Delays on rise as almost 16% of TGVs were late in 2017

Delays are on the rise at SNCF, with over 16 million passengers having been delayed on a TGV last year, and almost 16% of TGV journeys found to have been late in 2017, up from previous years.

27 April 2018
By Connexion journalist

Despite this, many consumers are still failing to claim the compensation they would be due as a result.

According to the consumer magazine “60 Millions de Consommateurs”, the delay level for TGVs last year was at 15.4%.

This marked a sharp rise compared to previous years.

Figures from transport authority l’Autorité pour la Qualité de Service dans les Transports (AQST) showed that prior to 2017, delays had been recorded at between 10% and 12%, but never as high as 15%.

Yet, SNCF figures showed that as many as 60% of passengers had not claimed any compensation or refunds for their late journeys.

An SNCF spokesperson said that 1.7 million clients had benefited from a refund or compensation due to delays last year, but “60 Millions de Consommateurs” said the figure should be more like 4.5 million.

This would more closely represent the number of customers that would have been affected by delays of more than 30 minutes, which would allow them to claim, the magazine said.

This means that less than 40% of travellers who were entitled to claim compensation actually did so.

SNCF has been hit by extra controversy in recent months, as changes to staff contracts and other government proposals have promoted regular strikes - two in five days for three months - which are said to be costing the company €20 million per day.

During the strikes, some TGVs have been running - including two that were confirmed for a diamond wedding anniversary celebration.

However, as many as six in seven services have been cancelled, along with changes to schedules on international service Thalys, and cancellations on TER and Transilien routes.

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