u/kekhalid

Hello everyone,

TL;DR I had a SNCF Connect reservation (TGV + OUIGO). In Nice, SNCF agents instructed passengers to get off the train and board another train due to a disruption. I followed these instructions, but then I missed my connection in Marseille. Upon arrival, an agent accused me of taking the "wrong train," even though I simply followed the instructions given on-site. I received no assistance, no rebooking, and no accommodation. What are my rights in this case, and how can I prove my version of events in the absence of written evidence of the announcement?

I would like your opinion on a situation I find quite incomprehensible.

On July 1, 2026, I had a reservation on SNCF Connect for the following journey:

* TGV INOUI 6866: Nice-Ville → Marseille-Saint-Charles (departure at 3:10 PM)
* OUIGO 7836: Marseille-Saint-Charles → Paris Charles de Gaulle Airport (departure at 6:27 PM)

I was comfortably settled in the TGV at Nice-Ville before departure. Around 3:45 PM, an announcement was made by an SNCF agent indicating that this train would not actually be leaving for Marseille. All passengers were then invited to disembark from the train.

A few minutes later, around 4:00 PM, an SNCF agent asked us to board another train at platform F, heading to Marseille. I simply followed the instructions given by the SNCF staff, like all the other passengers.

We arrived in Marseille around 7 PM, which made me miss my OUIGO connection at 6:27 PM.

Upon my arrival at Marseille-Saint-Charles, I approached an SNCF agent for help. To my surprise, he told me that I had taken the wrong train and that it was my fault for missing my connection. He even showed me on his phone that, according to his system, the TGV 6866 that I was supposed to take had arrived on time in Marseille.

However, this is absolutely not what I experienced. The train I was on in Nice never left as scheduled, and passengers were asked to leave it to board another train. I never decided to change trains on my own initiative

The problem is that unfortunately, I have no written proof of this announcement. It was made orally, and I don't know if SNCF keeps a record of announcements at the station, instructions given to passengers, or surveillance footage.

When I arrived, the customer service desk was already closed. There were no more trains to Paris that night, and I found myself without assistance, without a rerouting solution, and without any coverage, even though my two trains were part of the same SNCF Connect reservation.

So my questions are as follows:

- Is SNCF liable in such a situation?
- Is it normal for me to be blamed for taking the wrong train when I simply followed the instructions of its agents?
- Am I entitled to a refund for my hotel, meals, or other expenses incurred?
- How can I prove my good faith if SNCF claims I took the wrong train while I followed the instructions given at the station?
- Can SNCF check surveillance videos, station announcements, or incident reports to confirm what actually happened?
- If SNCF refuses to acknowledge its responsibility, what are my remedies? Mediator, legal action, or another procedure?

I want to clarify that I have my SNCF Connect reservation, my tickets, my Google Map timeline of my movement, and several screenshots, but no proof of the announcement asking passengers to get off the train in Nice.

Thanks in advance to everyone who takes the time to respond or share their experience.

I missed OUIGO connection on the same SNCF Connect booking after following SNCF staff instructions.

Hi everyone,
I’m looking for advice on whether I have any legal rights in this situation.

On 1 July 2026, I had a journey booked through SNCF Connect through a single booking

TGV INOUI 6866: Nice-Ville → Marseille Saint-Charles
OUIGO 7836: Marseille Saint-Charles → Paris Charles de Gaulle

There was a disruption on the TGV at Nice-Ville, SNCF staff instructed passengers to get off the train and board another train on track F. I followed their instructions and then train departed at 16h instead of 15h10, I arrived in Marseille too late and missed my OUIGO connection.

When I spoke to an SNCF agent in Marseille, I was told that I had taken the “wrong train” and that I am at fault. However, I only boarded the train that SNCF staff directed us to take.

The customer service office was already closed, there were no more trains to Paris that evening, and I received no assistance, no hotel, no rebooking, and no written confirmation of what had happened. And unfortunately I dont have any proof and photos that we have to change train and departed late.

My questions are:
Since both trains were on the same** **SNCF Connect booking, was SNCF responsible for getting me to my final destination?
Am I entitled to reimbursement for my hotel, meals, or other expenses?
Does following instructions from SNCF staff change my rights, even if there is no written record?

Has anyone successfully challenged SNCF in a similar situation?
If SNCF refuses compensation, what is the next step in France? Is there an independent mediator or another legal route?
Any advice or similar experiences would be greatly appreciated. Thank you.