SNCF train ticket problems

craig3558

Has anyone ever had problems buying train tickets from SNCF in France? Purchased tickets for my trip to Barcelona 3 weeks ago. After paying more then the advertised price was. I was informed I'll receive them in 10 working days. After 3 weeks and no tickets SNCF have said they are lost in post and cant help me and must buy more for my journey. They will not help nor refund me!!

I have emailed, rang them and live chat. I have since moved banks so the card I used isn't no more.

Can anyone please advise me what's my best plan and who I can go too I'd regulatory body for French rail travel.

In my thoughts it's a fraud as I've paid for a service they refuse to give me?

Any help is grateful

Craig

Moto2

Speak to your card provider and make a claim due to non supply

Voyager2002

The site 'The Man in Seat 61' gives advice on buying tickets from the SNCF. I think he suggests using Captain Train.

eDicky

craig3558 wrote: »

After 3 weeks and no tickets SNCF have said they are lost in post and cant help me and must buy more for my journey. They will not help nor refund me!!

Presumably you still have your booking. Can you not simply print the online or emailed confirmation and use that? I have never in recent years needed to have any actual tickets delivered to me for continental European rail travel, only a printed or phone app confirmation with bar code. Sometimes they need to see the card it was purchased with so hopefully you retained that.

callum9999

eDicky wrote: »

Presumably you still have your booking. Can you not simply print the online or emailed confirmation and use that? I have never in recent years needed to have any actual tickets delivered to me for continental European rail travel, only a printed or phone app confirmation with bar code. Sometimes they need to see the card it was purchased with so hopefully you retained that.

That's generally an e-ticket, not an email confirmation though. The OP requested paper tickets and I'd imagine, like UK rail tickets, once they've been printed then that's it. I don't know if the French postal service would provide any compensation in a situation like this.

I have no idea why they paid "more than the advertised price" though. Unless they mean the option to receive them by post, which has an extra charge.

craig3558

I paid more by only £3 or something as was told could only travel 1st class on the outward leg. Even though on the website standard was showing.

I never received an email confirmation. The only email booking details I have was a response from them about my complaint. They acknowledge my booking.

I shredded my card when switching banks.

callum9999

craig3558 wrote: »

I paid more by only £3 or something as was told could only travel 1st class on the outward leg. Even though on the website standard was showing.

I never received an email confirmation. The only email booking details I have was a response from them about my complaint. They acknowledge my booking.

I shredded my card when switching banks.

So you bought them from SNCF on the phone?

Regardless, email confirmations aren't tickets anyway. If you chose to get them posted to you and they got lost in the post then they're gone. Assuming they have the same kind of system as we have in the UK, once tickets are printed they cannot be cancelled or reprinted. They'd have to give you new tickets, and they aren't going to do that because for all they know you could have the original tickets and just want more for free.

Unfortunately if that is the case, the only official recourse you have is with whichever postal carrier was responsible for them, and I have no idea if they'd cover lost tickets - I assume not. If I were you I'd chance a chargeback with the bank, but check there aren't any charges if you lose the claim first. I don't mean to state the obvious or rub it in your face, but in future it's best if you select the e-ticket option or collect them from the station.

missbiggles1

I thought SNCF didn't post tickets to the UK - it isn't listed as an option on their site.

http://questions.sncf.com/questions/281552-comment-retirer-de-l-etranger-un-billet-achete-sur-voyages-sncf-com

FBaby

I thought SNCF didn't post tickets to the UK - it isn't listed as an option on their site.

They do post tickets abroad.

OP, it does seem that there should be a solution, but it might involve you buying new tickets and then processing getting the first reimbursed.
You should definitely have received an email with all the details though, so no tickets, no email, something doesn't sound right. Are you at least able to get bank statements?

SNCF have said they are lost in post and cant help me and must buy more for my journey

Did they explain why?