Île-de-France Mobilités logo; PFR shuttle service accessible for the Paris 2024 Olympic and Paralympic Games

Terms of use

GENERAL CONDITIONS OF USE AND SALE OF THE ÎLE-DE-FRANCE MOBILITÉS ACCESSIBLE SHUTTLE SERVICE for wheelchair users and people with disabilities during the Paris 2024 Olympic and Paralympic Games (UFR JOP).


This document presents only the General Conditions of Sale and Use of the Ile-de-France Mobilités accessible shuttle service intended for wheelchair users and people with disabilities. Use of the accessible shuttle service by passengers in wheelchairs and people with disabilities is subject to full, complete and unreserved acceptance by the user of these General Conditions of Use.

  • Definition

The term “wheelchair user”, “person with a disability” indicates the person using the on- demand transport service related to these general conditions of use.

The “Customer” refers to any user of the reservation website or call centre, open from 17/06/2024 to 08/09/2024, who makes a request related to the service or a complaint after using the service.

The term “Carriers” designates companies having concluded a contract or a delegation of public service with Île-de-France Mobilités for the operation of on-demand passenger transport routes.

  • Presentation and use of the service

The accessible shuttle service for people with disabilities and/or in wheelchairs refers to the return transport service for passengers with motor, sensory or cognitive disabilities and their companions put into service during the period of the Olympic and Paralympic Games in Paris.

  • Eligible users

This service is aimed exclusively at spectators with disabilities who hold a ticket for the Paris 2024 Olympic and Paralympic Games known as a “Person with a disability (PSH)” and/or a “Person in a wheelchair (PFR)” and their sole companion, except in the case of a family accompanying a single person with a disability authorised by Île-de-France Mobilités via the customer service team.

  • Conditions of Reservation and use

This service operates from February 2024 via a reservation centre available online only at the following address:

  • On the website “https://reservations.accessible-shuttles.paris2024.iledefrance-mobilites.fr” accessible 7 days a week and 24 hours a day,
  • The call centre open from June 2024.

The site “https://reservations.accessible-shuttles.paris2024.iledefrance-mobilites.fr” is published sby Padam Mobility.

Travel booked on this service will only be possible on Paris Olympic Games and Paralympic Games competition days, on the days of the opening and closing ceremonies as well as for Club France during the Olympic and Paralympic Games.

The departure point for transport is from the following major Paris stations: Gare Saint- Lazare, Gare de l'Est, Gare du Nord, Gare de Lyon, Gare d'Austerlitz, Gare de Bercy Bourgogne, Gare Montparnasse and Rosa Parks station. The points of arrival are all competition venues, celebration venues and other events set up during the Paris Olympic and Paralympic Games, including the opening and closing ceremonies as well as Club France. The creation of a customer account by the passenger is required for any reservation.

  • Booking a journey

3.1. Booking conditions

The Customer can reserve one or more journeys, for one or more different dates, up to six months in advance and, at the latest, 48 hours before. The Customer can only book for a person with a disability and their companion.

3.2 Account creation

All reservations require the user to create a customer account.
Un seul compte client est autorisé par personne physique.
Sur le site internet, pour l’enregistrement de son compte, le Client doit renseigner ses informations personnelles et les coordonnées nécessaires à la réalisation du service. Pour créer un compte sur notre plateforme, l’usager doit remplir le formulaire d’inscription en fournissant des informations exactes, complètes et à jour.

The information required is :
• Family Name,
• First name,
• Date of birth
• Telephone number

• Email address,
• Password.

When creating the account, the user is required to declare their date of birth. It should be noted that any purchase made by a minor must be made with the prior consent of their legal representative(s). These representatives are presumed to have already consented to the purchase of tickets for Olympic and Paralympic Games’ events. This service is an integral part of the sales process and access to Paris Olympic Games events.

This information will be treated in accordance with our privacy policy and will not be shared with third parties under any circumstances without the explicit consent of the customer, except in cases provided for by law.

All data provided during registration is mandatory.

The creation of the customer account is only effective after validation of the telephone number. The customer will receive an email confirming their registration for the service.

3.3 Journey search and reservation

Customers can book a journey for their chosen period during the Olympic and Paralympic Games through various channels.

The Customer can search for a route by indicating:
• the sports event,
• the date of the event,
• the session and time of the event
• the order number or ticket number
• the outbound/return direction of the journey
• the departure or arrival station

The customer is asked to specify if they have any needs in terms of mobility assistance, if they are accompanied by a service dog or if they use a walker. If the passenger uses a wheelchair, they must indicate the type of wheelchair, standard or bulky (width greater than 90 cm) and whether they are accompanied or not. This information is collected to ensure the most appropriate service is provided.

Route suggestions are presented to the customer based on the availability of transport services and in line with the information provided.

The customer is asked to pay for their journey using a credit card.

The customer receives an email confirming their reservation and indicating the details of the journey.

To make a reservation, the customer must be in possession of a ticket to attend a Paris 2024 Olympic and Paralympic Games events, as well as the number of the PFR/PSH ticket. In case of verification by Ile-de-France Mobilités, if the ticket number proves to be invalid, Ile- de-France Mobilités reserves the right to cancel the reservation.

3.4 Modification and cancellation of a reservation

The Customer must cancel their reservation if it is no longer required. The Customer can cancel their reservation free of charge up to 48 hours before pick-up time.

If a customer fails to show up for a reserved journey without cancelling in advance within the specified time limit twice or more during the Games, Île-de-France Mobilités reserves the right to permanently block their access to the service.

In the event of postponement or cancellation of events, the transport services will be adjusted as much as possible to meet the needs of spectators, within the capacity and possibilities of Ile de France Mobilités. If the customer is unable to attend the postponed event, they are required to cancel their trip via the reservation website or to notify customer service via the contact form or the telephone platform.

Ile de France Mobilités cannot be held responsible in the event of cancellation or transport diversions following modifications or cancellations of events at the Olympic and Paralympic Games.

3.5 Account management

The Customer may at any time modify the following information indicated in their customer account:
• Identify (last name, first name)
• Contact details (email address)

On the website, the Customer can change the information noted above, except for the telephone number.

The Customer may also request modification of this information, including the telephone number, by contacting the teleoperator and providing proof of identity.

3.6 Customer service

The Customer can contact customer service in the event of a request or complaint. From the website, they can complete a form indicating the subject of their request and their contact details.

The customer can also contact customer service via the telephone platform in service from June 2024 and available at +33 1 88 37 02 30. Opening hours are 9 a.m. to 5 p.m., Monday to Friday, until 23 July 23 included. From 24 July 24 until 11 August, hours are extended from 6 a.m. to midnight for the duration of the Olympic and Paralympic Games. After this period, standard hours of 9 a.m. to 5 p.m. will be reinstated until 27 August. From 28 August 28 to 8 September, hours will be extended again from 6 a.m. to midnight.

As part of our customer service, we provide booking confirmations, pick-up notifications and alerts for changes or disruptions during the 2024 Olympic and Paralympic Games. To ensure your access to this important, our service offers various means of communication, notably by SMS or email. We strongly recommend that you pay attention to these messages. We assume no responsibility for mobile network outages or external malfunctions that may affect the timely receipt of information.

3.7 Request for information

The reservation site does not provide customer information. A separate website explaining the service is available at the following address :  https://accessible-shuttles.paris2024.iledefrance-mobilites.fr/en/

3.8.1 Compliance with the schedule

The Customer must arrive before the pick-up time indicated in the latest notification received. If the Customer shows up at the stop after the vehicle has left, they will be considered as not having shown up for their reservation without prior cancellation and incur the sanctions provided for in paragraph 3.4.

3.8.2 Confirmation at departure

The customer must report to the departure or drop-off zone controller to confirm their pick-up. They may be asked to present their confirmation email.

On the day of pick-up, the customer must present themselves in accordance with the details specified when booking. The customer is required to respect the pick-up rules and the Organizing Committee for the Paris 2024 Olympic and Paralympic Games list of prohibited items for spectators, available on the presentation site. Please note that, we do not accept mobility scooters or oxygen bottles on board our shuttles, irrespective of the general rules of the Organizing Committee for the Paris 2024 Olympic and Paralympic Games. Any failure to comply with these requirements may result in refusal of service without reimbursement.

4 —   Pricing

The accessible shuttle service is offered at a single fare of 4 euros per person, for a passenger with a disability, their companion, an adult or a minor.

No price reduction can be applied.

5 —   Protection of personal data

As part of executing your contract, Île-de-France Mobilités and its partners process the Holder's personal data, ensuring the protection of their privacy and respect for their personal lives.

Île-de-France Mobilités, as data controller, processes Personal Data in the context of:

- sign up and management of the contract,

- institutional communication and commercial and non-commercial communication,

- carrying out statistical analyses,

- management of Customer complaints,

- management of incoming calls from the call centre,

- management of the quality of incoming calls from the call centre.

Carriers, required to manage Transport on Demand services, process Personal Data in the context of:

- management of Transport on Demand,

- Personal Data relating to the Customer, identified as “Data” below.

5.1 Processing where Île-de-France Mobilités is responsible for processing

5.1.1 What Data is collected ?

The Data collected by Île-de-France Mobilités as part of the execution of the contract is as follows:

- identification data,

- data relating to personal life,

- economic and financial data,

- data relating to criminal offences.

5.1.2 Why is the data collected?

The Data collected is subject to automated processing, for which Île-de-France Mobilités is responsible, and the purposes of which are listed in the preamble to Article 10.

5-1-3 How is the collection and processing of this Data lawful?

The collection and processing of this Data is possible:

- on the basis of the execution of the contract and the consent of the Holder and the Payer for: the management of the contract / service and the production of statistics,

;institutional,; non-commercial communications

- with the Holder's consent for sending commercial communications.

5.1.4 How long does Île-de-France Mobilités keep this Data?

Île-de-France Mobilités keeps customer Data specific to this contract during the period of the contract and until the end of the applicable periods of limitation.

In order to check eligibility for the conditions of access to the transport ticket, only the supporting documents transmitted are kept for the duration of the account and the associated services which require these supporting documents.

5.1.5 Who can access this Data?

The Data is intended for Île-de-France Mobilités, its subsidiaries, its service providers and contractual partners, public transport companies in Île-de-France, survey and statistics institutes, companies carrying out surveys relating to transport in Île-de-France.

5.1.6 Transfer of Data outside the European Union

No data is transmitted outside the European Union.

5.2 Processing for which Transporters are responsible for processing

5.2.1 What Data is collected?

The Data collected by Transporters as part of their processing is as follows:

- identification data

5.2.2 Why is the Data collected?

The Data collected is subject to automated processing, for which the Carriers are responsible, and the purposes of which are listed in the preamble to Article 10.

5.2.3 How is the collection and processing of this Data lawful?

These processes are implemented within the framework of:

- the execution of the contract

5.2.4 How long do Transporters keep this Data?

The data is only kept for the duration of the transport.

5.2.5 Who can access this Data?

As part of this processing, the Data is only shared with Transporters.

5.2.6 Transfer of Data outside the European Union

The Carriers undertake to do everything possible to avoid transfers outside the European Union and appropriate countries.

5.3 What are the Customer's rights over their Data and how can they be exercised?

Each Holder has the right to access, rectify, delete, limit, and port their data. They also have the right to oppose processing for legitimate reasons, define advance directives for their data after death, and lodge a complaint with the CNIL.

To exercise their rights, the Holder can send their request with details of the right(s) concerned, the scope of their request (product, Île-de-France Mobilités account or all processing). Accompanied by their contact details, customer number as well as elements to prove their identity.

The Holder can send the request to the following address depending on the data processing concerned:

- processing for which Île-de-France Mobilités is responsible:

to the postal address: Île-de-France Mobilités – 39bis 41 rue de Châteaudun – 75009 Paris,

or to the email address: dpo@iledefrance-mobilités.fr.

7 —   Médiation

In the event of a dispute, and only after a written request sent to the customer service concerned and the response to which has not given them satisfaction or in the absence of a response within one month, the customer may resort to mediation to settle the dispute amicably.

The parties to the dispute, however, remain free to accept or refuse recourse to mediation. The solution proposed by mediation is not binding on the parties.

These General Conditions of Sale and Use are subject to French law.

8 —   Modification des Conditions Générales d’Utilisation

Île-de-France Mobilités may change these General Conditions at any time. The current version is published in the administrative section of the Île-de-France Mobilités website and can be consulted at www.iledefrance-mobilites.fr website
The general conditions applicable to the user are those in force on the day of their reservation.

The applicable law in the event of a dispute is French law before the competent French courts. The translations of the General Terms and Conditions are for information purposes only. The General Terms and Conditions in French are binding in court.