Breakdown at the Gare de l’Est: how customers will be compensated


After two days of hassle, users will at least have the – meager – satisfaction of obtaining a refund of their ticket. Customers who have seen their train, departing from or arriving at the Gare de l’Est, canceled on Tuesday 24 or Wednesday 25 January, will be compensated. The disturbances were generated after arson on a signal box in Vaires-sur-Marne (Seine et Marne).

Every day, 500 trains arrive or depart from the Paris station. “The classic and automatic procedure for exchange or refund applies, as during other train cancellations, we support at SNCF Voyageurs. And this, regardless of the reasons, even when we have nothing to do with it. Unlike the airline sector, where European regulations do not require companies to compensate their customers if a flight is canceled after something beyond their controlsuch as a meteorological phenomenon, for example.

“Titanic works”

At the SNCF, additional “exceptional” compensation, such as that of 200% proposed after the controllers’ strike at Christmas, is, however, excluded. “This purchase voucher responded to a very particular situation and period, underlines the railway company. There is no need to reproduce it in the context of the events at Gare de l’Est. »

Tuesday, almost all of the TGV, Intercités, TER and Transilien had remained at the dock. The progress of the “titanic works” carried out by the SNCF Réseau maintenance teams allowed an improvement this Wednesday with three out of four TGVs on the rails and normal circulation of the TER and Transilien. A return to normal is expected this Thursday morning. “A hundred people, hyper-specialized teams were involved night and day,” says Olivier Bancel, Executive Director General Maintenance at SNCF Réseau.



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