What's the typical response time for a SNCF Réclamation en Ligne claim?
Upvote:4
I have no other reference than my own experience. I filled the online form or sometimes sent the envelope they give when the train is late. The process seems relatively automated, I suppose they check manually only cases like yours, but it still takes time.
Over the 5 to 10 times I filed such complaints, I usually waited 1 to 2 months. I would say that as your case is not straightforward, you might need to call them and argue your situation. In any case, I would recommend you to start the process as early as possible with the travel insurance, and if they need any proof I would say print the result of the form you linked (I expect once you give your file reference and name, they tell you what refund you may receive).
As your train was cancelled because of a strike, if they do not give you anything for your hotel, I would recommend you to go to any station and ask for a refund of your ticket at least. Be careful, you have 60 days to do so.
Upvote:4
It seems the answer for requests submitted online is under a week.
On Wednesday 18th June I submitted two requests online, one for a journey which was delayed, one for a journey which was cancelled due to the strike. On Friday 20th I received a response to my cancelled train request, denying it due to the strike. On Monday 23rd I received a response to my delay request, asking for bank details to proceed with the claim.
Interestingly, an online request I sent Programme Voyageur (SNCF Fidélité) team took a while longer, that took about 2 weeks for a response.
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