our outbound train was 4 hours late due to a tragedy on the tracks, not SNCF’s fault, but it entitled me to 100% reimbursement. Our trip home was 100 minutes late due to people spotted on the tracks, which gave us 25% reimbursement. That voucher was converted to a refund, too.

I'm looking at the Nomad claims (reclamation) page, and it's exactly what I filled out, but it seems to be only in French. It even asks if you had extra expenses, which you did.
Did you fill this out? You may have to use google translate: https://www.ter.sncf.com/normandie/services-contacts/sav/reclamation
Go ahead and claim the voucher and then watch carefully to see if there is a little box below in the middle to click to convert it to a refund. Come back if you still have trouble.

FYI: I also bought insurance from SNCF when I bought my ticket to Strasbourg. The company contacted me while I was still in the train to get the additional reimbursement going. I'm going back to Paris in a couple of weeks and bought insurance for those tickets, too.

Posted by
1580 posts

You may try disputing it with your credit card company...

This is what I would do as long as it isn't outside of their time window.

Caen SNCF office could not offer a refund .

Also, when someone in France says something can't be done, that is just the beginning off the negotiation. I would have tried very hard to convince them they can give me a refund before walking away too quickly. Sorry for a bad travel experience though.

Posted by
11781 posts

It’s might be because the refunds are done online, or a miscommunication somewhere.

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