Customer service

Applications for personalised ATMV (Agència del Transport Metropolità de València) integrated transport cards with SUMA fare options can be made through the ATMV website.

 

If you want a personalised card exclusively for the Metrovalencia network (metro and tram): TuiN, TuIN Jove, Gent Major, Mobilitat and Mobilitat Anual, you must first register on our website and pick it up at the Espais de Xàtiva, Colón, Benimaclet or Alacant.

Services available

Metrovalencia offers a network of Customer Areas, Care Centre and Kiosks that, among other things, provide the following services

  • Customer Information: timetables, fares, itineraries and, in general, any type of relevant information.
  • Card Management: memberships, duplicates, recovery, renovation, reactivation of large or single-parent family memberships and reactivation of agreements.
  • Management of suggestions, complaints and incidents involving transactions on automatic machines.
  • Management and collection of surcharges.
  • Management of lost and found.
  • Proof in case of train delay.
  • Enquiries on contactless cards.

Also, only in the Customer Areas and Care Centres

  • Management of documents:
    • Requests for support.
    • Proof of payment for travel cards.
    • Proof of journeys taken with TSC.
    • Request to access or modify client personal information. (only in Colon Customer Area)

Customer Area hours

Colón

  • Located on the mezzanine floor of the station, next to the Lametro Room.
  • Open from Monday to Friday during the following timetables:
    • From January, 1st to June 30th and from September 1st to December 31th: from 7:00 a.m. to 9:30 p.m.
    • From July 1st to August 31st: From 9.00 a.m. to 1.50 p.m. and from 3.00 p.m. to 5.45 p.m. from Monday to Friday.
  • Closed on Saturdays, Sundays and holidays.
    • In 2024, Friday, March 29th, Monday, April 1st and Monday, April 8th are considered holidays.
  • In this center we can attend you in English.

Xátiva

  • Located in the entrance hall of the main station, entrance next to Estación del Norte.
  • Opening hours:
    • From Monday to Friday: 7.00 a.m. to 9.30 p.m.
    • Saturdays, Sundays and holidays (except December 25th and January 1st): From 10.00 a.m to 1.50 p.m. and from 4.00 p.m. to 7.45 p.m.
      • In 2024, Friday, March 29th, Monday, April 1st and Monday, April 8th are considered holidays.
    • August 15 and January 6: From 10.00 a.m to 1.50 p.m.
    • In this center we can attend you in English.

Alacant

  • Located in the entrance hall of the Gran Via de les Germanies in the Alacant station
  • Opening hours:
    • From Monday to Friday: 7.00 a.m. to 9.30 p.m.
    • Saturdays, Sundays and holidays (except December 25th and January 1st): From 10.00 a.m to 1.50 p.m. and from 4.00 p.m. to 7.45 p.m.
      • In 2024, Friday, March 29th, Monday, April 1st and Monday, April 8th are considered holidays.
    • August 15 and January 6: From 10.00 a.m to 1.50 p.m.

Customer Care Centre hours

Benimaclet

  • Located in the entrance hall of the main station, entrance on Vicente Zaragozá street.
  • Open from Monday to Friday during the following timetables:
    • From January 1st to June 30th and from September 1st to December 31st: from 7.00 a.m. to 9.30 p.m.
    • From July 1st to 24th: From 9.00 a.m. to 1.50 p.m. and from 3.00 p.m. to 5.45 p.m.
    • Closed from July 25th to August 31st, both inclusive
    • Closed on Saturdays, Sundays and holidays.
      • In 2024, Friday, March 29th, Monday, April 1st and Monday, April 8th are considered holidays.

Customer Kiosks hours

  • Located at ticket windows of the following stations during the following timetables except situations of incidence or service needs:
Monday to Friday Saturdays and holidays
Empalme From 8:00 to 20:00 h From 8:00 to 20:00 h
Àngel Guimerà * From 8:00 to 20:00 h Closed
Mislata * From 8:00 to 20:00 h Closed

* Except for the following periods, during which marked Customer Kiosks are closed:


From the 1st to the 7th of January 2024
From the 16th of March to the 8th of April 2024
From the 24th of Juny to the 15th of September 2024
From the 7th to the 11th of October 2024
From the 2nd to the 6th of December 2024
From the 23th to the 31st of December 2024
From the 1st to the 6th of January 2025

 

Customer information phone

900 46 10 46 – Free

This service is aimed at giving the Metrovalencia customers all the information about our services:

  • Timetables
  • Fares
  • Lost and found objects
  • Interesting places and events
  • Metrovalencia leisure and culture activities
  • Management of suggestions, complaints and incidents relating to operations carried out in automatic machines.

Customer service schedule

  • Working days: From 07:30 a.m. to 10:20 p.m.
  • Saturdays, Sundays and Bank Holidays: From 08:10 a.m. to 09:50 p.m.

Intercoms

Intercoms are communication units found in all metro stations. They are used for direct communication with the Customer Information and Customer Service agents (CIAC) and allow us to be with you in any station or stop on lines 1, 2, 3, 5, 7 and 9.

They are located in the lobbies of all underground and surface stations before and after the ticket validator flaps.

There are also intercoms at all metro stops.

Intercoms