How to Submit a Claim for Onboard Seating Issues (SNCF – Step-by-Step Guide)

If you experienced a seating issue during your train journey (such as no assigned seat or no seat available), you can raise a claim using the SNCF chatbot TOUTOUI. Follow the steps below:

Step 1: Open SNCF Chat Support

• Visit the SNCF chatbot page.
• The chatbot TOUTOU will appear to assist you.

Step 2: Select Request Type

• Click on:
  ✅ “Others…”

Step 3: Choose Issue Category

• From the list, select:
  ✅ “No seating”

Step 4: Confirm Incident Location

• Choose:
  ✅ “On board a train”

Step 5: Enter Booking Details

If your trip is not detected automatically:

• Enter your 6-character Travel File Reference (Dossier Voyage)
• Provide:
• Passenger name
• Date of birth (DD/MM/YYYY)

Step 6: Select and Validate Journey

• Choose the affected journey from the list displayed
• Click:
  ✅ “To validate”
• Confirm the correct train when prompted

Step 7: Group Booking Confirmation

• Select:
  ✅ “No” (if you did not book for 10+ people)

Step 8: Specify Seating Issue

• Choose the appropriate option:
  ✅ “No assigned seat”

Step 9: Describe the Issue

• You will be asked:
  “Please describe the problem you encountered in detail."
• Provide a clear explanation
  (e.g., no seat available, overcrowded train, etc.)

Step 10: Additional Information

• When asked “Is there anything else you'd like to add?”
  ✅ Select “No” (unless you want to include more details)

Step 11: Upload Supporting Documents

• You can upload attachments by clicking:
  ✅ “Click here” under Upload your attachments
• You may upload:
• Ticket copy
• Booking confirmation
• Photos (if available)

• If you do not have attachments:
  ✅ Click “I have no attachments."

Step 12: Submit Your Claim

• Once everything is completed, click:
  ✅ “Submit my request”
• Your claim will be sent to customer service for review.