Customer Service - Citizen’s Charter

Metrovalencia’s Charter of Services

Institutional commitment

Offering quality public transport services for the general public is Ferrocarrils de la Generalitat Valenciana’s main objective. In favour of this objective, we have embarked on an ambitious programme to expand the Metro Valencia network, the success of which has been corroborated by a spectacular increase in passengers. We have also initiated a process of continual quality improvement to our services. Today, we pledge our commitment to continue improving Metrovalencia’s services through the quality standards specified in this Charter.

General message

A 21st century administration must be demanding when setting goals and respond proactively to the expectations of its citizens. The Generalitat Valenciana is tackling this challenge by taking on specific commitments in terms of quality, which are detailed in our Service Charters. Through these charters, citizens of the Valencian Community can demand public service with maximum assurances and know the level of compliance at any given time.

AN ADMINISTRATION FOR ALL CITIZENS

2nd Modernisation Plan of the Valencian Community

The Metrovalencia Service

Metrovalencia is run by Ferrocarrils de la Generalitat Valenciana (FGV) whose objective is to provide the general public with a collective public transport service that offers the highest possible standards of speed, comfort, safety and efficiency. Our network covers the city of Valencia and its adjacent area and provides service to 36 municipalities. In 2007 Metrovalencia registered over 67.5 million passengers.

Quality commitment to the general public

One of FGV’s priorities is for agents to show kindness when dealing with our customers.

• Punctuality: Metrovalencia pledges to maintain an average monthly punctuality rate of 94% on all its train and tram services.
• Ticket refund: When, for whatever reason, there is a delay of over 10 minutes in one of our services and due to this the customer decides not to take the journey, Metrovalencia will return the cost of the ticket*.
• Response to complaints: All complaints made by our customers will be responded to within a maximum of 25 days.
• Cleaning: All our trains and stations will be cleaned on a daily basis.
• Transparency: The level of compliance with our commitments is shown by quality indicators featured on www.metrovalencia.com or www.gva.es/carta.

(*) If the customer has a single-journey ticket, we will refund its cost. If the customer is travelling on a multi-journey card, the journey in question will be refunded. No refunds apply to travel cards with unlimited journeys.

Table of indicators: We measure quality

Help us to serve you better

In the interest of all Metrovalencia customers, we ask you to help us keep our facilities clean.

In accordance with current legislation, smoking is forbidden in our facilities and trains. Out of respect for fellow passengers, we ask that you comply with this regulation.

Please use the automatic vending machines to buy your tickets wherever possible to avoid queues at the ticket booth and to help us speed up the sales process.

Should you have any suggestions, please let us know through our information and customer service offices at the Xàtiva and Benimaclet stations or by using our suggestion form.