After sales services

Find out about your rights as a passenger.

Thanks to the implementation of Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations, under certain conditions, during your journeys, you have access to: 

  • payment of compensation equivalent to 25 % of the ticket price for a delay of 60 to 119 minutes, and 50 % of the ticket price for a delay of 120 minutes or more;
  • a refund of all or part of the ticket price if a train is cancelled or there is an expected delay of more than 60 minutes, if you choose not to travel or to continue your journey;
  • assistance or refreshments in the event of an expected delay of more than 60 minutes, as well as accommodation or alternative transport if it is not possible to continue the journey by train on the same day.
In addition, the general terms and conditions of travel are displayed in CFL stations and information leaflets are at your disposal at station ticket offices where international tickets are sold.

View all the related documents:

Passenger Rights

  
More information

Conditions of Carriage

  
More information

Compensation due to delayed TGV trains is exclusively processed by the SNCF.
Fill out the G30 form (only available in French) 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.
Formulaire G30

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
(AV1/Td)
B.P. 1803
L-1018 Luxembourg
Compensation request

Fill out the ‘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.).
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
(AV1/Td)
B.P. 1803
L-1018 Luxembourg
Refund request

  
  Check out the document.

Download the document: General-conditions-for-the-sale-of-international-tickets-via-this-website.pdf

  
Check out the document about protection of personal privacy.

Download the document: Protection-of-personal-privacy.pdf