Compensation area for Navigo customers
Île-de-France Mobilités offers passengers in the Ile-de-France region a compensation space to simplify their procedures.
As part of the latest contracts concluded with transport operators, Île-de-France Mobilités has strengthened its requirements in favour of passengers. You can therefore benefit from a refund in several situations:
Ongoing compensation campaigns
Navigo reimbursement related to disruptions on lines L and J
Delays, disruptions: what are we talking about?
With the contracts signed by Île-de-France Mobilités with transport operators, we have chosen to strengthen our criteria on passenger satisfaction.
Île-de-France Mobilités has decided, in agreement with SNCF Transilien, to set up an exceptional refund for passengers subscribing to lines J and L, in recognition of the significant difficulties encountered in recent months.
Between March and July 2026, lines J and L suffered significant disruptions related to the immobilization of part of the rolling stock following a problem detected on the axles of some trains. This situation led to repeated train cancellations for several weeks.
Line J was particularly affected, with cancellation rates reaching between 10% and 20% of the offer depending on the week, particularly between 20 April and the end of May. Line L has also seen significant reductions in supply, with between 5% and 10% of trains cancelled between the end of April and the beginning of July.
This situation was aggravated by the consequences of the storm at the end of June, which led to a total interruption of traffic between Poissy and Les Mureaux from 28 June to 5 July, strongly impacting the entire J line.
Faced with the scale and duration of these disruptions, Île-de-France Mobilités has decided, as provided for in the contract with SNCF Transilien, to set up an exceptional refund.
To obtain this refund, you must have lived, worked or studied near one of the roads concerned and have held 4 months of a Navigo pass during the period of the disruptions from March to June 2026.
Thus, eligible passengers subscribing to lines J and L will benefit from an exceptional refund equivalent to half a month or a month's pass (excluding Paris intra-muros stations).
The reimbursement platform will be open on September 15.
You can only get one refund for this campaign.
To consult the eligibility conditions and request your refund, click on your usual transport route: