Document TGV Lyria

INFORMATIONS GREVE DECEMBRE 2019 - JANVIER 2020

INFORMATION ABOUT DECEMBER 2019 - JANUARY 2020 STRIKE

We currently operate a normal service with all TGV Lyria trains, which are running according to the timetables of our new offer "Lyria 2020".

Tickets for all these trains are on sale on the SBB and SNCF sales channels.

Up-to-date traffic information:

• on the SNCF Assistant and the SNCF information tools; • and herafter on this page about running exceptions.

Find here the transport plan of the previous strike days.

Public transport traffic in Paris is also almost normal and the metro lines from Paris Gare de Lyon provide a normal service.

From 26 January, normal traffic on all routes, except for the usual works impacts, which are detailed in the "Works" section of this page.

All TGV Lyria teams will be available to give their customers the best advice as quickly as possible.

Commercial after-sale measures for TGV Lyria trains from 4 December to 26 January:

Details of the methods for refund and exchange are given below. Actions apply for the return journey if the outward journey is affected by the strike (or vice versa).

Measures: exchange or refund without charge, irrespective of the fare, including non- exchangeable / non-refundable fares (with payment of any difference in price between the cost of the original ticket and the fare on the day - this difference of price will be refund upon simple resquest to the customer service department of your booking channel).

Channels in Switzerland: go to the ticket counters at SBB stations for tickets purchased via an SBB channel, and to OUI.sncf for tickets bought on an SNCF channel.

Channels in France: go to your booking channel.

Specific details for self-service terminals and OUI.sncf: after-sales measures apply up to 1 hour after the departure time of the train, and not up to 28 January on these channels.

Document confidentiel - protégé de Lyria SAS 1 INFORMATIONS GREVE DECEMBRE 2019 - JANVIER 2020

1. Refunds up to 28 January

Any passenger holding a ticket or e-ticket valid on a train operating or not during the national inter- sector strike from 4 December to 19 January or cancelled from 20 to 26 January because of the strike may apply for a refund of their ticket without charge from now up to 28 January, irrespective of the fare, and including non-exchangeable/non-refundable fares.

This rule applies to a physical ticket as well as an e-ticket (not validated/checked), for a refund request before or after the departure of the train up to 28 January inclusive.

2. Exchange up to 28 January

Any passenger holding a ticket (not validated/checked), purchased in France, valid on a train operating during the national inter-sector strike from 4 December to 19 January or cancelled from 20 to 26 January because of the strike may apply to exchange their ticket without charge, irrespective of the fare, including non-exchangeable/non-refundable fares.

For the exchange, the method of exchange of the tickets as well as the price of your initial tickets may result in additional costs due to the difference in selling price between the initial ticket and the new ticket. This will be refunded. This will be refunded to you upon simple request to the customer service department of your booking channel (SNCF, SBB or travel agency).

The exchange is free of charge (no payment of the difference in selling price between the initial ticket and the new ticket) only at ticket offices in SNCF stations in France or SBB in Switzerland.

TGV Lyria encourages its customers to request an exchange before the departure of the train initially indicated in the booking.

3. Compensation for services not guaranteed in BUSINESS 1ÈRE

Any person travelling in BUSINESS 1ÈRE class on 5 and 11 December who has not enjoyed the associated services may apply for a refund of their ticket up to 50% of the fare. Please contact TGV Lyria customer services: https://www.tgv-lyria.com/fr/en/contact-us.

This rule applies to a physical ticket as well as an e-ticket in BUSINESS 1ÈRE, for a refund request after the departure of the train, up to 7 January inclusive.

Should you have any questions, please contact your booking channel.

Document confidentiel - protégé de Lyria SAS 2