- Prepare your travel
- Travelling with Artesia
-
- Services in station
- Your onboard comfort
Journey classes- Food service
- Visit our trains
- Virtual tour
- Photo gallery
- Cars layout
- Cities
After sales services Artesia
We are at your service to respond to any inconvenience you encounter during your trip.
For any complaints, please fill out the online form,
print it, and post it by surface mail along with your original tickets, to Artesia Customer Service
For email, recommendations for improvements to our travel services, complaints regarding Artesia train (international journey), please write to:
| ||||
Artesia SAS BP 10630 75421 PARIS Cedex 09 France
| ||||
For any complaint concerning a non-international journey on a daytime Artesia train (e.g. Paris-Chambéry, Turin-Milan), please write to:
- Following a delay on the French domestic segment :
Centre Régularité SNCF
14915 CAEN Cedex 09 France - For any other problem on the French domestic segment :
Service Relations Clients SNCF
62973 ARRAS Cedex 09 France - Following a delay or any other problem on an Italian domestic segment :
Trenitalia
Assistenza Gestione Operativa Reclami
Via Giolitti, 2
00185 ROMA Italy
Artesia night trains
When your Artesia night train arrives 60 minutes or more late on an international journey, and when these delay can be attributed* to the railway networks, Artesia will compensate you with travel vouchers**.
If your train arrives with delays of 60, 120 or 240 minutes, the compensation will be for 10, 20 or 50% respectively, of the price of the journey in question***.
Compensation cannot be less than 5€.
Artesia day trains
When your Artesia daytime service train arrives 30 minutes or more late on an international journey, this delay being attributed* to the railway networks, Artesia will compensate you with travel vouchers**.
The compensation is one third of the price of your ticket***.
The amount of compensation cannot be less than 5€.
*This guarantee does not apply when the cause of the delay is not related to the railway networks. (e.g. : malicious acts, demonstrations of persons unrelated to the railway networks, obstacles on the track, bad weather, intervention of police or customs agents, etc.).
**The request for compensation must be sent to the a.m. addresses within 2 months from the travel date .
Travel vouchers issued by the French Railways SNCF are valid for one year, for the person of your choice, for the purchase of SNCF services, with the exception of Paris-area services.
Travel vouchers issued by the Italian railways Trenitalia are instead nominative, and valid for 6 months, for buying Artesia services and Trenitalia national services.
*** Except for special provisions.
Ticket exchange and refund policies vary depending on the type of travel solution you have bought (and on where the ticket is cancelled or stamped). A penalty fee may apply.
Where to exchange or obtain a refund for your tickets ?
If your ticket was issued by SNCF, you can go to the ticket desk of a train station or an SNCF agency, alternatively you can turn to the travel agency that sold you your tickets, within 60 days after the travel date indicated on your ticket/s.
If your ticket was issued by Trenitalia, you can go to a ticket desk in a Trenitalia station, or to the travel agency that sold you your tickets, within 2 months after the travel date .
In case of non-use, you can also send your original tickets to the following address:
Trenitalia SPA
Divisione Passegeri
Rimborsi Internazionali
V. Le Lavagnini, 58
50129 Firenze - Italia
In Europe...
Exchanges:
You must buy a new ticket in Europe. Unused tickets must be stamped in a European Railway station within the time frame allowed for cancellations in Europe. Unused stamped tickets must then be returned to the issuing office for a refund.
Refunds for unused tickets (cancellation of train journey):
Unused tickets must be stamped in a European Railway station within the time-frame allowed for cancellations in Europe. Unused stamped tickets must then be returned to the issuing office for a refund. When applicable, refunds can only be granted in your country up to 60 days after the train's departure date.
In your country...
Exchanges:
You must buy a new ticket. Unused tickets must be returned to the issuing office within the time-frame allowed for a refund.
Refunds for unused tickets (trip to Europe cancelled):
When applicable, these can only be granted in your country up to 60 days after the train's departure date.
Conditions for exchanges and refunds
To know our conditions of exchange, and for refunds in the case of non-use of your ticket, click on Sales conditions.
