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How the SNCF encourages its counter clerks to retrain

The carrier and travelers favor online train ticket sales. Employees adapt.

This is one of the consequences of the health crisis: for almost two years, e-commerce has experienced a phenomenal boom. SNCF is no exception: “This year, we will have sold 65% of our TGV tickets on our site or our app, compared to 55% in 2019», Underlines Anne Pruvot, general manager of e-travelers SNCF. For TER tickets, a little less than one in two sales is now digital, compared to nearly 30% two years ago.

This revolution inevitably impacts the counter clerks. “The SNCF does not stop cutting counter clerk jobs”, says Sabine Le Toquin, national secretary of CFDT-cheminots. In 2020, there were only 3,232 staff assigned to SNCF sales against 3,511 a year earlier, a decrease of 7.9%.

With the rise of digital, SNCF tends to reduce its sales areas. In small and medium-sized stations, they are closing them more and more. At Le Creusot, which hosts TGVs, there has been no ticket office for five years.

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