Passenger rights

Digital Homeprint tickets purchased online (www.CFL.lu) or via the CFL INTERNATIONAL APP can only be cancelled online (cancel a ticket).

For all other reimbursemens, fill out the ‘Online Refund request’ form at the latest 1 month after expiry of the validity of the ticket along with the original travel documents (tickets, reservations, etc.) as well as any other document that may be useful (certificate, invoice, etc.).

Fill in your Online Refund Request.
Refund request

Agreement on journey continuation in international rail passenger traffic (AJC).

The Agreement on Continuation of Journey (AJC) is an agreement between 16 European rail operators allowing passengers travelling on international trains to take the next available train without additional charge in the event of a broken connection.

The 16 operators involved are BLS (Switzerland), CD (Czech Republic), CFL (Luxembourg), DB (Germany), DSB (Denmark), MÁV-START(Hungary), NS (Netherlands), ÖBB (Austria), Renfe (Spain), SJ (Sweden), SBB/CFF/FFS (Switzerland), SNCB (Belgium), SNCF (France), SZ (Slovenia), Trenitalia (Italy), ZSSK (Slovakia).

Example 1:

You travel from Brussels to Trier with the following tickets:

• a ticket from Brussels Zone – Luxembourg
• a ticket Luxembourg - Trier

The IC train from Brussels-Midi to Luxembourg is unexpectedly delayed and you miss your connection in Luxembourg. In this case, go to ticket office at Luxembourg station and tell them that your train has arrived late.

The CFL staff at Luxembourg station will ensure that you have planned enough connection time and will give you a delay certificate and the timetable of the next train to Trier, which you can use without having to buy a new ticket.
 
Example 2:

You travel from Liège to Paris Est with the following tickets

• a ticket from Liège Zone - Luxembourg
• a ticket from TGV Luxembourg - Paris Est

The IC train from Liège-Guillemins to Luxembourg is unexpectedly delayed and you miss your connection in Luxembourg. In this case, go to the ticket office at Luxembourg station and tell them that your train has arrived late.

The CFL staff at Luxembourg station will ensure that you have planned sufficient connection time and will give you a delay certificate and the timetable of the next train to Paris-Est, which you can use without having to buy a new ticket (subject to availability).

Conditions

When you made your initial reservation, you should have planned sufficient connection time.
The fact that you can take the next train without having to buy a new ticket does not guarantee you a seat.

Each ticket constitutes a separate contract of carriage. In the event of a claim for compensation due to a delay during your journey, only the train that was delayed is considered.

Connection missed on an international journey?

 

If your journey consists of several parts (several connecting trains, with a change), there are two options:

• A single ticket for the different sections, where the different transport companies involved are jointly liable for the entire journey (e.g. if you travel on a series of trains without a seat reservation). In this case, you will receive compensation for the entire journey in case of cancellation/delay.
• Multiple separate tickets. In that case, each carrier is only responsible for the part of the journey it operates itself. In that case, in case of cancellation/delay, each part of the journey is considered separately, without taking into account the other parts of your journey.

 
General rule: 1 ticket = 1 contract of carriage

In general, 1 ticket (paper or digital) represents 1 contract of carriage, even if you are using more than one train on your journey. If you have several separate tickets for your route, there are as many transport deals as you have tickets.
 
Example 1: Luxembourg-Paris Est
If you travel to Paris from Luxembourg (with a change in Metz), you will use 2 different trains:

1. a TER train from Luxembourg to Metz operated by SNCF
2. a TGV train from Metz to Paris Est operated by SNCF

In this case, you will receive two tickets and so two separate transport deals.
 
Example 2: Luxembourg – London St Pancras International
If you travel to London from Luxembourg (with a change in Bruxelles-Midi), you will use 2 different trains:

1. an IC train from Luxembourg to Bruxelles-Midi operated by SNCB.
2. an EUROSTAR train from Bruxelles-Midi to London St Pancras International operated by EUROSTAR

In this case, you will receive two tickets and so two separate transport deals.
 
Example 3: Luxembourg – Berlin Hbf
If you travel to Berlin from Luxembourg (with a change in Koblenz Hbf), you will use 2 different trains:

1. an IC train from Luxembourg to Koblenz Hbf operated by CFL
2. an ICE train from Koblenz Hbf to Berlin Hbf operated by DB

Nevertheless, only one ticket (direct ticket) and therefore one single contract of carriage applies for this journey.

Compensation due to delayed TGV trains is exclusively processed by the SNCF.
Fill out the G30 form within a period of 60 days after the end of your journey, enclosing the original valid and stamped ticket, as well as the confirmations of delay, invoices, etc. and send all the documents in a stamped envelope, directly to the SNCF at the following address:

Service G30 SNCF
 – CS 69150 –
F-14949 CAEN Cedex 9

Fill out the ‘Compensation Request Form’ form within a period of three months after the end of your journey, enclosing the original valid and stamped ticket, and the reservation if applicable, as well as the confirmations of delay, invoices, etc.
Hand it in at one of the passenger ticket desks at CFL stations or send it to the following address:

CFL – Société Nationale des Chemins de Fer Luxembourgeois
Service Activité Voyageurs Trains
(AV-TFS-TR)
B.P. 1803
L-1018 Luxembourg
Compensation request