iDTGV GENERAL
TERMS OF SALE
4. Ordering and Printing the iDTGV Ticket
4.1. Traveller's Responsibility
4.2.1 Selecting your iDTGV Ticket
4.2.2 Creating
your iDTGV Ticket when placing the Order
4.2.3 Paying
for your iDTGV Ticket
4.3. Confirmation of your Order
4.4. How to Create your iDTGV Ticket after paying for your Order
4.5. Obtaining your iDTGV Ticket once it has been created
4.5.1 The Ticket has to be
printed correctly
4.5.2 The M-Ticket must
appear on your Mobile screen
5. Rules of conduct on
board the iDTGV Set of Cars
5.1. Rules of conduct on board – iDzen area
5.2. Rules of conduct on board – iDzap area
5.3. Case of traditional iDTGV Set of Cars unavailability
6. iDTGV Ticket control
and adjustments
6.1.1 Stipulations common
to all iDTGV Ticket controls
6.1.2 Stipulations
regarding Print-at-Home Ticket control
6.1.3 Stipulations
regarding M-Ticket control
6.2.1 Adjustments of a
commercial nature
6.2.2 Travellers
in an irregular or fraudulent situation
6.3. Payment methods in the event of an adjustment
8.1. Exchanges made on the iDTGV Website or on the iDTGV Mobile Website
8.1.1 Exchanges
concerning seating, Additional Services, Supplements and/or Coach Tickets
8.1.2 Exchanges
concerning the day/time of departure, class of comfort and/or Travel
8.2. Exchanges to be made solely via the Exchange
Centre
9. Traveller from Paris
going to a ski resort
10. Reserving the
micro-shuttle
11. Reserving specific
services for mobility-impaired people
11.1. Ordering an iDTGV Ticket for a mobility-impaired
Traveller and his/her assistant
11.2. Reserving the dedicated "wheelchair"
space
11.3. You would like to take advantage of the station access service
11.4. You are travelling with a "guide dog" or a "service
dog"
12.1. Baggage limits per Traveller
12.2. Baggage Supplement Purchase
13.1. When a Pet Supplement needs to be purchased
13.2. Purchasing a Pet Supplement
14.1. Rail transportation service provided by SNCF
14.2. iDTGV Tickets, Additional Services and
Supplements
17. Customer service and
claims
In order to benefit from
iDTGV products and services, we invite You to discover these general terms of
sale (hereinafter referred to as the "General Terms of Sale").
iDTGV delivers iDTGV Tickets and, in the iDTGV Set
of Cars, organises Additional Services that it produces. iDTGV Tickets can be ordered only through
the internet.
The transportation service
is provided by SNCF, which maintains technical control of the travel and in
particular takes care of the safety obligations that are a result of its
quality as a transporter.
The transportation of Travellers in the iDTGV Set
of Cars is provided in exchange for prior and final payment of the price of the
corresponding iDTGV Ticket. Accepting
the General Terms of Sale by ticking the special box that appears on the iDTGV
Website, iDTGV Mobile Website, Seller Websites and Distributor Sites is
required in order to validate your Order and is a condition for the supply of
iDTGV Tickets, Supplements and Additional Services.
iDTGV reserves the right
to modify the General Terms of Sale at any time, with the understanding that
such modifications would not apply to Orders that were accepted by iDTGV prior
to the changes.
The terms defined
hereinbelow can be used indifferently in the singular form as well as in the
plural form.
iDTGV Application: Computer programme that can be downloaded
free of charge on the iDTGV Website and which allows the Traveller to access
the iDTGV Mobile Website from a Mobile telephone.
Credit: Amount
paid to the Traveller's Customer Account and which can be used on the iDTGV
Website, iDTGV Mobile Website or Seller Websites for any purchase or exchange
of an iDTGV Ticket, Additional Service and/or Supplement. Credits can also be used for exchanging the
abovementioned products at the Exchange Centre. Credits
are valid for 1 year starting on the date they are credited to the Customer
Account.
Coach Ticket: Transportation
document providing access to a seat on a coach carrying out a segment between
the Grenoble station and certain ski resorts mentioned on the iDTGV Website,
iDTGV Mobile Website or Seller Websites (for example, L’Alpe d’Huez or 2 Alpes)
and between these ski resorts and Grenoble under the conditions mentioned in
Article 9 of the General Terms of Sale. Coach Tickets are available on the iDTGV
Website, iDTGV Mobile Website and Seller Websites.
iDTGV Ticket: Transportation document delivered by iDTGV
able to take the form of a Print-at-Home Ticket or an M-Ticket as selected by
the Traveller.
Print-at-Home Ticket: Transportation document delivered by iDTGV in the form of a
print-at-home ticket, i.e. a dematerialised electronic ticket to be printed by
the Traveller, and which provides access to a seat in an iDTGV Car. In the event the Traveller purchases
Additional Services, Supplements and/or Coach Tickets, this purchase will be
mentioned on the Print-at-Home Ticket.
Purchase Voucher: Voucher valid for 1 year that can be used for any purchase of an iDTGV
Ticket on the iDTGV Website, iDTGV Mobile Website and on the Seller Websites. These
vouchers can also be used on these websites to purchase an Additional Service,
a Supplement and/or a Coach Ticket, at the same time an iDTGV Ticket Order is
placed. Each Purchase Voucher is
valid only once and as such, if the value of the Purchase Order is greater than
that of the product purchased, there is no refund and it is not possible to use
the Purchase Voucher again for a later purchase.
Exchange Centre: Telephone
centre set up by iDTGV that can be reached on 0.980.982.982 (no toll charge).
The Exchange Centre is open every day (including Sundays and bank holidays)
from 9 a.m. to 6 p.m. This
service is only available in French and allows you to make certain types of
iDTGV Ticket exchanges, in accordance with the measures of Article 8 of the
General Terms of Sale.
Order: Operation
in which You, on line via the iDTGV Website, iDTGV Mobile Website, a Seller
Website or a Distributor Website, reserve and pay for iDTGV Tickets and, where
possible, Additional Services, Supplements and/or Coach Tickets. The
abovementioned products are settled via banking cards (CB, Visa or Mastercard),
Credits or Purchase Vouchers on the iDTGV Website, iDTGV Mobile Website and on
the Seller Websites, and on the Distributor Websites by banking cards (CB, Visa
or Mastercard) only. The
Order is finalised when your payment is confirmed.
Customer Account: Account that the Traveller can create on the iDTGV Website or on the
iDTGV Mobile Website, by sending certain items of personal information, in
particular the Traveller's first and last names and date of birth. This
account will allow the Traveller to receive iDTGV Credits, take advantage of
certain benefits for which details are provided on the iDTGV Website, and
browse more easily on the iDTGV Mobile Website. Customer Accounts can be consulted only
through the iDTGV Website or iDTGV Mobile Website.
Creation: Personalisation
of the iDTGV Ticket, carried out via the iDTGV Website, the iDTGV Mobile
Website or via a Seller Website, by entering the first and last names and date
of birth of the Traveller. However,
in the event of "Last-Minute Printing" of an iDTGV Ticket provided
for in Article 4.4 of the General Terms of Sale, the Creation of the iDTGV
Ticket will be done without entering the Traveller's first and last names and
date of birth.
Travel Dossier: All of the characteristics of your Travel
associated with a reference number that is provided to You in order to Print
the Print-at-Home Ticket and/or for any contact with iDTGV. A Travel
Dossier can include up to 12 iDTGV return Tickets.
iDTGV: Simplified joint stock company with VAT
number FR95478221021, listed in the Trade Registry of Nanterre as number 478
221 021 with head office located at 2, Place de la Défense, 92053 La Défense
Cedex, France.
Printing: The issue of a Print-at-Home Ticket on paper
which occurs after the Creation of the Print-at-Home Ticket.
M-Ticket: Dematerialised transportation ticket
available on the iDTGV Mobile Website, providing access to a seat in an iDTGV
Car. n the event the Traveller purchases Additional Services, Supplements
and/or Coach Tickets, this purchase will be mentioned on the M-Ticket.
Mobile: Certain mobile telephones of the smartphone
type operate on mobile telephone network that is available in France.
Travel: The segment between a departure station and an arrival station that is
to travelled by the Traveller on board an iDTGV Car.
iDTGV Car: Set of iDTGV cars, for which transportation
is provided by SNCF, and which allows a Traveller to carry out Travel.
Additional Service: Set of services made available to You by iDTGV in the iDTGV Set of
Cars. Additional Services are available on the iDTGV Website, iDTGV Mobile
Website and Seller Websites. Additional Services vary according to the
date of travel and the ambience (iDzen or iDzap) selected and are produced by
iDTGV. Each Additional Service is
described individually on the iDTGV Website, iDTGV Mobile Website and Seller
Websites and, unless mentioned otherwise, must be retrieved in the Bar Car of
the iDTGV Set of Cars, by showing your IDTGV Ticket.
Customer Service on the Internet: Service
offered by iDTGV for Travellers, that can be accessed from the iDTGV Website by
clicking on "Contact iDTGV".
Navendis Service: shared shuttle service that allows the Traveller to reserve a seat in a
vehicle for carriage upon request, to or from a selection of stations in
France, under the conditions mentioned in Article X of the General Terms of
Sale.
The Navendis Service can be
accessed via the iDTGV Website at the following address: navendis.idtgv.com
or by telephone on 0811696143.
Distributor Website: Internet
websites that offer iDTGV Tickets for sale and for which the URL addresses do
not begin with http://ventes.idtgv.com. The Distributor websites only allow for
the ordering of iDTGV Tickets. Creating and exchanging iDTGV Tickets as well as
Printing Print-at-Home Tickets purchased via a Distributor Website must be
carried out on the iDTGV Website or on
the iDTGV Mobile Website.
iDTGV Website: The Website of iDTGV, located at the URL
address www.idtgv.com,
to which You can connect in particular to discover the services offered by
iDTGV and to access your Travel Dossier as well as to Order, Create and
exchange your iDTGV Tickets, Print your Print-at-Home Tickets and Order
Additional Services, Supplements and Coach Tickets.
iDTGV Mobile Website: The Website of iDTGV
available on your Mobile after downloading the iDTGV Application et to which
You can connect in particular to access your Travel Dossier as well as Order,
Create and exchange your iDTGV Tickets, and Order Additional Services,
Supplements and Coach Tickets.
Seller Website: Travel
agency websites that offer all of the iDTGV products for sale and for which the
URL addresses of the pages that allow iDTGV Tickets to be Ordered begin with
http://ventes.idtgv.com. The Seller Websites distribute the iDTGV Tickets as
well as the Supplements, Additional Services and Coach Tickets if the latter
are purchased at the same time when the Order for the iDTGV Ticket is placed. The Creating of iDTGV Tickets and the
Printing of Print-at-Home Tickets purchased via a Seller Website are carried
out on this same internet website in the conditions set forth in Articles 4.4
et 4.5.1 of the General Terms of Sale.
Supervisor: SNCF
agent that ensures Traveller safety and who is responsible for checking iDTGV
Tickets when the Traveller enters the iDTGV Set of Cars as well as in the iDTGV
Set of Cars themselves. Supervisors are accredited by the Public
Prosecutor and are sworn agents. As such, they are authorised to collect and
log the identity and address of offenders when they are checking iDTGV Tickets
(in accordance with Article 529-4 II of the Code of criminal procedure. The Supervisor is also in charge of
enforcing the rules of conduct, such as defined in Article 5 of the General
Terms of Sale, on board the iDTGV Set of Cars.
Supplement: Includes
the Pet Supplement and Baggage Supplements. These Supplements are available on the iDTGV
Website, iDTGV Mobile Website and Seller Websites.
Pet Supplement: Supplement
that appears on the iDTGV Ticket and which grants the right for a pet
accompanying You to access an iDTGV Set of Cars and to carry out the
corresponding Travel with You, in the conditions set forth in Article 12 of The
General Terms of Sale. Each
Traveller is limited to purchasing 2 Pet Supplements per Travel.
Baggage Supplement: Supplement that appears on the iDTGV Ticket and which grants You the
right to bring an additional piece of baggage, beyond the limits set forth in
Article 11.1 of The General Terms of Sale when You are travelling in an iDTGV
Car. Each Traveller is limited
to purchasing 2 Baggage Supplements per Travel.
Bar Car: Car located in the iDTGV Set of Cars which
Travellers have access to for purchasing food and drinks to be eaten there or
to be taken away.
You or the Traveller: any person who places an
Order for a iDTGV Ticket or who is carrying out Travel.
iDTGV Ticket rates apply,
regardless of the Traveller.
Only children under the age of 4 years on the date
of travel are authorised to travel free of charge but cannot, in this case, be
allocated a separate seat. In order
for a child under the age of 4 years to have a separate seat, an iDTGV Ticket
must be purchased at normal rate conditions.
No social fare reductions,
for rail personnel or through agreements, fare reductions, commercial cards or
SNCF loyalty programmes apply to the rates offered by iDTGV for Travel on iDTGV
Sets of Cars.
Furthermore, when taking
an iDTGV Set of Cars, You cannot benefit from SNCF rates offered for the
services in that are in addition to the sale of an SNCF ticket, in particular
the "Baggage at Home" and "Auto/Train" services.
In order to order and pay
for the Order, You must be a major or an emancipated minor, able to legally
contract and comply with the General Terms of Sale. You are financially liable for the Orders
that are placed in your name for your account and for the account of a third
party. You guarantee the truthfulness and accuracy of the information that You
provide.
You place your Order
directly on line on the iDTGV Website, iDTGV Mobile Website, a Seller Website
or a Distributor Website. A Traveller who is placing an Order for iDTGV Tickets
for other Travellers must ensure that these other travellers accept the General
Terms of Sale before placing the Order. Using an iDTGV Ticket therefore implies
that the Traveller has accepted the General Terms of Sale, whether or not the
Traveller placed the Order for his iDTGV Ticket.
All of the information
pertaining to your Order is mentioned in your Travel Dossier.
iDTGV Tickets can be
ordered 6 months at the earliest before the date of departure for the train
that You want to take. An iDTGV Ticket can be purchased no later than 5 hours
before the departure of this train.
When You order an iDTGV
Ticket, You select:
·
the number of Travellers (an Order
is however limited to 12 Travellers);
·
the dates and times for the outward
and/or inward segments;
·
the Travel;
·
the travel ambience (iDzap and
iDzen);
·
the desired class of comfort inside
the train (1st or 2nd);
·
where applicable, the Additional Services,
Supplements and/or Coach Tickets (only on the iDTGV Website, the iDTGV Mobile
Website and Seller Websites).
When placing an Order for an iDTGV return Ticket,
the same Traveller must carry out the outward bound Travel and the inward bound
Travel. If the Traveller carrying
out the outward bound Travel is not the same as the Traveller carrying out the
inward bound Travel, two single iDTGV Tickets must be ordered.
On the iDTGV Website, iDTGV Mobile Website and on
Seller Websites, a service for viewing your seat is offered to You. This
service, which assists You in your selection, is provided to You solely for the
purposes of information. The seat
that You view can in no way have a contractual value and does not hold iDTGV
liable in any way.
In addition, on the
Distributor Websites, compliance with the choice You made concerning the travel
ambience is provided subject to the availability of space and will be confirmed
to You after payment is made.
If You are connected to a
Distributor Website, You must then go, after confirming your Order, to the
iDTGV Website or iDTGV Mobile Website in order to order any Additional
Services, Supplements and/or Coach Tickets.
From among the iDTGV
Tickets proposed to You, You must select the iDTGV Ticket that corresponds best
and then You ensure that the latter has been established according to the
conditions that You have entered.
After selecting your iDTGV
Ticket, You then enter the information concerning the person that owns that
bank account allowing for payment (first and last names, email address).
In any case, You tick the
special box for accepting the General Terms of Sale.
You can Create your iDTGV
Ticket when placing your Order according to the following methods:
·
on the iDTGV Website, iDTGV Mobile Website and
Seller Websites: You tick
the box indicating that You do not want to enter the information on the
Travellers later and therefore proceed immediately with the Creation of your
iDTGV Ticket (You can also tick the box indicating that You want to enter the
information on the Travellers later and proceed with the Creation of your iDTGV
Ticket after paying for your Order, in accordance with the measures of Article
4.4 of the General Terms of Sale);
·
on the Distributor Websites: You proceed with the Creation of your iDTGV
Ticket on the same internet page as that on which You accept the General Terms
of Sale.
Payment is made directly with iDTGV when the
purchase is made from the iDTGV Website, iDTGV Mobile Website and the Seller
Websites and via a travel agency when the purchase is made from a Distributor
Website. Payment is made exclusively in Euros, for a minimum amount of 1 Euro
and a maximum of 860 Euros per day and per bank card. Furthermore, for security reasons and in
order to limit the risks in the event of bank card fraud, You cannot make more
than three payments per day with iDTGV with the same bank card.
We accept the following
payment methods:
·
bank cards issued in France by the Carte Bleue, EUROCARD, MASTERCARD and
VISA networks;
·
banks cards issued in the European Union, United States, Andorra,
Switzerland, Monaco and Liechtenstein by the EUROCARD, MASTERCARD and
VISA networks;
·
Credits on the iDTGV Website, iDTGV Mobile Website and Seller Websites;
·
Purchase Vouchers on the iDTGV Website, iDTGV Mobile Website and Seller
Websites.
Payments made from the
iDTGV Website, iDTGV Mobile Website and the Seller Websites are encrypted using
the SSL (Secure Socket Layer)
procedure.
When a Purchase Voucher is
used to make payment, if the value of this voucher is greater than the price to
be paid on line during your Order, iDTGV does not refund the difference between
the value of said voucher and the price of your Order, and as such the amount
of this difference is lost by the Traveller.
After You confirm your Order, You do not have any
cancellation rights. Your
iDTGV Ticket can thus be exchanged but cannot, except for the case mentioned in
Article 7.2.1 of the General Terms of Sale, be refunded.
After paying for your
Order, a confirmation is sent to You automatically via email, containing the
details of the latter and the reference number of your Travel Dossier.
iDTGV declines any
responsibility in the event the Traveller does not receive this email that
would not caused by iDTGV failing to fulfil its obligations (case of force majeure, error in the email
address provided to iDTGV by the Traveller, incorrect settings for your email
inbox, etc.).
You cannot retrieve your
iDTGV Ticket from a travel agency or from SNCF (station counters, boutiques,
automatic machines).
After You have placed your
Order, You can proceed with the Creation of your iDTGV Ticket:
·
immediately after placing your Order on the iDTGV Website, iDTGV Mobile
Website or on a Seller Website, by clicking on the "print my tickets"
link and by indicating your first and last names and date of birth;
·
from within your confirmation email, by clicking on the "print
" link and by indicating your first and last names and date of birth
·
from the iDTGV Website, by clicking on the "print my tickets"
link and by indicating (i) your email address and your Travel Dossier reference
number, (ii) your Travel Dossier reference number and your first and last names
or (iii) your email address, your Travel and your date of departure. You access the internet page for Creating your iDTGV Ticket where You
must indicate your first and last names and date of birth; or
·
from the iDTGV Mobile Website, by clicking on the "my travel"
link that appears on the homepage then by indicating (i) if You are connected
to the Application: your Travel Dossier reference number and your email address
or (ii) if You are not connected to the Application: (a) your email address and the password for your Customer Account or (b)
your Travel Dossier reference number and your email address.
However, if You Create your iDTGV Ticket within 5
hours before your departure, it is possible that You will not be asked to
supply your first and last names and date of birth and that your iDTGV Ticket,
although it is personalised via its bar code, will indicate only
"Last-Minute Printing". Nevertheless, iDTGV
strongly recommends, for reasons of simplicity, that You Create and, where
applicable, Print your iDTGV Ticket no later than 5 hours before the departure
of your train.
iDTGV declines any responsibility for any anomalies that
could occur when placing the Order or Creating the iDTGV Ticket when these
anomalies were not intentionally provoked by iDTGV or subsequent to negligence
of the latter.
Finally, in accordance with Article 8 of the General
Terms of Sale, each exchange of an iDTGV Ticket is subject to another Creation
of an iDTGV Ticket using the iDTGV Website or iDTGV Mobile Website.
Printing the Print-at-Home
Ticket can be carried out after the Creation of this ticket using:
·
your confirmation email, by clicking on the "print " link; or
·
the iDTGV Website, by clicking on the "print my tickets" link
and by indicating (i) your email address and your Travel Dossier reference
number, (ii) your Travel Dossier reference number and your first and last names
or (iii) your email address, your Travel and your date of departure;
·
the Seller Website on which you placed the order for your iDTGV Ticket,
by clicking on the "print my tickets" link.
Printing is done using your computer which is
properly configured (You must have a computer connected to the internet and
which has the Acrobat Reader software
as well as a laser or inkjet printer with a minimum resolution of 300 dpi). A
Print-at-Home Ticket is valid only if it has been printed on white A4 paper,
blank on both sides, without changing the Print size, in portrait (vertical)
format, using a laser or inkjet printer. It
cannot under any circumstances be presented in another format (electronic,
screen, etc.). You can
only print a single Print-at-Home Ticket at a time on each sheet of A4 paper
(do not use the back).
Good Print quality is required. A
Print-at-Home Tickets that is partially printed, dirty, damaged or illegible
will not be accepted on board and will be considered as invalid. In the event of a problem or poor Print
quality, You must print your Print-at-Home Ticket again.
To check for proper Print
quality, ensure that the information written on the Print-at-Home Tickets, the
text in the image frame and especially the barcodes, are legible.
iDTGV declines any
responsibility for any anomalies that could occur when printing the
Print-at-Home Ticket when these anomalies were not intentionally provoked by
iDTGV or subsequent to negligence of the latter.
In accordance with Article
6.1 of the General Terms of Sale, if You have created your Print-at-Home Ticket
but are not able to show a printed version, if You show a Print-at-Home Ticket
on a support other than that required in this article or if You show a
Print-at-Home Ticket with insufficient Print quality, You will have to pay a
charge of 5 Euros which corresponds to the fees for issuing a ticket on board.
Any refusal or impossibility for You to pay on the
spot the amount corresponding to these fees for issuing a ticket on board will
be observed by the Supervisor. In this
case, You will be required to pay a lump-sum indemnity of 10 Euros plus
administrative costs of 38 Euros (for a total of 48 euros).
In order to allow the M-Ticket to appear on the
screen of your Mobile, You must choose the option "My M-Tickets" on
the iDTGV Mobile Website homepage. The list of M-Tickets You have ordered and
created will appear on the screen. You must choose the M-Ticket which must be
controlled during your Travel. The
latter will appear on the screen your Mobile, thus allowing it to be controlled
by any SNCF agent.
The electronic data saved in the iDTGV information
system referring to the iDTGV Ticket is the valid information, until proved
otherwise, when it comes to the conclusion, the content and the execution of
the iDTGV Ticket sale contract between iDTGV and the Traveller. This electronic data is therefore
acceptable, valid and enforceable proof for the Traveller at the same level and
at the same conditions as any other document made, received or saved on paper.
Since You are making use
of SNCF installations, You must comply with the safety standards that apply in
trains as well as with the requirements of a legal and regulatory nature (in
particular the Law of 15 July 1845 and the application order of 22 March 1942)
organising the police, security and aiming to guarantee law and order on
trains, in stations and on the railroad tracks, such as posted in the main rail
stations.
In addition, due to your
use of the iDTGV Set of Cars, You are required to comply with special rules of
conduct on board the latter, and especially with the following rules:
·
the iDTGV Set of Cars are entirely non-smoking;
·
You agree to respect the cleanliness of the premises and of the
equipment;
·
You must comply with the special rules of conduct on board the iDTGV Set
of Cars corresponding to the iDzen and
iDzap ambiences (the Supervisor can change your seating especially in the event
of non-compliance with these rules);
·
You are required to sit at the seat indicated on your iDTGV Ticket. If You want to change this, You must first see the Supervisor who, at
his entire discretion, will either accept or refuse this change.
When You choose to travel
in the iDzen space, which is a calm and serene area, You must adopt suitable
behaviour and in particular, You are requested
·
to conduct Yourself calmly and silently;
·
keep your mobile telephone on "silent" mode throughout the
entire Travel;
·
to not use a noise or sound producing device (unless You use a headset);
·
for Travellers travelling with children, to keep them under their
responsibility and to exercise special surveillance so as to avoid any
disturbance to the serenity in the iDzen space.
"Large size"
pets (such as defined in Article 12.1. of the General Terms of Sale) are
prohibited in the iDzen space and "small size" pets (such as defined
in Article 12.1. of the General Terms of Sale) are strongly discouraged.
Consequently, if You have
an iDTGV Ticket with a seat in the iDzen space and are travelling with a
"small size" pet, the Supervisor is likely to suggest another seat
for You in the iDzap space.
The "guide dogs"
and "service dogs" mentioned in Article 10.5 of the General Terms of
Sale remain authorised to travel in the iDzen area.
The iDzap area is a
friendly area and is as such particularly adapted for children under the age of
12 years and for groups of people travelling together.
You must nevertheless
comply with the comfort of the other Travellers.
Pets "of small
size" (such as defined in Article 12.1 of the General Terms of Sale) are
admitted free of charge for transportation as long as:
·
the other Travellers accept the presence of your pet (in accordance with
Article 12.3. of the General Terms of Sale, if the said presence were to bother
another Traveller, the Supervisor will have the possibility of reseating You in
the iDTGV Set of Cars) ;
·
You remain entirely responsible for it;
·
You comply with the rules of conduct for the iDzap area;
·
your pet is placed in a container of which the dimensions do not exceed
45 cm x 30 cm x 25 cm.
If You are travelling with a pet "of large
size", such as defined in Article 12.1 of the General Terms of Sale, You
must purchase a Pet Supplement such as defined in this article. This supplement however is not necessary for
the "guide dogs" and "service dogs" mentioned in Article
10.5 of the General Terms of Sale.
In case of unavailability of a traditional iDTGV
Set of Cars, i.e. composed of a Bar Car offering a menu unique to iDTGV and
able to offer Additional Services, iDTGV may have You travel in an iDTGV Set of
Cars which would not offer the same characteristics (different menu served in
the Bar Car, absence of Additional Services, etc.). When placing an Order for an iDTGV Ticket,
You are accepting that such case may happen, in particular during certain total
or partial strikes.
In the eventuality that
the unavailability of a traditional iDTGV Set of Cars should unable iDTGV to
offer You the Additional Services You have ordered, iDTGV shall compensate You
according to the conditions detailed in paragraphs 3 and 4 of Article 7.2.2.A
of the General Terms of Sale, with paragraph 1 of this Article concerning the
replacement proposals that iDTGV could make thus no longer applying.
In order to access iDTGV
Sets of Cars, the reservation of a seat as well as the holding of a valid iDTGV
Ticket (excluding all other SNCF transportation documents) are required.
You must arrive no later than 5 minutes before the
departure of the train. After this period, iDTGV does not guarantee
that You will be able to board the train. It is however strongly recommended that You
arrive for boarding 20 minutes before this departure.
iDTGV Tickets do not have to be punched, as the
control for iDTGV Tickets is carried out under the authority of a Supervisor
when You board the iDTGV Car. However,
although the control for iDTGV Tickets is done when boarding the iDTGV Car, You
must be able to show your iDTGV Ticket to SNCF agents who ask to see it in the
stations and in the trains.
iDTGV Tickets are nominative and cannot be
transferred. You must therefore also be able to show an official currently-valid
form of identity with a photograph: national identity card, passport, driving
licence or residence card to the Supervisor. Family
record books are accepted for children. If You are not able to show one of the
aforementioned forms of identification, the sanction that applies to You will
be that which is mentioned in Article 6.2.1.A of the General Terms of Sale.
If You have exchanged an
iDTGV Ticket and You do not show its latest version, You can board the iDTGV
Set of Cars, after the Supervisor or any SNCF agent checks, using an official
form of identification, that your identity has been recorded on the list of
Travellers and in exchange a charge of 5 Euros which corresponds to the fees
for issuing a ticket on board.
You must also settle the
aforementioned sum if You are not able to show a valid iDTGV Ticket and:
·
You have
Created your iDTGV Ticket and the identity mentioned when said ticket was
created is that mentioned on the form of identification that You are showing;
·
You have
not Created your iDTGV Ticket and the identity of the person who paid for said
ticket when it was Ordered is that mentioned on the form of identification that
You are showing;
·
You have
not Created your iDTGV Ticket and the identity of the person who paid for said
ticket when it was Ordered is not that mentioned on the form of identification
that You are showing but You can provide the reference number of the Travel
Dossier corresponding to the identity of the person who placed your Order.
However, if You have not
Created your iDTGV Ticket, the identity of the person who paid for said ticket
when it was Ordered is not that mentioned on the form of identification that
You are showing and You cannot provide the reference number of the Travel
Dossier corresponding to the identity of the person who placed your Order, the
adjustments provided for in Article 6.2.1.A of the General Terms of Sale shall
apply to You.
Any refusal or impossibility for You to pay on the
spot the amount of 5 Euros corresponding to these fees for issuing your iDTGV
Ticket on board will be observed by the Supervisor. In this case, You will be required to pay a
lump-sum indemnity of 10 Euros plus administrative costs of 38 Euros (for a
total of 48 euros).
Furthermore, in accordance with Article 4.6 of the
General Terms of Sale, the Traveller acknowledges and accepts that the
information resulting from iDTGV's information systems such as mentioned by the
barcode reader device when the iDTGV Tickets are controlled electronically, is
of a probative nature in any claim or dispute concerning the validity of iDTGV
Tickets. This control device in
fact observes the validity of iDTGV Tickets using the latest information
updated in iDTGV's information systems.
As such, during an electronic control that
establishes that an iDTGV Ticket shown by the Traveller is invalid, the
information contained in iDTGV's barcode reader device shall be deemed as
authentic and the iDTGV Ticket will not be valid. Likewise, if iDTGV's barcode reader device
validates an iDTGV Ticket while invalidating the purchase of an Additional
Service, a Supplement and/or a Coach Ticket which is even so mentioned on the
printed version of the iDTGV Ticket, this mention of the purchase of an Additional
Service, a Supplement and/or a Coach Ticket shall not be valid.
Finally, iDTGV declines
all responsibility in the event of loss, theft or illicit use of iDTGV Tickets,
in particular due to the loss or theft of the Traveller's Mobile.
The possession of a Print-at-Home Ticket,
according to Article 4.5.1 of the General Terms of Sale, is mandatory to access
the iDTGV Set of Cars. As such, if You have created your iDTGV
Print-at-Home Ticket but show it in a format other than that required in terms
of Article 4.5.1 of the General Terms of Sale or with a print quality that is
not sufficient in accordance with this Article, You can board the iDTGV Set of
Cars, only after the Supervisor or any SNCF agent checks, using an official
form of identification, that your identity has been recorded on the list of
Travellers and in exchange a charge of 5 Euros which corresponds to the fees
for issuing a ticket on board. Otherwise,
the regulations mentioned in Article 6.2.1.A of the General Terms of Sale will
apply.
The possession of and
presentation of an M-Ticket, according to Article 4.5.2 of the General Terms of
Sale , is mandatory to access the iDTGV Set of Cars.
You must therefore be able to present your
M-Ticket on your Mobile screen to the Supervisor or any other SNCF agent when
entering the iDTGV Set of Cars, in the station and on the train. You must
make sure that You can access the iDTGV Application and that you have enough
battery power in your Mobile in order to be able to show your M-Ticket. As such,
if You have created your M-Ticket but your Mobile cannot display the latter,
due, in particular to insufficient battery power or lack of a signal, You can
board the iDTGV Set of Cars, only after the Supervisor or any SNCF agent
checks, using an official form of identification, that your identity has been
recorded on the list of Travellers and in exchange a charge of 5 Euros which
corresponds to the fees for issuing a ticket on board. Otherwise, the regulations mentioned in
Article 6.2.1.A of the General Terms of Sale will apply.
If you do not have an
iDTGV Ticket or if you have an invalid transportation document, and you
spontaneously go and see the Supervisor and mention that you are in an
irregular situation as soon as you board an iDTGV Set of Cars, you can benefit
from an adjustment of a commercial nature by the Supervisor, subject to seat
availability in the iDTGV Car.
Adjustments of a
commercial nature are carried out in the conditions mentioned hereinafter.
Regardless of the Travel
in question, the adjustment procedures applied are as follows:
·
if you are travelling in first class, you must pay the maximum price for
first class according to the current iDTGV rate chart for the Travel and the
period in question, plus an additional charge of 10 Euros corresponding to the
fees for issuing a ticket on board.
·
if you are travelling in second class, you must pay the maximum price
for second class according to the current iDTGV rate chart for the Travel and
the period in question, plus an additional charge of 10 Euros corresponding to
the fees for issuing a ticket on board.
The amount corresponding
to this adjustment of a commercial nature must be paid immediately by the
Traveller to the Supervisor.
On board the iDTGV Car,
upgrading, i.e. travelling in a class that is greater than that mentioned on
the iDTGV Ticket, is subject to prior approval from the Supervisor that the
Traveller must go and see.
If the upgrade is
authorised, the Supervisor will collect the difference between the maximum
price for first class in the current iDTGV rate chart for the Travel and the
period in question less the price of the iDTGV Ticket shown by the Traveller.
The amount corresponding
to this adjustment of a commercial nature must be paid immediately by the
Traveller to the Supervisor.
·
you do not have an official form of identification, that is currently
valid with a photograph (national identity card, passport, driving licence or
resident card) that proves that you are the person mentioned on the iDTGV
Ticket that You are showing;
·
you are travelling in an iDTGV Car in conditions concerning Travel,
date, time, train, class, comfort and ambience that differ from those mentioned
on your iDTGV Ticket;
·
you are using a transportation document other than an iDTGV Ticket;
·
the non-validity of your iDTGV Ticket is established subsequent to the
electronic control carried out by iDTGV's barcode reader device (except in the
case, provided for in Article 6.1.1 of the General Terms of Sale, when the
Traveller does not present the latest version of his iDTGV Ticket when said
ticket has been exchanged).
When the iDTGV Tickets are
controlled, if you have not spontaneously and in advance informed the
Supervisor of your irregular situation in the conditions defined hereinabove,
you must adjust your situation by immediately paying a sum for which the amount
is indicated hereinbelow:
·
if you are travelling in first class: you must pay the maximum price for first class travel in the current
iDTGV rate chart for the Travel and period in question, plus a lump-sum
indemnity of 25 Euros;
·
if you are travelling in second class: you must pay the maximum price for second class travel in the current
iDTGV rate chart for the Travel and period in question, plus a lump-sum
indemnity of 25 Euros.
The indemnity is due per Traveller in an irregular
situation. All irregular situations
are subject to an observation in the form of a report written by the
Supervisor.
In addition, in the event
You board or leave the train in a station that is not indicated on your iDTGV
Ticket, the lump-sum indemnity to adjust your situation that applies will be 35
Euros, without You having to pay the price for a new iDTGV Ticket.
·
you are using a counterfeit iDTGV Ticket;
·
you are using a forged iDTGV Ticket;
·
you are using an iDTGV Ticket issued in the name of another person;
·
you are using an iDTGV Ticket for which the price is not validly
settled.
In the event of a fraudulent
situation, the adjustment methods applied are as follows:
·
if you are travelling in first class: you must pay the maximum price for first class travel in the current
iDTGV rate chart for the Travel and period in question, plus a lump-sum
indemnity of 128 Euros;
·
if you are travelling in second class: you must pay the maximum price for second class travel in the current
iDTGV rate chart for the Travel and period in question, plus a lump-sum
indemnity of 128 Euros.
The indemnity is due per Traveller in a fraudulent
situation. All fraudulent situations
are subject to an observation in the form of a report written by the
Supervisor.
Any fraudulent use of an
iDTGV Ticket can lead to immediate retention of the ticket and where
applicable, the institution of legal proceedings.
If you have a counterfeit, forged or unpaid iDTGV
Ticket, you are also subject to the filing of a complaint for fraud. Infraction reports fall within the framework
of the law concerning daily security of 15 November 2001 and in particular the
"habitual fraud" misdemeanour.
All collections made by the supervisors give rise
to the issue of a receipt which, where applicable, can be used as a valid
transportation document in iDTGV Cars. On board an iDTGV Car, payments are made by
bank or postal cheque, in cash (in Euros) or by French bank card with a chip
that have the CB logo, except for cards that require systematic authorisation
(those with characters or numbers that are not embossed). International foreign bank cards with
magnetic strips, that contain the CB, VISA or Mastercard logo, are also
accepted.
The acceptance of cheques
is subject to the presentation of an official currently-valid form of
identification with a photograph and a second official document if the amount
of the cheque is greater than 150 Euros.
If you cannot or do not want to pay the sum on the
spot that you owe and as such refuse the transaction that is proposed, a report
observing the infraction is drawn up by the Supervisor. In this case, administrative fees of 38
Euros are added to the initial amount.
You then benefit from the
period of time provided for by law:
·
To settle the amount of the transaction which includes:
- the amount of the adjustment requested;
- the administrative fees, in accordance with the measures of Article
529-4 of the Code of criminal procedure and those of Articles 80-4 to 80-7 of
the order of 22 March 1942 amended.
·
Only the Services Recouvrement des procès verbaux SNCF have authority in
matters of dispute or collection. This
department may be contacted as follows:
SNCF – Centre de recouvrement des procès
Verbaux
Secteur Atlantique
38 rue Charles Domercq
33081 BORDEAUX CEDEX
Telephone: 0825 03 69 85 (€0.15
per minute)
from 9 am to 6 pm, Monday through Friday (except bank holidays)
SNCF – Centre de recouvrement des procès
Verbaux
Secteur Méditerranéen
72 avenue du Président
Wilson
34502 BEZIERS BP 60118
Telephone: 0825 80 01 86 (€0.15
per minute)
from 8:30 am to 6:30 pm, Monday through Thursday, and from 8:30 am to 6 pm on
Fridays (except bank holidays)
If there is no settlement, the report will then be
forwarded to the Public Prosecutor.
You may settle
your infraction in Stations (Cash, Cheque, Money Order, bank cards that are
accepted by SNCF), via Internet : www.contravention-sncf.fr bank cards accepted by SNCF), by telephone (bank
cards accepted by SNCF), or through the post to the aforementioned addresses
(Cash, Cheque, Money Order).
When checking for the
existence and the validity of iDTGV Tickets, Supervisors are authorised to log
the identity and address of offenders.
If an offender refuses or
is not able to prove his identity, the Supervisor will immediately report this
to any judiciary police officer of the national police or of the national
gendarmerie having territorial jurisdiction, which then can order the offender
to be presented without delay.
If payment is not made within
the allotted legal period of time and in the absence of a protest, the offender
will be subject to criminal proceedings in accordance with the measures of
Articles 529-2 et seq. of the Code of criminal procedure.
Wherever possible, iDTGV agrees to comply with the
time schedules sent on the date of the Order. In the event a modification must be made to
the scheduled time on the iDTGV Ticket before the date of departure, iDTGV will
make every effort to inform You within the shortest possible timeframe via an
email sent to the email address that You recorded at the time of your Order.
In the event of arrival
with a delay exceeding between 60 and
119 minutes with regards to the initially scheduled time on the iDTGV
Ticket and which can be attributed to SNCF in its quality as transporter, a
compensation of 25% of the price of the outward bound iDTGV Ticket involved in
the delay (i.e. the price paid for outward bound Travel, less the price of any
Additional Services, Supplements and Coach Tickets) will be allocated to You in
the form of a Purchase Voucher sent to the email address that was recorded at
the time of your Order.
In the event of arrival
with a delay exceeding 120 minutes with regards to the initially scheduled time
on the iDTGV Ticket and which can be attributed to SNCF in its quality as
transporter, a compensation of 50% of the price of the outward bound iDTGV
Ticket involved in the delay (i.e. the price paid for outward bound Travel,
less the price of any Additional Services, Supplements and Coach Tickets) will
be allocated to You in the form of a Purchase Voucher sent to the email address
that recorded at the time of your Order.
The late arrival of a train
cannot under any circumstances give rise to any form of monetary reimbursement
(in cash, by bank transfer, etc.).
This compensation commitment does not apply when
the delay is less than 60 minutes or is due to a cause that cannot be
attributed to SNCF. A delay that is not attributable to SNCF can
in particular be caused by an act characterised as malice, a demonstration by
people exterior to SNCF, the occurrence of an obstacle on the track, a climatic
incident, an accident involving a casualty or a security alert in a station. A delay that can be attributed to SNCF can,
in particular, be caused by a defect in its equipment or an incident involving
the catenary system.
If the train is delayed by more than 60 minutes,
iDTGV will send You an email directly to the email address that You recorded at
the time of your Order to inform You if said delay provides you with rights to
compensation in application of this article. As such, no action from you shall be
necessary.
In the event a scheduled
train has to be cancelled, iDTGV will make every effort to inform You within
the shortest possible timeframe via an email sent to the email address that You
recorded at the time of your Order.
If this cancellation can be attributed to iDTGV or
to SNCF in its quality as transporter, iDTGV may have You travel on another
iDTGV Set of Cars or, where applicable, on an SNCF train, circulating at
different dates and/or times. In this
case, You will lose all rights to compensation or reimbursement in terms of
this Article but can, where applicable, benefit from the conditions of
indemnity described in Article 7.1 of the General Terms of Sale.
If such a proposal is not made or in the event You
refuse or do not respond to the latter within a period of 3 days after
receiving it, You will be offered compensation of a commercial nature. The
latter will be in the form of a Purchase Voucher per Traveller, for an amount
identical to that paid by You for the purchase of your cancelled outward bound
iDTGV Ticket and any Additional Services, Supplements and Coach Tickets
attached to this iDTGV Ticket, plus a percentage which shall not be less than
10% of the amount of your cancelled outward bound iDTGV Ticket. This Purchase Voucher will be sent to You by
email, to the email address that You recorded at the time of your Order.
You will however have the possibility of
contacting Customer Service via Internet to ask that this Purchase Order be
cancelled and transformed into a refund for the exact price of the cancelled
outward bound iDTGV Ticket, plus any Additional Services, Supplements and/or
Coach Tickets attached to this iDTGV Ticket. This
refund will then be made in the form of a bank transfer and will be sent to the
bank account of the person who initially paid for the cancelled iDTGV Ticket. No reimbursement can be made if the Purchase
Voucher delivered following the cancellation has been used, in full or
partially.
iDTGV shall inform You,
via email of the reasons for the cancellation and, where applicable, will
initiate the bank transfer for the refund.
iDTGV does not refund
cancellations of iDTGV Tickets for personal, professional or health reasons.
In the event an Additional Service is unavailable
for which payment has already been made, iDTGV will offer You during your
travel to choose between a replacement Additional Service at a price equivalent
to the unavailable Additional Service and the possibility to purchase products
sold in the iDTGV Bar Car for an amount equivalent to that of the unavailable
Additional Service. If You
accept one of these two replacement proposals, You renounce the possibilities
mentioned hereinbelow.
In accordance with Article
5.3. of the General Terms of Sale, these replacement proposals will not be
offered to You in case of unavailability of a traditional iDTGV Set of Cars, such
as this notion is defined in Article 5.3. of the General Terms of Sale.
If You refuse the aforementioned replacement
proposals or if these proposals do not apply to You, compensation will be
offered to You. The
latter will be in the form of a Purchase Voucher per Traveller, for an amount
identical to that paid by the Traveller for the purchase of the unavailable
Additional Service, plus a percentage, set by iDTGV according to the Additional
Service, which cannot be less than 10% of the price of the unavailable
Additional Service. This Purchase Voucher will be sent to You by
email, to the email address that You recorded at the time of your Order.
The Traveller will however have the possibility of
contacting Customer Service to ask that this Purchase Order be cancelled and
transformed into a refund for the exact price of the unavailable Additional
Service. This refund will then be
carried out by bank transfer to the same bank account that was used to pay for
the unavailable Additional Service.
The cancellation of an Additional Service or
Supplement by the Traveller can be carried out on the iDTGV Website, iDTGV
Mobile Website and Seller Websites. This is
possible and valid only if all of the following conditions are met:
·
the Additional Service or Supplement is described as able to be
cancelled on the iDTGV Website and on the iDTGV Mobile Website;
·
the cancellation is carried out in accordance with the conditions
described on the iDTGV Website and on the iDTGV Mobile Website.
Once the Additional Service or Supplement
cancellation process has been completed, a Credit corresponding to the amount
of the Additional Service or Supplement will be sent to the Traveller on his
Customer Account, if the Traveller owns such an account. Otherwise, the Traveller will receive a
Purchase Voucher for the same amount of the Additional Service or Supplement.
iDTGV does not refund or
give Credit or Purchase Vouchers for any Additional Service that was available
but was not retrieved by the Traveller.
The iDTGV Ticket is valid exclusively in the iDTGV
Car for which You have placed your Order. The iDTGV Ticket has to be exchanged in order
to modify one or more of the following travel items:
·
the day and/or time of departure;
·
the Travel;
·
the seating, class of comfort and/or the ambience;
·
the Additional Services, Supplements and/or Coach Tickets, when
possible.
An iDTGV Tickets is personal and cannot be
transferred. In addition, it can be exchanged only for another
iDTGV Ticket, excluding any other transportation document, in particular SNCF
transportation documents (TGV, Téoz, etc.).
Exchanging an iDTGV Ticket
is possible and valid only if all of the following conditions are met:
·
the rate for the initial iDTGV Ticket allows for an exchange (some
promotional rates cannot be exchanged);
·
the exchange is requested before the closing of iDTGV Ticket sales for
the train that You no longer want to take, i.e. 5 hours before the departure of
this train, and within the opening hours of the Exchange Centre, when the
exchange is made by telephone;
·
the desired seats in the new chosen iDTGV train are already open for
reservations;
·
there is space available in the new chosen iDTGV train.
Exchanging an iDTGV Ticket
can be done before or after Creating the iDTGV Ticket and Printing the
Print-at-Home Ticket.
Each of the types of exchange mentioned
hereinafter require that the iDTGV Ticket be Created again on the iDTGV Website
or on the iDTGV Mobile Website. For
Print-at-Home Tickets, any exchange implies the printing of a new Ticket.
Payment is made
exclusively in Euros, by bank card (Carte Bleue, Visa, MasterCard) as well as
via a Credit.
Three types of exchanges
concerning iDTGV Tickets need to be distinguished, as each has particularities
concerning the steps to be taken by the Traveller:
You need to make this type
of exchange in order to change one or more of the following items:
·
your seating (ambience, car, seat number) without making a change to
your class of comfort;
·
an Additional Service (which can be exchanged);
·
a Supplement (which can be exchanged);
·
a Coach Ticket.
Exchanging an Additional
Service is possible only if all of the following conditions are met:
·
the replacement Additional Service is attached to an iDTGV Ticket
already ordered that is valid for an iDTGV train for which the seats are
already open for reservation;
·
the Additional Service is not described as not able to be exchanged on
the iDTGV Website and the iDTGV Mobile Website;
·
unless mentioned otherwise on the iDTGV Website or the iDTGV Mobile
Website, the exchange is requested before the closing of iDTGV Ticket sales for
the train to which the Additional Service was attached, i.e. 5 hours before the
departure of this train, and within the opening hours of the Exchange Centre,
when the exchange is made by telephone;
This type of iDTGV Ticket
exchange can be done without any additional cost.
You can only make this
type of exchange on the iDTGV Website or on the iDTGV Mobile Website.
If after the process of exchanging an Additional
Service, Supplement or Coach Ticket, You have paid an amount that is greater
than that which You should have paid after the exchange, a Credit corresponding
to the amount of the difference between these two sums (the "delta")
will be sent to you via your Customer Account if you have such an account. Otherwise, You will receive a Purchase
Voucher, also in the amount of said "delta".
However, no compensation
will be allocated to You in the event your exchanged iDTGV Ticket was paid for
with a Purchase Voucher, the value of the aforementioned "delta" is
then lost.
After the exchange,
confirmation will be sent to You automatically via email, whether You exchanged
your iDTGV Ticket on the iDTGV Website or on the iDTGV Mobile Website. You can
then decide to print your new iDTGV Ticket on the iDTGV Website or access it
via your Mobile, in accordance with Article 4.5.2 of the General Terms of Sale.
iDTGV declines any
responsibility in the event the Traveller does not receive this email or in the
eventuality that the M-Ticket cannot be viewed on your Mobile that would not be
caused by a failure to fulfil its obligations (in particular in the case of force majeure, error in the email address
provided to iDTGV by the Traveller, incorrect settings for your email inbox,
defective Mobile, etc.).
You need to make this type
of exchange when the cases mentioned in Article 8.2 of the General Terms of
Sale do not apply to You and when You want to change one or more of the
following items:
·
the day and/or time of your departure;
·
your class of comfort;
·
your Travel.
You must make this type of exchange on the iDTGV
Website or on the iDTGV Mobile Website. However, if You cannot make do otherwise,
iDTGV will accept to make this type of exchange from the Exchange Centre; the
exchange charge will then be higher. In this case, before contacting our Exchange
Centre, we ask imperatively that You check for availability for travel and the
possibilities for exchange on the iDTGV Website or on the iDTGV Mobile Website.
This type of iDTGV Ticket
exchange is subject to an exchange charge of 12 Euros including tax that applies
to each Traveller and to each segment exchanged if you carry out the exchange
on the iDTGV Website or on the iDTGV Mobile Website and 17 Euros including tax
that applies to each Traveller and to each segment exchanged if you carry out
your exchange with the Exchange Centre (1 iDTGV single Ticket = 1 segment; 1
iDTGV return Ticket = 2 segments), and this regardless of the number of changes
made.
This type of exchange is possible only if the
price of the new iDTGV Ticket is at least equal to the price of the iDTGV
Ticket that You want to exchange. Furthermore,
if there is a difference between the price paid for the initial iDTGV Ticket
and the price of the new iDTGV Ticket, You must pay the price difference, in
addition to the administrative costs.
Example: Two Travellers who want to exchange their two iDTGV Tickets on the
iDTGV Website or the iDTGV Mobile Website for a single Paris- Marseilles for
which they paid 39.90 Euros per iDTGV Ticket, for two iDTGV Tickets for a single
Paris-Avignon at a cost of 49.90 Euros per iDTGV Ticket, will have to pay 12
Euros in charges and 10 Euros the difference in price per iDTGV Ticket, for a
total of 44 Euros for the two iDTGV Tickets (and a total of 54 Euros if the
exchange was made via the Exchange Centre).
After the exchange, confirmation will be sent to
You automatically via email, whether You exchanged your iDTGV Ticket on the
iDTGV Website, the iDTGV Mobile Website or via the Exchange Centre. You can then decide to print your new iDTGV
Ticket on the iDTGV Website or access it via your Mobile, in accordance with
Article 4.5.2 of the General Terms of Sale.
iDTGV declines any
responsibility in the event the Traveller does not receive this email or in the
eventuality that the M-Ticket cannot be viewed on the Mobile of the Traveller
that would not be caused by a failure to fulfil its obligations (in particular
in the case of force majeure, error
in the email address provided to iDTGV by the Traveller, incorrect settings for
your email inbox, defective Mobile, etc.).
You must carry out your
exchange with the Exchange Centre when You want to make changes concerning:
·
the day,
time, date and/or the Travel of the iDTGV Ticket(s) for only some of the
passengers in a Travel Dossier;
·
the
inward segment of an iDTGV return Ticket in order to set the latter before the
date chosen for your outward segment;
·
the day,
time, date and/or the Travel of an iDTGV return Ticket for which the outward
segment has already taken place.
Before contacting our
Exchange Centre, we ask imperatively that You check for availability for travel
and the possibilities for exchange on the iDTGV Website or on the iDTGV Mobile
Website.
This type of iDTGV Ticket
exchange is subject to a charge of 15 Euros including tax that applies to each
Traveller and per segment exchanged (1 iDTGV single Ticket exchanged = 1
segment; 1 iDTGV return Ticket exchanged = 2 segments), and this regardless of
the number of changes made.
This type of exchange is possible only if the
price of the new iDTGV Ticket is at least equal to the price of the iDTGV
Ticket that You want to exchange. Furthermore, if there is a difference between the
price paid for the initial iDTGV Ticket and the price of the new iDTGV Ticket,
You must pay the price difference, in addition to the administrative costs.
Example: Two Travellers
have purchased two iDTGV return Tickets between Paris and Marseilles for a
price of 79.80 Euros per iDTGV return Ticket. One of the two Travellers wants to exchange his iDTGV return Ticket
between Paris and Marseilles for a return ticket between Paris and Avignon at
99.80 Euros. He will therefore have to pay 34 Euros in charges and
20 Euros for the difference in price.
After the exchange, confirmation will be sent to
You automatically via email. You can
then decide to print your new iDTGV Ticket on the iDTGV Website or access it
via your Mobile, in accordance with Article 4.5.2 of the General Terms of Sale.
iDTGV declines any
responsibility in the event the Traveller does not receive this email or in the
eventuality that the M-Ticket cannot be viewed on your Mobile that would not be
caused by a failure to fulfil its obligations (in particular in the case of force majeure, error in the email
address provided to iDTGV by the Traveller, incorrect settings for your email
inbox, defective Mobile, etc.).
If, in winter, the train that You want to take
circulates on the Paris-Grenoble-Paris Itinerary on certain dates indicated on
the iDTGV Website and the iDTGV Mobile Website, You can, when purchasing your
iDTGV Ticket, order a Coach Ticket in order to be transported to one of the ski
resorts mentioned on the aforementioned internet websites (for example, L’Alpe
d’Huez and 2 Alpes) within particularly advantageous timeframes. Ordering a Coach Ticket and the schedules
that You must comply with are mentioned on your iDTGV Ticket.
The limit for Ordering
Coach Tickets per Traveller is one single ticket when the Traveller has ordered
a single iDTGV Ticket and a return ticket when the Traveller has ordered an
IDTGV return Ticket.
If you are travelling with a child under the age
of 4 years on the date of travel and you order an iDTGV Ticket for this child
in order to have a separate seat, You must also order a Coach Ticket for this
child. However, if in application
of Article 3 of the General Terms of Sale, this child under the age of 4 is
travelling in the iDTGV Set of Cars free of charge and without benefitting from
a separate seat, You must purchase a transportation document for the coach
directly from the iDTGV partner so that the child can benefit from a separate
seat on this coach.
After confirming your Order, the Coach Ticket
cannot be refunded. It can
however be exchanged under the conditions mentioned in Article 8.1.1 of the
General Terms of Sale.
The transportation service by coach allowing you
to carry out the Grenoble-ski resort-Grenoble segments is provided by an iDTGV
partner, not by iDTGV itself. iDTGV therefore cannot be held liable in the
event of damage caused during your transportation by coach. Likewise, during the ski resort-Grenoble
segment, if you miss your train due to a delay with the coach that is
transporting you to the arrival station (in particular due to heavy traffic
and/or inclement weather conditions), iDTGV cannot be held responsible.
In the Paris-ski resort
direction, if You have created your iDTGV Ticket but are not able to show it or
if You have exchanged an iDTGV Ticket and You do not show its latest version,
You can board the iDTGV Set of Cars and the coach taking You from Grenoble to
your ski resort in exchange for an amount of 5 Euros mentioned in Article 6.1
of the General Terms of Sale.
In the ski resort-Paris direction, if You have
created your iDTGV Ticket but are not able to show it or if You have exchanged
an iDTGV Ticket and You do not show its latest version, You can board the coach
taking you from your ski resort to Grenoble in exchange for a payment corresponding
to this segment. This amount can then be refunded to You by
the iDTGV partner in charge of your transportation via coach, by writing to the
Customer Service on the Internet by providing proof of purchase of your Coach
Ticket. Upon arrival at the Grenoble
station, you must however settle the sum of 5 Euros mentioned in Article 6.1 of
the General Terms of Sale, in order to board the iDTGV Set of Cars.
The coaches that allow You to carry out the
segments that can be accessed using Coach Tickets can be accessed by
mobility-impaired people. The
procedures for reserving an iDTGV Ticket of which the details are provided in
Article 10 of the General Terms of Sale thus apply.
The Navendis service is offered
by the Navendis company, a partner of iDTGV. It allows You, from the internet
platform which can be accessed at the address www.navendis.com, to reserve a seat in a
shared shuttle for carriage upon request, to or from Lyon Station in Paris.
When the order is placed
for the Navendis service, the Traveller accepts the Navendis General Terms of
Sale which can be accessed via the following link: to be filled in. You are
therefore requested to read this document carefully.
Requests for information
and any claims from the Traveller are handled by the Navendis Customer Service
department which can be contacted via the section "Claims" on the
Navendis internet platform which is available at the address www.navendis.com.
iDTGV does not process any request or claim concerning the Navendis service.
The Traveller may also
send claims to the following address: Navendis, 58, rue Pottier, 78150 Le
Chesnay. The Customer Service department
of the Navendis company will provide you with an answer in the shortest
timeframe possible.
Subject to availability, iDTGV will do all that is
possible to provide You with the services defined in this article. We ask however that You place your Order no
later than 48 business hours before the departure of the train that You want to
take.
You must place the Order
for your iDTGV Ticket on the iDTGV Website, on the iDTGV Mobile Website or on a
Seller Website by following the steps defined in Articles 4.2 and 4.3 of the
General Terms of Sale.
After You have placed your Order, if You want to
order an iDTGV Ticket for your assistant, You must, without delay and no later
than 48 business hours before the departure of your train, go to the iDTGV
Website or the iDTGV Mobile Website. You must
then clock on the link "Contact iDTGV" then click on the link "I
contact iDTGV" which will display a form that You must fill in.
The iDTGV
Ticket for your assistant is free if You have a disability card that mentions
"third party", "needs assistance" or "needs blind
assistance". iDTGV will then seat this assistant as close as possible to
your seat (according the remaining seats available in the iDTGV Car).
iDTGV will provide You with confirmation of
seating for your assistant via email. At that
time, you can Create their iDTGV Ticket from the iDTGV Website or the iDTGV
Mobile Website and/or Print it on the iDTGV Website, by clicking on "print
my tickets" and then by following the instructions that will be provided
to You.
iDTGV declines any
responsibility in the event the Traveller does not receive this email that
would not caused a failure to fulfil its obligations (case of force majeure, error in the email
address provided to iDTGV by the Traveller, incorrect settings for your email
inbox, defective Mobile, etc.).
In order to simplify future Orders, You can go to
the iDTGV Website or the iDTGV Mobile Website, click on the link "contact
iDTGV" then on the link "I contact iDTGV" and fill out the form
to which You will be given access, by indicating in the "message"
box: "I want iDTGV to
retain the information concerning my disability card" and by uploading a
scanned copy of your disability card as an attachment to this form.
In this case, iDTGV, as a processing manager, will
collect the data of a personal nature displayed on your disability card. The latter will undergo computer processing
exclusively for the purposes of creating a file that will allow us to have You
benefit from the conditions offered to mobility-impaired people, avoiding You
from having to send us your disability card every time you place an order for
iDTGV tickets.
The recipients of this data will be the members of
the personnel in charge of iDTGV customer relations. This data will not be transferred out of
France.
In accordance with the
"computers and liberties" law of 6 January 1978 amended in 2004, You
have a right to access the information concerning You and to correct the
latter, which You can exercise either by sending a letter by post to iDTGV, 2,
Place de la Défense, 92053 La Défense Cedex, France, or by sending an email to donnees.personnelles@idtgv.com
You may also, for
legitimate reasons, refuse that the data concerning You be processed.
The data that appears on
your disability card will be retained until You ask iDTGV to destroy the data
or, at the latest, up to 5 years starting from the date of reception of the
email authorising the insertion of your data into our file.
Unless indicated otherwise
in this email, the stipulations of Article 15 of the General Terms of Sale
concerning data of a personal nature that You have sent when placing an order
for iDTGV Tickets apply to the processing of a data of a personal nature
appearing on your disability card.
You must place the Order
for your iDTGV Ticket on the iDTGV Website, on the iDTGV Mobile Website or on a
Seller Website by following the steps defined in Articles 4.2 and 4.3 of the
General Terms of Sale.
After You have placed your Order, You must,
without delay and no later than 48 business hours before the departure of your
train, go to the iDTGV Website or the iDTGV Mobile Website. You must then clock on the link
"Contact iDTGV" then click on the link "I contact iDTGV"
which will display a form that You must fill in.
Our Customer Service on the Internet will reserve
a seat for You in the area reserved for the wheelchair, located in first class
with no increase in the price. If You
must travel with an assistant, You must also follow the instructions in Article
10.1 of the General Terms of Sale.
iDTGV will confirm the
reservation for a dedicated "wheelchair" space by sending You an
email. iDTGV declines any responsibility in the event the Traveller does not
receive this email that would not caused a failure to fulfil its obligations
(case of force majeure, error in the
email address provided to iDTGV by the Traveller, incorrect settings for your
email inbox, defective Mobile, etc.).
To access this service,
there are two solutions:
·
at least 30 minutes before the departure of your train, go to the
"disabled welcome" counter at the station (a list of "disabled
welcome" counters for the stations served by the iDTGV Cars is available
on the www.gares-en-mouvement.com website);
·
make the request by filling out the form available on the iDTGV Website and
the iDTGV Mobile Website under the conditions mentioned in Articles 10.1 and
10.2 of the General Terms of Sale immediately after placing the Order for your
iDTGV Ticket and no later than 48 business hours before the departure of your
train (on the form, select the "Information for handicapped customers
(Mobility-impaired people)" category and then the "assistance in the
station (Mobility-impaired people)" sub-category).
Access Plus is a free welcoming and accompaniment
service from the entrance at the departure station right to the exit of the
arrival station. This
service is intended:
·
for Travellers that have a disability card of 80% or more;
·
for Travellers with an obvious handicap, i.e. arriving at the station
with their own wheelchair;
·
for Travellers that have a war pensioner/discharged card.
You can reserve the Access
Plus service as early as 90 days and no later than 2 days before your date of
departure:
·
by telephone, via normal dialling: 0 890 640 650 then dial 1
(0.11€ inc. tax/min from a land line);
·
by telephone, via short code dialling: 36 35 then say Access Plus
(0.11€ inc. tax/min from a land line);
·
by fax: 0 825
825 957 (0.15€ inc. tax/call);
·
via
email: {0><}0{>accesplus@sncf.fr;
·
via
internet, from the www.voyages-sncf.com and www.accesplus.sncf.com
websites.
The service centres that can be reached by
telephone are open 7 days a week from 7 a.m. to 10 p.m.
Any disabled Traveller with a disability card that
mentions a disability rate of 80% or more can travel with a "guide
dog" or a "service dog". This dog travels free of charge, without a
Pet Supplement, and furthermore is exempt from having to wear a muzzle.
Remember to be on the
platform 20 minutes before the departure time of your train in order to facilitate
access to your seat.
In addition, if You cannot
show your disability card, an adjustment of 45 Euros mentioned in Article 12.2
of the General Terms of Sale will apply to You.
Do not forget to bring an official form of
identification (currently valid and with a photograph) and your disability
card. If You are not able to
show an official form of identification, the sanction that applies to You will
be that which is mentioned in Article 6.2.1.B of the General Terms of Sale.
The baggage that You bring on board iDTGV Cars are
to be monitored by you and are your responsibility throughout the entire Travel. Risks concerning loss, damage and theft of
baggage are at your expense.
Your baggage cannot
exceed:
·
two pieces of hand baggage per Traveller; or
·
one piece of hand baggage and one object per Traveller (a folding baby stroller,
a wheelchair, a bicycle if the wheels have been removed and are stored together
in a special cover that does not exceed 1.20m x 0.90m, a wakeboard stored in a
cover that does not exceed 1.20m x 0.90m, a pair of skis, a monoski or a
snowboard, a sac containing a pet "of small size"); or
·
one piece of hand baggage per Traveller and a piece of baggage that does
not exceed 0.50m x 0.50m x 0.50m; or
·
one piece of hand baggage per Traveller and a musical instrument stored in
a container that does not exceed 0.50m x 0.50m x 0.50m.
For safety reasons,
beyond these limits, if You have not purchased a Baggage Supplement, You cannot
board the train without parting with your excess baggage.
If You wish to travel with
more than two pieces of baggage, You must purchase a Baggage supplement at a
cost of 35 Euros per additional bag by:
· confirming on the iDTGV Website, iDTGV Mobile Website or on a Seller Website the purchase o