- Service offered:
Coverage of more than 98% of the programmed kilometers.
A maximum occupancy rate of 4.4 passengers per square metre is ensured.
A degree of availability of more than 95% is ensured for escalators and lifts.
An availability level of more than 95% is ensured for vending machines and 96% for cancellation machines.
Availability of more than 95% of the planned information items at stops and units.
It is assured that in more than 94% of delays of more than 10 minutes, customers will be informed of the stations affected.
At least 97% of service disruptions requiring alternative transportation are reported within 12 minutes.
More than 90% of trains are not delayed.
- Customer service:
96% of complaints are answered within 18 days.
In terms of personal treatment, two objectives are established: that the performance of FGV employees in terms of availability, commercial attitude, skills and appearance described in the Customer Service Plan obtains an average score of over 7.5.
Metrovalencia customers are guaranteed that there will be no sudden movements during the journey and that the temperature of the trains will be appropriate.
Over 95% compliance with the Cleaning Protocol is ensured in all trains and stations.
It is assured that we have no more than 35 public safety incidents per million travellers.
Provision of full safety equipment in trains, stations and tunnels.
- Environmental impact:
Optimisation of energy consumption, ensuring energy efficiency of over 98%.
Metrovalencia undertakes to take the necessary measures to manage traction energy consumption in positive terms, establishing indicators to monitor compliance.