General Conditions of Use and Confidentiality of the My Username SNCF authentication service
My Username SNCF is published by SNCF VOYAGEURS, S.A., registered in the Bobigny Trade and Companies Register under no. 519 037 584, whose registered office is located at 1/3 rue Camille Moke, CS 20012, 93212 La Plaine Saint-Denis Cedex.
The Publication Director is Christophe Fanichet, Chairman and CEO of SNCF Voyageurs.
Hosting is provided on behalf of SNCF Voyageurs by SNCF Connect & Tech, SASU Société par actions simplifiée à associé unique with capital of 25 684 029 euros, whose registered office is located at 1/3 rue Camille Moke, CS 20012, 93212 La Plaine Saint-Denis CEDEX, registered with the Registre du Commerce et des Sociétés under number 432 672 236.
Article 1 - Foreword
My Username SNCF is a unique authentication service, developed, maintained and managed by SNCF Voyageurs, enabling the creation and use of a personal customer account, accessible from the customer areas of the websites and mobile applications operated by:
- SNCF Voyageurs,
- Any other SNCF Group company offering mobility services directly or indirectly,
- An SNCF-approved travel agency (any online travel agency or distributor on the Internet or on a mobile phone duly authorised to issue SNCF tickets under the approval contract signed with SNCF Voyageurs).
This authentication service enables the user (hereinafter "the User"), with the same identifier and password, to consult and modify their personal data and data relating to their interactions with SNCF Voyageurs (travel, services, after-sales, commercial card, subscription, loyalty programme, etc.) with the aim of simplifying their procedures before, during and after their journeys. My Username SNCF can also be used to access products or services other than rail products.
A "User" is defined as any creator or holder of a customer account using the unique My Username SNCF authentication service, including SNCF Group employees, retired persons and beneficiaries of SNCF rights in accordance with the framework for the use of their travel facilities.
Article 2 - Purpose
The purpose of the General Conditions of Use and Confidentiality of the My Username SNCF authentication service is to define:
- The conditions for creating a customer account using the unique My Username SNCF authentication service,
- The methods by which the data available via the customer areas using the unique My Username SNCF authentication service are collected, made accessible and used by the User, SNCF Voyageurs and its subsidiaries and approved travel agencies.
Article 3 - Data accessible via customer areas using the unique My Username SNCF authentication service
3.1 Types of data
The personal data required to create a customer account using My Username SNCF as a unique authentication service is as follows:
- Title,
- Surname,
- First name,
- Date of birth,
- E-mail address,
- Password (the robustness rules imposed are detailed in article 6.2).
A User's title taken in isolation cannot be used to identify a User, either directly or indirectly. It is, however, identity data relating to a customer, which SNCF Voyageurs collects in accordance with the guidelines published by the CNIL relating to the processing of personal data implemented for the purposes of managing commercial activities.
The postal address and telephone number may also be requested on an optional basis when a customer account is created, depending on the customer area from which the My Username SNCF unique authentication service is created.
The postal address is used for:
- To facilitate collection operations in connection with tickets and fare products purchased by the User,
- Send loyalty cards subscribed to by the User,
- If necessary, adapt communications according to the User's geographical area and preferences.
The telephone number is used to contact the User more easily and efficiently in the event of disruption during a journey.
Once the account using the unique My Username SNCF authentication service has been created, the User can find in his customer area, after authenticating with My Username SNCF, his personal data entered for the creation of his account (see above) as well as, depending on the digital channels concerned:
- Data relating to SNCF rail journeys (made and to come) and any other mobility services of the User,
- Discount cards and/or subscriptions taken out by the User and dematerialisation status,
- Loyalty programme subscribed to by the User (and the data associated with this programme: loyalty number, number of points, usage status, etc.),
- Declared or calculated preferences (investments, travel companions, etc.),
- Subscription to SNCF Voyageurs communications,
- Complaints,
- Code associated with the discount voucher offered and used by the User,
- In addition, if the User is an SNCF employee, retired or entitled to SNCF benefits: their profile (agent / entitled person) and their CP number.
Gateways between the different Sites and Applications using the unique My Username SNCF authentication service are set up to enable the User to carry out the desired operation.
It is however specified that data relating to rail journeys (made or to come) for the following SNCF Voyageurs offers are not concerned by the present document:
- Transilien,
- Eurostar, Thalys and Lyria, where travel has been 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 by My Username SNCF for SNCF Voyageurs in its capacity as Data Controller in accordance with the provisions of article 8 of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service. You can create a My username SNCF account on the following websites and applications:
- Self-service kiosks in stations and shops,
- Chatbot TOUT'OUI,
- Ma Place à Bord website,
- MAX ACTIF / MAX ACTIF+ website,
- MAX Jeune website,
- MAX Senior Site,
- My INOUI TGV space website,
- OUIGO app
- OUIGO website,
- SNCF Connect app,
- SNCF Connect website,
- TER websites,
- INOUI TGV portal,
- App TGV INOUI Pro,
- Chatbot TGV INOUI,
The data referred to in 3.1 is also collected from the data entered by the User when purchasing SNCF rail travel, subscribing to SNCF commercial cards or season tickets in SNCF shops or when talking to an SNCF Voyageurs telephone advisor.
Data relating to SNCF rail journeys, SNCF commercial cards and SNCF season tickets are those corresponding to journeys made by the User and purchased via the following channels:
- Station ticket offices,
- Self-service kiosks in stations and shops,
- SNCF shops,
- Direct line 3635,
- Ma Place à Bord website,
- MAX ACTIF / MAX ACTIF+ website,
- MAX Jeune website,
- MAX Senior Site,
- OUIGO app
- OUIGO website,
- SNCF Connect app,
- SNCF Connect website,
- TER websites,
- App TGV INOUI Pro,
- Network of SNCF-approved travel agencies, a list of which is available at the following Internet address: http: //www.sncf.com/fr/agences-de-voyages (list subject to change).
Acceptance by the User of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service implies acceptance by the User of the use of his/her data necessary for the creation of the customer account using the My Username SNCF unique authentication service on all the Sites and Applications referred to above and accessible according to the methods and purposes described in these General Conditions of Use and Confidentiality of the My Username SNCF authentication service (article 3.1).
As an exception, data specific to an SNCF-approved travel agency is not shared with another agency and vice versa.
Data relating to SNCF rail travel and the purchase of a discount card or season ticket, made by the User prior to acceptance of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service on the above-mentioned channels will, where applicable, be automatically visible in the section concerned according to the display rules described above (article 3.1).
Article 4 - Services accessible via the My Username SNCF service
The services offered as part of the My Username SNCF unique authentication service are as follows:
- Create a customer account to use the My Username SNCF authentication service,
- Change of identifier,
- Change your password,
- Reset a forgotten password,
- Consultation and modification of personal data from a customer account using the My Username SNCF authentication service.
Article 5 - Creation of a customer account using the My Username SNCF authentication service
5.1 How to create a customer account using the unique My Username SNCF authentication service
The creation of a customer account using the unique My Username SNCF authentication service is reserved for Users aged 15 or over. The User guarantees SNCF Voyageurs, at the time of the creation of the customer account using the unique My Username SNCF authentication service, to be at least 15 years old.
In the event that SNCF Voyageurs establishes a posteriori that the User does not comply with the minimum age, in particular in the event that the User requests a change in his/her date of birth, SNCF Voyageurs reserves the right to delete the account of the User in question in accordance with Article 9 "Deletion of the My Username SNCF Account" for non-compliance with these General Conditions of Use and Confidentiality of the My Username SNCF authentication service.
To finalise his/her request, the User must validate the customer account creation form using the unique My Usernamet SNCF authentication service by accepting the General Conditions of Use and Confidentiality of the My Username SNCF authentication service as well as the associated personal data management policy.
The User is then informed that an e-mail containing a validation link has been sent to the e-mail address they have chosen as their identifier, and that they must click on this link within seventy-two (72) hours to finalise their registration. If the User does not click on this link within seventy-two (72) hours, the creation of the customer account using the unique My Username SNCF authentication service will not take place. In this case, the personal data required to create the account will be deleted by the Data Controller.
Definitive validation of the creation of a customer account using the unique My Username SNCF authentication service implies full and complete acceptance of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service, registration being definitive once the User has clicked on the validation link.
5.2 Choosing a username and password
The User's identifier for connection to customer accounts using the My Username SNCF unique authentication service is the e-mail address entered when creating a customer account using the My Username SNCF unique authentication service.
When creating a customer account using the unique My Username SNCF authentication service, the User chooses a password which must comply with the following criteria:
· Length: 8 to 50 characters
· Composition: the password must contain at least 3 different classes of characters (upper case, lower case, numbers and/or special characters).
· Exclusion: the password must be different from the username
A 3-level password reliability gauge guides Users in defining their password:
- Low: non-compliant, the User will not be able to access the service
- Strong: compliant, the user will be able to access the service
- Very strong: compliant and recommended (use of 4 character classes instead of the required 3)
The identifier and password enable the User to access all customer accounts using the unique My Username SNCF authentication service and to manage their accounts.
5.3 Confirmation of use of the unique My Username SNCF authentication service
Following the finalisation of the creation of a customer account using the My Username SNCF authentication service, the User is informed by a confirmation window and an e-mail that his/her authentication will now be handled by the My Username SNCF unique authentication service.
Article 6 - Blocking access to customer accounts using the My Username SNCF authentication service
6.1 Forgotten password
If the User forgets the password for the My Username SNCF authentication service, the Site offers the User the possibility of redefining the said password. To redefine a new password, the User must:
- Select the "Forgot your password?" link on the site login page
- Enter the unique My Username SNCF which is the e-mail address registered by the User when creating a customer account using the unique My Username SNCF authentication service.
An e-mail is then sent to the User at this address. The User must then follow the instructions given therein to redefine their password in accordance with the robustness rules detailed in article 6.2.
After five (5) incorrect attempts to enter the password for the My Username SNCF authentication service, access to the customer account will be temporarily blocked. After this period, the User may try to connect again. They can also reset their password via the "Forgot your password" link on the login page.
6.3 Suspected attack on your account
SNCF Voyageurs endeavours to detect attempted attacks on customer accounts from malicious sources on the Internet (robots, hacking machines, etc.) by monitoring connections. If SNCF Voyageurs suspects a fraudulent connection to the user's account following an attack, SNCF Voyageurs will automatically reset the user's password. The User will be informed of this by e-mail and will be invited to change their password using the "Forgotten password" function (see article 7.1).
6.4 Enhanced authentication
A reinforced authentication mechanism optimises secure access to customer accounts using the unique My Username SNCF authentication service. Within this framework, a single-use 6-digit code will be sent to the user of a customer account using the unique My Username SNCF authentication service each time the user connects from an unknown terminal. The User may choose to receive this single-use code either on their e-mail address or by notification, by installing the My Username SNCF card on the Wallet application on their phone. The single-use code is valid for 10 minutes.
In the event of difficulties, the User may contact the SNCF Voyageurs customer relations department as specified on the single-use code entry screen.
Article 7 - Personal data The procedures for managing the User's personal data are set out in a dedicated document, "Policy for managing personal data in the context of the unique My Username SNCF authentication service".
Article 8 - Deletion of the My Username SNCF Account
8.1 Deletion of the account for failure to comply with these General Conditions of Use and Confidentiality of the My Username SNCF authentication service
In the event of non-compliance by the User with all or part of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service, SNCF Voyageurs may terminate the User's My Username SNCF account.
An e-mail will be sent to the User at fault to inform them at least 7 calendar days before the effective termination of the My Username SNCF authentication service.
8.2 Deletion of the account at the User's request
In the event of a request to delete his/her My Username SNCF authenticator, the User will have his/her e-mail address and password deleted from the My Username SNCF database.
This deletion will take effect within 48 hours and will result in the loss of the benefits and services associated with the My Username SNCF authentication service described in article 3 of this document.
Article 9 - Coming into force
These General Conditions of Use and Confidentiality of the My Username SNCF authentication service come into force as from the creation of a customer account using the My Username SNCF unique authentication service by the User or the User's connection from one of the Sites or Applications authorised to offer it, following the User's acceptance of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service.
Article 10 - Acceptance and amendment of the General Terms and Conditions
The creation of a customer account using the My Username SNCF unique authentication service is subject to the User's acceptance of and compliance with these General Conditions of Use and Confidentiality of the My Username SNCF authentication service.
SNCF Voyageurs reserves the right to make changes to the General Conditions of Use and Confidentiality of the My Username SNCF authentication service, in particular due to the evolving nature of the Services, which may be subject to deletion or changes to their characteristics.
Any changes to the General Conditions of Use and Confidentiality of the My Username SNCF authentication service shall be submitted to the User at the time of his/her next connection. These changes may include the addition of a customer area using the My Username SNCF authentication service or the addition of a feature such as the enhanced authentication mechanism.
In this case, the User must accept them in order to continue to access and use the unique My Username SNCF authentication service.
Article 11 - Liability
11.1 Identifiers, passwords and information provided when the account is created and consulted
The User is solely responsible for the consequences that may result from the disclosure of his/her login and password to a third party, as well as the information necessary for the creation and consultation of a customer account using the unique My Username SNCF authentication service.
Consequently, SNCF Voyageurs may not under any circumstances be held liable for any use that may be made of the latter by a third party (except in the event of a breach by SNCF Voyageurs).
The User undertakes to keep his/her authentication information confidential.
The User acknowledges that the provision of accurate information when creating his/her My Username SNCF Account is essential for the proper provision of the Services.
The User is responsible for the information he or she provides when creating and consulting his or her SNCF Account and in particular for the incorrect entry of the said information, for the damage he or she suffers and resulting from the loss, theft or fraudulent use of passwords and identifiers. In this respect, the User undertakes to provide information that is up to date, complete and accurate, both when creating and when consulting his/her My Username SNCF Account.
In the event of the loss, theft or disclosure of elements likely to enable a third party to become aware of the User's identifier and password, or in the event of the use of his/her identifiers and passwords by an unauthorised third party, the User must immediately change his/her authentication information or, if he/she is unable to do so, contact the SNCF Voyageurs Customer Relations Department on 3635 (free service + price of a local call) so that his/her password can be changed.
11.2 Content and availability of the My Username SNCF service
Under no circumstances shall SNCF Voyageurs be held liable for:
- The impossibility of accessing the unique My Username SNCF authentication service following a network failure (except in cases where this is directly attributable to a fault on the part of SNCF Voyageurs), a server malfunction or a case of force majeure as provided for by article 1218 of the Civil Code and the case law of the Cour de Cassation, for the time necessary for the maintenance of the unique My Username SNCF authentication service,
- Damage to or alteration of equipment by the User, including computer equipment, mobile terminals or mobile phones, following the use of the unique My Username SNCF authentication service.
SNCF Voyageurs reserves the right to interrupt the availability of the service, in particular in view of preventive, evolutionary or curative maintenance operations. These operations will take place at times of low traffic (at night, except in the event of a network failure), and an error message or prior information will be sent to the User.
In the event of service interruption, SNCF Voyageurs undertakes to inform Users by any means and will implement all reasonable means to remedy the situation as soon as possible.
The User acknowledges that the service is provided by means of the Internet and mobile networks and therefore factors beyond the reasonable control of SNCF Voyageurs may affect the quality and availability of the service.
Article 12 - Miscellaneous provisions
If any part of the stipulations of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service should prove to be illegal, invalid or inapplicable for any reason whatsoever, the term or terms in question shall be declared non-existent and the remaining terms shall retain all their force and scope and shall continue to be applicable. The terms declared non-existent are replaced by one (or more) terms that are closest in content to the cancelled clause.
Article 13 - Applicable law and jurisdiction
Given the international dimension of the Internet network, SNCF Voyageurs reminds Users that they must comply with all mandatory rules and public policy applicable in their country of residence.
These General Conditions of Use and Confidentiality of the My Username SNCF authentication service are governed by French law.
The User accepts that any dispute relating to the interpretation and/or execution of these General Conditions of Use and Confidentiality of the My Username SNCF authentication service shall, as far as possible, be settled by amicable negotiation. Failing this, and within the limits of applicable law, the dispute will be referred to the court of the defendant's domicile.