Easy-to-read Metro user guide
This guide simply explains how to use the metro.
It allows people with intellectual disabilities or other comprehension problems to use the metro on their own without assistance.
Here you can download the full version of the, Metro User Guide
You can also watch the full video on how to use Metro by clicking here.
- How can I find a metro entrance?
- What are the entrances to Metro stations like?
- Use of transport cards
- Who can inform you at Metro?
- How can you find your way around the stations?
- The train trip
- Communicating in aid and emergency situations
- Arrival at your destination
- Where can I get more information?
How can I find a metro entrance?
- Metro stations can be accessed from the street.
- On the streets, there are signs on lampposts directing you to the nearest station.
- These signs tell you how far away the station is.
- For example, this sign tells you that the nearest Metro station is 400 metres away.
- This other sign tells you that the nearest Metro station is 300 metres away and has a lift.
- You can also find this other sign that tells you the nearest lift to enter a station.
You can also learn how to find an underground entrance in this video
What are the entrances to Metro stations like?
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The entrance from the street
Metro station entrances are marked with the Metro logo so you can recognise them.
This is the Metro logo:
There are different types of entrances:
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Stairs to an open entrance to the street.
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Stairs inside a covered access, called pavilion.
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Lift entrance.
At the entrances to the station, you’ll see the following information on signs:
This is the explanation of each of the numbers in the image:
- The name of the station.
- The colour and number of lines passing through the station.
- The name of the street where the entrance is located.
- Other added information, e.g. if there is a connection to suburban trains.
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Down to the station
Using the stairs:
- To get down to the station, there are stone stairs and escalators, depending on the stations.
- The colour of the paving can be yellow or black at the top and bottom of the stairs. This is an aid for the blind or visually impaired.
- The handrails of the stone stairs have Braille dotted aids for the blind at the top of the stairs:
- We recommend you always hold on to the handrail when going down stairs. It’s safer.
- In addition, you can go down escalators at some stations.
- Always remember to follow these escalator safety rules:
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- No running.
- No sitting on the steps.
- No prams allowed.
- Children should be held by an adult.
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- No kicking on one side.
- No inserting feet between two steps.
- No dogs allowed.
- All users should hold on to the handrail.
Also follow these recommendations
- No stopping at the top of the stairs.
- Stay to the right.
- emergency stop button
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- You can use the emergency stop button on the escalator when there is a problem.
- You can only use it for a justified reason. If you press the button for an unjustified reason or unnecessarily, Metro de Madrid may fine you.
Using a lift:
- You can also take the lifts down to the station.
- There are signs before entering the lift. These signs inform you of:
This is the explanation of each of the numbers in the image:
- The lift is for people who need it, such as the elderly and wheelchair users.
- They also tell you on which floor the Metro lines you can use are.
- Other services and the floor on which they are located, such as Bibliometro and Public Transport Card Offices.
- The dots at the end of the sign are Braille dots for the blind with the same information.
Always remember to follow these lift safety rules:
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- Never put your hand between the lift doors.
- Never force doors to get out.
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- In the event that the lift stops suddenly:
- Step 1. Stay calm.
- Step 2. Press the button (bell) for 3 seconds.
- Step 3. Wait for a response.
- Step 4. Explain what happened.
- Step 5. Follow the instructions you are given.
- In the event that the lift stops suddenly:
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- Sometimes, escalators or lifts may not work. In these cases, you’ll see signs indicating that they are out of order. Follow the signs and the instructions of Metro staff.
This sign tells you that you may not use the stairs.
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The entrance gates
Before entering the station lobby, there are glass doors.
These doors are signposted:
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- Enter through the gates with the blue "Entrance" sign.
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- Exit through the gates with the green "Exit" sign.
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- Do not enter or exit through gates marked "No Entry" in red.
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- In some stations, there is a blue opening button to the right of one of the entrance gates.
It means that this gate is accessible.
Press to open the gate.
Don't push it.
- In some stations, there is a blue opening button to the right of one of the entrance gates.
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- At the exit, the push button is green.
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- Avoid entering or exiting through doors with broken glass or a caution sticker.
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You can also learn what the entrances to the Metro stations look like in this video
Use of transport cards
To travel with Metro, you need a transport card.
These cards can be topped up at:
- Automatic machines at Metro stations.
- Tobacconists.
- Some of Bankia's signposted ATMs.
The cards you can use in Metro are: Multi Card, Public Transport Card and Blue Card.
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Multi Card
You can buy the Multi Card:
- On Metro’s automatic machines.
- At tobacconists and other authorised points of sale.
At Metro, we call tickets "transport tickets".
In this guide we’ll talk about tickets.
But remember the words "transport ticket" when talking to Metro staff.
You can buy the Multi Card with these tickets:
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- For only 1 part of Metro:
- Single, 1 trip.
- 10 trips, on Metro and EMT buses.
- For various parts of Metro:
- Combined Single, 1 trip.
- 10 trips Combined.
- To get to and from Adolfo Suárez-Barajas Airport:
- Single + Supplement, for 1 trip
- Combined Single + Supplement, for 1 trip
- Supplement, for travellers with 10 trips.
- For only 1 part of Metro:
These tickets are priced separately from the card.
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Public Transport Card
You can buy the card at the Public Transport Card management offices.
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It’s a personal card, with your name and photo.
On this card you can top up:
- Normal 30-day transport passes.
- 30-Day transport passes with discounts for disabled people or large families.
- Single and 10-trip tickets.
The 30-day pass allows you to travel on Metro, bus and suburban trains for 30 consecutive days.
There is also a transport pass for a whole year, called and yearly transport pass.
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Blue Card
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The Blue Card is personal and has your name and photo.
It is a 30-day pass only for Metro within zone A, ML1 of Metro Ligero and buses in Madrid.
Not valid for Renfe’s suburban trains and intercity buses.
This card is for people over 65 years old and people with disabilities who have lower incomes and are registered in the city of Madrid.
When in doubt about the card or ticket you need, ask Metro staff at the stations.
They’ll help you.
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Machines for topping up cards
There are machines where you can top up your Multi Card and Public Transport Card at all Metro stations.
This is the explanation of each of the numbers in the image:
- For all types of cards and tickets. It only allows payment by debit or credit card.
- For single, 10-trip and Multi Card tickets. It allows payment by banknotes and coins and by debit or credit card.
- For all types of cards and tickets. It allows payment by banknotes and coins and by debit or credit card.
To use them:
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You have to touch the screen with your finger.
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Then a screen appears that gives you choices.
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Insert the card into the slot indicated on the machine.
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You can top up different types of tickets on your personal card or on your Multi Card.
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This is the screen to buy a Multi Card without an initial top up of tickets.
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At the machine, you can check how many trips you still have on your Multi Card.
You can top up your Multi Card or Public Transport Card at the machine. You can check the date you topped up your pass on the machine if you have forgotten it.
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All machines are adapted for the visually impaired.
- There are yellow markings in some parts of the machine with Braille dots. These are aids for the visually impaired.
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In addition, there is a user-friendly button on the display.
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All machines are adapted for the visually impaired.
- This button changes the display.
- A voice from the machine asks you to insert the card into the slot. Afterwards, a display appears for you to choose the ticket you want to buy.
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The entry and exit turnstiles
The turnstiles are the access gates to the station platforms.
To get to the station platform, you have to pass your Multi Card or Public Transport Card through the turnstiles.
The turnstiles of the stations look like this:
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With sliding gates.
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With access turnstiles.
Some gates are wider.
These turnstiles are for wheelchair users or families with prams.
Some turnstiles have a sign above them for better visibility.
In addition, all turnstiles have a green arrow. This arrow indicates where you should walk through.
In addition, there is a communication intercom.
You can use it to talk to Metro staff and ask for help.
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- The intercom has a grey or green button on the bottom right corner. To call for help, touch the grey or green button.
- You need to speak through the yellow circle.
To enter the Metro station, you need to hold your Multi Card or Public Transport Card over the green circle on the turnstile.
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- You always need to carry your card with you inside the stations.
- You have to show the card to Metro staff when asked to do so.
Also, at some stations you need to use the card to exit through the turnstiles. These are the stations of the Metro lines in zones B1, B2, B3 and those of the Metro Ligero.
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The Metro network fare zones
The Metro network is divided into different zones that you should take into account when topping up your card with tickets:
- Zone A:
- It includes Metro de Madrid and Metro Ligero ML1.
- Zone B1:
- MetroEste: on line 7, from Barrio del Puerto to Hospital del Henares.
- MetroNorte: on line 10, from La Granja to Hospital Infanta Sofía.
- Part of MetroSur: the stations on line 12 in Alcorcón, Getafe and Leganés. These stations are also included:
- Line 10: Joaquín Vilumbrales and Puerta del Sur.
- Line 11: La Fortuna.
- Part of TFM: on line 9, from Rivas-Urbanizaciones to Rivas Vaciamadrid.
- Metro Ligero ML2.
- Part of Metro Ligero ML3: from the Colonia Jardín stop to Ventorro del Cano.
- Zone B2:
- Part of MetroSur: the stations on line 12 in Móstoles and Fuenlabrada.
- Part of ML3 of Metro Ligero, from the Prado del Espino stop.
- Zone B3:
- Part of TFM: on line 9, from La Poveda to Arganda del Rey.
- Zone A:
You can also learn how to use the transport cards in this video
You can also learn how to use the different types of fare cards and fare zones in this video
Who can inform you at Metro?
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General information at Metro
When you need help or have a question, we recommend you:
- Look for station staff.
- Estation staff members are dressed in uniform with a blue jacket or coat and navy blue trousers.
- In summer, they can be dressed in a white shirt with blue checks. Some women may wear a navy blue skirt.
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Metro station staff in uniform.
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Metro driver in uniform.
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Metro station staff in uniform.
- Use the intercoms.
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Station intercom.
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Ticket vending machine intercom.
In addition, you also have these aids:
Help plans
Information signs in lobbies and on platforms informing you of:
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Ticket and transport pass prices.
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Map of the streets near the station.
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The frequency of trains, i.e. how often they run, depending on the time of day.
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Warnings, such as road works and train disruptions.
Mobile App
And the customer service telephone numbers
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900 444 404
- Look for station staff.
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Information on problems
Problem 1
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- A machine, a turnstile or an intercom doesn’t work. You’ll see yellow or red signs:
Problem 2
- A line or station is closed. Metro reports this in the following ways:
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On information stands at station entrances, like the example in this photo.
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With illuminated signs at the entrance or on the platforms.
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On the displays of the ticket vending machines.
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Through the public address system in stations and inside trains.
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You can also learn who can provide you with information on Metro in this video
How can you find your way around the stations?
At Metro, you’ll find many information and orientation signs inside the stations, at the metro entrances and at the different access points.
Signs help you find out where you are and where you can go.
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Metro line indications
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- Metro consists of a network of numbered lines.
- Each line has several stations.
- Lines 1 to 12 and R are Metro lines.
- The R line is named after the word Ramal.
- The Ramal line connects Ópera and Príncipe Pío stations.
- ML1, ML2 and ML3 are Metro Ligero lines.
- The same station may be on a single line or on several lines.
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The colours of the lines can be seen in a strip at the entrance or throughout the station.
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At the entrance.
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Inside the station.
There are stations where several lines intersect. These stations correspond to several lines.
At these stations, there is a strip with the colour of their line below the station name.
For example, at Nuevos Ministerios station, there is a grey stripe on the Line 6 platform, a pink stripe on the Line 8 platform and a blue stripe on the Line 10 platform.
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Line 6.
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Line 8.
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Line 10.
The colours of the walls are not related to the Metro line.
For example, a station with yellow walls may be Line 3 or another line of a different colour.
Wall colours can be different depending on the station.
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Direction signs
Inside the stations, there are several types of blue signs to guide you in a direction:
Towards the line platforms:
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No station list.
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With station list.
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You can find correspondence signs with other lines when several lines cross at the same station.
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Towards the exit:
This sign is green.
It may indicate one or more exit streets and the odd or even numbers of the pavements:
Image with direction signs.
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On the platform:
You have signs showing you how to get to the platform of another line, when several lines cross at the station.
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Lift signs
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There are lifts in many Metro stations.
You can find the lift as follows:
- On the street, they are near the entrance with stairs.
- Inside the station entrance pavilion, after the glass doors at the entrance.
- In the lobby.
- On the platforms.
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Lift inside a pavilion.
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The lifts have signs with:
- The Metro logo.
- The name of the station.
- The colours of the Metro lines that connect with that station.
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A green sign with the word “Lift" indicates a lift to an exit.
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On the door of the lift, you’ll find information about where the lift takes you..
The lift can take you to the exit, a platform or an intermediate floor.
See which one is the one you need!
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Remember
No entering lifts that are out of order.
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Signs on escalators
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There are many escalators in Metro stations.
Escalators can take you from the street to the lobby and from the lobby to the platforms.
The deepest stations have several flights of escalators.
Escalators can run upwards or downwards.
Downward escalators have a green light at the top.
It’s an aid for the visually impaired.
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Remember
No using a stationary escalator.
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Floor signs
Metro also uses floor signs.
You can find these signs at:
- At lift doors: white, black or yellow.
- At the top and bottom of the stairs and escalators. Soon in all stations.
- On the platform, to mark the first and last door of the first carriage of the train in grey.
Stop signs for the first carriage of the train- At the edge of the platform, to indicate the danger limit regarding the track, it’s yellow with dots.
- The podotactile paving is a thickly striped or thickly dotted tile.
- They come in various colours: grey, yellow or orange.
- These tiles help the blind.
- The striped tiles guide you to go from one place to another.
- Dotted tiles indicate a multi-path crossing or platform edge.
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- Some of the striped tiles also indicate the location of ticket vending machines.
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Accessibility sign
The symbol is called the International Symbol of Access. It is also known as ISA.
This symbol is for all the disabled, not just wheelchair users. You can find this sign on Metro platforms.
This sign marks the safety area for entering the train.
You can also find ischiatic supports on the platforms to rest on.
You can also learn how to find your way around the stations in this video.
The train trip
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What are the carriages like?
In Metro, each section of a train is called a carriage.
Some lines are wider than others. Therefore, only certain types of trains can run on them.
- The narrowest trains run on lines 1, 2, 3, 4, 5 and R and this is what they look like:
- On lines 6, 7, 8, 9, 9, 10, 11 and 12 the trains look like this:
- On lines ML1, ML2 and ML3 Metro Ligero the trains look like this:
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How to wait for the train to arrive at the station
Always wait at the section of the platform where the first carriage will stop.
It’s usually marked with grey stripes on the ground.
Wait for the train to come to a complete stop before approaching it.
If possible, wait close to the wall.
Never go beyond the yellow stripe at the edge of the platform!
To enter or exit trains you can find doors without buttons, doors with buttons or doors with handles.
Here are some examples:
Remember to follow the safety rules for entering and exiting trains:
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Let people out before going in.
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Be careful not to drop objects on the track when exiting the train.
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Be careful not to put your foot between the carriage and the platform.
No:
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Entering or exiting after the whistle blows.
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Holding the doors.
Also, no:
- Putting your hand between the doors or between the door and the chassis.
- Passing from one carriage to another using the emergency door.
Use the emergency stop handle only in an emergency or when in real need of help.
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Remember
Do not use it for no apparent reason.
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What other information signs are there on trains?
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- A voice over the PA system announces the name of the next station. It also warns of stations that are on a curve.
- Travellers should be careful not to put their foot between carriage and the platform at these stations.
- In addition, train drivers can also warn of unforeseen events using the PA system. For example, a problem in the lines that slows down the pace of the train.
- There are Metro maps and a panel with the stations on each line.
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- There are illuminated exit door signs.
- They usually indicate the next station, with an arrow indicating the exit door side.
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- There are signs in the windows about seats reserved for the elderly, pregnant women or users with reduced mobility.
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- On some trains there are illuminated exit door signs.
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- In the first and last carriage of some trains there is a space reserved for wheelchair users.
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- Door unlocking signs are provided so that passengers can open the doors in an emergency.
You can also learn how to travel by train in this video
Communicating in aid and emergency situations
During the trip, a situation may arise that you don’t know how to solve and may need help with.
Metro can report unusual situations, for example, when a line or a station is closed.
Metro reports this in the following ways:
- PA system at stations.
- Through the PA system inside trains.
- With illuminated signs on the platforms.
- For the information stands in the lobbies.
In these situations, you have several options to ask for help:
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Metro staff
They are the people who can help you.
They will also give instructions in the event of an unforeseen situation.
Always follow their instructions.
Metro staff may wear a yellow waistcoat with the Metro logo in unusual and crowded situations.
Metro staff with a tablet.
Metro staff wearing identification waistcoats.
Metro staff wearing identification waistcoats.
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Underground security guards
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Intercoms
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- They are in lobbies, on platforms and at turnstiles.
- In addition, you can also find an intercom on the vending machines to communicate with us., en las máquinas de venta también puedes encontrar un interfono para comunicarte con nosotros.
Intercom.
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- If you can’t find Metro staff in an emergency situation, look for the "Emergency Exit" signs.
- Walk calmly to the nearest exit.
Image indicating the direction of the emergency exit.
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Remember
Never use lifts and escalators in emergency situations.
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You can also learn how to communicate in aid and emergency situations in this video.
Arrival at your destination
When the train arrives at your destination station, you’ll find green signs on the platforms indicating your destination:
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- The exit.
- The nearest streets.
- Direction arrows when there is more than one exit.
- Arrows indicating that you can take the lift out.
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- On the platform, you have signs showing you how to get to the platform of another line, when several lines cross at the station and you need to transfer.
In the corridors, there are also green signs indicating "Exit" and the nearest street(s).
At stations in zone A, you’ll arrive at a different exit barrier to the turnstile.
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You can exit without swiping your card.
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You need to go through the exits indicated by a green arrow.
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You may not go through the turnstiles with a red flag.
At other stations, you need to swipe your card again like at the entrance.
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- Finally, before you reach the street you’ll find the glass gates. Exit through the gates marked with a green "Exit" sign.
- One of the access gates will be marked as an accessible gate with an opening button.
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- Press to open the gate.
- You can see it with a green sign.
You can also learn what it will be like to arrive at your destination in this video
Where can I get more information?
You can ask for more information in the following ways:
In the stations
- On the posters we have put up on the walls and screens at the stations.
- In the videos on the screens on the platforms.
- PA system at stations.
By telephone and internet
- Through our customer service lines
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900 444 404
- On our mobile app: Official Metro de Madrid.
- On our social media accounts.
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Twitter
https://twitter.com/metro_madrid