Europe 1 with AFP 10:24 a.m., February 11, 2022

Since the launch of the new SNCF Connect application in early February to book train tickets or find a trip in real time, users have been expressing their dissatisfaction.

Difficult to use, files not found, incorrect identifiers... SNCF CEO Jean-Pierre Farandou has promised improvements by March.

SNCF CEO Jean-Pierre Farandou promised on Friday that improvements would be made by the end of March to the new SNCF Connect application, heavily criticized for its lack of ergonomics and its malfunctions.

"I see that there are some customers who are not satisfied. We will process all requests," said Mr. Farandou on RTL, referring to the concert of critics who have notably rocketed on social networks since its launch on January 25.

Things resolved in February or March

"I remind you that the goal is to make things easier," he said.

"Perhaps we did not support this transition enough."

"We changed the navigation logic, it can be a little disturbing," noted the manager, adding that he had to get used to it himself.

Among the recurring criticisms, the "intuitive" search bar, which asks the customer to type "a destination, request...".

For those who type "Paris Dijon", for example, it sends rue de Dijon to Paris, but does not offer a route from Paris to Dijon.

"We have already made 50 modifications in two weeks, we still have a hundred modifications that we will make in the coming weeks", assured Mr. Farandou, promising improvements "within a few weeks".

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"February, March...things will be resolved," he said.

"I would also like to thank the customers for all the feedback they give us, because thanks to them we will improve this application," he added.

SNCF Connect is essentially the result of the merger of oui.sncf (the commercial site) and L'Assistant SNCF (the information application, especially oriented towards local travel).

Lost Travelers Records

In addition to the search engine, the criticisms relate above all to the loss of traveler files, problems reading ticket QR codes, fanciful itinerary proposals, the impossibility of making more than two connections or of choosing a stage, the disappearance of price comparisons, the impossibility of using the Wallet of iPhones to store tickets, difficulties in accessing a ticket to cancel it or the very dark background chosen for the app.

SNCF Voyageurs, which says it has not lost any customers in the transition to SNCF Connect, has strengthened its customer service.