Metro de Madrid

The main aim of Metro de Madrid is to offer the public the best possible public transport service. In order to obtain the satisfaction of the public, the Metro de Madrid Management has assumed the commitment of constantly improving the quality of the service provided.

The main guidelines for fulfilling this commitment include, amongst others, the following measures:

•  Maintaining all our facilities and trains in superior conditions of cleanliness to the demanding standards established.

•  Improving the means of information in order to be able to provide the necessary information about any change or incident that could involve a delay.

•  Adjusting frequency to the number of trains necessary at any time of the day, in order to continue to be the fastest means of transport.

•  Contributing to care of the environment, minimising energy consumption and suitably dealing with waste generated.

•  Maintaining and improving human and material resources in order to ensure maximum safety at our facilities.

•  Paying attention to staff training at our company, so that they are perfectly able to deal with customers in the event of any incident or information required, with absolute effectiveness and politeness.

•  Treating all our customers as people who deserve all our interest and respect, providing all the means necessary to listen to and assess their opinions and suggestions.

•  Speeding up and resolving any complaints or claims from our customers via the means provided, where their opinion is highly valued and can be used by us to improve day by day.

•  To carry on modernising our facilities and trains to offer maximum speed and safety.

•  To know as much as possible about the requirements, expectations and degree of satisfaction of our customers.

This is why the Management at Metro de Madrid, S.A. will, as part of its Strategic Policy, establish the plans and resources necessary to achieve the aims set out in the Quality Policy.