Terms of Use TOUTOUI

SNCF Voyageurs is responsible for the processing of your personal data in charge of managing a tool allowing you to address your complaints.  

You have the right to access, rectify, limit, port, delete or oppose your personal data at any time by contacting our Data Protection Officer by e-mail ([email protected]) or by post at the following address:  

SNCF Voyageurs - Délégué à la Protection des Données - DGD Performance - Service Juridique    

9, rue Jean-Philippe Rameau (campus Wilson)    

93210 Saint Denis, FRANCE  

Your request must be accompanied by proof of identity, which must be kept for the time necessary to process the request, up to a maximum of one year from the date of transmission.

1. Legal notice

These general conditions of use (hereinafter the "GCU") are intended to define the conditions of access and use of the chatbot TOUTOUI which is accessible via the site SNCF.com under the heading "Complaints" for the carrier TGV INOUI and Intercités.

Access the chatbot TOUTOUI

Application publisher: IBM FRANCE  

Data provider: SNCF Voyageurs and IBM FRANCE  

Publishing director: SNCF Voyageurs  

Chatbot developer and administrator: IBM FRANCE  

Chatbot host: SNCF and IBM FRANCE

2.  Presentation

Is defined as " User " of the conversational agent Chatbot TOUTOUI (hereafter " the Chatbot " or " the service ") any physical person exchanging messages with the Chatbot.    

The use of the Chatbot is conditioned by the User's full and complete acceptance of these GCU.  

The GCU are :  

• Accessible at all times in the "Legal Notices" section.  
• They may be amended or supplemented at any time, and Users are therefore advised to consult them regularly.  

On first contact with the Chatbot, the User must accept the GCU, which will be accessible via a link. By clicking on "Yes, continue", the User will be able to start the conversation with the Chatbot.    

If you have any questions about these GTUs, you can contact the following Customer Service department:  

• by post:     

Service Relation Client SNCF    

62973 ARRAS Cedex 9    

FRANCE  

• by online form

  To refuse the conversation with the Chatbot, click on the "No, leave the page" button.

3.  Purpose of the Chatbot service

The Chatbot is an online conversational agent whose purpose is to assist the User in submitting his/her request and to forward it to SNCF Customer Services for processing.    

It may be progressively enriched with new functionalities in order to better satisfy customer requests.  

Access to the Chatbot is free of charge and is not subject to any subscription. 

4.  Access to the Chatbot  

The Chatbot is accessible from the SNCF.com website in the complaints section (via a browser on a fixed computer, tablet or smartphone application).

To access the service, the User must initiate a conversation with the Chatbot directly on the SNCF.com page indicated above and accept the GCU.  

The User undertakes to take all necessary steps to ensure the security of his/her conversation with the Chatbot, in particular not to store his/her information on any open medium whatsoever, and not to communicate his/her personal data.

The User agrees to use the Chatbot only for the purposes authorized by the GCU and in compliance with all applicable laws and regulations. The User acknowledges that he/she is solely responsible for all actions carried out using the Chatbot.

If any unauthorized use of the Chatbot is brought to its attention, the User undertakes to inform SNCF Voyageurs Customer Service at the address indicated in paragraph 2 "Presentation". 

Consequently, SNCF Voyageurs cannot be held responsible for any fraudulent connection or attempted connection by a third party using a User's identifiers.

5.  Use of the Chatbot service  

Use of the Chatbot is at the User's sole risk. The User declares that he/she is fully aware that data cannot be totally protected against any form of intrusion (hacking). The User acknowledges that it is impossible to guarantee total security for transmitted data.  

Consequently, SNCF Voyageurs may not be held liable for direct or indirect damage including, but not limited to, infection by viruses, loss of data or programs, loss of use of computer equipment (including, in particular, software, hard disks, or any system), or financial loss resulting from the use of the Chatbot.  

The User shall refrain from any action likely to hinder or disrupt the proper functioning or technical accessibility of the Chatbot.  

The User undertakes to access the Chatbot using virus-free equipment. It is the User's responsibility to take all appropriate measures to protect his/her own data and/or software from contamination by any viruses circulating on the Internet.

Under penalty of civil and/or criminal liability, the User agrees not to :

• disrupting, blocking, slowing down or altering the normal flow of data exchanged within the Chatbot, accelerating the scrolling speed of the Chatbot's content in such a way that the Chatbot's operation is modified or altered, or committing any other action having an equivalent disruptive effect on the Chatbot's functionalities;  

• fraudulently access, maintain, hinder or disrupt the Chatbot's information systems, and in particular the servers and networks connected to the Chatbot, or refuse to comply with the requirements, procedures, general rules or regulatory provisions applicable to the networks connected to the Chatbot;  

• send messages of a racist, insulting, defamatory or pornographic nature, whatever the medium used (text, image, etc.).  

The User undertakes, when using the Chatbot, not to contravene the legislative and regulatory provisions in force, any violation being likely to result in legal proceedings and sanctions against the User.  

Furthermore, SNCF Voyageurs declines all responsibility in the event of use of its services that does not comply with the GCU.  

It is reminded that the Chatbot administrator keeps track of the User's connection, so that it can be traced and prosecuted in the event of an injunction from the legal authorities.  

The User acknowledges having read and accepted the terms of use of the site SNCF.com and Chatbot TOUTOUI. Thus, SNCF Voyageurs cannot be held responsible for any prejudice that the User may suffer.  

SNCF Voyageurs reserves the right to temporarily or permanently suspend, at any time, access to the Chatbot to any User who does not comply with the obligations set forth in these GCU, and without notice.

6. Availability of the Chatbot service  

SNCF endeavours to make the Chatbot available from 08:00 to 20:00 from Monday to Friday, except in cases of force majeure or events beyond SNCF's control.  

SNCF Voyageurs is in no way responsible for any interruptions and the consequences thereof for the User or any third party.  

SNCF Voyageurs reserves the right to modify the content of the Chatbot at any time and without notice, to interrupt, limit or suspend all or part of the Chatbot's functionalities or access to all or part of the Chatbot, in particular for maintenance operations and updates necessary for the proper functioning of the Chatbot and related materials, or for any other reason, in particular technical.    

SNCF cannot be held responsible for the consequences of these modifications and interruptions.  

The User is informed that SNCF Voyageurs may terminate or modify the characteristics of the services offered by the Chatbot, at any time, without notice and without the User having any recourse against SNCF Voyageurs.  

Conversations with the Chatbot contain a number of hyperlinks to the SNCF.com website.

7. Acceptance of Internet risks

The User declares that he/she is aware of the risks associated with the Internet and acknowledges that :  

• exchanges of data circulating on the Internet are relatively reliable and are therefore not protected, in particular against the risks of misappropriation and piracy;  

• Internet technical performance and response times for consulting, querying or transferring data are variable and random.

8. Content of the Chatbot  

SNCF Voyageurs endeavors to provide information on the Chatbot service that is as accurate and precise as possible. However, SNCF is only bound by an obligation of means as to the accuracy of the information provided, and may not be held liable for omissions, inaccuracies or failures to update, whether caused by SNCF or by third parties who provide such information.  

The content, presentation and operation of the Chatbot may be modified at any time by SNCF, depending on its commercial policy and the proper operation of the Chatbot.

SNCF takes great care to ensure the quality and updating of the content presented on the Chatbot, and shall not be held liable for any damage resulting from the User's use, for any purpose whatsoever, of the information communicated by the Chatbot.  

The User expressly acknowledges that he/she must exercise discernment concerning the reliability and veracity of the information communicated by the Chatbot and carry out all checks under his/her responsibility.

9. Intellectual property rights

In general, the User agrees not to infringe the intellectual property rights (copyright, neighboring rights, sui generis right of the producer of databases, trademark rights, domain names, etc.) of SNCF, SNCF Voyageurs or any other company over which SNCF (or SNCF Voyageurs or SNCF Réseau) exercises control within the meaning of Article L. 233-3 of the French Commercial Code and/or any third party.

IBM holds all intellectual property rights to both the structure and content of the Chatbot (text, logos, images, sound elements, software, icons, layout, database, etc.) or has regularly acquired the rights to use the structure and content of the Chatbot, without any limitation. 

Trademarks and logos reproduced on the Chatbot are registered with the relevant Offices by the companies that own them. Any reproduction of the names or logos, by any means whatsoever, without the prior authorization of the owner concerned is prohibited.

Failure to comply with these prohibitions may, in particular, constitute an act of counterfeiting and/or unfair and parasitic competition for which the User may be held civilly and/or criminally liable.

10. Management of personal data  

As part of the operation of this Conversational bot (hereinafter the "service"), SNCF Voyageurs, in its capacity as data controller will be likely to collect a certain amount of personal data, data that will be processed in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, applicable as of 25 May 2018 (hereinafter the "RGPD") and Law No. 2018-493 of 20 June 2018.

The contact details of the data controller are as follows: SNCF Voyageurs, 9 rue Jean-Pierre rameau - 93200 Saint-Denis.     

During the experimental phase from December 6, 2018 to February 29, 2020, SNCF Voyageurs is collaborating with the service provider IBM, using a "Watson" artificial intelligence solution.  

• In the context of keeping the customer's connection history log, IBM, which hosts its artificial intelligence solution on an EPIC SNCF hybrid cloud, stores the following data: Personal data supplied by the customer may include: travel file number, surname, first name, date of birth, telephone number, e-mail address and loyalty card number (if the customer has one).    

• Attachments sent by the customer: proof of the customer's expenses.  

• This data is required to process the customer's claim and thus to execute the reservation contract. Failure to provide this information will result in the customer's request not being processed.  

• This data is kept by our IBM service provider only as long as is necessary for the conversation with the customer, and is then immediately deleted.   

• At the end of the customer's complaint (end of the conversation), our IBM service provider retains only the conversation between the bot and the customer, this data being anonymized.

Personal data collected by SNCF Voyageurs is used for the following purposes:  

• To process customer complaints regarding their train or disrupted situation (disrupted situation, train cancellations, costs incurred as a result of a cancellation or inconvenience caused), as part of the execution of their reservation contract.   

• As part of the transmission of data to IBM, for service improvement purposes. In accordance with the provisions of the RGPD, any User has a right of access, rectification and opposition, deletion, limitation and portability of to the personal data collected by SNCF Voyageurs concerning him, by making his written and signed request accompanied by a copy of the identity document with signature of the holder of the document, specifying the address to which the response should be sent. 

This request must be made :  

• By post: SNCF Voyageurs - Délégué à la Protection des Données - DGD Performance - Service Juridique - 9, rue Jean-Philippe Rameau (Campus Wilson) - 93210 Saint Denis -France.    

• By e-mail: [email protected]

The User also has the possibility of defining directives relating to the conservation, deletion and communication of his/her personal data after his/her death, with a trusted, certified third party responsible for ensuring that the wishes of the deceased are respected, in accordance with the requirements of the applicable legal framework.

These rights are described in greater detail on the CNIL website.

In the event of a complaint, the User may contact the SNCF Voyageurs personal data protection delegate using the contact details given above). The User also has the right to lodge a complaint with a supervisory authority.

Finally, Users' attention is drawn to the fact that, pursuant to Articles 60-2, 77-1-2, and 99-4 of the French Code of Criminal Procedure, SNCF Voyageurs may be obliged, in the context of legal or tax proceedings, to communicate personal data in its possession to the public authorities, and that SNCF Voyageurs may not be held liable in this respect.

11. Nullity of a cause 

The nullity in whole or in part of one or more provisions of these GCU, under the terms of a legal or regulatory provision or a court decision that has become final, does not entail the nullity of the other provisions or the part of the provision not affected by the nullity.

12. Applicable law - Settlement of disputes   

These General Terms and Conditions of Use are governed by French law.  

In the event of disputes relating to the interpretation, validity or execution of these GTC, the User and SNCF Voyageurs agree to use their best efforts to settle the dispute amicably. In accordance with Articles L. 612-1 et seq. of the French Consumer Code, the User has the right to have recourse free of charge to the SNCF Voyageurs Mediator, with a view to amicably resolving the dispute. The SNCF Voyageurs Mediator may be contacted as follows:  

• By internet

• by post: Médiateur SNCF Voyageurs, TSA 37 701, 59 973 TOURCOING CEDEX

Declaration of Accessibility  

SNCF Voyageurs, editor of the TOUTOUI website, undertakes to make its website and mobile application accessible in accordance with article 47 of law n°2005-102 of February 11, 2005.  

To this end, it is implementing the following strategy and actions:  

Implementation of the SNCF group's 2020-2022 multi-year accessibility plan.  

Action plan 2020-2021.  

This declaration of accessibility applies to: https://tout-oui.sncf.com/

Compliance status  

The site is partially compliant with the RGAA (référentiel général d'amélioration de l'accessibilité), version 4.1, due to the non-conformities and derogations listed below.

Test results  

The compliance audit carried out by the Team Accessibilité Numérique team revealed that :  

• 79.48% of RGAA 4.1 criteria are met    
• However, the average compliance rate for the site is 79.5%. 

Content not accessible 

Non-conformities

• The alternative to the logo image is not relevant.  
• The link to the English translation is not explicit.  
• Some interface components are not compatible with assistive technologies.  
• Document structure does not meet mandatory requirements. (<main> tag missing)  
• Structure does not use titles.  
• The focus is not visible to the user.  
• Some elements cannot be reached by tabbing throughout the site.  
• Form field has no label attached.

Exemptions  

• No exceptions.

Content not subject to accessibility requirements  

• None  

Establishment of this declaration of accessibility  

This declaration was drawn up on 04/08/2021.

Technologies used for the audit 

• HTML  
• CSS  
•  

Test environment :  

Content rendering audits were carried out on the basis of the combination provided by the rgaa 4.1 test environments, with the following versions: 

User Agent Assistive Technology   

Tools for assessing accessibility :  

• Color contrast Analyser  
• Stylus  
• Web developer toolbar  
• Headingmaps  
• Landmark  
• RGAA wizard

Site page checked for compliance  

• Complaint form TGV INOUI & Intercités : Submit your complaint | SNCF

Feedback and contact  

If you are unable to access a content or service, you can contact the TOUTOUI site manager to be directed to an accessible alternative or obtain the content in another form.

• Send a message to: [email protected]
• Contact the site's customer relations department:   

SNCF Customer Relations Department   

62973 ARRAS Cedex 9   

France 

Avenues of appeal  

This procedure should be used in the following cases: 

You have notified the website manager of a lack of accessibility that is preventing you from accessing content or services on the portal, and you have not received a satisfactory response.

• Write a message to the rights defender  
• Contact the Rights Defender delegate in your region  
• Send a letter by post (free, do not use stamps)   

Human rights defender   

Free reply 71120   

75342 Paris CEDEX 07

You can send your letter to the following address:  

Service Relation Client SNCF  

62973 Arras Cedex 9  

FRANCE  

When making your request, please include your e-mail address.  

Good to know, processing times for requests sent by post are longer than for those sent online.