Ouigo
Write A Review
"Great Trains, Poor Customer Service"
While I appreciate the train service itself—trains are generally well-maintained and comfortable compared to other companies—the customer service is a major issue. I had a frustrating experience when trying to book a ticket for my 5-year-old to join my wife. I couldn’t add him to her reservation, and when I called customer support, the representative (who refused to give her name, identifying herself as “employee 676”) suggested the only solution was to lie about my child’s age and buy an adult ticket. This was completely unacceptable. It’s a shame because the on-train service is excellent, but when issues arise that are slightly outside the norm, the company seems unable or unwilling to assist customers properly. This experience has made me reconsider using their service in the future, despite enjoying the actual train journeys.
"Disappointing Experience with OUIGO"
I had previously tried Renfe and Iryo, and was eager to try Ouigo. Unfortunately, the experience was disappointing. The tickets are expensive, the seats are old, and the cafeteria wasn’t working. Travelers were informed via email only an hour before departure, with no explanation as to why there would be no food service. In my personal ranking, Iryo comes first, then Renfe, and finally Ouigo.
"Avoid OUIGO – Extremely Unreliable"
NEVER TAKE OUIGO—I strongly advise against it. They provide the gate number only 5 minutes before departure, yet we ended up waiting over 1 hour and 30 minutes on the train before actually leaving. The staff kept giving false updates, claiming we would depart “any minute” every 10 minutes, but the train never moved. Extremely frustrating and completely unprofessional.
"Frustrating Experience with Extra Bags on Madrid–Valencia"
I traveled from Madrid to Valencia and back, booking and paying extra for bags, only to struggle finding space for my luggage and my family’s. The tickets were for “Sky” seating on the second floor, but there was no indication of floors during the purchase process. Carrying bags up the spiral staircase was extremely difficult, and we had to change everything last minute. I also tried to cancel our return tickets due to the uncomfortable baggage situation, but the app and FAQs only provide information about cancellations without a way to actually proceed. Overall, this was a stressful experience, and I would not repeat or recommend it for travelers with luggage.
"OUIGO – Overpriced and Terrible Service"
The worst high-speed train company I’ve ever dealt with. I strongly advise against choosing OUIGO. They impose outrageous fees for any changes—even something as simple as swapping departure and arrival stations. Customer service is unhelpful, and their “low-cost” pricing is deceptive, ultimately turning into a complete rip-off. Avoid this company at all costs.
"Mixed Experience on Barcelona–Madrid Train"
On my trip to Barcelona, the train was fine. However, on the return trip to Madrid, despite arriving nearly an hour early, we had to wait in line until ten minutes before departure, which contributed to a delay. The train itself was okay—seats were a bit worn but reasonably wide. WiFi was awful on both trips. A minor inconvenience: the luggage area is outside the seating area, so you can’t easily keep an eye on your bags. Overall, an average experience with room for improvement.
"OUIGO – No Support, Not Worth the Savings"
Avoid this company at all costs. There is no assistance at the station when you arrive, and no support if you miss your train. The supposed savings on the ticket are not worth the stress or risk.
Ouigo
Low-cost TGV service.
Address
2, place de la Défense, Paris, 92053 Email: [email protected]
Website
www.ouigo.com
Email
https://www.ouigo.com/fr-en/faq
Telephone
https://www.ouigo.com/fr-en/faq