Customer case study: Onet Reception takes care of passengers at Rennes SNCF station
Since January 2020, SNCF Gares & Connexions has entrusted Onet Reception to accompany the 24,000 people with disabilities or reduced mobility who pass through Rennes station every year.
Because everyone benefits from special attention
Pregnant women, senior citizens, people with motor, visual, hearing or mental disabilities... Onet Reception agents assist PSH/PMR passengers 7 days a week as soon as they arrive at the station. After booking this free service with the SNCF, they go to the "Assistance Voyageur Handicapé" reception point. They are taken in charge by our agents, who then accompany them to their seat.
From simple orientation to assistance with wheelchairs, ramps, formalities and baggage, Onet simplifies travel.
Facilitating access to trains
This is the first tender won by Onet for an SNCF station in the northwest of France. Our response was built from A to Z by the Onet Reception agency in Rennes.
I took inspiration from the Marseille airport service and adapted it to the rail sector. It was a real challenge, because in just two months we had to recruit and train a team, equip ourselves with wheelchairs, uniforms...
It has set up a team comprising a site manager, a deputy manager, four team leaders and a number of permanent and fixed-term contract employees to manage the reception service.
It's a daily challenge, because we have to adapt our team to the number of trains, passenger flows that vary according to the time of year, and reservations that are made up to 24 hours in advance for TGVs. As Rennes is a station with few terminus trains, we also have to be very reactive, so as never to delay a train!
Advancing accessibility
Since November 2022, six "assembler" agents have joined the team, coordinating all services on the platform with SNCF and Onet agents.
We are proud of the consolidation of our team, whose involvement and solidarity enabled us to guarantee 100% of trips booked in advance. This quality of service was made possible by close collaboration with SNCF teams, with the aim of simplifying travel for everyone!
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