Train passengers in Occitanie to be reimbursed over frequent delays and cancellations
See eligibility conditions and find out how refunds will be issued
7.8% of liO TER trains were cancelled in 2025
Spech/Shutterstock
The Occitanie Region is refunding train passengers after imposing financial penalties on the SNCF for “unacceptable” disruption to train services last year.
Some 7.8% of liO TER trains were cancelled in 2025 (including strikes but excluding weather-related issues), while 86.5% arrived on time, falling short of the 90.7% target, stated the Occitanie Region.
“Under the agreement concluded with SNCF Voyageurs for the operation of regional trains, the Occitanie Region maintains high standards of punctuality and, where necessary, applies financial penalties when the targets set are not met,” reads a press release published on the liO Occitanie website.
These financial penalties amount to €4 million, reports 20 Minutes, and will go towards refunding passengers who were most impacted by delays and cancellations.
This “firm action” represents the highest penalties issued to the SNCF in France, stated Carole Delga, President of the Occitanie regional council, in a social media post.
“All too often, delays and cancellations disrupt [people’s] daily lives, even though liO train passenger numbers are reaching record levels. This situation is unacceptable,” she added.
Am I eligible and how will I be refunded?
To be eligible, passengers must hold a FréquenciO’ or Kartatoo annual subscription that was active for at least one of the months of September, October or November 2025, and January 2026.
For eligible subscribers who pay monthly by direct debit, the February payment will not be charged.
For those who have already paid their subscription in cash, the amount will be refunded.
Furthermore, subscribers with annual travel passes travelling on the most disrupted routes will be refunded an additional monthly payment in March due to “production problems that have particularly degraded the quality of service,” says liO. This offer concerns the following lines:
Annual subscribers who have already paid in cash should fill in this online form or contact the liO Customer Relations Centre by phoning 0 800 31 31 31 (Monday-Friday from 07:00-20:00 and Saturday from 09:00-14:00).
Plans to improve the liO service
Ms Delga contacted Jean Castex, CEO of the SNCF in November 2025 highlighting the need for an “emergency plan” to improve the punctuality of liO trains.
In response, the SNCF presented plans to invest more than €60 million over three years, seeing over €50 million being put towards improving the reliability of facilities and over €10 million to improve the quality of service operations.
This includes taking action in areas “made vulnerable by increasingly intense and frequent weather events,” and “securing the sites most affected by intrusions or malevolent acts,” states a press release published in December.
