Date of Publication: 07/08/2015.
Latest Revision: 30/05/2023.
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 (Commuter) is one of the services most appreciated by citizens, as reflected in the evaluation we receive from the different customer satisfaction surveys that we carry out.
The entire hub of Cercanías (Commuter) Madrid was certified in 2014 after the initial certification of the C-1 and C-5 lines in 2013, which has resulted in extending our acquired commitment to quality and demand by 373 kilometres. In 2017, the C-9 line was removed from the scope of certification because it is a metric gauge service with features that can not be assimilated by the other lines of the hub.
We run more than 1,400 trains a day to meet a demand in excess of 812,509 passengers per day who rely on us for their travel for the purposes of work, leisure and study.
The entire Madrid Cercanías Hub. with the exception of the C-9 Cercedilla – Cotos metric gauge.
This Service Offer contains the commitments to quality of service that we establish with our customers derived from the certification of the Madrid 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 Madrid 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:
Except for C-9