OPERATING REGULATIONS AND GENERAL TERMS AND CONDITIONS OF SALE

From 2025/1/1

1. Purpose and scope of application

1° The provisions of these regulations apply to the service and dedicated structures making up the Rhônexpress service for passenger transport between the Lyon Aéroport Saint-Exupéry and Gare Part-Dieu Villette stations.

These lines and dedicated structures are either managed, owned or made available (dedicated site) by SYTRAL Mobilités and operated under agreement by the service provider companies, hereinafter referred to as the Operator, or private carriers to whom the lines are sub-delegated/sub-contracted, chartered or contracted, and whose monitoring is ensured by the Operator;

2° It supplements the legal and regulatory texts otherwise in force;

3° It sets out the rights and obligations of users;

4° Failure to comply with these obligations, which may be reinforced or supplemented, on an ad hoc or permanent basis, by decision of the public authorities, particularly in the context of security measures, constitutes an infringement of these regulations;

5° These provisions apply to the entire Rhônexpress service. Accordingly, any person in the premises, enclosures and vehicles assigned to the Rhônexpress service is deemed to have accepted these regulations and is required to comply, in all circumstances, with the provisions set out herein.

6° The provisions of these operating regulations are displayed in all Rhônexpress service vehicles. These regulations can be consulted on the website www.rhonexpress.fr, on board Rhônexpress vehicles (extracts), at the Operator's offices, in sales agencies and on request from the user service (telephone, contact form or post).

7° These regulations are the subject of an order issued by the Rhône Prefecture.

2. The transport contract

The transport contract is evidenced by the Rhônexpress ticket issued in paper or electronic form and presented by the user. The ticket is proof, until proven otherwise, of the conclusion and content of the transport contract.

Passengers must carry a ticket valid for the entire journey. They must present it to the Operator's staff on request. Users purchasing their ticket on board are required to pay a supplement. If a ticket is not paid for, before or during their journey, users may be issued with a penalty notice and excluded from the train.

3. Publication of the general conditions of sale and operating rules

The operating regulations and general terms and conditions of sale are available :

- on request by calling 09 70 83 07 08

- on display on board the trains

- displayed on the automatic ticket machines

- on the www.rhonexpress.fr website           

- on the mobile application (IOS, Android).

The purpose of the operating regulations and the general terms and conditions of sale is to define the operating conditions of the Rhônexpress service, as well as the terms and conditions for the sale of tickets via the various distribution channels and, where applicable, the conditions for reimbursement in the event of difficulties with the service.

Depending on the specificities of personal data processing in particular, these general terms and conditions of sale are consequently supplemented and detailed when a purchase is made on the www.rhonexpress.fr website, on the mobile application or when a complaint is made to the number set up.

The information collected on the statement of offence is recorded in a computerised file by the Operator in order to take appropriate action. It will be kept until the fine has been paid, or for a maximum of two years, and will be transferred if necessary to the public prosecutor.

The user must be aware of these regulations prior to any purchase. By making a purchase, users acknowledge that they have read these general terms and conditions of sale and the operating rules and accept their terms.

4. User obligations with regard to ticketing

4.1.      Payment of fares

The user's main obligations are to pay the fare before or after the journey and to ensure that the ticket has been issued in accordance with the user's instructions.

Users must obtain a ticket:

- Either on the www.rhonexpress.fr website or on the Rhônexpress mobile application. The www.rhonexpress.fr website and mobile application allow secure payment by bank card (Visa, MasterCard, American Express, Maestro Electron).

- Or at the ticket machines located on the platforms or near each station. The ticket machines accept payment by bank card (Visa, MasterCard, American Express, Maestro Electron) and cash (euros).

- Or at the sales terminals available at the airport and at any partners at trade fairs.

- Or on board the train or the replacement vehicle with an on-board agent if the user has not had time to pick up their ticket before boarding the train. In this case, a supplement of €4 per transaction will be charged in addition to the prices charged at ticket vending machines. Only bank cards (Visa, Mastercard, American Express, Maestro Electron) and cash (euros) are accepted.

In the latter case, users may be asked to top up their fare with cash when they buy a ticket from the ticket agent. Flight attendants may only give change to the extent that they are able. If the passenger is unable to make up the change, the ticket agent will keep the cash presented by the passenger and a change voucher will be given to the passenger with their ticket inviting them to come and collect their change from the Operator's head office.

The purchase is only effective once the ticket has been paid for in full.

Users making a purchase on the website declare that they have full legal capacity.

4.2 Keeping the ticket in good condition

Users are responsible for keeping the ticket in their possession in good condition and for using it in accordance with the instructions given to them. Consequently, any illegible, destroyed or stolen ticket cannot be reimbursed.

4.3.      Validating the ticket with the ticket agent

The user must submit the paper or e-ticket to the ticket agent for validation. They must present it to the Operator's staff on request and keep it until their final destination.

Staff may remove tickets for inspection purposes. In this case, a replacement ticket or receipt will be given to the passenger.

5. Authorised routes, boarding and alighting

The Rhônexpress service offers a journey time of less than 30 minutes between Lyon Part- Dieu and Lyon-Saint Exupéry airport, with two intermediate stops at Vaulx-en-Velin La Soie and Meyzieu Z.I.

The Rhônexpress service operates 365 days a year.

Users are only authorised to use the following routes:

- Lyon Part-Dieu Villette > Lyon-Saint Exupéry Airport

- Vaulx-en-Velin La Soie > Lyon-Saint Exupéry Airport

- Meyzieu > Lyon-Saint Exupéry airport

- Lyon-Saint Exupéry Airport > Lyon Part Dieu Villette

- Lyon-Saint Exupéry Airport > Meyzieu

- Lyon-Saint Exupéry > Vaulx-en-Velin La Soie airport

The service does not offer any local services within the Lyon urban transport perimeter.

 

6. Substitution vehicles provided by the Operator

Substitution vehicles (coach, minibus or taxi) may be provided by the Operator under special conditions.

These vehicles can be used between 00:00 and 4:25 to wait for delayed flights.

These vehicles may also be provided between 4.25am and 00.00am to ensure continuity of public service. In other words, in the event of difficult traffic conditions for the Rhônexpress tramway due to technical, safety or security incidents, or in cases of force majeure.

7° .Access to timetables

The Rhônexpress timetables are available :

- At each station and on the trains

- On the www.rhonexpress.fr website

- On the mobile application (IOS, Android)

- On leaflets.

Timetables may change during the year or in the event of traffic disruption.

In the latter case, users are invited to consult the platform displays and, if necessary, ask the Rhônexpress staff at the station.

8. Rhônexpress Service Timetable

Departure from Lyon Part-Dieu Villette to Lyon-Saint Exupéry Airport	Departure from Lyon-Saint Exupéry Airport to Lyon Part-Dieu Villette	Frequency
From 6:00 AM to 9:00 PM	From 6:00 AM to 9:00 PM	every 15 minutes
From 4:25 AM to 6:00 AM	From 5:00 AM to 6:00 AM	every 30 minutes
From 9:00 PM to 12:00 AM	From 9:00 PM to 12:00 AM	every 30 minutes

 

For departures from Vaulx-En-Velin La Soie or Meyzieu Z.I. stations, passengers can check the schedules online at www.rhonexpress.fr, on the Rhônexpress mobile app, or on onboard displays.
In case of operational difficulties on the line, specific refund conditions are provided.

9. Return Guarantee
   The Rhônexpress service guarantees the return to Lyon Part-Dieu station in the event of a delay of a scheduled flight, provided the flight lands at a time compatible with the Rhônexpress schedule. In such cases, the additional service may be provided via tram or a substitute vehicle contracted by Rhônexpress.
10. Fares, Ticket Purchase, and Refund Terms
    The purchasing conditions stated are an integral part of the contract binding Rhônexpress to the passenger when a ticket is purchased from a vending machine or the website www.rhonexpress.fr.
    Rhônexpress commits to meeting passenger demand within the limits of available onboard seating. Seats on the Rhônexpress service cannot be reserved.
    The current fare range and ticket usage terms are available on the website www.rhonexpress.fr.
11. Special Terms for Minor Passengers
    Passengers under 12 years old travel for free on Rhônexpress. They must be accompanied by an adult. The onboard agent may request an official identity document to verify the passenger's age.
12. Special Terms for Accompanying Persons with Disabilities
    Passengers accompanying another passenger holding a mobility inclusion card (CMI), priority card, or disability card travel for free on Rhônexpress.
13. Fares for Lyon-Saint Exupéry Airport Personnel
    The use of these tickets requires a valid authorization card issued to employees, interns, and students working at Lyon-Saint Exupéry airport. This authorization card is provided upon request by the employee via the Internet or email with the necessary supporting documents.
    The current fare range and ticket usage terms are available on the website www.rhonexpress.fr.
14. Proof of Eligibility for Discounted Fares
    Passengers using a discounted ticket must always be able to prove their eligibility for the discounted fare.
15. Ticket Refund Conditions
    Tickets purchased from vending machines and on-board agents are neither refundable nor exchangeable.

In the case of an online order (on the website or via the mobile application), the user has until the expiry date mentioned on the e-ticket to request cancellation and reimbursement, provided that the e-ticket has not been validated on board.

The cancellation request must be made via the user account, in the ‘History’ section, created when the first order is placed on the www.rhonexpress.fr website. If an order is placed without first creating an account, the user must contact customer services to make the cancellation request.

For any request to cancel an e-ticket, the user must select the order concerned in their user account and the amount of the refund will be credited directly to the bank card used for payment. The data is encrypted during transmission. A cancellation fee of €3 inclusive of tax will be charged for any order cancelled more than 7 days after the date of purchase.

16. Refund Policy in Case of Rhônexpress Delays
    The refund policy in case of delays applies to tickets purchased from vending machines, onboard agents, the website www.rhonexpress.fr, or the Rhônexpress mobile app.

Any passenger seeking compensation for a Rhônexpress trip, regardless of the circumstances, must provide proof of their status as a passenger, either by presenting their recorded ticket or any other evidence establishing the reality of the journey, the conclusion of the transport contract, and payment of the fare.

Compensation is granted by customer service only if the facts are confirmed and the claim is complete.
The operator cannot be held liable for damages external to the present contract. Therefore, in the event of delays or service interruptions, additional expenses (hotel, taxi, flight, etc.) will not be reimbursed.

Refund Policy for Delays
Delay	Ticket Refund
More than 10 minutes	50 %
More than 20 minutes / service cancellation	100 %

 

The operator commits to compensating the passenger based on the full fare of a one-way ticket in the following cases:

• Train arrival delay between 11 and 20 minutes: 50% refund.
• Train arrival delay of more than 20 minutes: 100% refund.
• Service cancellation: 100% refund.

To obtain compensation, passengers must submit a request via the contact form on www.rhonexpress.fr along with proof of ticket purchase.
The operator will then reimburse the passenger via bank transfer, card credit, or a discount code. For the latter, an email is sent with a discount code valid for two years, corresponding to the refund amount.
The discount code can only be used on the www.rhonexpress.fr website for future e-ticket purchases and is transferable.

The delay compensation does not apply if a substitute bus service is in operation.
This compensation also does not apply to passengers traveling with a free Rhônexpress ticket or tickets issued for Lyon-Saint Exupéry airport personnel.

17. Compliance with Operating Regulations

Passengers are encouraged to act courteously and respectfully.
They must ensure their own safety aboard the trains, as well as the safety of any individuals in their care.
The Operator disclaims liability for damages resulting from violations of these regulations and reserves the right to take legal action against offenders in the appropriate courts.

18. Adherence to Operator Staff Instructions

Individuals whose behavior or appearance may cause inconvenience or disrupt public order within the train, vehicle, or service premises must leave the area if requested by the Operator's staff. If they have paid for transportation, they are not entitled to any compensation under such circumstances.
Passengers who are victims or witnesses of theft, assault, or misconduct must immediately report incidents to the Operator’s staff.

19. Obstructing Seats, Entrances, and Exits

Passengers must store luggage in designated areas.
It is prohibited to occupy seats unnecessarily with personal items, parcels, or other objects or to block entrances and exits in trains or substitute vehicles.
Taking another passenger's seat or using storage spaces above or beneath an occupied seat without permission is not allowed. Passengers should also ensure free movement in corridors and access to compartments.
Due to crowding, the Operator's staff may deny entry to passengers carrying oversized items that could pose a safety risk.
Luggage must be tagged with the owner's name and surname. The Operator provides luggage tags for this purpose.

20. Rules on Unattended Luggage and Other Items

Users must not abandon or leave materials or objects unattended in the areas or vehicles assigned to transport.

Passengers are asked to be careful with their personal belongings and to report any packages that appear suspicious to the Operator's staff. Passengers remain responsible for their baggage.

Luggage left behind by users can disrupt the operation of the line. Abandoned baggage may lead to the implementation of a ‘suspicious package’ procedure or even a visit from the police and/or the bomb disposal service, necessitating the line to be stopped and penalising all other users.

In all cases, a user who has forgotten their luggage on a train or within the Rhônexpress service must inform the Operator immediately.

The Operator may be required to lodge a complaint for breach of article L.2242-4, 4° of the Transport Code if the abandonment of a baggage item has caused an incident on the traffic.

21. Special Cases for Strollers, Bicycles, and Other Bulky Items

Folded strollers, parcels, bicycles, roller skates, and skateboards are permitted aboard trains and in substitute vehicle storage areas free of charge. These must be placed in designated racks at the train entrances or on overhead shelves. Surfboards, snowboards, and skis must be packaged.
The Operator's staff may refuse entry to such items if they inconvenience, disturb, or pose a risk to other passengers, especially during peak times.

22. Prohibition of Weapons or Hazardous Materials

Introducing weapons, hazardous substances, or objects that, due to their nature, quantity, or inadequate packaging, may be dangerous, inconvenient, or bothersome to passengers is prohibited.

23. Rules for Animals Accompanying Passengers

Guide dogs for visually impaired or mobility-restricted passengers and service dogs assisting law enforcement are allowed on Rhônexpress. Small pets weighing less than 5 kg and housed in closed carriers are also permitted, provided they do not occupy a seat.
Allowed animals must not soil the vehicles or premises or disturb other passengers.
The Operator assumes no liability for accidents involving animals or for damages they may cause.

24. Smoking and Vaping Ban

Smoking and the use of electronic cigarettes or other cigarette substitutes that cause discomfort to passengers are prohibited aboard trains, substitute vehicles, and within Rhônexpress service areas, except in designated zones.

25. Passenger Behavior and Civility

It is forbidden to spit or urinate in passenger transport areas or vehicles.

It is forbidden to enter or remain in a state of obvious intoxication in passenger transport areas or vehicles.

It is forbidden to sell or consume any alcoholic beverage, narcotic product or by-product in trains, replacement vehicles and Rhônexpress stations. Users must take care not to disturb the peace and quiet of other users.

In particular, it is forbidden to use sound equipment or instruments, or to disturb the peace and quiet of others by making noise or disturbances on the platforms or in the outbuildings.

It is forbidden to impose on a person any sexual or sexist comments or behaviour that either violates their dignity by being degrading or humiliating, or creates an intimidating, hostile or offensive situation.

It is forbidden to wear clothing intended to conceal one's face, except in the case of legal exceptions, i.e. if the clothing is prescribed or authorised by legislative or regulatory provisions, if it is justified for health or professional reasons, or if it is worn as part of sporting activities, festivals or artistic or traditional events.

It is forbidden to abandon or throw into the trains or vehicles and in the stations any papers, newspapers, packaging, waste or rubbish of any kind that could harm the hygiene or cleanliness of the premises or that could cause problems with the operation of the facilities.

It is forbidden to modify or disturb the normal operation of the equipment installed in the areas or vehicles without authorisation.

It is forbidden to remove or damage the labels, cards, signs or inscriptions and advertising affixed to the vehicle stations used by the Rhônexpress service.

26. Prohibitions Related to Safety and Service Continuity

For obvious safety reasons and to ensure the smooth running of Rhônexpress trains, it is forbidden to :

- physically hinder the boarding or progress of other users by obstructing the corridors, passageways or stairways of trains, replacement vehicles or rights of way,

- obstruct the closing of vehicle access doors before departure or open them after the departure signal while the vehicle is moving and before it has come to a complete stop,

- use an alarm or stop signal made available to users to summon the Operator's staff without a legitimate reason,

- lean out of the vehicle or remain on the running boards while the vehicle is in motion,

- taking a seat or remaining in the vehicle beyond the terminus,

- enter or leave the vehicle other than via the accesses provided for this purpose,

- use vehicles assigned to transport as towing equipment.

It is also forbidden to board or alight at stations other than those designated for this purpose as indicated in article 5.

27. Prohibitions Related to Infrastructure and Vehicles

It is forbidden to modify or move without authorisation, or to damage or disturb the track, embankments, fences, barriers, buildings and engineering structures, power generation, transmission and distribution installations, and equipment of any kind used for operations.

It is forbidden to obstruct the start-up and movement of vehicles at the entrance, in the right-of-way or at the exit of a development.

It is forbidden to drive on any private right-of-way, including the section of fenced track between the Meyzieu Z.I station and Lyon-Saint Exupéry airport, without express authorisation.

It is forbidden to sit in the driver's seat of a vehicle, or to enter or attempt to enter the driver's cab of a vehicle.

It is forbidden to park on the service lanes or in the immediate vicinity.

28. Right of Way Within Premises

Pedestrians must give way when approaching the train when crossing open lanes.

29. Movement Within Premises and Trains

It is prohibited to operate motorized or non-motorized vehicles in passenger transport areas without authorization, except for mobility aids used by individuals with reduced mobility.

30. Priority Access to Reserved Spaces

Each train has reserved spaces for the following people with reduced mobility:

- People with an inclusion mobility card (CMI), ‘priority’ card or disability card,

- Pregnant women,

- People with children under the age of 4,

- People aged over 75.

When these reserved spaces are unoccupied, they may be used by other users on condition that they give them up immediately to the priority persons when they request them directly or through the Operator's staff.

31. Prohibition on Begging

Begging is prohibited on public property and within trains.

32. Rules on Commercial Operations and Distribution

It is prohibited to conduct commercial operations or distributions within Rhônexpress trains, substitute vehicles, and premises. Consequently, resale of Rhônexpress tickets is forbidden except by authorized partners.
Additionally, it is prohibited to:

• Distribute flyers without special authorization, solicit signatures for petitions, or engage in any form of propaganda.
• Take photographs, film, or make audio recordings without special authorization from the Operator and SYTRAL Mobilités.
• Offer for sale, sell, or display goods or engage in any profession without authorization.
• Solicit, offer goods for sale, engage in advertising, or post signs, drawings, or inscriptions without special authorization from the Operator and SYTRAL Mobilités.

33. Transactional Procedures

Notwithstanding the application of certain specific regulations, failure to comply with the rules set out in these regulations constitutes an offence that may be recorded by the Operator's sworn and authorised agents and by law enforcement officers, resulting in the payment of a 3rd or 4th class fine.

In accordance with article 529-4 of the Code of Criminal Procedure, the settlement is reached by the payment to the Operator for whose benefit the security service is provided of a fixed indemnity and, where applicable, the sum due for the carriage. However, the public prosecution is extinguished by the payment to the Operator of the stipulated fine.

This payment is made :

- Either at the time the offence is detected, in the hands of the sworn agents of the Operator of the transport service,

- Or within two months of the offence being reported to the Operator's department. In this case, the cost of preparing the case will be added to the sums due. In the absence of immediate payment, the Operator's sworn agent is authorised to collect the name and address of the offender. If necessary, he may request the assistance of an officer or agent of the judicial police.

The Operator shall retain the amount of the fixed penalty and, where applicable, the costs of setting up the file.

In the absence of immediate payment to them, the Operator's agents, if they have been approved by the public prosecutor and sworn in, are entitled to note the identity and address of the offender.

If the offender refuses or is unable to prove his identity, the Operator's agent shall immediately report the matter to any police officer of the national police force or the national gendarmerie with territorial jurisdiction, who may then immediately order him to produce the offender. In the absence of such an order, the sworn officer may not detain the offender. The procedure is terminated immediately if the offender pays all the sums due under the transaction.

34. Lump-Sum Fines and Payment Modalities

In accordance with article 529-5 of the French Code of Criminal Procedure, within the two-month period stipulated in the previous article, the offender must pay the amount due under the settlement, unless he lodges a protest with the Operator's department within this period. In the absence of payment or protest within the aforementioned period of two months, the Operator will send the offence report to the Public Prosecutor's Office and the offender will automatically be liable for an increased fixed fine recovered by the Public Treasury by virtue of a writ of execution issued by the Public Prosecutor's Office.

Infractions	Lump-Sum Fine (€) incl. tax
Passenger with an invalid ticket (e.g., missing 12-25 or airport platform rights)	€25
Passenger without any ticket (plus ticket price)	€50
Safety or conduct violations (e.g., suspicious packages)	€150
Smoking outside designated areas	€72
Prohibition on vaping	€35
Administrative fees for unpaid fines	€20

 

Users employed by the Lyon-Saint Exupéry airport platform who do not have their entitlement card are liable to pay a fixed penalty for not having their card. The ticket may be cancelled if the person concerned produces their card within 48 hours of the offence being recorded at the Rhônexpress Maintenance Centre (190 rue Antoine Becquerel 69330 Meyzieu), Monday to Friday, 9am to 12pm and 2pm to 4.30pm.

35. False Identity Declaration

Providing false information to sworn agents is punishable under Article L.2242-5 of the Transport Code.

36. Habitual Offenses

Any person who habitually travels without a valid ticket on any means of public transport carrying fare-paying passengers is liable to 6 months' imprisonment and a fine of €7,500. The offence is deemed to have been committed habitually if, over a period of less than or equal to twelve months, the person concerned has been the subject of more than 5 fines for travelling without a ticket or carrying an invalid or incomplete ticket, which have not resulted in a settlement under article 529-3 of the Code of Criminal Procedure.

37. Tourism and Travel Mediator

If a complaint is lodged by the offender within two months of the offence being recorded, and if the response to the complaint does not meet the user's expectations, the user may refer the matter to the Tourism and Travel Ombudsman (MTV) within one year of the date on which the complaint was registered with customer services.

The Tourism and Travel Ombudsman can be contacted directly online at https://www.mtv.travel/saisir-le-mediateur/.

38. Authorized Services for Complaints

Drivers and flight attendants are not authorised to settle complaints.

All complaints must be made

- By using the contact form on the www.rhonexpress.fr website or mobile application

- By telephoning 09 70 83 07 08

The complaint must be accompanied by the tickets and other supporting documents required to process it.

A register is kept by the Operator and on the www.rhonexpress.fr website (contact form) for receiving complaints from users who have a complaint to make about the Rhônexpress service or the companies linked to its service.