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refund for cancelled train

Posted by (Philadelphia, PA, USA) on

Back in February we purchased TGV tickets for May 4, paying via PayPal. May 4 became a rail strike day and our train was cancelled. On May 3 we went to a rail station and exchanged our tickets for another train, also on May 4. We were given another reference number. Later that day, the second train was also cancelled.

We attempted to get our refund on the SNCF website but it does not "recognize" our reference numbers.

We waited in a long line at a train station to request our refund. The SNCF representative explained that while we should get a refund, he could not give it to us because we purchased online and paid via PayPal. He insisted that he entered information in the computer that would enable an online refund. Despite his assurances, the SNCF website still doesn't "recognize" our reference numbers.

We've email SNCF customer service. Their advice was to request the refund on their website (of course, that still doesn't work) or to write to SNCF Customer Service at 62973 ARRAS, Cedex 9, France.

We've written twice, enclosing copies of all our tickets. We've gotten no response.

Does anyone have any other suggestions on how to get our refund?

Thanks in advance.

Posted by
473 posts

First question is why did you use PayPal instead of a credit card? We used Trainline and our credit card was refunded promptly due to strike. Did you contact PayPal?

Posted by
2297 posts

Did they tell you how long it would take to process the refund? We were with another couple that had to get a refund from them a few years ago and SNCF agent said it would take 90 days and the refund arrived in 90 days.

Posted by
10633 posts

Our refund arrived in one week but we had used a credit card and had the funds deposited to our French bank account. The only other choice given was for vouchers. At the time in April, I posted that this seemed unreasonable for visitors, who most likely don’t have French bank accounts, and would find vouchers worthless.

Posted by
551 posts

We used PayPal to protect our credit card information. We just contacted PayPal and started the process to get their assistance. We also received an email from SNCF's customer service which indicated that they cannot track or give an update on our request for a refund. However, they indicated that refunds are taking up to 90 days to process.

Posted by
551 posts

I just wanted to report that the refund came through today. SNCF customer service responded to our personal emails with the message that they were not able to track our request for a refund which was made in writing through regular mail, but it would take approximately 90 days. The same email sent the same day but delivered through PayPal got immediate results. SNCF responded that our claim was being processed but required more bank or credit card information. We forwarded that information and the money in now in our account. Thanks to everyone who responded.

Posted by
7209 posts

That's one of the reasons I really dislike Paypal...it's just a 3rd party in the middle of the transaction. If anything goes wrong it's so much easier to go straight online to your credit card and dispute the charge rather than dealing with Paypal.

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