Transilien SNCF Voyageurs joins the Hidden Disabilities Sunflower
Transilien SNCF Voyageurs is the second largest mass transit network in the world after Tokyo, transporting 3.3 million passengers per day aboard 6,000 trains across nearly 400 stations in the Île-de-France region. Operated on behalf of Île-de-France Mobilités, the regional transport authority, Transilien connects Paris and its surrounding areas — serving millions of people in their everyday journeys to study, work, access healthcare, or visit family and friends.
Today, 91% of passengers benefit from access to an adapted station nearby. Making these journeys accessible, safe and reassuring for everyone is not a side commitment — it is at the core of our public service mission.
A comprehensive and certified accessibility approach
For over 20 years, Transilien has been building a multi-layered accessibility strategy, developed in close collaboration with disability associations, passengers and partners. It combines human support, digital innovation and recognised quality standards.
- Accès Plus Transilien is our free, dedicated information and assistance service available across the entire Île-de-France network. It provides personalised support to passengers with disabilities and reduced mobility — from journey planning through to arrival at their destination, every day from the first to the last train.
- Andilien, our dedicated mobile app, provides real-time information on accessible routes, station layouts and the live status of lifts and key equipment, helping passengers plan and navigate their journeys with greater confidence.
- ACCEO enables passengers who are deaf or hard of hearing to access instant French Sign Language (LSF) interpretation by approaching any Transilien agent — available directly on their professional smartphone — or by contacting our customer service advisors. Available since 2024.
- In 2025, our teams delivered 33,7k assistance services across the network, reflecting the everyday scale of our commitment to inclusive mobility.
- 195 stations across the network are now fully accessible, with more planned as part of our roadmap toward 2030.
Our quality of service is formally recognised by the Cap'Handéo "Services de mobilité" certification — first obtained in October 2022, making Transilien the only mass transit operator in the open Île-de-France network to hold this distinction. The certification was successfully renewed in September 2025, covering all RER and train lines we operate.
As Sébastien Legrand, Accessibility Manager at Transilien SNCF Voyageurs, explains:
“We work within a framework of continuous improvement, with the ambition to go ever further in accessibility — because at Transilien, accessibility is everyone's responsibility!”
Our accessibility approach is co-constructed with the people it serves: Transilien regularly involves disability associations and passengers with reduced mobility in dedicated working groups and workshops — from testing Andilien with users in real conditions, to co-designing new station equipment such as ticketing machines — ensuring that our solutions are built with, not just for, those who need them.
Why we joined the Hidden Disabilities Sunflower
In France, around 80% of disabilities are invisible. Many of our passengers live with conditions such as autism, ADHD, dementia, epilepsy, chronic pain or mental health conditions. These passengers may not wish — or be able — to disclose their disability, yet they may sometimes need a little more time at the ticket counter, a clearer or simpler explanation, or a calmer and more attentive interaction.
The Hidden Disabilities Sunflower gives these passengers a simple, discreet and non-stigmatising way to signal that they may benefit from extra support — without having to justify themselves or share sensitive personal information.
By joining the Sunflower network, Transilien:
- Provides passengers with a recognised international symbol they may already be familiar with from other countries and sectors.
- Strengthens the awareness of its frontline teams: more than 99% of our customer-facing agents have been briefed on the Sunflower symbol and on the adapted posture it calls for — patience, active listening, simplified explanations and heightened vigilance in busy environments.
- Builds on its commitment to the "Autism and Rail Mobility" charter (signed one year before joining the Sunflower network), reinforcing its role as a pioneer in inclusive public transport in France.
For passengers, the Sunflower is a visible sign of reassurance — a signal that they will be seen and understood, even when their disability cannot be seen. For our teams, it is a practical tool to adapt their support in a respectful, person-centred way.
Transilien station agent, said:
“What I love about this job is how versatile it is. Helping passengers and connecting with them — that's what makes every day worthwhile.”
Alain Ribat, Director of Transilien SNCF Voyageurs, said:
“In Île-de-France, we operate mass transit — 3.3 million passengers a day. I prefer to say: 3.3 million times, one passenger. Because our goal, in our boldest ambitions, is to care for each traveler in their individuality, their specific needs, their expectations. This is a real challenge, and we will keep rising to it. It is a subject that gives genuine meaning to our work every day.”
Paris 2024: proving our commitment at scale
The Paris 2024 Olympic and Paralympic Games were a landmark moment for Transilien's accessibility teams. During the Paralympic Games alone, our teams delivered 5 times more dedicated assistance services than during the same period the previous year — demonstrating our capacity to support passengers with a wide range of needs at an unprecedented scale. Paris 2024 acted as a large-scale, real-world test of our organisation — and left a lasting legacy of stronger teams, refined processes and a reinforced culture of inclusive service across our network.
Learn more about Transilien SNCF Voyageurs, transilien.com