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The Community sets up a new centre for passenger service and the handling of property lost in the Metro

Opening hours are from 7 a.m. to 10 p.m. Monday to Friday and from 10 a.m. to 10 p.m. on Saturdays, Sundays and public holidays. The office, located at Plaza de Castilla Station, also accommodates a new Metro shop. Metro Madrid handles around 35,000 lost articles a year. In 2016 the Sol passenger service centre dealt with a total of 33,895 enquiries, 34.52 % regarding Metro routes.

As from today the Community of Madrid is opening a new centre for passenger service and handling lost property at Plaza de Castilla Metro station (Metro Lines 1, 9 and 10, and it is linked to the bus interchange). The purpose of the opening of this new office is to “improve passenger service by providing them with information where and when they may collect their lost article, which is expected to assist the recovery of more items of lost property by their owners”. This was pointed out today by the Regional Secretary of Transport, Housing and Infrastructure, Rosalía Gonzalo, during her visit to the new facilities.

Every year Metro Madrid handles some 35,000 lost items, with a daily average of close on 100. The main kinds of articles recorded in 2016 were public transport cards (52.2%), wallets (7.8%), bank cards (6.4%), purses (4.0%), handbags (3.3%) and telephones (2.7%). Of all these items, 20% were collected by the owner at stations, 45% were handed over to the Regional Transport Consortium through being public transport cards, while the Madrid City Council lost property office received the remaining 35%.

Articles lost in the Metro network remain for an average of 5 days at stations awaiting being claimed by their owners. At the end of that period, they are transferred to the Canillejas warehouse, where they are received, recorded and kept until their subsequent forwarding to the Regional Transport Consortium (in the case of public transport cards), or to the Madrid City Council lost property office (all other articles).

With this new setup, articles will be transferred straight from stations to the Plaza de Castilla office, remaining permanently available in the Metro for collection by their owner for three-four weeks, which represents a considerable increase in time. The opening hours are from 7 a.m. to 10 p.m. Monday to Friday and from 10 a.m. to 10 p.m. on Saturdays, Sundays and public holidays.

In addition, users may enquire by telephone 917 796 399 whether their article has been found and, if so, where it is located (station, lost property office or relevant body). A lost property information request form will be available shortly at the Metro Madrid website.

With this initiative, Metro Madrid joins the main railway systems in the world, such as New York, London, Sydney, Paris, Washington or Tokyo, which already have an office for storing articles found in their facilities.


Besides the formalities connected with lost property, this new office offers users the services that are already provided at the passenger service centre at Sol Station, namely Metro information in different languages (fares, timetables, train frequencies, operating events, etc.), besides recommended routes on the different means of transport or information relating to entertainment, culture and other services. During 2016 a total of 33,895 enquires were attended to, of which 11,702 (34.52 %) referred to Metro routes, 9,135 (26.95 %) were queries relating to the Public Transport Card and 3,546 (10.46 %) regarding the Metro service.

As at the Sol Station passenger service centre, Metro products are on sale at this new Plaza de Castilla centre. Last year a total of 2,791 products were sold at Sol. The best-selling items included a mug with the Metro map, a card holder with the same map, and Metro Madrid rhombus magnets.

In addition to these two physical shops, we have to add the online store at website www.latiendademetrodemadrid.com. Special mention should also be made of a promotion on account of the opening of the new Plaza de Castilla shop, under which a 30% discount is offered on all products purchased at this new facility until 17 November next.


Amongst the lost articles that passengers have left behind on trains and at stations, there are items of all kinds ranging from the most widely assorted to the most unlikely, such as microwave ovens, wheelchairs, prams, television sets, false teeth and a rucksack containing 1500 euro.

Some forgotten things have also given rise to very strange stories with a happy ending, such as the passenger who left a plane ticket to Germany and thanks to the Metro staff, who took it to terminal T4, was able to catch the flight in time; or the story of a priest who forgot a rucksack with all the items needed to conduct a church service (including a stole and a breviary), which he was also able to recover. We have to bear in mind that there are articles connected with specific events or stations: at foot ball matches more scarves are lost, in the examination period more notes, and on rainy days, more umbrellas.


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