Requesting a refund or compensation
Requesting an E-Ticket refund
As unexpected events may mean you have to cancel your trip at the last minute, we give you the option of obtaining a refund for E-Tickets bought via this site. To obtain a refund, your E-Ticket must still be valid.
The process is simple and involves just three steps:
- go to the My Orders section of your Account
- select the E-Ticket in question and click "I want to cancel this order and request a refund"
- fill in your bank details so that your account can be credited by bank transfer The data are encrypted before being sent over the Internet.
Note that a fixed administration fee of €3 per E-Ticket cancelled will be deducted from the amount refunded.
Only E-Tickets that have not yet been exchanged on board the tram can be refunded. Tickets bought at the automatic ticket machines in the stations or from the Rhônexpress staff on board cannot be refunded or exchanged.
Cancelling your E-Ticket cancels all the tickets you have ordered.
Warning: E-ticket refund is made in euro only. Any refund will be made on an account out of the Euro
Area (eurozone). In this case, a discount code will be delivered by e-mail as compensation of the cancellation.
We know your time is valuable, so the whole Rhônexpress team is committed to offering a service that meets your needs in terms of punctuality.
However, in exceptional cases when we are unable to keep this commitment, we offer compensation at 50% of the price of a single ticket for delays of over 10 minutes, and 100% for delays of over 20 minutes (based on ticket machines fares). This compensation will take the form of a credit that can be used at the website for future purchases. That's the Rhônexpress Punctuality Guarantee!
To activate the Punctuality Guarantee, just fill in the form our conductor will give you, and either return it directly or send it to us by post within fifteen days of the incident. We will then send you by e-mail or post a voucher code corresponding to the compensation amount, which you can use at the website for future E-Ticket purchases.
Note that the Punctuality Guarantee does not apply in three cases:
- Passengers travelling with a free Rhônexpress ticket or a ticket reserved for airport staff.
- In cases where an alternative service by bus is put in place, regardless of the reason.
- For departures of Rhônexpress after midnight.
Otherwise, if you incur additional financial expenses due to an interruption to the Rhônexpress service (taxi, hotel, flight etc.), refer to the travel insurance purchased with your flight, or to your bank if you paid for your plane ticket with your bank card. The Rhônexpress responsability is limited to the transfer Lyon-Airport