1I cannot confirm an on-line order

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After you have selected your itinerary, the following page asks you to:

1.    choose how you want to retrieve the tickets
2.    enter your complete contact information
3.    tick the general terms of sale box
4.    click on the “confirm my order” link

On the following page, you enter a secure area (HTTPS) since you must enter the bank information that is required for the on-line payment.

If you cannot access this secure page (https):

From your place of work:

Check with your network administrator that you are authorised to make on-line payments.

From home:

Check your security settings in the corresponding menu, according to the browser that you use.

Examples:

With Internet Explorer: in the "Tools" tab, select the "internet options" menu then the "security" tab and tick the "default level" box.

With Mozilla Firefox: in the "Tools" tab, select the "options" menu.
In the "advanced" section, check that the "security" options are ticked.

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2The day and date of travel do not correspond.

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The date and time displayed on the pages of the Internet site correspond to the settings of your computer's clock, located in the lower right-hand corner of your screen.


 
Double click on the time at the bottom of your screen and make sure that the "date and time" and "time zone" tabs are correctly configured.

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3The "Confirm" button is not active

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The www.tgv-europe.com site is optimised for Netscape and Internet Explorer browsers (versions 5.x and up), on Windows PC and Macintosh in order to accommodate the majority of internet users.

If, when clicking on some of the buttons, the links are not active, we suggest changing browsers to make your reservation.

Our developments are systematically tested with these configurations, but we have seen that anomalies or difficulties that our technical departments are not aware of can occur with our users, at home or at their place of work (with proxy and machine configurations being particular disparate according to the company).

In this case, we ask that you send us a message  using the form, and specify the configuration that you are using, and the details of the itinerary that you want. We will perform tests and we will respond as quickly as possible.

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4Configuration required to reserve a train ticket on the Internet

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The www.tgv-europe.com site is optimised for Netscape and Internet Explorer browsers (versions 5.x and up), on Windows PC and Macintosh in order to accommodate the majority of internet users.

We also recommend that you use the default browser security options when browsing on  www.tgv-europe.com.

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5I am not able to display the train results page

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We therefore suggest that you check that this access manager is indeed deactivated.

When you have entered your itinerary details and the site does not display the train results page, this usually entails a problem with your access manager:

With Internet Explorer: in the "Tools" tab, select the "Internet options" menu then the "content" tab, section "access manager", and click on "deactivate".

If you would like to keep this access manager active and be able to browse on www.tgv-europe.com , we suggest using a browser other than Microsoft Internet Explorer (Mozilla Firefox, Netscape, Opera, etc.)

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6There is an error message when I reserve my train ticket

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When the site does not understand some of the reservation criteria or when the selected rate is sold out, or when the reservation system is down (disturbances, etc.), it displays an error message in red, at the top of the page where the reservation criteria are entered:

Segments that require at least two changes or which require a connection using another mode of transportation (suburban train, bus, taxi etc.) are not offered on the site.

For these reservations, we suggest that you use the other SNCF sales channels:

• In Switzerland:

• In all French stations

Train reservations do not open up until to 90 days before the departure of your train. It is therefore impossible to reserve before this period, even though the timetables are available before this period.

If you are reserving an international segment and once your request is complete, our SNCF server will consult the foreign server in order to display what is available and the rates. We are able to display results only when we receive a response from the remote server, and especially concerning rate criteria on the foreign segment of your trip.

 Moreover, if you experience difficulties when reserving from the promotional areas of the site, we suggest using the train icon on top of the home page of the site. Indeed, this area is generally not used so much by our customers.


 
If you would like other information concerning a reservation that you are not able to make, please send us a message using the form, and specify the configuration that you are using, and the details of the itinerary that you want. We will perform tests and we will respond as quickly as possible.

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