SNCF must resolve the malfunctions of its SNCF Connect application “as quickly as possible”. The instruction comes from the Minister Delegate for Transport, Jean-Baptiste Djebbari, interviewed on Sunday February 13 on CNews. Launched on January 25, twenty years after the Voyages-sncf.com site, which in the meantime became Oui.sncf at the end of 2017, the new SNCF Connect digital application has suffered numerous complaints related to malfunctions.
These inconveniences occur in a complicated period for the SNCF. On February 11, the group noted a computer failure that affected all of its sales channels for several hours. Ticket purchases were unavailable or slowed down, at ticket offices and terminals in stations, and on the site as well as on the SNCF Connect application.
The social climate is no better, while in Ile-de-France, the unions are calling for demonstrations in front of the headquarters of the regional council on Wednesday February 16, worried about the closing of ticket offices in stations, job cuts, and the rise of dematerialization.
Used by 2.5 million people every day, the SNCF Connect application should undergo repairs. Franceinfo takes stock.
1What is this “all-in-one” app?
SNCF Connect took over from the group’s other applications on Tuesday 25 January. SNCF Connect was designed by SNCF Connect & Tech, the digital subsidiary of SNCF Voyageurs created at the start of 2021. The solution was expected by users: of the 1.2 million customer returns analyzed, 84% of them requested an app ” all in one”, according to the press kit.
Designed as a digital one-stop shop, the SNCF Connect application merges two applications: one for ticket sales (Oui.sncf), the other for real-time traffic information (the SNCF Assistant, on local trips). The Oui.sncf website has also become Sncf-connect.com.
“It’s the gateway to all forms of mobility”summarized Christophe Fanichet, CEO of SNCF Voyageurs, guest of franceinfo on January 25, 2021. In a Press releasehe was pleased with this service “bringing together purchasing, timetable consultation, after-sales service and subscriptions, using the latest technologies such as artificial intelligence”.
More than 100 million possible routes are displayed, including TER, TGV, Intercités and international trains.
2What are the problems encountered?
The promise was not kept. “Basically, there are features that have disappeared”notes Bruno Gazeau, the president of the National Federation of Transport User Associations (Fnaut), interviewed by AFP.
In fact, it is no longer possible to choose a stage in one’s itinerary or make more than two connections, to compare prices according to train timetables, or to save one’s loyalty card elsewhere on the telephone. Other criticisms relate to difficulties in modifying online reservations or the disappearance of ticket storage on iPhones.
The messages “An unknown type error has occurred” have also multiplied. Something to inspire internet users, especially on Twitter. The comedian Tanguy Pastoureau proposed that “Train ticket booking via the SNCF Connect app becomes an Olympic discipline”.
I propose that the reservation of train tickets by the SNCF Connect app becomes an Olympic discipline.
— Tanguy Pastureau (@TanguyPastureau) February 4, 2022
Another Internet user made fun of the lack of simplicity of the interface, comparing it to that of the Minitel.
Not bad the update of SNCF CONNECT pic.twitter.com/hDnXRI6l4S
— Juju railwayman (@Juju2Lyon) February 11, 2022
More disturbing, the “intuitive” search bar offers incongruous and irrelevant routes. By typing “Paris Dijon” for example, the application sends rue de Dijon to Paris, but does not offer a route from Paris to Dijon. And this is not an isolated case. For a Paris-Toulouse search, the app suggests going to Barrière de Paris in Toulouse, or rue Toulouse-Lautrec in Paris.
On Twitter, a user also jokes about a Nantes-Paris route … in 52 minutes on foot.
Sncf Connect: there would be a problem…?
Nantes Paris 52 mins walk pic.twitter.com/WmBJQmHGKN— deltafoot (@deltafoot1) February 7, 2022
Another offered in a light tone to launch a start-up competitor to the SNCF. But these alternatives do exist. According to the newspaper The world, the alternative Trainline or Kombo applications have largely benefited from bugs in the SNCF Connect application. Trainline has thus stated that SNCF ticket sales on Trainline have increased by 50% compared to the three weeks preceding the SNCF Connect update.
For its part, the SNCF ensures that it has not lost any customers in the transition. Six million tickets have been sold since the launch of SNCF Connect, following an ordinary average rate. “The transition is going well for a large majority of people”a spokesman told AFP on February 7.
3How is the SNCF defending itself?
“Perhaps we did not support this transition enough”recognized the CEO of the SNCF, Jean-Pierre Farandou, Friday, February 11 on RTL. “We changed the navigation logic, it can be a little disturbing”he added, adding that he had to get used to it himself.
The operation had nevertheless been prepared. In June 2021, an Alpha version was launched involving 5,000 customers and employees (course tests, interfaces, etc.). Then in November, a Beta version was tested by more than 4,000 people: customers, employees, SNCF agents and user associations.
A page “SNCF-connect: we tell each other everything was released on February 12 to round up the company’s answers to the most frequently asked questions. According to information from franceinfo, 220 people are working to respond to it.
4When will the issues be resolved?
SNCF CEO Jean-Pierre Farandou promised on Friday on RTL that improvements would be made by the end of March. “We have already made 50 modifications in two weeks, we still have a hundred modifications that we will make in the coming weeks”assured Jean-Pierre Farandou, promising improvements “in a few weeks”.
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