Claim for compensation
Because we know that your time is precious, the entire Rhônexpress team is committed to offering you a service that meets your expectations in terms of punctuality.
Nevertheless, in the exceptional case where we are unable to meet this commitment, we will compensate you up to 50% of the price of a one-way ticket for a delay of more than 10 minutes, and up to 100% in the case of a delay of more than 20 minutes (based on machine fares). This compensation will take the form of a refund or coupon code to be used on this site during a future purchase.
This is the Rhônexpress Punctuality Guarantee!
To activate this Punctuality Guarantee, all you need to do is contact us directly online for all claims and questions or via firstname.lastname@example.org.
Please note that the Punctuality Guarantee does not apply in the following cases:
- Passengers travelling with a free Rhônexpress ticket or a ticket reserved for airport staff;
- When a substitute coach service is introduced, for whatever reason;
- For Rhônexpress departures after midnight.
On the other hand, if you have had to bear additional financial costs due to a Rhônexpress interruption (taxi, hotel, flight, etc.), please refer to your travel insurance taken out with your flight or to your bank intermediary if you paid for your plane ticket with your bank card. Rhônexpress' responsibility is limited to the Lyon - Airport transfer.
Claiming a refund for an E-Ticket
Because unforeseen circumstances may force you to cancel your trip at the last minute, we offer you the possibility of reimbursement for your E-Ticket purchased on this site. To do this, it is imperative that your E-Ticket is still valid.
The process is simple and consists of only 2 steps:
- Go to the Account History section of your Account
- Select the E-Ticket concerned and click on "I wish to cancel this order and request a refund"
If the request is made after 7 days (from the date of your purchase) a flat-rate cancellation fee of €3 will be deducted from your refund.
Only E-Tickets not yet exchanged on board trains are refundable. In the case of a Return E-Ticket, the E-Ticket cannot be refunded if one of the two journeys has been made. Tickets issued by the station's ticket machines and by Rhônexpress attendants are neither refundable nor exchangeable.
Please note: All E-Ticket refunds are made in Euros. No refund will be made to a bank account outside the Euro zone. If this is the case, a discount code valid for 2 years will be sent by email to allow the purchase of a new E-Ticket.