J’ai eu la mauvaise idée de faire une réservation IDTGV pour le mardi 7 septembre, un jour de grève.
J’ai reçu un email me prévenant :
Chère Amie Voyageuse, Cher Ami Voyageur,
Nous souhaitons vous informer dès maintenant, afin que vous puissiez vous organiser, que suite à un préavis de grève pour la journée du 7 septembre 2010, votre train IDTGV peut être supprimé.
Le mail m’indiquait aussi que je pouvais échanger mes billets et me donnait un lien sur les conditions d’échange.
La FAQ des conditions d’échange ne faisant pas mention du cas de grêve, j’ai posé une question sur le Forum.
Rapidement j’ai reçu un mail en réponse :
Nous avons le regret de vous annoncer que votre commentaire ne sera pas publié sur la FAQ d’idtgv.com, pour les raisons suivantes :
Votre question a été transmise au service client d’iDTGV, qui vous adressera directement une réponse.
Et plus tard, une réponse par mail m’est parvenu :
Vous souhaitez des informations concernant la grève.
Suite au préavis de grève pour le 07/09/10, nous vous enverrons un mail vous informant de la circulation ou non de votre train ainsi que les démarches à suivre (échange, remboursement ?).
Vous pouvez également échanger votre billet sans les frais d’échange cependant si il y a une différence tarifaire, elle reste à votre charge.
Pour cela, vous pouvez contacter notre centre d’échange au 0 980 982 982 (numéro non surtaxé), 7/7jrs de 9h à 18h.
C’est donc la façon Web2.0, pour la SNCF de modérer son forum.
Pour la SNCF, les conditions d’échange, ne consistent pas à proposer un billet pour le même tarif, mais dans mon cas un billet 3 fois plus cher.
De plus pour frais d’échange la SNCF facture 10 euros (qui normalement sont remboursables en cas de grève, mais aucune mention pour savoir comment?)
Le service IDTGV m’a assuré que 48H avant le départ, j’aurais la confirmation du départ du train (par SMS et mail), j’attends encore …
les informations concernant la circulation de nos trains sont disponibles ici : http://www.idtgv.com/fr/aide/info-trafic/informations-circulation
Merci de le signaler à vos hotline téléphonique. A noter aussi qu’un retard de moins d’une heure ne donne pas droit à compensation pour un billet IDTGV.
Une nouvelle façon de recréer une troisième classe.
A noter que le formulaire de remboursement des billets IDTGV renvoie sur un beau bug :
Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 131334149 bytes) in /home/sites_web/www.idtgv.com/_online/var/idtgv/cache/template/compiled/page_resa_swf_alt-7fab2a28482bcb0aedb5cc64c7129654.php on line 1293
Fatal error: eZ Publish did not finish its request
The execution of eZ Publish was abruptly ended. Contact website owner with current url and what you did, and owner will be able to debug the issue further.
Le mouvement de grève étant terminé, il ne s’agit pas d’un bug : la page n’est plus en ligne depuis hier. Pour contacter notre service client : http://www.idtgv.com/fr/formulaire-de-contact
http://www.idtgv.com/fr/formulaire-de-remboursement est toujours en ligne
Ce n’est pas normal, il va être retiré.
Je suis surpris par votre réactivité. Mes félicitations au Community manager :);
Merci pour vos remarques, j’ai pu signaler le bug 🙂
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