SNCF Targeted for Discriminatory Customer Practices

SNCF Fined €3,000 for Mandatory “Monsieur” or “Madame” Ticketing

Paris, France – France’s national railway company, SNCF, has been ordered to pay €3,000 to an LGBTQI+ association following a ruling that its ticketing system illegally compelled customers to declare their civility as “Monsieur” or “Madame.” The Council of State, France’s highest administrative court, upheld a European Court of Justice (CJEU) judgment stating that such a requirement is not “necessary” for providing transport services.

The legal challenge was initiated by the Mousse association, an advocate for LGBT+ rights, which argued that the mandatory civility selection on the SNCF Connect website and app violated data protection regulations, specifically the General Data Protection Regulation (GDPR). Mousse contended that forcing customers to disclose this facts, and the subsequent processing of that data, was an unnecessary invasion of privacy.

The CJEU, in its January 9, 2025, decision, clarified that while personalizing commercial communication might be a goal, forcing the disclosure of civility is not essential for fulfilling a transport contract. The court emphasized the principle of “data minimization,” which mandates the collection of only necessary information for a requested service. While acknowledging that certain services, like women-only sleeping compartments, might require sex-related data, the CJEU ruled this did not justify a blanket requirement for all SNCF services.

The Council of state, in its ruling, agreed that the systematic collection of civility data solely for commercial relationship personalization cannot be considered necessary for executing a rail transport contract. The court stated that the obligation imposed on customers goes beyond what is strictly required to serve the legitimate interests of SNCF Connect.

This case originated from a complaint filed by Mousse with the National Commission on Informatics and Liberty (CNIL) in March 2021. After the CNIL rejected the complaint, Mousse escalated the matter to the Council of State, ultimately leading to the impactful ruling against the railway giant.

What specific data points should SNCF release regarding it’s dynamic pricing algorithms to demonstrate fairness and address concerns of algorithmic bias?

Allegations of Bias in Ticketing and Service

The Société Nationale des Chemins de fer Français (SNCF), France’s national railway company, is facing increasing scrutiny over allegations of discriminatory practices impacting passengers. These concerns range from perceived bias in ticket pricing and availability to differential treatment during service disruptions and accessibility issues. The core of the issue revolves around accusations that certain groups – including, but not limited to, travelers of color, those with disabilities, and individuals perceived as belonging to lower socioeconomic backgrounds – are systematically disadvantaged when utilizing SNCF services.This has sparked debate around railway discrimination, transport inequality, and the need for greater passenger rights within France.

Examining Ticket Pricing Discrepancies & Dynamic Pricing

A significant portion of the complaints centers on dynamic pricing models employed by SNCF.While dynamic pricing isn’t inherently discriminatory,critics argue its implementation disproportionately affects certain demographics.

Last-Minute Booking Penalties: Individuals who may have less versatility in planning travel – often those with lower-paying jobs or unpredictable schedules – are frequently forced to pay significantly higher prices for last-minute tickets. This creates a financial barrier to travel.

Regional Disparities: Reports suggest higher ticket prices for routes serving predominantly minority or low-income areas, even when distances are comparable to more affluent routes. This raises concerns about geographic discrimination.

Algorithmic Bias: The algorithms driving dynamic pricing are opaque, leading to suspicions of unintentional (or intentional) bias. There’s a growing call for transparency in how these algorithms function and the data they utilize. SNCF Connect (the primary booking platform) is under pressure to demonstrate fairness.

Premium Pricing for Peak Travel: While understandable, premium pricing during peak travel times (holidays, weekends) can exacerbate existing inequalities, making rail travel inaccessible for many.

Accessibility Concerns & Disability Rights

Accessibility for passengers with disabilities remains a major point of contention. While SNCF has made improvements, significant gaps persist.

Station Accessibility: Many older stations lack full accessibility features, including elevators, ramps, and accessible restrooms. This limits independent travel for individuals with mobility impairments.

Train Accessibility: Not all trains are equipped with accessible features, and even those that are may experience malfunctions. Accessible rail travel in France is still not universally guaranteed.

Assistance Requests: Passengers requiring assistance often report difficulties in securing timely and adequate support. Delays and inadequate staffing are common complaints.

Information Accessibility: information regarding accessibility features and assistance services is often tough to find or understand, notably for non-French speakers. This impacts inclusive transport.

Reported Incidents & Case studies

Several high-profile incidents have fueled the accusations of discrimination.

2023 Marseille Incident: A Black passenger alleged being unfairly targeted by ticket inspectors in Marseille, claiming he was subjected to excessive scrutiny and racial profiling. This case received significant media attention and prompted calls for an investigation.

ongoing Complaints Regarding Assistance: Numerous reports detail passengers with disabilities being left stranded on platforms due to lack of assistance, or being denied boarding due to inaccessible train cars. These are often documented on social media and advocacy group websites.

The “Carte Avantage” Controversy: Some users have reported discrepancies in the benefits received through the “Carte Avantage” (discount card), suggesting that certain demographics are offered less favorable terms. While difficult to prove definitively, these claims contribute to the perception of unfairness.

SNCF’s Response & Ongoing Investigations

SNCF has publicly acknowledged the concerns and stated its commitment to combating discrimination.

Internal Audits: The company has launched internal audits to review its pricing policies and accessibility practices.

Employee Training: SNCF is implementing diversity and inclusion training for its employees, focusing on unconscious bias and respectful customer service.

Collaboration with Advocacy Groups: SNCF is engaging with disability rights organizations and anti-discrimination groups to identify areas for improvement.

Increased Transparency: Promises have been made to increase transparency regarding dynamic pricing algorithms and accessibility information. Though, concrete changes have been slow to materialize.

Regulatory Scrutiny: The French government and regulatory bodies are increasing their oversight of SNCF’s practices, with potential for fines and sanctions if discriminatory behavior is confirmed. The RATP (Paris public transport) is also facing similar scrutiny.

Practical Tips for Passengers Facing Discrimination

If you believe you have experienced discriminatory treatment while traveling with SNCF:

1. Document everything: Keep detailed records of your journey, including ticket information, times, locations, and any interactions with SNCF staff.
2. File a Complaint: Submit a formal complaint to SNCF through their website or customer service channels.
3. Contact Advocacy Groups: Reach out to organizations specializing in passenger rights or anti-discrimination advocacy.
4. Seek Legal Advice: If you believe your rights have been violated, consult with a lawyer specializing in discrimination law.
5. Report to Regulatory Bodies: File a complaint with the relevant French regulatory authorities.

The Future of Fair Rail Travel in France

Addressing these allegations requires a multi-faceted approach. Greater transparency in pricing algorithms, significant investment in accessibility infrastructure, robust employee training, and independent oversight are all crucial steps.The ongoing debate surrounding SNCF discrimination highlights the need for a essential shift towards a more equitable and inclusive rail system in France. The focus must be on ensuring that rail travel is accessible and affordable for all citizens, regardless of their background or abilities. French rail travel should be a source of pride, not a source of inequality.