Service Charter Metro de Madrid

Service Charter Metro de Madrid

Service Charter - Metro de Madrid A service vocation...4 Our commitment to you...6 Information, suggestions and claims...8 Commitments...10 Compensation...12 3

A Service Vocation

Service Charter - Metro de Madrid Metro de Madrid began its public passenger transport service in 1919 with the inauguration of Line 1 between Sol and Cuarto Caminos. Although much has changed, one thing has since then remained invariable: its vocation of providing the people of the whole Madrid region with the best possible transport. Metro de Madrid is today one of the largest networks of the world, with a large number of top-flight parameters including among others the modernity of its rolling stock or the large number of stations in the network, so that 80% of the people of Madrid, resident in the twelve municipalities reached by Metro de Madrid, have a station less than 600 m from their homes or usual destinations. Metro de Madrid carries every business day more than two million people, representing in short its rationale. To reach this overall objective, Metro de Madrid strives permanently to ensure that the entire organisation is dedicated to the complete satisfaction of each client, training its personnel and taking care with each process and procedure, to surpass the expectations of each individual and of Madrid society in general, all from the standpoint of efficiency in the use of resources. 5

Imagen: Media Minds Our commitment to you

Service Charter - Metro de Madrid Conscious of the level of service its clients expect, Metro de Madrid, S.A. is committed to the constant improvement of its services, proof of this seen in this service charter summarising our public commitments to our clients via the quality certification granted by ANEOR. Metro de Madrid, S.A. is the first metropolitan transport company to have won certification of its entire network according to European standard UNE-EN-13816 for service quality in public passenger transport. Thus we have decided to convert this permanent desire for improvement into a formal commitment with each of our clients, making this document a public vehicle by which to communicate with you, simply and transparently. Here you will find the parameters and standards of quality we undertake to meet in the service provided throughout our network. This service charter is the upshot of wide-ranging and detailed studies of clients, their needs, wishes and, very especially, their expectations as to what Metro de Madrid, S.A. should be for each person using our service. Our aim is your personal satisfaction, to which we are formally committed. 7

Information, suggestions and claims Imagen: Media Minds

Service Charter - Metro de Madrid To continue to improve, we need your opinion. If you are not happy with our service, please tell us. Should you need any information on the service offered by Metro de Madrid, S.A., you have not in some way been attended to or there has been any anomaly, or you have observed deficiencies and room for possible improvements, please use any of the channels available. Your opinion is a gift that enables us to improve. By post: C/ Cavanilles No. 58, 28007-Madrid. At any station. Through the Interactive Customer Service Centre, available from 7 a.m. to 11 p.m. 365 days a year. - By telephone: 902 444 403 917 796 399 Via our website: www.metromadrid.es At our Customer Services Centres. Personal attention is available every business day from 7 a.m. to 10 p.m. and from 10 a.m. to 10 p.m. on Saturdays, Sundays and public holidays. On the social networks: Twitter and Facebook. 9

Commitments Train occupancy Our commitment is for least 95% of passengers travelling at peak times do so with an occupancy of 4 clients/m2 or less. Accessibility We undertake to keep installations facilitating accessibility in the best conditions to ensure that at least 95% of them are available for use. Information Clients will have the information necessary at stations about the basic service offer: network maps, timetables, frequencies, etc., permanently updated so that quality standards score 8 or more (on a scale of 0-10). This information is available at all stations. Our undertaking is for at least 95% of clients to have up to date information both aboard trains and in stations in the case of possible incidents affecting train traffic, so that they are properly informed and thus able to use alternative transport. Time Our undertaking is for at least 95% of clients to have to wait less time on the platform than the maximum promised.

Customer Service It is our undertaking for clients needing assistance at Customer Services Centres and the Interactive Customer Service Centre (C.I.A.C.) to receive excellent attention so that quality standards score 8.5 or more (on a scale of 0-10). We undertake that at least 95% of clients filing claims shall receive personalised response in not more than 13 business days. Comfort Our undertaking is for clients to find trains and stations in conditions of cleanliness where quality standards score 7 or more (on a scale of 0-10). Security Our undertaking is for all trains to be fitted with automatic operational protection systems. Our undertaking is for more than 99.99% of our clients to travel in conditions protecting them from possible assault, to secure their maximum satisfaction and peace of mind. Environmental impact We undertake to minimise the environmental impact of our activity, complying with the rules and standards established for the purposes, such as those described in ISO standard 14001, for which Metro de Madrid has been certified since 2005. Imagen: Media Minds

Compensation Imagen: Media Minds

Service Charter - Metro de Madrid Our clients are entitled to repayment of the value of their ticket or provision of a new identical or similar ticket (In both cases, transport passes for an unlimited number of journeys are excluded) if it was not possible to travel and also in any of the following circumstances: A) Suspension of service. B) When the time between trains exceeds fifteen minutes on routes where the service timetable offers intervals of less than eight minutes. C) When the time between trains is more than twice that promised on routes where the service timetable offers intervals between trains of more than eight minutes. 13

Imagen: Media Minds Metro de Madrid, S.A. maintains on-going improvement to the quality of the service it offers its clients as a permanent objective. This thinking translates into the specific fact that Metro de Madrid, S.A. is the first metropolitan transport company to have obtained certification for its entire network pursuant to European standard UNE-EN-13816 for quality of service in the public transport of passengers, and one of the first in the sector in Europe. As a result, Metro de Madrid, S.A. has acquired a set of measurable commitments with its clients, summarised in this Service Charter. Metro de Madrid, S.A. carries more than two million passengers every business day, so that these commitments imply a guarantee of the service quality we are willing to offer our clients, objectified via the statistical indices of reference for quality certification. In any case, for any incidents or specific circumstances arising in the relation between Metro de Madrid, S.A. and its individual users, the terms of the Passenger Regulations and the other current legal provisions apply. Metro de Madrid C/ Cavanilles 58. 28007 - Madrid T: 902 444 403-917 796 399 www.metromadrid.es