Use of data

What is your data used for?

SNCF Connect only collects and uses data about you for specific purposes that are limited to what is necessary for you, namely:

Processing your orders:
- To enable transport operators and other suppliers of products and services to provide you with the products and services you have ordered
- To ensure the payment of the products you have purchased
- To ensure follow-up and after-sales service for the products ordered (information, cancellations, refunds, complaints and delay notices)

The legal basis for this processing is the performance of the contract.

Managing your customer account: on SNCF Connect, a customer account is not compulsory in principle; however, for some services, a customer account is required in order to use the service.

The customer account is very useful because it is a space that is entirely dedicated to you, and which allows you, in complete transparency, to:

Place orders in a simplified way (automatic input of your data: personal and professional identification data, subscription cards, bank details, travel preferences);
Access your order data.

In addition, for new customer accounts or in the event of account migration to the Mon Identifiant SNCF account service, data is shared with SNCF under the following general conditions of use and confidentiality: https://connect.sncf.com/tos/en_cgu.html

The legal basis for this processing is the performance of the contract.

Communicating with you: for SNCF Connect, maintaining contact with you is essential, but we only do so in a very reasoned way, and we only send you electronic communications, via e-mail, SMS or mobile notification, for the following reasons:
- Order tracking: sending of an order confirmation and any other messages relating to the service you have ordered, such as any disruptions;
- Managing your customer account: confirmation of creation or closure, modification of passwords;
- Subscription to alerts: sending of mobile notifications if you have signed up for our alert service, enabling you to be informed when booking opens for a requested date and journey, when a seat becomes available, or when a low fare is available for a specific date and journey.
- Passenger information: we inform you of any disruptions to your journey or problems at your station or on your favourite line, when you have indicated these on the application, and can offer you alternative solutions.
- The proposal of commercial offers: only in one of the following two cases:
  - If you have registered for the SNCF Connect "Newsletter" service;
  - If you have ordered products on the SNCF Connect website or application and have not refused to receive these offers, in accordance with the provisions of article L34-5 paragraph 4 of the French Post and Electronic Communications Code.
- Tracking e-mails sent to you: using tracking pixels in e-mails, we monitor their deliverability, and measure audiences (statistical opening rates) and marketing indicators (campaign effectiveness).
  In all cases, you have the option of unsubscribing from our commercial newsletter service by clicking on the unsubscribe link at the bottom of each newsletter.

We would also like to draw your attention to the fact that SNCF may also send you communications on its own initiative, without any involvement on the part of SNCF Connect.

The legal bases for this processing are contract performance, consent and legitimate interest.

Providing you with the best possible service, particularly in terms of mobility: the information collected enables us to improve passenger information, and through this gathering of information:
- We assess the suitability of the route (journey) maps envisaged, in particular with a view to improving and optimising them;
- We analyse the information/services/offers consulted/consumed, in particular on the basis of statistics, in order to enable them to be developed/adapted and to facilitate your browsing;
- We process suggestions for changes and reported anomalies;

The legal basis for this processing is legitimate interest.

We analyse mobility flows, such as, in particular, passenger traffic in stations, pre- and post-station travel, station access distances and times, and habits by mode of transport in order to carry out studies on our own behalf or on behalf of SNCF or partners. This provides a better understanding of people's habits and, where necessary, enables mobility services to be improved, for example by adapting station services or the transport offer or by developing new mobility services.

The legal basis for this processing is consent.

Bringing you personalised offers and services: at SNCF Connect, we are committed to constantly providing you with the products and offers that are most likely to suit you. In this way, we can offer you personalised content, based on your order details, your geolocation when it is activated, or through cookies and trackers, if you have accepted them:
- In the communications we send you;
- During your browsing on SNCF Connect sites, in particular:
  - Through certain services that use geolocation (exclusively on the mobile application):
    - Route planning and guidance;
    - A proposal of local transport offers tailored to your location;
    - A proactive exchange of your tickets in the event of an estimated delay on your part;

* via targeted and personalised advertising banners on other sites and applications.

The legal bases for this processing are consent and legitimate interest.

Combating fraud:

Payment fraud: The security and smooth operation of our sites is a major issue. Automated data analysis is carried out by our subcontractor ACI Worldwide in order to determine the level of fraud risk associated with each order. Analysis criteria include browsing behaviour, data relating to the terminal used and bank details.

Depending on the results of this risk analysis, and after checking by our anti-fraud teams, SNCF Connect will be able to take one of the following measures:

Confirmation of your order
Request for additional supporting documents
Order refusal
Order cancellation with reimbursement of funds

In the event of a proven problem with an order, or in the event of non-payment, your data will be entered in the SNCF Connect alert file, which may carry out additional checks on future orders.

You can make a complaint or request information at any time by contacting SNCF Connect customer service.

The legal basis for this processing is legitimate interest.

Offering you games and contests: In this context, SNCF Connect and/or its partners will use the data you have consented to communicate strictly for the purposes of running the game or contest and communication.

The legal basis for this processing is consent.

Asking you to take part in satisfaction surveys, customer studies and remote user tests: in order to assess your satisfaction during your browsing on our site or our application, following contact with our customer relations department, these enable us to get to know you better and provide us with invaluable information so that we can offer you solutions that meet your needs and expectations. You may therefore receive e-mails from SNCF Connect or our trusted partners inviting you to take part in a study. These requests are not intended for commercial purposes, but rather to help us improve our services.

The legal basis for this processing is legitimate interest.

* with the exception of active and retired SNCF staff members, and their SNCF beneficiaries when using their transport facilities, in accordance with the conditions of use of these transport facilities, for the purposes of security and customer experience.