For the purposes hereof, the following terms are defined as such, and may be used interchangeably in the singular or in the plural:

•  "Assist'enGare": refers to the unique national platform for booking assistance or alternative services for disabled persons or persons with reduced mobility on passenger rail transport services. This also includes the management of customer complaint requests relating to the booking or assistance service, as well as the customer information journey on the Gare&Connexions website
• "Eligible Person": a person holding a disability card (or Disability Inclusion mobility card) where the degree of disability recognised by the MDPH is at least 80%, or a person using their own wheelchair at the station and also a person holding an assistance supporting document validated by Assist'enGare (decree no. 2023-1260 implementing the unique booking assistance platform).
• "Person with reduced mobility": any person whose mobility is reduced, when using means of transport, due to any physical disability (sensory or motor, permanent or temporary) or any intellectual disability or impairment, or any other disability, or age, and whose situation requires appropriate attention and adaptation to their particular needs of the service made available to all travelers.
• “Service beneficiary”: any person using or receiving an Accès Plus Transilien assistance service (with or without a reservation).
• “Application”: corresponds to the “SNCF Andilien” mobile application developed by SNCF Voyageurs and financed by Île-de-France Mobilité;
• “Accessible station”: Station allowing people with reduced mobility to access the station to the train with or without assistance (information available on the transilien.com website or at the station).
• “User”: any person who occasionally or regularly uses the functionalities of the Application and, regardless of the terms of their connection, if necessary, creates an Account;

Accès Plus Transilien is a free service that provides travel assistance between at least two (2) stations in the Île-de-France region. It is offered by SNCF Voyageurs (Activité Transilien), a public limited company registered with the Bobigny Trade and Companies Register under number 519 037 584, having its registered office at 4 rue André Campra in Saint Denis (93200). 
By using the Accès Plus Transilien service and/or the SNCF Andilien application, the Beneficiary of any assistance service accepts these General Terms and Conditions of Use (GTCU) and undertakes to comply with them. 
The guaranteed assistance service is exclusively reserved for Eligible Persons who have registered for the Accès Plus Transilien service and who have booked assistance for a journey with the Assist'enGare service managed by SNCF Gares et Connexions. 
Acceptance of a travel proposal following one (1) initial booking with the Assist'enGare service is equivalent to acceptance of these GTCU. 
The GTCU of the Accès Plus Transilien service can be consulted online at www.transilien.com ("getting around" and "accessibility" section).
These general terms and conditions of use are subject to change (in particular as a result of any government directives, as was the case during the COVID 19 health crisis). 
In this case, the new terms and conditions of the Accès Plus Transilien service will be posted on the Transilien website. 

1. Assistance service with reservation

1.1. Eligible Persons

The assistance service with reservation as described in Article 2 is guaranteed, is exclusively open to people with disabilities (motor/cognitive or psychic/hearing/visual/disabling illnesses) who are only:

• holders of a disability card (or disability inclusion mobility card) whose degree of disability recognized by the MDPH is at least 80%,
• or disabled people arriving at the station with their own wheelchair

Minors must be accompanied by an adult (18 years or older). To travel, the Eligible Person must have an appropriate and valid ticket.

If a ramp is necessary for boarding and/or alighting the train and the Eligible Person does not wish to seek assistance from SNCF staff or authorized subcontractors, SNCF Transilien declines all responsibility in the event of a damaging event or accident.

1.2.    Journeys eligible for the guaranteed assistance service
All journeys booked with the Assist'enGare service made
between at least 2 accessible stations open to the Navigo travel card, i.e. located in the Île-de-France region, are guaranteed:
•    For wheelchair users and holders of a card for a degree of disability >=80%, every day from the 1st to the last train
•    For other persons with reduced mobility with a supporting document, when staff are present in stations.
If the station is not accessible, assistance is guaranteed:
•    For wheelchair users and holders of a card for a degree of disability >=80%, every day from the 1st to the last train
•    For other persons with reduced mobility with a supporting document, if the assistance is compatible with the need for assistance and only when staff are present in stations. 
2.    The Accès Plus Transilien service without booking  
The Accès Plus Transilien service offered at stations without booking remains subject to the following conditions:
2.1.    Persons who do not wish to make a booking with the Accès Plus Transilien service can go to the station themselves to travel by train between accessible stations (list attached) in the Île-de-France region.
Assistance is then only possible during the hours when the assistance service is available (information can be consulted online at www.transilien.com, under the section "getting around" and "lines and stations" "find a transilien station"), by approaching staff in stations or by calling the Assist'engare service).

2.2. In other stations (those that are not accessible), and for persons with reduced mobility who are not eligible for the booking service (as set out in Article 1.1), SNCF Transilien staff, or those of authorised subcontractors, will do everything possible to meet the needs of a customer with reduced mobility wishing to travel, in compliance with safety regulations and according to existing technical possibilities.

 
3. The conditions for providing assistance service services

        Exclusion: Whether the service is delivered as part of a reservation or not, neither medical care, hygiene assistance, nor paramedical procedures can be provided by SNCF agents or service providers.
No carrying of any person whatsoever is guaranteed. Transporting a person in a wheelchair from their chair to their seat by hand is not part of the assistance service.
The agent is not authorized to handle the electric wheelchair except in the event of an emergency involving the safety of the person. . Personal needs such as the purchase of food, drink, accompaniment in shops, transporters' points of sale, presentation of the ticket or documents necessary during the trip and service at the station (toilets, etc.) are not not possible within the scope of the service.

        Luggage and animals

• Animal: only the service dog accompanying the person with a disability is authorized
• Baggage: One (1) piece of baggage is allowed within the limit of 15 kilos on all stages (except in the case of a stage on the RATP network where the baggage remains the responsibility of the customer). The baggage of accompanying persons is under their own responsibility.

In the absence of compliance with these conditions, the assistance service cannot be delivered.

4.  The Assist'enGare service from SNCF Gares et Connexions

The terms and conditions of use of the Assist'enGare service are available on the Gares et Connexions website: 
https://www.garesetconnexions.sncf/fr/assistance-voyageur-handicape/conditions-utilisation-assistance-PMR
Assist'enGare's mission is to:
•    inform passengers about assistance services,
•    enable requests to book assistance services,
•    allow, in certain cases, the modification or cancellation of assistance services,
•    collect, for processing, complaints relating to assistance services booked via Assist'enGare. These complaints may be processed either directly by SNCF Gares&Connexions, or with the contribution of Carrier partners, as in some cases it is they who provide the assistance services. 

The Assist'enGare service is also available to Beneficiaries of the service to obtain information on the assistance service, and to Eligible Persons to register for the service, book, modify or cancel a journey.
The Assist'enGare service open 7 days a week from 8.00 a.m. to 8.00 p.m. can be reached:
•    By telephone: 3212 (call subject to the price of a local call): 
•    By form available by clicking on the following link (to book only): Assistance for persons with disabilities or persons with reduced mobility | Gares & Connexions (garesetconnexions.sncf)


At night (from 8.00 p.m. to the last train, then from the first train at 8.00 a.m.), the Assist'enGare service remains available on 09 72 72 00 65 to assist eligible persons with disabilities who are travelling, only if the trip is disrupted. The service does not take bookings during these times.

Deaf or hard-of-hearing persons, deaf-blind persons and persons with aphasia can talk to Assist'enGare telephone advisers via a translator operator. For more information, visit https://www.transilien.com/fr/page-deplacements/accessibilite-handicap
Communication is via camera in French Sign Language (LSF) or French Cued Speech (LfPC) or Real Time Speech Transcription.
This service is available from 8.30 a.m. to 7 p.m. from Monday to Friday, excluding public holidays, and on Saturdays from 9 a.m. to 12.30 p.m. 
Outside the service opening hours listed above, the service is accessible 24/7 via text transcription.

The assistance service with reservation aims to help Eligible Persons as referred to in Article 1 hereof to travel between at least two (2) stations in Île-de-France regardless of the level of accessibility of the station in relation to its specific need and whatever the hazards encountered during the journey according to the methods below.

The support service includes:

• Reception and assistance at the station of origin and the station of arrival by an SNCF Transilien agent (and in intermediate stations if necessary), or authorised sub-contractors.
• Management of incidents (equipment breakdowns: lift breakdowns for example, train problems, etc.) by station agents or Assist'enGare.
• Accompaniment to buy a transport ticket if necessary,
• Accompaniment to the platform and assistance for boarding the train, which is generally done at the head of the train in a seat near a door, for safety and technical reasons.
• Assistance to get off the train and accompaniment to the exit of the station, at the meeting point fixed in case of reservation, or a transfer point in the station.

The Eligible Person must go to the reception desk (or another meeting point set by  Assist’en Gare Service) where they are taken care of by an agent, as specified in Article 4 hereof.

The Eligible Person can use the Andilien application when arriving at the station to contact an agent (see Article 5 – Provision of the Andilien application).

It is imperative to arrive at the time of the appointment fixed  when booking. Beyond the meeting time, the assistance service is no longer guaranteed for a departure at the desired time unless the delay is due to the rail or road carriers who must provide the reserved trip.

Alternative transport can be offered to make up for the non-accessibility of an Île-de-France SNCF station (temporary or permanent).

1.    The conditions for providing alternative transport

Alternative transport is provided in the following cases:
•    If assistance cannot be provided because the station is not accessible to the Eligible Person, alternative transport may be provided to enable the Eligible Person to make their journey subject to booking conditions (see Article 2). To do this, the Assist'enGare service examines and proposes possible solutions in the following order of priority:
1.    Journey via a station accessible by RER or train
2.    Journey via a regular bus or tram line close to the station
3.    Journey via alternative road transport

If anything goes wrong during the journey booked, the Eligible Person can call the Assist'enGare service to organise the continuation of their journey. If these problems are the fault of SNCF Transilien, the alternative road carrier or the Assist'enGare service, the Eligible Person may be offered alternative road transport for the continuation of their journey.

The alternative road service makes it possible to connect non-accessible SNCF stations (where the Navigo travel card is accepted) with accessible points on the public transport network (bus, tram or metro) in Île-de-France, excluding journeys made entirely within Paris. 
The alternative road service may not pick up or drop off the Eligible Person at an address other than a station or stop on the public transport network.

2.    Travel terms and conditions.

The Assist'enGare service organises the service in agreement with the alternative road carriers.
The alternative road carrier will provide a suitable vehicle based on the information provided by the Eligible Person at the time of booking.

The destination specified at the time of booking cannot be changed during the journey, except in the event of a traffic incident or if passengers are unwell during journeys. Only the Assist'enGare service can change a time or a journey. Similarly, the Eligible Person may not book or cancel their journeys directly with the driver of the alternative road transport.

In the event of alternative road transport, the Eligible Person may be accompanied by up to two (2) accompanying persons (adults or minors).

All persons whatsoever, beneficiaries of the service or accompanying persons must observe the rules governing the operation and use of rail transport and, in particular, avoid any behaviour that could disrupt the smooth running of trains.
For alternative road transport, eligible persons must comply with the carrier's rules of operation and use. 
Similarly, all persons using the service must comply with health and safety rules, particularly in the event of a health crisis.
Failure to comply with these safety rules may result in refusal to carry out the transportation.
Only regulated medical devices are allowed on board.
The maximum authorised dimensions of a wheelchair are:
•    70 cm wide, 
•    120 cm deep, 
•    145 cm high (including passenger). 
The total weight of the wheelchair, its occupant and their luggage must not exceed 300kg.
The Eligible Person is responsible for ensuring that their wheelchair is in good working order, and in particular that the battery in their electric wheelchair is sufficiently charged to enable them to travel.
Whatever vehicle the Eligible Person travels in, the wheels of the wheelchair must be blocked and secured in accordance with the legislation in force.
If the Eligible Person suffers from respiratory insufficiency, portable containers of medical gas are permitted up to the quantities necessary for the journey.
The capacity of rail or road vehicles is limited to 2 wheelchair spaces per journey.
Persons with reduced mobility or persons with disabilities of any kind, as well as those accompanying them, are expected to respect the staff in stations and on trains, and the drivers of alternative road transport. Threats, verbal or physical violence, abuse, slander, insults or any other attacks punishable by law against a member of staff may result in a complaint being lodged and criminal proceedings instituted. 
Any refusal to comply with these rules will cancel the travel guarantee and may justify the cancellation of the Accès Plus Transilien service for eligible persons, as well as the refusal of all assistance services, including those that do not require a booking.

Three (3) cancellations by a passenger within a period of one (1) month, after the deadline or without notifying the Accès Plus Transilien Customer Service, may lead to the cancellation of the service.
 

1. Description of the Application

To access the Andilien Application, it is mandatory to download it from the application download platforms for iOS (AppStore) and Android (Google Play Store) via a mobile terminal, subject to their compatibility.
The Andilien Application is an application reserved for Persons eligible for the assistance service with reservation. It requires having an email address when registering.
The User undertakes to carry out all the due diligence necessary for the good security of his account, in particular not to keep his information on any open medium whatsoever, and not to communicate his identifiers.
SNCF Voyageurs cannot be held responsible for any fraudulent connection or attempted connection by a third party using a user's identifiers.

2. Functionality of the Application

The Application allows the User to:

• Login or create an account ;
• Receive an email to inform them of their effective access to the application and of the first connection steps;
• Once at the station, ask for help from an agent present at the station and follow the evolution of your request over time;
• Receive an SMS notification when an agent accepts the help request, with the waiting time before the first contact;
• Be put in touch with Accès Plus Transilien Customer Service if no agent is available at the station;
• Activate their GPS position in order to request help and to be located on a map by the agent;
• In the case of stations too close for the location, specify the station in which he is located (if he knows it);
• Communicate with the agent by SMS or phone call, depending on their preference;
• Obtain the list of accessible stations;
• To access the map of the station in which it is located;
• View their profile and add, modify or delete their profile picture;
• Change their phone number and password;
• Disconnect and/or delete their account;
• Manage their browsing preferences in the application and choose their mode of communication with the agent (SMS or phone call) as well as the activation or not of animations;
• Call Accès Plus Transilien Customer Service directly from the "Help" section;
   

3. Application Availability

The Application is accessible 24 hours a day, 7 days a week, except in cases of force majeure or events beyond the control of SNCF Voyageurs. However, an interruption due to technical maintenance or updating may be decided by SNCF Voyageurs. This access to all or part of the Application may be suspended without prior notice from the User. The User is informed that SNCF Voyageurs may terminate or modify the characteristics of the services offered by the Application, at any time.

4. Intellectual Property

The entire Application (structure and content) is the property of SNCF Voyageurs. All rights of use are reserved. In accordance with Article L. 122-4 of the Intellectual Property Code, any representation or reproduction, in whole or in part, of an element making up the Application without the express prior authorization of SNCF Voyageurs, by any process or medium whatsoever, is illegal and constitutes an infringement punishable by articles L. 335-2 and following of the same code.
 

5. Liability of SNCF Voyageurs

• The information appearing on this Application is provided for information only, any omissions or errors cannot engage the responsibility of SNCF Voyageurs. This information may be modified or updated at any time, without notice, without SNCF Voyageurs being held liable.
• SNCF Voyageurs strives to provide the best possible access to the Application and its services, but cannot guarantee total and unlimited access (risk of breakdowns, maintenance operations necessary for the proper functioning of the Application, cases of force majeure…). Its responsibility cannot be engaged in the event of impossibility of access to the Application or impossibility of use of its services. SNCF Voyageurs may have to interrupt the services offered by the Application or part of its services, without its liability being incurred in this regard.
• Nor can SNCF Voyageurs be held liable for any damage or virus that could damage or render unusable the computer equipment of Internet users following the visit to the Application, despite the security measures implemented.
   

6. User Responsibility:

• The use of this Application is the full and sole responsibility of the user. Only the User is responsible for the harmful consequences resulting from the use, both with regard to SNCF Voyageurs and with regard to third parties.
• SNCF Voyageurs cannot be held liable for any damage resulting from the use of this Application, only the User can be held liable.
• The User is prohibited from any action likely to hinder or disrupt the proper functioning or technical accessibility of the Application.
• The User agrees to access the Application using hardware that does not contain viruses. It is up to the User to take all appropriate measures to protect their own data and/or software from contamination by any viruses circulating on the Internet.

It is forbidden for the User, under penalty of seeing his civil and/or criminal liability incurred, to:

• Disrupt, block, slow down or alter the normal flow of data exchanged within the framework of the Application, accelerate the rate of scrolling of the contents of the Application in such a way that the operation of the Application is modified or altered, or commit any other action having an equivalent disruptive effect on the functionality of the Application.
• Fraudulently accessing, maintaining, hindering or disrupting the information systems of the Application, and in particular the servers, networks connected to the Application, or refusing to comply with the required conditions, procedures, general rules or provisions regulations applicable to the networks connected to the Application.

The User undertakes, when using the Application, not to contravene the legislative and regulatory provisions in force in these T&Cs.
The User is informed that any violation of the said provisions is likely to lead to legal proceedings and sanctions against him.
In general, SNCF Voyageurs disclaims all liability in the event of use of its services that does not comply with the T&Cs.
SNCF Voyageurs reserves the right to temporarily or permanently suspend access to the Application at any time for any User who does not comply with the obligations provided for in these T&Cs.

Reservation and assistance service
This service is free but does not exempt the Eligible Person and accompanying person from paying for their trip.
Fare conditions can be consulted on the Transilien.com website under Fares and tickets or on the Île-de-France Mobilités website.
 

The SNCF Andilien app
This application is available for free but requires a mobile device.

The ticket
The journey of the Beneficiary of the assistance service and their possible companions requires the possession of a valid transport ticket in order to be in order for the entire journey, , even in the case of substitute road transport.
In the event of substitute road transport: The ticket/transport card must be given or presented to the driver, together with any discount card if the person is entitled to a reduced fare.
For the part of the journey that the passenger makes following a reservation made by Assist'en Gare, the ticket and the ‘trip summary’ signed by the driver are considered to be the passenger's contract of carriage.

If an item is lost during a train journey, the Beneficiary must contact 36.35.
If the item is lost during a substitute road transport journey, Accès Plus Transilien Customer Service must be contacted, which will put the Beneficiary in contact with the substitute road carrier.
An online declaration is also possible at the address: "https://www.transilien.com/en/page-services/lost-property-service".
The Beneficiary of the assistance service must organize himself to recover the object concerned.

Any suggestions and/or complaints should be sent to Sncf Gares et Connexions' Assist'en Gare service by filling in the form : https://www.garesetconnexions.sncf/en/customer-service/PRM-train-station-assistance-service

Île-de-France-Mobilités and SNCF Transilien provide Beneficiaries of the service with an online reporting form in order to 
remove, reduce or compensate for any obstacles they may have encountered when travelling.

Purpose of processing personal data
Personal data is collected and processed by SNCF Voyageurs, the data controller, in order to:

• Manage booking requests and quality of service monitoring
• Ensure support adapted to the needs of the User
• Allowing the relationship between an Entitlement customer and a station agent
• Inform the agent about the issuer of the request for assistance so that he can best qualify the request and provide quality support
• Facilitate spontaneous handling via the IT tool dedicated to monitoring assistance services: by switching the data from Andilien to SOCA (SNCF Gares et Connexions assistance booking management tool), in cases where the intervention is of type “SOCA support”
• Send satisfaction surveys
• Send information newsletters on the service in the event of the User's consent
   

Data collected
He is informed that any call to Customer Service is likely to be recorded for quality of service control purposes. If recording is not desired, the caller must mention this to the teleadvisor at the start of the call. The caller also has a right of access to said recordings which are kept for 2 years by the SNCF.
The data relating to the exchange of appointments is as follows:

• Data relating to identification (surname, first name),
• Contact data (address, email, telephone number),
• Data relating to the ticket (type of ticket used),
• Data relating to the journey (arrival station, departure station, timetables),
• Data relating to his specific need (disability card number, type of wheelchair used, ability to transfer to a vehicle seat alone, specific needs),

This data is mandatory in order to be able to take advantage of the Accès Plus Transilien service and the Andilien Application.
As part of the use of the Andilien Application, a photograph of the user may be added to his profile. It is optional and is used to facilitate user support.
The data relating to the ticket is not present in the Application.

Data recipients
All information is reserved for the use of the service(s) concerned and is only communicated to the following recipients:

• Accès Plus Transilien Customer Service in charge of the service: CS 61139 80001 AMIENS CEDEX 1
• SNCF Voyageurs Activity Transilien – 10 rue Camille Moke - 93633 LA PLAINE ST DENIS CEDEX
• Stations & Connections - 16 Avenue d'Ivry – 75013 Paris
• Substitute road carriers subcontracted by SNCF Voyageurs for the provision of substitute road transport.
   

Data retention periods
The data collected by the Application is kept for the entire duration of use of the Application, and for three (3) years from the last use of the Application.
The data collected by the Customer Service in charge of the Accès Plus Transilien service is kept for three (3) years before automatic deletion. Any telephone recordings are kept for two (2) years.
 

Rights of individuals or your rights of access and rectification, right of opposition
You have a right of access, rectification, erasure, limitation, opposition, and portability of data concerning you.
These rights can be exercised:

• via this dedicated form.
• or at the following address: DPO SNCF Voyageurs - Performance Department – Legal and Compliance Department - WILSON Campus – 9 rue Jean Philippe Rameau CS20012 – 93212 SAINT-DENIS

For all your questions concerning the processing of your personal data, you can also contact the Data Protection Officer at the following address: DPO SNCF Voyageurs - Performance Department - Legal and Compliance Department - WILSON Campus - 9 rue Jean Philippe Rameau CS20012 - 93212 SAINT -DENIS or at this address: [email protected]
You also have the right to lodge a complaint with the French data control authority (www.cnil.fr)

The Beneficiary of the assistance service undertakes to use the Service in accordance with these T&Cs and acknowledges that in the event of violation of these, his liability may be incurred.
The Beneficiary of the service acknowledges that he is responsible for any material and/or immaterial, direct and/or indirect damage of any nature whatsoever caused by him.

Disputes relating to these provisions are subject to French law.
The nullity in whole or in part of one or more stipulations of these T&Cs does not entail the nullity of the other provisions or of the part of the provision not vitiated by nullity.
In the event of disputes relating to the interpretation, validity or execution of these T&Cs, the Service Beneficiary and SNCF Voyageurs agree to use their best efforts to settle the dispute amicably. 
In accordance with articles L612-1 and following of the Consumer Code, the Beneficiary of the service has the right, in the event of a dispute, to have recours, frre of charge, to a consumer mediator, with the aim to the amicable resolution of the dispute.

1. Conditions of travel booking

The Accès Plus Transilien guaranteed assistance service is available by reservation no later than the day before the trip until 1:00 p.m. from the Accès Plus Transilien Customer Service. The reservation can be made no earlier than 15 days before the day of travel.

Reservations for same-day travel cannot be guaranteed.
In the event that the Eligible Person wishes to use the service on a daily basis, he can make a weekly reservation.
The following must be indicated when booking:

• Surname and first name(s) of the Eligible Person;
• Departure and arrival stations;
• Date on which the Eligible Person wishes to travel, as well as the corresponding times;
• Return trip to be made the same day or later;
• Number of accompanying persons and their identities;
• Presence of a child (need a specific seat);
• Presence of a service animal;
• Presence of luggage (15 kg maximum and in compliance with the conditions set out in Article 2).
   

2. Methods of booking

The Eligible Person can book with the Accès Plus Transilien Service:

• By phone: 0970 82 41 42 (Price of a non-surcharged call regardless of the operator)
• By form available on: https://www.transilien.com/en/page-deplacements/accessibilite-handicap
• By email: [email protected]

The telephone advisor offers a trip as close as possible to demand. The Eligible Person is free to accept or refuse the proposal made by the call center agent.
If the reservation is made no more than 3 days before the day of the trip, the teleadvisor sends the trip proposal by email in the form of a “trip summary” no more than 2 hours after the reservation.

If the reservation is made at least 4 days before the day of the trip, the teleadvisor sends the trip proposal by email in the form of a “trip summary” within 24 hours of the reservation.
The "travel summary" includes all the information related to the trip as well as a reservation number.
In the absence of an email, the Eligible Person will receive the details of his trip by telephone within the same timeframes as above.
The Eligible Person must remain reachable within the hour following their reservation call so that the Accès Plus Transilien service can confirm their assistance reservation.
If he remains unreachable, the reservation cannot be confirmed.
A reminder of the assistance will be made the day before the trip at 5:00 p.m. by email.

In the event of substitution road transport provided for in article 6 below:
If the Eligible Person accepts the proposal, the teleadvisor confirms to him in the "travel summary" the meeting times and places:

• Precise meeting point in front of the SNCF station for meeting with alternative road transport (station forecourt, street name, etc. depending on the complexity of the station).
• Precise meeting point with an SNCF or RATP agent who will pick up the traveler at the proposed station.
• The meeting points are set by the Accès Plus Transilien service. Under no circumstances may the Eligible Person or their representative change the meeting point.
• Travel times are estimated when booking for the entire journey, they include the pick-up times required at each stage of the trip.
   

3. Punctuality

In the event of a delay, the Eligible Person must call Accès Plus Transilien Customer Service as soon as possible and at the latest before the time of the appointment set at the time of booking so that their journey can be reorganized and if possible maintained. Without warning from the Eligible Person, the trip is considered as a cancellation by the latter.

Consequently, the cancellation conditions apply according to the terms of Article 5. In the event of a delay due to the Eligible Person, assistance is no longer guaranteed.
In the same way, the Eligible Person is notified by the Accès Plus Transilien Service as soon as possible of any contingency due to SNCF or the delay of the substitute road carrier. The teleadvisor analyzes the consequences of the hazard in order to take the necessary measures for the smooth running of the journey, in consultation with the Eligible Person.
On the day of travel, the Eligible Person arrives at the time and place indicated by the Accès Plus Transilien Service.
Once the reservation has been made, the departure point cannot be changed without agreement with the Accès Plus Transilien service.

The Eligible Person may modify or cancel their reservation with Accès Plus Transilien Customer Service, up to 2:30 a.m. before departure assistance.
As such, the changes taken into account by Customer Service are guaranteed as for a new reservation (see above).
Three (3) cancellations by the traveler over a period of one (1) month, out of time or without warning to Accès Plus Transilien Customer Service, may lead to the termination of the service in accordance with Article 3.
Any change to the initial booking (departure and/or arrival stations, day, times, etc.) without prior acceptance by Accès Plus Transilien Customer Service voids the travel guarantee for the journey booked.
For a weekly reservation, the Person has the option of canceling one or more journeys in advance, provided that he calls Accès Plus Transilien Customer Service no later than the day before the journey before 1 p.m.