Delays of trains: what's changing at the station
March 27, 2012 – 2:10 pmSNCF will implement at the end of a new system of "Travel Guarantee" to better inform and better compensate for delays or cancellation of a TGV or Intercity train. The six measures under the microscope. The head of the SNCF, Guillaume Pepy, here in 2007.
While the Tribunal de Grande Instance of Paris on Tuesday condemned the SNCF to pay a fine of 1,500 euros to a young woman who said she lost her job because of repeated delays related to the train, the rail group Tuesday presented the new "Travel Guarantee" supposed to restore the confidence of travelers. This is new information system and compensation for non-time performance of TGV trains and Intercity. It has six commitments agreed upon with a dozen consumer groups. SNCF think they should cost him about 50 million euros per year.
A full and immediate repayment after one hour late
If the train is canceled or fails to start after an hour late: SNCF will refund in full, immediately and in cash the ticket even if it is a ticket Prems, non-refundable and non exchangeable . Another possibility for the customer, always if the train is traveling with an hour late: to exchange their ticket at no extra charge, as is the case now. However, it will make the trip within 48 hours on the same route. "This is progress. SNCF becomes aware that the client should be compensated for the delays. It takes into consideration, "said Jean Lenoir, vice president of the FNAUT (The National Federation of Transport Users Associations, who participated in the development of this new system
. The Punctuality: new criterion in the purchase of the ticket
Another change, this time on the side of the passenger information: by buying his ticket, the customer will have access to on-time performance. Thanks a history of delays for each train on the last sixty days, he can make his choice in full knowledge of the facts, "according to the punctuality of trains before," noted Guillaume Pepy, SNCF president. New signage will be implemented: a TGV which is green, it's a train arrives on time, however, the red means that a train has accumulated problems of punctuality.
Moreover, the exact cause of delays over 15 minutes and their possible compensation, will be shown the next day's journey on the internet. This system adds to the existing system, namely a real-time information on schedules and traffic conditions, the station, by telephone at 3635 or infolignes.com.
Coupons from 10 to 30 euros if the journey is up
It is a well known system, the SNCF tickets issued by focusing on overbooked passengers will not show up. But sometimes it gets stuck: when boarding the train, many travelers find themselves without a seat or back seat. Now, the controller will do everything to find free places to ride than a 1:30 or even by putting the customer first class (even if traveling in seconds). If no space is available, the skipper will compensate the traveler from hand to hand by issuing travel vouchers 10, 20 or 30 euros, on account of the coming move. These discounts will be higher or lower depending on the distance traveled and the degree of discomfort.
Taxis when matching missed it
In case of large delay, if the client missed the match, the station "will do what she can so that it reaches its destination," said Jean Lenoir. Translation: it will pay a cab, will introduce bus replacement or new express trains.
Envelopes hourly guarantees to get off the train
The "envelopes schedule guarantees" are eligible for a partial refund of the ticket beyond half an hour late (between 25% and 75% of the price). They are usually distributed at the station. Problem is sometimes the obstacle course to get them. Suddenly, from 31 March, they will be systematically distributed off the train. Exit the long search on the platform.
A faster response by email
Last point: for any claim by mail, the SNCF is committed to responding within a maximum of five days for e-tickets (electronic tickets) from late March and will be extended to all tickets and all claims ( 600,000 per year by mail) by the end of 2012. In 2011, the SNCF has compensated 1.4 million records with a payment of € 21 million
The new scheme should apply from 31 March. Still, this "small cultural revolution" in the words of Guillaume Pepy will be limited to TGV trains and Intercity. But "it is rather small delay repeated every day which is frustrating. We therefore hope that this new system SNCF applies to other categories as well as the TER trains Transiliens," said Mr. Lenoir. Before proceeding, "there is a dissatisfaction with the accuracy of the trains, we expect the trains arrive before-just now, as was the case twenty years ago".