Edited by Aurélien Fleurot, Mélanie Faure
Changed as
09:19, February 02, 2022
SNCF Connect, the Railway Board’s new application, has left users confused. Despite the promises of simplicity, many customers express their dissatisfaction, especially on social media. Regular use is less practical or less aesthetic … but above all there have been repeated technical issues since it came online last Tuesday.
Lots of bugs
In the case of customers who have already booked through the oui.SNCF site or application or have not created an ID, it is not possible to locate or replace the travel file by line, as Sonia did before with a few clicks. , Met Carre de Leon in Paris and left the ticket office with a piece of paper in hand, whereas everything usually happens on his smartphone.
He explains to Europe 1 that the person at the counter said that there were “a lot of errors and that it was normal and he had to download the application again”. Despite going to the box office, his ticket “has not yet appeared SNCF Connect, I’m carrying a small piece of paper, it’s complicated, “he laments.
An interface that separates
Going a few more meters, on the front of the Gare de Lyon, many customers explain their surprise at the start, but are already accustomed to the new app. For example, Manon prefers new colors like blue and black. Antoine explains for its part that he prefers the classic search with departure / arrival / date boxes but quickly adapts to the new version “without problems”.
A tenderness that is very complicated to find on the internet. The rise of dissidents on social networks, especially on Twitter or in the app stores, in the comments about the Play Store or App Store, continues for a week. The SNCF anticipated these difficulties and increased its dedicated customer service staff by 30% for the event. Very busy staff, “you have to do a lot of teaching”, we recognize locally.
Corrections are ongoing or have already been made
For example, some phones have problems with unreadable QR codes, which can be fixed by updating the application. Other Internet users have complained about the lack of connection between SNCF Connect and Apple Wallet, a virtual wallet that allows you to combine documents and transportation tickets, which will be fixed “in February”. Finally, users with a TGV Max subscription of 79 euros per month will not be able to see any tickets in French unless their phone is configured.
SNCF Connect & Tech recalls that as of January 25, more than 300,000 tickets had been purchased and “more than 7 million tickets were automatically detected when launched by customers”.
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