COVID-19: SANITARY SITUATION
EXTRAORDINARY COMMERCIAL MEASURES
For tickets issued by Renfe
All tickets for travel up to and including 4 January can be cancelled free of charge prior to the departure of your train.
⦁ If requested prior to the train's departure, the cancellation can be made free of charge with the sales channel through which the ticket was issued.
⦁ If it is a change:
- With travel date from 10/29 to 12/02: the change will be made without any additional cost or expense, no matter the new rate.
- With a travel date from 03/12 to 04/01: the change will be made without any expense, but if the price of the new ticket is higher, the cost difference will be assumed by the traveller.
⦁ Reimbursement requests made after the train's departure must be addressed to the points of sale and customer service at the train stations, at the travel agencies which will request reimbursement from Renfe, or through the
form on the Renfe website.
For tickets issued by OUI.SNCF
All tickets for travel up to and including 4 January can be cancelled free of charge prior to the departure of your train at SNCF train stations and stores, by calling 3635, or through the SNCF claim form.
⦁ For an exchange, if the price of the new ticket is higher, you are responsible for the fare difference.
⦁ If your request is made after your train's departure or if you were unable to cancel your ticket, you can request a reimbursement from Customer Service alone within 60 days by using the SNCF claim form.
TAKING ACTION TO PROTECT YOU
Renfe-SNCF en Coopération (the Renfe-SNCF Partnership) is currently developing a transport plan adapted to the measures taken by public authorities within the context of fighting against the spread of COVID-19.
In order to enable you to travel in full safety, Renfe-SNCF en Coopération has continued to implement extraordinary and strengthened sanitary measures in stations and on-board trains in accordance with governmental directives.
Please respect the wearing of masks by our staff and customers
⦁ Where possible, access to the station, trains and sales areas is filtered (passenger flow is regulated).
⦁ Customers not wearing a mask are not authorised to go on board. It is the responsibility of each passenger to wear a mask with them before boarding the train.
⦁ For customers who do not have one,
the sale of masks is guaranteed within the stations and in their vicinity in France.
⦁ All agents present during your journey are equipped with masks to ensure protection for all.
Offering the opportunity to wash your hands
⦁ On board,
supplies of water and soap in the toilets are checked regularly by the train manager. In case of temporary shortage, hydroalcoholic gel is available to our clients.
⦁ Both in the station and in all our sales spaces,
there is hydroalcoholic gel available to our employees and customers.
Thorough cleaning of our trains
⦁ On board, a
full disinfection procedure (fumigation) is initiated in the event of suspected infection.
⦁ Cleaning has been intensified and contact surfaces are disinfected with a virucide product:
WC: flushes, taps and door handles
Internal and external doors and buttons
⦁ Air ventilation onboard TGV trains is renewed every 6 minutes and is mainly supplied from outside air, which has been filtered first.
Health measures: protecting yourself and others
Please help us ensure the safety of everyone and fight the spread of the COVID-19 virus. Adhere to the following measures:
It is not always possible to keep your distance on public transport, and it is therefore
obligatory to wear a mask.
TRAIN STATION MEASURES AND BOARDING PROCEDURES
To ensure passenger safety, the SNCF is adjusting foot traffic movement in stations as well as boarding procedures on trains:
Filtering at station entrances by police and railway security to ensure compliance with mandatory mask usage in stations and on-board trains.
Separation of entry and exit foot traffic in large stations.
Ground markings to support physical distancing in waiting areas, under the main train information display screens, in front of self-service terminals, on escalators, and on platforms. Rope barriers for lines have also been installed in front of ticket windows and shops.
Signs and loudspeaker reminder announcements about distancing and protective measures.
Increased cleaning and disinfection of stations and trains
Considerations to take into account in Spanish train stations
With the aim of avoiding physical contact and large crowds, we have established new measures to facilitate the flow of passengers:
Boarding areas can only be accessed within the 40 minutes prior to a train’s departure. You can wait in the station’s hall if you arrive earlier.
We will move 40 minutes the boarding process time up (check-in) and it will close 5 minutes prior to a train’s departure.
Boarding will be done in an orderly fashion, with priority access for the elderly, families, people travelling with children or baby buggies, and individuals with reduced mobility. With these measures, you will have more time to board your train, you can go through the process in an orderly fashion, and we can prevent large crowds from gathering and comply with social distancing.
Physical distancing will be guaranteed through signage or ground markings and loudspeaker reminder announcements.
⦁ We also modify the processes of disembarking which will be carried out progressively upon arrival at the destination station. The exit will always start in the rows closest to the door, continuing in an orderly manner.
RESTAURANT SERVICE ON BOARD INTERNATIONAL TRAINS
In accordance with the French government health restrictions, on-board catering is suspended from November 2.
Therefore, you will no longer be able to find the usual products in the bar car. Remember to bring your own supplies, as eating and drinking
by momentarily removing your face mask is still allowed.
PURCHASING TRAIN TICKETS
To avoid waiting at the station,
we recommend that passengers give preference to online ticket purchasing on the Renfe-SNCF en Coopération website.
OFFICIAL TRAVEL RECOMMENDATIONS
If you are travelling between France and Spain, check carefully the specific entry requirements that may apply. Please note that failure to comply with some of these requirements may result in the authorities preventing you from entering the country of destination.
Check out the official recommendations in the links below:
⦁ Recommendations for entering Spain
⦁ Recommendations for entering France
All together to fight COVID-19