FRENCH National Railways (SNCF) is to introduce on March 31 a six-point guarantee for passengers using its TGV and Intercity services. The travel guarantee is designed to meet SNCF's ambition to be "the reference" for customer relations and the first European transport operator to guarantee its services. The six commitments are based on recommendations by France's National Consumers Association.
FRENCH National Railways (SNCF) is to introduce on March 31 a six-point guarantee for passengers using its TGV and Intercity services. The travel guarantee is designed to meet SNCF's ambition to be "the reference" for customer relations and the first European transport operator to guarantee its services. The six commitments are based on recommendations by France's National Consumers Association.
SNCF will guarantee to provide long-distance passengers with information, a transfer to another service or a refund if a train is cancelled, access to trains for a limited number of passengers without reservation if a service is fully-booked, assistance when services are disrupted, compensation for delays, and a quick response to complaints. The guarantees are clearly defined in each case so that passengers know exactly what they can expect from SNCF.
SNCF will stage on March 30 what it describes as a great mobilisation of staff at 21 key stations to inform passengers about the new travel guarantee.
