Hit "Annuler" (Cancel) Button On SNCF Site by Mistake
 

I've had PREM tickets for three months for our trip in less than 2 weeks, and I was looking at the page on the site today, and instead of closing out the site, I hit the Annuler button. I called immediately, and they said the tickets are still good, but that was so soon after I did it, I fear it just hadn't "registered" yet. I "think" I would have to do another step to completely cancel the tickets from what I can read, but I'd feel happier knowing for sure that everything is ok. I cannot find the number for an English speaking SNCF rep; I know there used to be one. It is too late now to do anything today since it appears that all phones for customer service close at 20:00, but I want to get on this first thing tomorrow. Does anyone know the number for an English-speaking rep? The person I talked to and I bumbled along in his fractured Eng. and my fractured French.

Sorry to sound so hysterical, but I am very concerned about this. The tickets are for 5 of us from Avignon to Strasbourg.

Thanks for any help re the number or experience with canceling tickets online, either by intent or by mistake.

o11-33-8-92-35-35-36

Thanks St.Cirq, but I've tried that number twice and get a message in English that says that that number is no longer in service.

http://www.fodors.com/community/euro...r-for-sncf.cfm

Stu Dudley

Seule l'annulation totale de votre commande est proposée en ligne. Pour procéder à l'annulation de l'un des passagers ou de l'un des trajets, rapprochez-vous d'un agent SNCF en gares, boutiques SNCF ou composez le 3635 (0,34 cts/ minute)

I hope this means that i would have to do one of the above to complete the annulation process. I also get another message saying that the reservation is valid until I complete the process. But I'd be happier to get rid of any suggestion of annulation. I will try number on Stu's thread tomorrow. Thanks.

well, I've never cancelled a ticket, but given PREMs are prepaid, I didn't know there was any way of canceling them, anyway, at least after they'd been paid for, as you said, so I'm not clear on how that would even be possible.

I'd just wait a day and check your account online to see if they were still there.

Otherwise, the SNCF English-speaking number is really just the Eurostar number, I think. So you could try calling them, which is 08-92-35-35-39 and has been for some time now. Of course you drop the leading zero if calling from US.

Your post implies you either have your tickets in hand or a confirmation number to use to pick the tickets up at the station. If that's the case, as Christina said, PREMS are non-refundable so I doubt you could have cancelled them.

Try not to worry but double-check tomorrow.

>>PREMS are non-refundable so I doubt you could have cancelled them.<<

grandmere won't get her money back, but they could assign her seats to someone else if her ticket was cancelled.

Stu Dudley

Well, but what would be in it for anyone to cancel if they didn't get any money back? I'm just having trouble understanding how that option could even be available or why. If you got some kind of credit or rebate, I could see why you'd do it.

Exactly what I am worried about, Stu.

What gives me some hope is this:
"Votre réservation actuelle restera valide jusqu'a la fin de la procedure."

Trouble is, I don't know how to end the procedure. (I do have printed tickets in hand, BTW)

When i look up my reservations on my Iphone, all appears to be ok and no mention of annulation, as there is on my computer, regardless of my closing site and starting over.

I will call SNCF again tomorrow and try to get English-speaking person or stumble along in French.

Thanks for the support, folks! I'll be back tomorrow, either rejoicing or --I don't know what I would do. Would be very difficult to get new 5 seats on the train for 2 weeks from now.

Just saw your last message, Christina; I know, there would be no incentive to cancel, but that "annuler" button was there, and I hit it. It must be possible to cancel these tickets.

Once the PREM Fare tickets are purchased, they cannot be exchanged or refunded, but you can cancel your reservations (at one of the SNCF shops, at the station, or by calling). I assume you have your confirmation, DOSSIER VOYAGE, and Référence client number, since you have the printed tickets in hand (e-ticket), so you should be able to check the situation online.

The SNCF telephone number from outside of France is: +33 892 35 35 35. The telephone number you received in the message (3635) is for use within France.

So, Robert, are you saying that I could not have cancelled the reservations online? I just checked the other reservations I have, and I am getting the same message with each of the 3 Dossier numbers. It looks as though I have inadvertently tried to cancel ALL my tickets; I don't see how this could be when I just had the one Dossier number on the screen when I hit the Annuler button by mistake.

I do have confirmation, Dossier Voyage, and Reference client number. But it looks as though I am part way through the cancellation process because of the sentence: Seule l'annulation total de votre command est proposee en ligne. This is what is so worrying.

From what I understand, you have to finalize the cancellation at one of SNCF shops, at a ticket office in a train station, of by calling. It may be a safety issue. You might want to call the number above tomorrow to be sure.

Aren't French web sites great!!!!!! Difficult to figure out what's going on. The Gites-de-France site is a mess too.

Stu Dudley

I stayed up until 2:00 a.m EDT to call SNCF when it opened at 8:00 in France and eventually got an English-speaking person at SNCF. He said that I did not cancel my tickets, that I would have had to follow more steps to do that. I guess everyone reading this will understand the relief I felt. Nevertheless, worrier that I am, I will heave another sigh of relief if we get on those trains and indeed have seats!

For anyone else trying to reach the SNCF by phone, none of the phone numbers given above or in other threads worked, even the one that everyone said was the Eurostar number.
The number to call to get an English speaking rep is:
9 70 60 99 70

Thank you again for "listening"!

(Selfishly) I am so glad I only saw this now, so that I know that your tickets are "safe and sound", grandmere! I would have had a knot in my stomach waiting for the outcome.....I SO hate it when I do something that I fear has messed something up! I hope you have the most wonderful trip to Strasbourg and as I have often said, I think of you fondly whenever I remember our own wonderful trip to Strasbourg and our stay at the Hotel Rohan.

Believe me, Socialworker, I was probably in worse shape than a knot in my stomach! That SNCF plays hardball and "gives no quarter". Good to hear from you!

Oh, *I* would have been a dithering, ranting basket case if it were my tickets.

I meant I would have had a knot in my stomach for you if I had checked this thread before knowing all was well that ended well! :)

I'm glad to see that you got that sorted, Grandmère. I was feeling your anxiety! As one who often buys tickets for others, I understand the added pressure that brings. And thanks for providing the new SNCF number. It has apparently changed since I last had to call in 2011. Bon voyage!