Date of Publication: 23/09/2005.
Latest Revision: 29/11/2022.
Renfe Cercanías (Commuter) provides passenger transport in areas of intense, recurring travel, applying the criteria of quality, efficiency, innovation and guidance for the customer.
Our aim is to consolidate our service as one of essential, efficient and prestigious public transport, and to establish it as a point of reference for sustainable, safe citizen mobility. Certification in accordance with the UNE-EN 13816 Standard (Public Passenger Transport) adapts and contributes to this goal. We also believe that our performance in our daily operations meets with the parameters set for quality, and that Renfe Cercanías is one of the services most appreciated by citizens, as reflected in the evaluation we receive from the customer satisfaction survey that we carried out.
Railway transport in the capital of the Biscay province came into operation at the turn of the 19th Century. Although a lot has changed, one thing has remained the same since then: the intention to provide the people from the Biscay province and from Bilbao in particular with the best public transport possible. Every day more than 34,900 passengers use our service to make their journeys.
We operate more than 327 services a day covering a large part of Greater Bilbao, on three lines that run from Orduña in Alto Nervión, to Muskiz in Las Encartaciones and Santurzti in the centre of Ría del Nervión.
This Service Offer contains the commitments to quality of service that we establish with our customers on the three lines of the Bilbao Cercanías Hub, certified in accordance with the UNE-EN 13816 Standard. This European Standard, through its Particular Regulation for Public Passenger Transport, sets required levels for each of these commitments, grouped into 8 major sections. These levels must be measured periodically to verify the degree of compliance. If necessary, corrective steps must be taken to reach the set levels.
This document contains the definition of these commitments, as well as the levels and standards that we take on. We will communicate our level of compliance annually on the Renfe Bilbao Cercanías Website.
We aim to have a global, integrated vision of quality of service: from the viewpoint of customers, what they expect and what they perceive; and from the viewpoint of Renfe Cercanías (Commuter), what we offer and what we put into service. The aim is to reduce possible differences between what customers expect and what they perceive, and between the service proposed and that finally given.
The contractual relationship between Renfe Viajeros (Renfe Passengers) and its passengers is regulated by the general terms and conditions with passengers, which refer to the following:
You will find information about extra services in trains and stations, but you can find more detailed information in staffed stations and at the Renfe Website.
Moreover, Renfe Viajeros' (Renfe Passengers) activities are carried out in abidance with, among others, the following regulations:
You can send us any complaints, suggestions or information requests to:
If you consider it necessary, you can request the Complaints Book at staffed stations in times of customer service.
In all cases you will be attended as fast as possible.
Thank you for your help and collaboration towards improving the service we provide.