- Service offered:
Coverage of more than 98% of the programmed kilometers.
A maximum occupancy rate of 4.4 passengers per square metre is ensured. - Accessibility:
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. - Information:
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. - Punctuality:
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. - Comfort:
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. - Security:
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.
