SNCF has pledged to "hear and listen" to users after receiving widespread criticism of its new SNCF Connect app, launched on January 25.
The digital tool will be improved to correct any malfunctions.
“We have not lost any customers, welcomed a spokesperson for SNCF Voyageurs on Thursday.
The French found themselves there.
It goes well for a large majority of people.
The volume of business indeed remained stable with the change of platform and increased with the approach of the February holidays.
#SNCFConnect is the new reflex for your everyday trips like big days 📲 When are we leaving?
— SNCF Connect (@SNCFConnect) January 28, 2022
Ticket display bugs
The SNCF Connect site and application have recorded 2.5 million visits per day since their launch.
The app has been downloaded 400,000 times in addition to millions of updates to the old version.
However, the company has come under considerable criticism, with customers complaining of multiple bugs such as the loss of traveler files or problems reading QR codes.
Others have noted difficulties in accessing a ticket to cancel it.
More generally, the ergonomics of the new application has been undermined.
"When we offer a service that is so new, [...] we expected it to change people's eyes, and it's perfectly normal" to make people unhappy, said the SNCF spokesperson.
Already about thirty corrections
The SNCF has set up a priority line to find travel files.
As for the new features and the company's "biases" (intuitive search engine and midnight blue background), they were either requested by customers or "were acclaimed" during the test phase, added a door- word.
Thirty corrections and improvements have already been put online in one week, including the improvement of the display of QR codes.
"We will continue to add new features that are requested by customers," said a spokesperson.
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