CGU of the TGV-INTERCITÉS PMR/PSH assistance service

The purpose of these General Conditions of Use (hereinafter the "GCU") is to determine the conditions of access and rules for use of the assistance service for people with reduced mobility and disabilities (hereinafter the "Service").

This Service is offered by SNCF VOYAGEURS, a French Société Anonyme with share capital of 157 789 960 euros, registered with the Bobigny Trade and Companies Register under number 519 037 584, whose registered office is located at 1 rue Camille Moke 93210 SAINT-DENIS, France.

These GCU govern exclusively the provision of assistance services for people with reduced mobility and disabilities.

The reservation, modification and cancellation of assistance services for people with reduced mobility and disabilities, as well as other customer service tasks (information, complaints) are entrusted to the SNCF Gares & Connexion service called "Assist'enGare". They do not fall within the scope of these GCU and are described in separate general conditions of SNCF Gares & Connexions.

Access to the Service is subject to compliance with these GCU by the person wishing to benefit from the Service (hereinafter the "Beneficiary").

By using the Service, whatever the reservation method, the Beneficiary accepts the present GCU and undertakes to comply with them.

The assistance service for people with reduced mobility and disabilities is a free service enabling the persons defined in article 2 of the GCU with a valid ticket for their journey to benefit from an assistance service to embark/disembark from the train according to the conditions defined below.

The service is reserved for :

• Holders of a "mobilité inclusion" card, a disability card, a disabled person's card or a war pensioner's card, pregnant women holding the family's national priority card, and holders of a European parking card for disabled people, a European disability card, a disability or priority card issued by a member state of the European Union, or any other nominative foreign document enabling its holder to be identified and bearing unambiguous recognition of a disability or functional limitation.
• Wheelchair users.
• Persons in possession of a medical certificate attesting to the need for assistance in the use of a means of transport (valid for one year if no shorter period is specified) or a pregnancy certificate.

A guide who is entitled to a discount or free travel based on the disability card of the disabled person he or she is assisting cannot use the assistance service for himself or herself.

3.1 Reserving assistance

The Service is guaranteed provided that a reservation has been made. In the absence of a reservation, the Beneficiary may arrive at the station spontaneously to travel by train, but the Assistance Service is not guaranteed.

To benefit from a guarantee of assistance, the Beneficiary must therefore reserve the assistance service in accordance with the terms and conditions set out below:

The Beneficiary may book assistance with Assist'enGare as early as 90 days before the date of travel, and no later than 24 hours before the train's departure time:

• By Internet: Find out more
  Book online
• By telephone, from 8:00 am to 8:00 pm, 7 days a week: 3212 (free service + cost of a call)
• From a salesperson in stations, stores, on SNCF Connect or in SNCF-approved travel agencies.

The Beneficiary must have a valid ticket to reserve assistance.

For any information relating to the reservation of the assistance service (confirmation, modification, cancellation of the reservation, etc.), the Beneficiary may visit the website https://www.garesetconnexions.sncf/fr/conditions-generales-utilisation/service-assistance.

3.2 On the day of travel

To benefit from the Service, the Beneficiary must be in possession of a valid travel ticket, corresponding to the same journey and dates as his/her requests for assistance services.

The Beneficiary must also be in possession of proof of eligibility for the service, which station staff reserve the right to request.

Reporting to the station

The Beneficiary must arrive at the meeting point at least 30 minutes before the departure of his/her train, with his/her ticket and all necessary documents (discount card, proof of identity, etc.).

This delay, which is necessary for the assistance service to be carried out correctly, has no impact on the start of the service, which takes effect when the Beneficiary is actually accompanied to his/her seat on the train.

If the Beneficiary arrives less than 30 minutes before departure, assistance at the station can no longer be guaranteed for departure at the scheduled time.

In this case, station staff will check whether it is still possible to provide assistance. If this is not the case, station staff may, if necessary, suggest that the customer modify his or her journey at his or her own expense (by exchanging or cancelling his or her ticket in accordance with the applicable fare conditions) to enable him or her to benefit from the assistance service.

Luggage

The assistance service includes the free transportation of a single item of luggage weighing up to 15 kg to or from the passenger's seat on the train. No additional weight or number of items may be carried. Luggage weight can be checked by station staff.

Once the baggage has been stowed on board by the agent providing the assistance service, SNCF Voyageurs assumes no responsibility for the baggage, which is in the exclusive custody of the Beneficiary in accordance with the rules specified in the Passenger Fare.

If the Beneficiary does not comply with the aforementioned conditions, the assistance service cannot be provided, unless the Beneficiary makes arrangements for the carriage of baggage that does not comply with the required conditions.

On the day of travel, the assistance service will be refused:

• if the traveler fails to comply with the above rules,
• if the type of wheelchair does not correspond to that indicated at the time of booking.

During the journey, for his/her own safety and that of other passengers, the Beneficiary must ensure that his/her wheelchair remains stable, in particular by applying the immobilizing brakes.

Access to OUIGO Train Classique trains is not currently suitable for wheelchair passengers, as the aisles and platforms are too narrow for the wheelchair to move around, and do not allow an unfolded wheelchair to be stored.

3.3 Substitute road service

In certain cases, as described below, the Customer may be picked up by a suitable substitute between stations open to the service.

• Outside the hours when the staff providing assistance to disabled persons and persons with reduced mobility are present at the station, or when station work makes it impossible for disabled persons and persons with reduced mobility to access the train: the Passenger is invited to depart from or arrive at a supervising station, and a substitute road service by cab may be organized for the approach to the station concerned.
• In addition, in the event of roadworks making it impossible for trains to access one or more stations, a replacement coach service will be provided to access these stations for all passengers. Where coaches are not accessible to certain types of disability, a specially adapted cab service is provided.

SNCF Voyageurs, in conjunction with specialized road haulage companies, provides a vehicle adapted to the disability of the Beneficiary and, if applicable, his/her companion, depending on the Beneficiary's need for assistance expressed to the Assist'enGare service when booking the assistance service.

This service is provided at no additional cost to the Beneficiary and any accompanying person.

The driver of the adapted means of substitution cannot pick up or drop off a person at an address other than that of the station.

3.4 Special case of assistance in unstaffed stations

Some stations are not staffed. In these stations, service is provided in accordance with the following rules:

In stations accessible to the Beneficiary's disability/mobility, the assistance service :

• is carried out by the conductor,
• consists of accompanying the Passholder from the platform to his/her seat on board, and vice versa on disembarking,
• is not available if it requires the use of equipment by the captain (e.g.: use of equipment (lifting platform, etc.) required to take charge of a person in a wheelchair, etc.),
• does not include the carrying of any luggage. The Beneficiary must therefore make his or her own arrangements for carrying luggage, otherwise assistance may be refused.

To benefit from a guaranteed assistance service, the Beneficiary must book the service in accordance with the terms and conditions set out in article 3.1 of these GCU.

On the day of travel, the Beneficiary must arrive at least five minutes before the train's departure time, in front of the carriage indicated on his/her ticket. They must have their ticket and all the necessary documents (discount card, proof of identity, etc.).

This delay in presentation, which is necessary for the assistance service to be carried out correctly, has no effect on the start of the service, which takes effect at the time when the passenger is actually accompanied to his seat on the train by the conductor.

If the Beneficiary arrives less than five minutes before the train's departure time, assistance can no longer be guaranteed.

In the event of the conductor being unavailable to provide the assistance service, or in stations that are not accessible to the Customer's disability/mobility, the Customer may be offered a substitute road service in accordance with article 3.3, only if the assistance service is booked in accordance with article 3.1.

To find out which stations are not staffed, and which stations are accessible to the Customer's disability/mobility, the Customer can visit www.garesetconnexions.sncf, or call 3212 or +33 (0)9 72 72 00 92 from abroad (free service + price of a call) from 8:00 am to 8:00 pm, 7 days a week.

For Beneficiaries in wheelchairs, the dimensions of the wheelchair must comply with current regulations (annex to European Commission Regulation (EU) No 1300 / 2014 of November 18, 2014 on the technical specification for interoperability relating to persons with reduced mobility in the trans-European conventional and high-speed rail system). The weight of the wheelchair, its occupant and its baggage must not exceed a total of 300 kg for an electric wheelchair and 200 kg for a manual wheelchair. The maximum dimensions of a manual or electric wheelchair are 70 cm wide, 120 cm deep and 145 cm high (including the passenger), with a turning circle of 150 cm.

Reservation of the assistance service will be refused if the dimensions of the wheelchair do not comply with current regulations.

The assistance service for people with reduced mobility and disabilities is in no way an accompaniment and/or supervision service during the journey.

In particular, within the framework of the Service, neither medical care, nor assistance with hygiene, nor paramedical procedures can be carried out for the benefit of the customer at the station or on board the trains.

Assistance does not include, but is not limited to

• taking care of medical equipment drop by drop,
• transporting a person on a stretcher,
• transporting a person in a wheelchair from their wheelchair to their seat. Agents can only help passengers in wheelchairs to transfer from their wheelchair to their assigned seat.

Electric wheelchairs cannot be manipulated.

In addition, all passengers must be able to perform certain basic necessities for themselves (communicating, eating, going to the toilet, etc.), be able to present their ticket and all documents required for their journey (discount card, proof of identity, etc.), be able to follow the instructions given and those that may be given in both normal and disrupted situations by on-board or station personnel, etc.

It should also be noted that the assistance service does not constitute a tourist assistance service, a service to help travelers with strollers, or a service to help carry luggage.

Only staff in charge of the Assistance Service are authorized to handle boarding and disembarking aids present in the station: ramps, manual or electric lifting platforms, etc.

An Accessibility Emergency Line (LUA) is available 24 hours a day, 7 days a week, on 09 72 72 00 65 (free service + call charge). It is reserved for disabled people or people with reduced mobility, only on the day of their trip, when they encounter a difficulty with their assistance service in France.

For journeys from France to other countries, Assist'enGare can book assistance services with foreign rail networks. However, services and access procedures may differ depending on the destination country. Customers can obtain information by calling 3212 or +33 (0)9 72 72 00 92 from abroad (free service + cost of a call) from 8:00 am to 8:00 pm, 7 days a week.

The Service processes personal data intended to manage the provision of assistance services to the Beneficiary.

The data provided is processed by SNCF Voyageurs, a Société Anonyme with capital of 157,789,960 euros, registered with the Bobigny Trade and Companies Register under number 519 037 584, whose registered office is located at 1 rue Camille Moke 93210 SAINT-DENIS, France, for the following purposes:

1) To manage assistance services at stations and on board trains;

2) To access the information necessary for the smooth running of the journey;

3) Inform station and on-board agents (SNCF Gares & Connexions and SNCF Voyageurs agents, third-party companies) of assistance services to be provided for the Beneficiary;

4) Inform agents of the presence of Service Beneficiaries on the train;

5) At the request of SNCF Gare et Connexion's Assist'enGare service, contribute to the management of complaints from disabled persons and persons with reduced mobility;

6) Generate statistics to monitor Service activity;

7) Conduct satisfaction surveys on the Service;

8) Recontact a Customer (notably by e-mail) to inform and remind him/her of the rules for using the Service, or to inform him/her of events that may have an impact on the accessibility of his/her journey.

The lawfulness of the processing relating to purpose 1 is based on the pursuit of a public interest motive (Article 9 g of the "RGPD") on the basis in particular of Regulation No. 1371/2007 of the European Parliament and of the Council of October 23, 2007 on rail passengers' rights and obligations, Law No. 2005-102 of February 11, 2005 and Regulation (EU) No. 1300 / 2014 of the European Commission of November 18, 2014 on technical specifications for interoperability relating to the accessibility of the rail system in the Union for disabled persons and persons with reduced mobility.

The lawfulness of the processing relating to purposes 2 to 5 is based on the performance of the contract, i.e. these GCU accepted by the Beneficiary.

The lawfulness of processing for purposes 6 to 8 is based on the following legitimate interest of the data controller: to identify actions and areas for progress and continuous improvement throughout the service chain (reservation, travel, at the station, on board the train).

All information is reserved for the use of the department(s) concerned and is communicated only to the following recipients:

• Civility, surname, first name, date of birth, telephone number, postal address, e-mail address, file reference, type of assistance are sent to :
  • the TGV-Intercités Operations Department of SNCF Voyageurs ;
  • SNCF Voyageurs Information Systems Department;
  • SNCF Voyageurs IT and marketing service providers;
• Civility, surname, first name, telephone number, file reference, type of assistance are communicated to Chefs de bord, agents and service providers in stations responsible for providing assistance to Beneficiaries with reduced mobility;
• Last name, first name, type of assistance, telephone number, file reference are communicated to the conductors on the trains;
• E-mail address and telephone number are communicated to marketing service providers (to convert customer text messages into e-mails and vice versa).

SNCF Réseau's Accessibility Department may also receive data as part of its contribution to the management of complaints from disabled people and people with reduced mobility.

In accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016, and Law n°2018-493 of June 20, 2018, you have the right to query, access, rectify, limit, port and oppose on legitimate grounds all data concerning you by contacting our Data Protection Officer by clicking here: or by post at the following address: SNCF Voyageurs - Equipe Protection des Données - 1 rue Camille Moke 93210 SAINT-DENIS, France.

You also have the right to address directives in order to define the conditions of use, conservation and communication of these after your death by contacting us by email or by post as indicated above. You also have the right to lodge a complaint with the Commission Nationale Informatique et Libertés (CNIL).

The Beneficiary undertakes to use the Service in accordance with these GCU and acknowledges that in the event of non-compliance with these GCU, assistance services may be refused and the Beneficiary may be held liable.

The Beneficiary acknowledges that he/she is liable for any direct material and/or immaterial damage of any nature whatsoever caused by him/her.

Threats, verbal or physical violence, insults, defamation, contempt or any other offence punishable by law against a member of staff may result in a complaint being lodged and criminal proceedings taken.

For any complaint relating to the reservation or the provision of assistance services, the Beneficiary may fill in the SNCF Gares & Connexions form intended for this purpose, which can be accessed by clicking here.

The invalidity 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 invalidity of the other provisions or the part of the provision not affected by the invalidity.

These GCU are governed by French law.

In the event of any dispute relating to the interpretation, validity or execution of these GCU, the Beneficiary and SNCF Voyageurs agree to use their best efforts to settle the dispute amicably. In the event that an amicable agreement is not reached, any dispute relating to the interpretation or execution of these GCU shall be submitted to the competent courts.