MY SNCF USERNAME Account - General Terms and Conditions of Use and Privacy
Article 1 – Preamble
MY SNCF USERNAME is a Single Sign On service ("SSO") developed, maintained and managed by SNCF Voyageurs allowing the creation and use of a personal customer account, accessible from the Customer Spaces of websites, mobile and mobile applications operated by SNCF Voyageurs or by an SNCF group company offering mobility services directly or indirectly or by an SNCF Approved Agency (any online travel agency or distributor on the Internet or on mobile phones duly authorised to issue SNCF transport tickets under the agreement concluded with SNCF Voyageurs).
In particular, this account allows the user (hereinafter "the User"), with the same login and password, to see and edit their personal data as well as data related to their interactions with SNCF Voyageurs (travel, services, after sales, rail card, season ticket, loyalty programme, etc.) to simplify procedures before, during and after rail travel.
Article 2 – Purpose
The purpose of the General Terms and Conditions is to define (i) the conditions for creating an MY SNCF USERNAME Account and (ii) the ways in which the data available via the MY SNCF USERNAME Account are collected, made accessible and used by the User, SNCF Voyageurs and its subsidiaries and approved travel agencies.
Any holder of an MY SNCF USERNAME Account is defined as a User for the purpose of creating an MY SNCF USERNAME Account, including also SNCF Group employees, beneficiaries and retirees of SNCF in accordance with the framework for the use of their staff fares.
Article 3 – Data accessible via the MY SNCF USERNAME Account
3.1 Type of data
The following data are accessible from the MY SNCF USERNAME account:
- First name
- Date of birth
- Email address
Title taken in isolation does not make it possible to identify, directly or indirectly, a customer as a natural person. This is, however, identity data that relates to a customer and that SNCF Voyageurs SA collects in accordance with the reference system published by the CNIL relating to the processing of personal data implemented for the purpose of managing commercial activities.
Optional personal data requested when creating the account or if the account is modified: postal address, telephone number. The postal address is used to send business cards and to possibly adapt communications according to the User's geographical area. The telephone number is used to contact the User in case of disturbances during your trip.
Once the MY SNCF USERNAME account has been created and after logging in to MY SNCF USERNAME, the User can find in their customer area the personal data used for the creation of their account (see above) and, depending on the digital channels concerned:
- Data on the User’s SNCF rail journeys (past and forthcoming),
- Paperless rail cards and/or season tickets purchased by the User,
- Loyalty programmes signed up to by the User (and the data associated with this programme: loyalty number, number of points, usage status, etc.),
- Stated or calculated preferences (seating, travel companions, etc.),
- Subscription to SNCF Voyageurs communications,
- Code for discount vouchers offered and used by the User.
- In addition, if the User is an SNCF employee, beneficiary or an SNCF retiree: the User’s profile (agent/beneficiary) and CP number
However, the data relating to rail journeys (past and forthcoming) for the following SNCF Voyageurs offers do not fall under these General Terms and Conditions:
- Eurostar, Thalys and Lyria, if the tickets were purchased outside the distribution channels referred to in paragraph 3.2 below.
3.2 Data collection
The data referred to in 3.1 are collected from the following websites and applications (hereinafter the “Websites and Applications”) by SNCF Voyageurs in its capacity as Data Controller in accordance with the provisions of Article 8 hereof:
- MA PLACE A BORD site,
- Mon Espace TGV Inoui site,
- SNCF mobile app,
- TGV INOUI Pro mobile app,
- OUI.SNCF website and its European extensions,
- OUI mobile app,
- WIFI portal,
- Self-Service ticket machines (BLS+).
The data referred to in 3.1 are also collected from data provided by Users (i) when purchasing their SNCF rail tickets, subscribing to SNCF season tickets or rail cards as part of their membership of the Grand Voyageur Programme, when visiting SNCF ticket offices, SNCF shops or when calling the 3635 number.
Data relating to SNCF rail journeys, SNCF rail cards and SNCF season tickets correspond to the journeys made by Users and purchased through the following channels:
- Station ticket offices,
- Self-Service ticket machines (BLS+),
- SNCF shops,
- 3635 hotline,
- OUI.SNCF website and its European extensions,
- OUI apps,
- The network of SNCF-approved Travel Agencies, a list of which is available at: http://www.sncf.com/fr/agences-de-voyages
By accepting these General Terms and Conditions, the User agrees to share their data on all the Websites and Applications referred to above which are accessible as described in these General Terms and Conditions.
By way of exception, the data specific to the network of SNCF-approved Travel Agencies are not shared with the OUI.SNCF Applications and Websites.
Data relating to SNCF rail journeys and rail cards or season ticket subscriptions purchased by the User before agreeing to these General Terms and Conditions on the aforementioned channels, shall, where appropriate, be automatically visible in the relevant section.
Article 4 – Services accessible via the MY SNCF USERNAME Account
The services offered with the MY SNCF USERNAME Account include:
- Creation of an account or migration of a pre-existing account to the MY SNCF USERNAME Account,
- Change of username,
- Change of password,
- Resetting of a forgotten password,
- Consultation and modification of personal data retained for the period of time necessary for processing the personal data and for a maximum of 3 years, with some modifications requiring proof of identity,
- Consultation and modification of travel preferences (seating, travel companions, fare entitlements other than railcards and season tickets),
- Consultation and modification of subscriptions to communications by e-mail and post,
- Consultation of past and forthcoming rail journeys, including the list of passengers accompanying the User, if applicable,
o In some cases, hyperlinks may be displayed to the User to make it easier to change their journey.
- Issue of receipts for e-ticket journeys made between 48 hours and 3 months previously,
- Consultation of SNCF rail cards and season tickets held,
o In some cases, hyperlinks may be displayed to the User to make it easier to renew their SNCF season ticket and/or rail card.
- Consultation of discount coupons held:
o In some cases, hyperlinks may be displayed to the User to make it easier to use their discount coupons.
- Filing and tracking of complaints related to the User’s rail travel and their use of the Website and Application services,
- For Users who have signed up for the Voyageur Programme:
o Consultation of information related to the Programme,
o Use of Monnaie points for purchasing products and/or services.
- Paperless SNCF rail cards and season tickets for eligible Users:
- Access to claim forms and the FAQ,
- Access to news and information about SNCF’s products and services.
Article 5 – Accessing the MY SNCF USERNAME Account
5.1 Websites and Applications
Users can access the MY SNCF USERNAME Account from the Websites and Applications referred to in Article 3.2 above. Users can then take advantage of the range of services referred to in Article 4 above.
Users access the MY SNCF USERNAME Account in accordance with the specific rules governing each of the Websites and Applications from which they log in to their Account.
The information and services that Users can access via their SNCF Account may vary depending on the Website or Application from which they sign in.
There are gateways between the various Websites and Applications offering the MY SNCF USERNAME Account allowing Users to carry out the desired action.
5.2 Migration of data from existing accounts
Users who already have an account on one of the Websites and Applications referred to above are invited to subscribe to the MY SNCF USERNAME Account when they log in.
To do so, when Users log in to their account, a window opens prompting them to confirm or choose an e-mail address to use as a username, provide a password and accept these General Terms and Conditions.
The User is informed that this username and password will allow them to access their MY SNCF USERNAME Account from all of the Websites and Applications referred to in Point 3.2 above.
Once the User has consented to their username and password allowing them access to the MY SNCF USERNAME Account from all of the Websites and Applications referred to in 5.1 above, all of the data from their accounts can be accessed from all of the Websites and Applications.
Article 6 – Creating an SNCF Account
6.1 Procedure for creating an MY SNCF USERNAME Account
Only Users aged 15 or over can create an MY SNCF USERNAME Account. Users assure SNCF Voyageurs that they are at least 15 years old at the time of creating the MY SNCF USERNAME Account.
If SNCF Voyageurs subsequently finds that the User has not complied with the minimum age, notably if the customer requested that their date of birth be changed, SNCF Voyageurs reserves the right to delete the User’s account, in compliance with Article 9 Deletion of the MY SNCF USERNAME Account for breach of these General Terms and Conditions.
The User must fill in the dedicated form to create their MY SNCF USERNAME Account, including the following mandatory information:
- A valid e-mail address which is not used for another customer account on any SNCF Voyageurs Websites or Applications,
- A password,
- Surname, first name and date of birth; Users may be asked to provide their full name and mobile phone number on the Websites and Applications as an option when creating their Account.
To confirm their MY SNCF USERNAME Account creation request, Users must validate the MY SNCF USERNAME Account creation form by accepting the “MY SNCF USERNAME Account General Terms and Conditions”.
Users are then informed that an e-mail containing a validation link has been sent to the e-mail address they have chosen as a username, and that they must click on this link within 72 hours to complete their registration. If Users do not click on this link within 72 hours, the MY SNCF USERNAME Account is not created. In such cases, the personal data required for creation of the account are deleted by the Data Controller.
Final validation for the creation of the MY SNCF USERNAME Account entails full and complete acceptance of these MY SNCF USERNAME Account General Terms and Conditions. Registration is final once Users have clicked on the validation link.
6.2 Choosing a username and password
The User’s username for logging in to their MY SNCF USERNAME Account is the e-mail address provided when the MY SNCF USERNAME Account is created.
Users choose their password when creating the MY SNCF USERNAME Account.
Their password must contain at least eight alphanumeric characters.
A password reliability gauge on 3 levels is present. The User is alerted to the need to enter a password with a "strong" level of protection and not to use the same password as the one already entered in another account in the SNCF Voyageurs environment.
These usernames and passwords allow Users to access and manage their MY SNCF USERNAME Account.
6.3 Confirmation of the creation of an SNCF Account
Following the finalisation of their MY SNCF USERNAME Account, Users are informed, either via a confirmation window or an e-mail, that their account has been created.
Article 7 – Blocked access to the MY SNCF USERNAME Account
7.1 Forgotten password
If Users forget their MY SNCF USERNAME Account password, they can reset it on the Website. To reset their password, Users must:
- Select the “Forgotten password” link on the Website’s login page, then
- Provide the username for their MY SNCF USERNAME Account which is the e-mail address registered by the Users when creating the MY SNCF USERNAME Account.
An e-mail is then sent to this address. Users must then follow the instructions it contains to reset their password.
After 5 wrong attempts to enter the username and/or password for the MY SNCF USERNAME Account, access to the Account is temporarily blocked for 10 minutes. After this time, Users can try to log in again. They can also reset their password using the “Forgotten password” link on the login page.
Article 8 – Personal data
The personal data provided by Users are collected and processed by SNCF Voyageurs in its capacity as Data Controller, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, applicable from 25 May 2018, and Law No.2018-493 of 20 June 2018.
The User is solely responsible for the mandatory or optional personal data, as referred to in Article 3.1 hereof, disclosed to SNCF Voyageurs, its partners and its subsidiaries.
Information marked as mandatory is necessary for the performance of these General Terms and Conditions between the User and SNCF Voyageurs.
Failure to provide information deemed non-mandatory does not affect the performance hereof.
SNCF Voyageurs uses the personal data collected from Users for the following purposes:
- Managing personalised travel assistance:
· Connection of the User’s SNCF Voyageurs customer experience and personalised assistance on all the channels referred to in Article 3.2;
· Personalised assistance for the User regarding their purchases / journeys, including providing the User with “Passenger Information”;
· Filing, processing and tracking complaints smoothly.
- Managing and analysing activity:
· Sales analysis, including subscriptions and services,
· Customer experience and needs analysis,
· Individual and collective performance analysis of customer relations activities before, during and after travel (including complaints),
· Customer segmentation and calculation of scores (e.g. level of dissatisfaction, probability of subscribing to an offer, etc.) to determine the resources allocated to each customer segment,
· Helping create new offers and services,
· Calculation of indicators for monitoring the objectives assigned to approved travel agencies that have contractually subscribed to the My SNCF Username service.
- Preventing fraud and processing fines.
SNCF Voyageurs may have to pass on personal data to third parties when required to do so by law. SNCF Voyageurs shall not be held liable in this regard.
Personal data collected directly by SNCF Voyageurs or passed on by OUI.SNCF (personal data relating to purchases of travel services via OUI.SNCF) for information on the customer's experience on MY SNCF USERNAME are required for such processing and are intended for the services of SNCF Voyageurs and, where applicable, of its subsidiaries, partners, subcontractors, service providers or subcontractors of service providers and partners.
Access to the My SNCF Username account is possible for a maximum of 3 years from the last connection.
Users have the right to ask the Data Controller for access to their personal data, to rectify or erase them (right to be forgotten), to restrict the processing of their personal data or the right to object to the processing and the right to personal data portability.
Users may also have additional rights provided for by national legislation, such as giving instructions regarding the storage, erasure or disclosure of their data after their death.
The User may exercise these rights from the MY SNCF USERNAME Account via a request form available on my moncompte.sncf.com or by sending a request by e-mail to firstname.lastname@example.org.
This request is instantly and automatically registered and confirmed via a HTML page showing the unsubscribed address. If this page is not displayed, the request may not have been registered. The change requested by the User will be effective forty-eight (48) hours after the aforementioned confirmation by the HTML page.
Users may view and, if need be, change their personal data and travel preferences. The following data can only be changed upon presentation of proof of identity, which can only be kept for the time necessary for verifying the person’s identity:
- First name,
- Date of birth.
The change request can be made from the MY SNCF USERNAME Account, using a claim form available from moncompte.sncf.com, accompanied by proof of identity in accordance with Articles 12 and 16 of the "GDPR". It may also be done by e-mail (email@example.com) or by post to:
Equipe Protection des Données
2, Place de la Défense
92 053 PARIS LA DEFENSE
Article 9 - Deletion of the MY SNCF USERNAME Account for breach
In the event that the User fails to comply with all or part of these General Terms and Conditions, SNCF Voyageurs may proceed to closing the My SNCF Username account for a limited duration or permanently, depending on the seriousness and frequency of this breach.
An email shall be sent to the User at fault in order to inform them seven (7) calendar days before the effective closure of their My SNCF Username Account.
Article 10 – Entry into force
These General Terms and Conditions enter into force from when the User creates the MY SNCF USERNAME Account or logs in from one of the Websites or Applications authorised to offer the account, following the User’s acceptance of these General Terms and Conditions.
Article 11 – Acceptance and amendment of the General Terms and Conditions
The creation of an MY SNCF USERNAME Account is subject to the User accepting and complying with these General Terms and Conditions.
SNCF Voyageurs reserves the right to amend the General Terms and Conditions, owing in particular to the evolving nature of the Services, which may be subject to withdrawal or amendment as regards their characteristics.
Any significant amendment of the General Terms and Conditions shall be submitted to the User who must accept them in order to continue accessing and using the MY SNCF USERNAME Account.
Article 12 – Liability
12.1 Usernames, passwords and information provided when the account is created and accessed
Users are solely responsible for the potential consequences of disclosing their username and password, and for the information necessary for creating and accessing an MY SNCF USERNAME Account.
Therefore, under no circumstances may SNCF Voyageurs be held liable for any use by a third person (other than in the event of a breach by SNCF Voyageurs).
The User agrees to keep their username and password confidential.
The User acknowledges that providing accurate information when creating their MY SNCF USERNAME Account is crucial for the effective provision of the Services.
Users are solely and exclusively responsible for the information they give when creating and accessing their SNCF Account and, in particular, the incorrect entry of said information and the harm suffered as a result of the loss, theft or fraudulent use of their username and password. For this reason, they undertake to provide up-to-date, complete and accurate information about themselves, both when creating and accessing their MY SNCF USERNAME Account.
In the event of loss, theft or disclosure of information that may allow a third party to discover the username and password of the User, or if an unauthorised third party uses his or her username and password, the User must immediately contact the SNCF Voyageurs Customer Relations department on 3635 (free service + price of a local call) so that his or her password can be changed.
12.2 Content and availability of the MY SNCF USERNAME service
Under no circumstances may SNCF Voyageurs be held liable for:
- The impossibility to access MY SNCF USERNAME following a network failure (except in cases where this would be directly attributable to a failure of SNCF Voyageurs), a server malfunction or force majeure as stipulated by Article 1218 of the French Civil Code and the case law of the Court of Cassation, for the time necessary for the maintenance of MY SNCF USERNAME;
- The damage to or alterations of the User’s equipment, including computer equipment, mobile devices or mobile telephones, due to the installation or use of MY SNCF USERNAME.
SNCF Voyageurs reserves the right to interrupt service availability, notably for the purpose of preventive, ongoing or corrective maintenance. These operations will take place at times of low traffic (at night except in the event of a network failure), an error message or prior information will be communicated to the User.
If the service is interrupted, SNCF Voyageurs undertakes to inform the Users by any means and shall use all reasonable means to resolve the problem as quickly as possible.
The User acknowledges that the service is provided via the Internet and mobile networks and that, consequently, factors beyond SNCF Voyageurs’ reasonable control may affect the quality and availability of the service.
Article 13 – Miscellaneous provisions
If any part of these General Terms and Conditions should prove to be illegal, invalid or inapplicable for whatever reason, the term or terms in question shall be declared null and void and the remaining terms shall retain all their force and scope, and continue to be applicable. The terms declared null and void shall be replaced by a term or terms which is or are the closest to the cancelled clause in terms of its content.
In view of the international nature of the Internet, SNCF Voyageurs reminds Users that they must comply with all mandatory and public order rules applicable in the country in which they reside.
Article 14 - Term
The creation of an MY SNCF USERNAME Account shall last until the expiry of the personal data retention periods stipulated herein.
The User may terminate their MY SNCF USERNAME Account by sending an e-mail (firstname.lastname@example.org or a letter to the address in Article 10 hereof.
Article 15 – Legal notice
MY SNCF USERNAME is published by SNCF VOYAGEURS, a Public Limited Company, registered in the Bobigny Trade and Companies Register under no. 519 037 584, whose head office is located at 9 rue Jean-Philippe Rameau – 93200 SAINT-DENIS.
The Director of Publication is David Sitruk, Chairman of the Board of Directors of SNCF Voyageurs.
Hosting is provided on behalf of SNCF Voyageurs by E-VOYAGEURS TECHNOLOGIES, SASU registered with the Trade and Companies Register under no. 483 815 619, whose head office is located at the following address: 2, place de la Défense – 92800 Puteaux.
Article 16 – Applicable law
In view of the international nature of the Internet, SNCF Voyageurs reiterates that Users must comply with all mandatory and public order rules applicable in their country of residence.
These General Terms and Conditions are subject to French law.
The User accepts that any dispute relating to the interpretation and/or execution of these General Terms and Conditions shall, as far as possible, be settled through amicable negotiations. Failing this, and within the limits of the applicable law, the dispute will be submitted to the court of the defendant's domicile.