Can't find the answer you're looking for?

Our team of Customer Care experts will be happy to help, they are available Monday to Friday, from 9am to 10pm.

We strive to process any urgent request within 2 business hours. Standard domestic requests are handled within 4 business hours, while complex requests and distant departures are processed within 8 business hours.

We are also available from 10am to 6pm on Saturdays, Sundays and public holidays.

For your urgent requests:

TRAIN

Please have your booking reference (available in your booking confirmation email) ready and contact the relevant rail operator directly. Below are the contact details for the main operators:

SNCF: +33 1 84 94 36 35 (or 3635 from France, available daily from 7:00 a.m. to 10:00 p.m.; service free of charge plus call cost).
Trenitalia France: +33 9 74 91 98 72 (local call rate from France), Monday to Saturday from 8:00 a.m. to 7:30 p.m., and Sundays/public holidays from 10:00 a.m. to 5:00 p.m. Outside these hours or from abroad: +39 06 68 47 54 75, daily from 7:00 a.m. to 11:59 p.m.
Renfe: 0800 902 725.
Eurostar: +33 (0)1 70 70 60 88 (local call charges may apply).
Deutsche Bahn (DB): +49 30 2970 (international call charges may apply).

In case of an emergency, if possible, it is often most effective to speak directly with a train conductor or a member of station staff, who may be able to assist you.

FLIGHT

Cancellation / Modification: If your ticket is cancellable and/or refundable (specified within your e-ticket), contact our emergency flight support service at +33 1 82 88 00 41 (only available outside of our business hours).

HOTEL

Cancellation / Modification: Hotel reservations can rarely be cancelled at the last minute. If cancellation is still possible, our support team will process your request as soon as they are available.