Frequently asked questions

Frequently asked questions Home Delivery / Retrieving tickets

All about the e-ticket

1What is the difference between the e-ticket service and the Billet Imprimé® ?

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The e-ticket is more flexible than the billet imprimé: ticket type permitting, you can cancel your train tickets at any time.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

2What are the conditions of use of the e-ticket service?

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The e-ticket is valid only for the person named on it and is non-transferable.

It is only valid for the designated train, date, class and route.

The e-ticket confirmation must be printed on white A4 paper, with no change in font size. Print must be of good quality.

If your e-ticket is damaged, has been lost or is of bad quality, you should print your e-ticket confirmation again.

During the journey, you should have with you a valid piece of ID with a photograph (ID card, passport or residence permit) to be presented to SNCF staff if necessary.

SNCF declines responsibility in case of unauthorised use of the e-ticket.

Do you hold a Grand Voyageur loyalty card or Grand Voyageur Club card? From now on, your loyalty card can serve as a ticket.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

3How do I go about exchanging my e-ticket ?

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Where applicable, you may exchange your e-ticket up until the train departs, whether you have already printed it or not.

To exchange your e-ticket, call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

4How can I get a receipt for my journey?

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Obtaining a journey receipt is easy:

On the train tab, click on the Manage my orders link.Next, enter your 6 letter order reference and the name in which the booking was made, then click on “print a journey receipt”.

The journey receipt is in PDF format. To read it you need to download Adobe Acrobat Reader (version 7.0 or later). If you have not yet installed this software you can do so free of charge by clicking here.

Your receipt will be available 24 hours after the arrival of the last leg of your journey.

If you have any difficulties, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

5I have forgotten/lost my e-ticket confirmation. What should I do?

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Your e-ticket confirmation is available 24/7 up until departure from  Tgv-Europe.com,  under manage my orders.It is also possible to print or reprint the e-ticket confirmation at terminals or information desks in SNCF stations in France.

You can reprint your e-ticket confirmation as many times as necessary.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

6What are the advantages of the e-ticket service?

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The e-ticket offers the following advantages:
  • No need to retrieve your ticket at the station or at an SNCF boutique
  • No need to wait for postal delivery
  • No risk of losing or forgetting your ticket
  • No need to punch your ticket
If your ticket type permits (check conditions), you may easily cancel your ticket on line before the departure. No need to take your ticket to an SNCF counter.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

7What is the e-ticket service?

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The e-ticket service is an electronic journey confirmation message that can be used as a ticket. You no longer need to travel with a paper ticket, get it punched or wait for the postal delivery!

To print your e-billet confirmation – nothing could be simpler! You need a computer with an internet connection and an ordinary printer. You can print your e-billet confirmation as soon as you have made your booking or later on, right up until the departure time.

On board the train, show your e-billet confirmation.

You will be requested to prove your ID when your ticket is checked on the train.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

8My e-ticket confirmation won't print. What should I do?

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Don’t panic! Your e-billet confirmation can be printed up until the day of your departure on an ink jet or laser printer.

You e-billet confirmation will be in PDF format. To read it you need to download Adobe Acrobat Reader (version 7.0 or later). If you have not yet installed this software you can do so free of charge by clicking here.

Make sure the print quality is good (the bar-code must be clearly decipherable).

If you have any difficulties, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

9How do you book an e-ticket on Tgv-europe.com?

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Nothing could be simpler than booking an e-ticket.

Enter the details of your trip (departure and arrival, dates, times, number of passengers and any discounts) and follow the instructions.

On the “Personal details” page, choose the e-billet service.

You will need to enter the surname, first name and date of birth of each passenger.

Fill in your bank card details and validate.

On the “confirmation” page you will be given a 6 character order reference.
  • If you wish, you can print your e-ticket straightaway!
Or
  • Print it later
E-ticket confirmation can also be accessed via the confirmation e-mail that is automatically sent to the e-mail address entered on the order form.

For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

10How can I cancel my e-ticket?

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Whether your ticket has been printed or not, provided your ticket type permits you to do so, you may cancel your ticket directly under "manage my orders" on Tgv-Europe.com up until the departure time.

Enter your 6 character order reference and the name in which the booking was made, then follow the stages.

You will receive a message confirming the cancellation.

To cancel your e-ticket, you can also call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

11On which journeys can I use an e-billet?

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This service is available for a selection of destinations in France.
    For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.

    Another question? contact us

12Can I use the e-billet service for all rates?

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You can use the e-billet service for the following types of ticket:
  • 12-25 years, Senior card, Enfant + card
  • TGV 100% Prem's, TGV Prem's Vente Flash
  • TGV Leisure, TGV Leisure Week-end, TGV Pro
For any other information, please call Customer Services between 8am and 8pm Monday to Saturday on 0900 900 033(CHF 0.63/min excl. any extra charges) or send us a message.