Conditions générales d'utilisation et de confidentialité du compte client OUIGO

The OUIGO Customer Account is a service implemented by SNCF Voyageurs enabling the creation and use of a personal account, accessible from several OUIGO – SNCF Voyageurs Sites and Applications, with the same identifier and the same password. This account notably enables the User to view and amend their personal data and the data relating to their interactions with OUIGO – SNCF Voyageurs (journeys, services, after-sales, etc.) with the aim of simplifying their arrangements before, during and after their train journeys.

These General Terms of Use and Privacy of the OUIGO Customer Account (hereinafter the "General Terms") fall within the scope of, and supplement, the general terms and conditions of sale of SNCF Voyageurs – OUIGO offers.

The purpose of the General Terms is to define (i) the conditions for creating a OUIGO Customer Account and (ii) the arrangements according to which the data available via the OUIGO Customer Account is collected, made accessible and used by the User, SNCF Voyageurs and partners.

The User (hereinafter the "User") is defined as any holder of a OUIGO Customer Account or any person logging on to the sites https://www.ouigo.com (ouigo.com) or https://www.ventes.ouigo.com (ouigo.com) (hereinafter "the Site") for the purpose of creating a OUIGO Customer Account.

From November 2022, authentication to the OUIGO Customer Account may be carried out via the "Mon Identifiant SNCF" authentication module.

This enables OUIGO customers to log in to their account using the same login credentials as on most other SNCF Voyageurs and partner sites and applications. Details of the sites and applications concerned are available in the General Terms of Use of Mon Identifiant SNCF.

For customers creating a new OUIGO Customer Account from the point at which this service is introduced on the OUIGO sites and application: this is offered to them automatically, and there will be no migration in this case.

For other customers, migration takes place under the following conditions:

• For customers who already held a OUIGO Customer Account AND a Mon Identifiant SNCF account before this service was introduced on the OUIGO sites and application: migration is carried out by default. It aligns the customer's credentials across each digital space compatible with Mon Identifiant SNCF.
• For customers who already held a OUIGO Customer Account before this feature was introduced on the OUIGO sites and application, but who did not hold a Mon Identifiant SNCF account: migration can only take place with the customer's acceptance. This migration is offered to the customer when logging in to their account, at a frequency determined by SNCF Voyageurs.

For customers with access to the Mon Identifiant SNCF service and for the services described in the table below, the General Terms of Use of Mon Identifiant SNCF apply. These are available by clicking on this link.

The data accessible from the OUIGO Customer Account is as follows:

• The User's personal data (surname, first name, e-mail address) in accordance with Article 8 of these General Terms
• Data relating to the User's OUIGO rail journeys (taken and upcoming);
• Declared or calculated preferences (journeys, travel companions, etc.); Preferences regarding marketing communications relating to OUIGO and/or its partners;
• Unique code associated with the voucher offered to and used by the User.

It is however specified that these terms only concern data relating to rail passengers for the OUIGO offer.

The data referred to in 3.1 is collected from the following sites and applications (hereinafter the "Sites and Applications") by SNCF Voyageurs in its capacity as Data Controller in accordance with the provisions of Article 8 hereof:

• The My OUIGO Customer Account site available on the following sites: ouigo.com, ventes.ouigo.com, ventes.ouigo.com/login-compte-client-ouigo
• The OUIGO mobile application,

The data referred to in 3.1 is also collected from the data entered by the User when purchasing OUIGO rail journeys.

Data relating to OUIGO rail journeys taken by the User prior to acceptance of these General Terms on the channels referred to above will, where applicable, automatically be visible in the relevant section.

The content of the services offered as part of the OUIGO Customer Account is as follows:

• Creation of a OUIGO Customer Account;
• Changing password;
• Resetting a forgotten password;
• Viewing and amending personal data retained for the period necessary for the purposes of personal data processing, as set out in Article 8 of these General Terms;
• Viewing and amending travel preferences (journeys, travel companions, etc.);
• Viewing and amending subscriptions to electronic communications;
• Viewing past and upcoming rail journeys, including details of passengers accompanying the User, where applicable;
• Viewing vouchers held.

Users may access the OUIGO Customer Account from the Sites and Applications referred to in Article 3.2 above. Users then benefit from all of the services referred to in Article 4 above.

Users access the OUIGO Customer Account in accordance with the specific rules governing each of the Sites and Applications concerned from which they log in to their Account.

The information and services which the User can access via their OUIGO Customer Account may vary depending on the Site or Application from which they log in.

Gateways between the various Sites and Applications offering the OUIGO Customer Account have been put in place to enable the User to carry out the operation they wish to perform.

The creation of a OUIGO Customer Account is reserved for Users aged at least 15 who have ticked the box "I am 15 years old or over". The User guarantees to SNCF Voyageurs, at the time of creating the OUIGO Customer Account, that they are at least 15 years old.

The User is informed that, should an account be created by a user under the age of 15 despite having ticked the box above, SNCF Voyageurs reserves the right to suspend or terminate their Customer Account, subject to reasonable notice.

To create their OUIGO Customer Account, the User must complete the dedicated form, providing the following mandatory information:

• A valid e-mail address not used for another customer account on any of the OUIGO – SNCF Voyageurs Sites or Applications;
• A password;
• Their surname and first name.

The User may be asked to optionally provide their title and mobile telephone number on the Sites and Applications at the time of creating the Account.

To confirm their request to create a OUIGO Customer Account, the User must validate the OUIGO Customer Account creation form by accepting the "General Terms of the OUIGO Customer Account".

The User is then informed that an e-mail containing a temporary password has been sent to the e-mail address they have chosen as their identifier, and that they must click on this link within 48 hours to finalise their registration. If the User does not click on this link within 48 hours, the OUIGO Customer Account is not created. In this event, the personal data required to create the account is deleted by the Data Controller.

Final validation of the creation of the OUIGO Customer Account constitutes full and unreserved acceptance of these General Terms of the OUIGO Customer Account, registration becoming final once the User has clicked on the validation link.

The User's identifier for logging in to their OUIGO Customer Account is the e-mail address entered at the time of creating the OUIGO Customer Account.

When creating the OUIGO Customer Account, the User chooses their password.

These login details and passwords enable the User to access and manage their OUIGO Customer Account.

The rules governing the creation of a password are as follows:

• It must consist of at least 8 characters;
• It must contain at least one lower-case letter, one upper-case letter, one number, one special character, and must be different from the username.

Once creation of their OUIGO Customer Account has been finalised, the User is informed, by means of a confirmation window and an e-mail, that their account has been successfully created.

If the User forgets the password to their OUIGO Customer Account, the Site gives them the option to reset that password. To reset a new password, the User must:

• Select the "Forgotten password" link on the Site's login page, then,
• Enter the identifier for their OUIGO Customer Account, which is the e-mail address recorded by the User when the OUIGO Customer Account was created.

An e-mail is then sent to the User at this address. The User must then follow the instructions contained therein to reset their password.

After 5 incorrect attempts to enter the identifier and/or password of the OUIGO Customer Account, access to the Account is temporarily blocked for 10 minutes. After this period, the User may attempt to log in again. They may also reset their password via the "Forgotten password" link available on the login page.

The personal data provided by the User is collected and processed by SNCF Voyageurs in its capacity as Data Controller, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, applicable from 25 May 2018, and with Law No. 2018-493 of 20 June 2018.

The provision of the OUIGO Customer Account is intended to provide the customer with personalised support for their purchases/journeys. Indeed, the customer will be able, within their OUIGO Customer Account, to access their past and forthcoming bookings, to save their bank card(s), their favourite station, their journeys and their favourite passengers. The customer may also amend their personal data at any time (with the exception of their email address) and may consult their vouchers. Within the framework of registration on the waiting list in the event of a fully booked train, the OUIGO Customer Account also enables the automatic insertion of the email address registered in the account into the waiting list registration form.

The legal basis for this processing is the performance of the contract, namely these General Terms.

The personal data entered when creating the account are as follows:

• Title (mandatory field)
• Surname (mandatory field)
• First name (mandatory field)
• Email address (mandatory field)

Where a ticket is purchased whilst logged into the OUIGO Customer Account, the following data will also be requested:

• Telephone number (optional field), in order to inform you more easily and more quickly than by email in the event of a disrupted situation before or during your journey, pursuant to Regulation (EC) of the European Parliament and of the Council of 23 October 2007 on rail passengers' rights and obligations, and more specifically:
• Article 8 thereof "Travel information"
• Annex II thereof concerning the minimum information to be provided by railway undertakings and/or ticket vendors.
• Postcode (optional field), in order to identify your catchment area, that is, the region from which your purchases originate, and to personalise the marketing campaigns addressed to you according to the commercial prospecting preferences you indicated when creating your account.
• Favourite passengers: The saving of favourite passengers in one's customer account is the responsibility of the User holding the OUIGO Customer Account, who warrants to SNCF Voyageurs that they have obtained the consent of the passengers concerned for such storage. To this end, the User must have ticked the box "I undertake to have obtained the consent of my favourite passenger, or of their legal representative, so that this information appears in my customer account, and to avoid entering it again when I make my next booking". SNCF Voyageurs does not store any contact details (email address or telephone number) for favourite passengers.
• Past bookings

Your past bookings are also saved in the customer account, subject to the retention periods set out below :

• Customer data entered when creating the account, data of accompanying persons and data of favourite passengers : Until the account is deleted at the User's request or after a period of 3 years in the event of the User's inactivity 
• Past bookings : 1 year 
• IP address : 30 minutes

Bank data is also collected. For further information concerning the rules applicable to this collection, please refer to the "legal notice" tab within the page relating to payment and the entry of your bank details.

The recipients of personal data are as follows: 

1. Internal recipients :
   1. Data Processors OUIGO Customer Relations Department and authorised ACST agents solely for the purpose of responding to the requests and complaints of these customers 
2. Subcontractors : 
   1. Sqills: The customer account data is hosted in the S3 software package (inventory system) of the publisher Sqills. 
   2. Sqills is also in charge of communications by email and satisfaction campaigns. 
   3. QlikSense: The data is also stored in QlikSense, which is the graphical reporting tool for the data stored by the S3 software package.

A so-called "session" cookie may be collected for the duration of the browser session (that is, until the User closes their browser). The purpose of this cookie is to retain the last search carried out by the User in order to avoid the need to re-enter it when returning to the homepage. It is therefore a browsing session cookie. 

Pursuant to Article 6 of "Deliberation No. 2019-093 of 4 July 2019 adopting guidelines relating to the application of Article 82 of the amended Law of 6 January 1978 to reading or writing operations in a user's terminal" of the CNIL, these cookies are exempt from the User's consent insofar as their exclusive purpose is to "enable or facilitate electronic communication".

If you hold a customer account, you may carry out most of these operations directly by logging into your customer account (deletion of the customer account, objection to communications or rectification of data, except for the email address). Otherwise, you may send your requests by clicking here or by post to: 

SNCF Voyageurs – Data Protection Team 

2, place de la Défense – 92053 Paris La Défense 

You also have the right to withdraw your consent at any time, without affecting the lawfulness of the processing carried out before such withdrawal. Finally, in the event of a complaint, you may contact the Data Protection Officer (at the contact details indicated above). You also have the right to lodge a complaint with a supervisory authority (CNIL) and the right to determine the guidelines applicable to the retention, erasure and disclosure of your data after your death.

These General Terms shall enter into force upon the creation of the OUIGO Customer Account by the User or upon the User's login from one of the Sites or Applications authorised to offer it, following acceptance by the User of these General Terms.

The creation of an OUIGO Customer Account is subject to acceptance of, and compliance with, these General Terms by the User. 

SNCF Voyageurs reserves the right to make amendments to the General Terms, in particular owing to the evolving nature of the Services, which may be discontinued or amended as regards their features, subject to prior notice to the Customer within a reasonable period before the amendments are implemented. 

However, any significant amendment to the General Terms shall be submitted to the User, who must accept it in order to continue to access and use the OUIGO Customer Account.

The User is solely responsible for the consequences that may result from the disclosure of their login details and password, as well as of the information necessary for the creation and consultation of an OUIGO Customer Account. 

Accordingly, SNCF Voyageurs may under no circumstances be held liable for any use that may be made thereof by a third party. 

The User undertakes to preserve the confidentiality of their login details and password. 

The User acknowledges that the provision of accurate information when creating their OUIGO Customer Account is essential for the proper provision of the Services. 

The User is solely and exclusively responsible for the information provided when creating and consulting their OUIGO Customer Account, and in particular for the incorrect entry of such information, and for any damage they suffer resulting from the loss, theft or fraudulent use of passwords and login details. In this respect, the User undertakes to provide information concerning themselves that is up to date, complete and accurate, both when creating and when consulting their OUIGO Customer Account. SNCF Voyageurs' liability may not be engaged in the event of the provision of incorrect information by the User. 

In the event of the loss, theft or disclosure of items likely to enable a third party to become aware of the User's login details and password, or in the event of the use of their login details and password by an unauthorised third party, the User must immediately contact SNCF Voyageurs so that their password may be changed.

Under no circumstances may SNCF Voyageurs' liability be engaged for:

• The impossibility of accessing the OUIGO Customer Account following a network failure, a server malfunction or a case of force majeure, for the period necessary for maintenance;
• Damage to or alteration of the User's equipment, including but not limited to computer equipment, mobile terminals or mobile telephones, following the installation or use of the OUIGO Customer Account. 

SNCF Voyageurs reserves the right to suspend the availability of the service, in particular for the purposes of preventive, evolutive or corrective maintenance operations. In the event of a service interruption, SNCF Voyageurs undertakes to inform Users by any means and shall use all reasonable means to remedy this as soon as possible. 

The User acknowledges that the service is provided by means of the Internet and mobile networks and, consequently, that factors outside the reasonable control of SNCF Voyageurs may affect the quality and availability of the service.

Should any part of the provisions of these General Terms prove to be unlawful, invalid or unenforceable for any reason whatsoever, the term or terms in question shall be deemed non-existent and the remaining terms shall retain their full force and effect and shall continue to apply. Terms deemed non-existent shall be replaced by a term or terms that most closely approximate, in content, the clause that has been annulled. 

Given the international dimension of the Internet network, SNCF Voyageurs reminds Users that they must comply with all mandatory and public policy rules applicable in the country in which they reside.

The account shall remain in existence until it is deleted at the User's request or after a period of three years in the event of the User's inactivity. 

The User may also terminate their customer account by sending an email to the email address indicated in Article 8.3.

You are logged into the OUIGO Customer Account, a service operated by SNCF Voyageurs SA, with a share capital of 157,789,960 euros, registered with the Bobigny Trade and Companies Register under number 519 037 584.

These Terms of Use are governed by French law. 

Given the international dimension of the Internet network, SNCF Voyageurs reminds the User that they must comply with all mandatory and public policy rules applicable in their country of residence.

 The User agrees that any dispute relating to the interpretation and/or performance of these General Terms shall, insofar as possible, be settled through amicable negotiations. Failing this, and within the limits of applicable law, the dispute shall be submitted to the court of the defendant's place of residence.