French regional trains suffer unreasonable delays, says consumer group
More than 11% of TER services are delayed, with France coming in behind Germany and Italy
TER trains have an overall delay rate of 11.2%, figures show
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Too many trains in France are delayed, with services (and compensation for delays) varying considerably from region to region, a new consumer report states.
The report by consumer group UFC-Que Choisir condemns trains in France for too-high delays, stating that almost one in five regional express trains (TER) experience major delays, along with a “lack of transparency” on reasons for the delay, and major disparities between regions.
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The group said that poor train service was even more pertinent, in today’s environment, in which people need to be encouraged away from individual vehicles.
“While environmental issues, as well as purchasing power, mean that more than ever, everything possible must be done to reduce the use of private cars, train services are not up to scratch,” it states, adding that private cars still account for 74% of daily home-to-work journeys in France.
The group cited 2023 figures from the Autorité de régulation des transports (ART), which showed that 9.6% of TER trains were cancelled, and 11.2% of the services that did run were delayed by at least five minutes.
Delay rates vary by region
Delay rates vary considerably by region, the report shows.
A representative from the PACA region claimed that SNCF had neglected the region’s services.
They said: “[We promise] to make SNCF face up to its responsibilities.
“The deterioration in service quality in 2023 led the southern region to apply a €2.5 million penalty to SNCF under the terms of its contract. In the new TER agreement, the penalty system has been further tightened, with the maximum amount increased to €4 million.”
It added that SNCF had suggested an action plan that is designed to address the issue, “to [bring services] in line with the objectives set out in the agreement between SNCF and the region”. Yet, it said this is yet to be shown in the figures.
The report also found that some of the SNCF delay data is incomplete, with some data only available at a regional level, and not per train line. This can make it difficult to get an accurate picture, it states.
“For example, in the Nouvelle-Aquitaine region, the Limoges-Brive line shows a cumulative delay and cancellation rate of 3.3%, compared with 23.4% for the Bayonne-Tarbes line,” it reads. “Similarly, the average delay rates currently published do not reflect difficulties encountered by users during rush hour, i.e. at times when these disruptions have particularly damaging consequences.”
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Varied compensation
Compensation prices for delays also vary considerably by region, the report said.
For example, Auvergne-Rhône-Alpes and Occitanie do not provide any compensation for TER delays.
In contrast, the Centre-Val-de-Loire region offers the most, with a refund of up to 30% of the cost of the season ticket available “if at least 15% of the trains on the line used have suffered an issue”.
UFC-Que Choisir says that this disparity will only serve to deter people from using the trains even more.
Report demands
The consumer group called for authorities to “wake up” to these figures, and called for:
Total transparency on TER reliability data
The standardisation of bonuses and sanctions relating to quality of service in regional contracts
The introduction of standardised, systematic compensation for users in the event of recurrent delays
The standardisation of compensation conditions between regions, to the highest level already available
France ‘poor performer’
The report also condemned France as being “one of Europe’s poor performers”.
It compared France’s 11.2% delay rate to Italy (delay rate of 8%) and Germany (delay rate of 9%). Only Belgium and Sweden fare worse than France, with delay rates of 11.5% and 14% respectively, it said.
