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 customer satisfaction survey that we carried out.

The commuter train service in the metropolitan area of San Sebastián began operating at the end of the 20th century, providing an efficient connection with the capital of Gipuzkoa and ensuring rail transport in the Oria Valley, the upper part of the Urola Valley and the Bajo Bidasoa region. Every day, more than 22,800 passengers rely on the service we provide to get around.

We operate more than 82 daily services, as established in the contract with the central government, offering extensive coverage to cities such as Irún, Lezo-Errenteria, the metropolitan area of Donostia-San Sebastián, Hernani, Andoáin, Tolosa, Ordizia, Beasáin and Zumárraga. However, due to the work being carried out by ADIF and ETS to implement the third lane between Irún and Hernani, the number of services was reduced to 78 in 2017 and, more recently, in 2024, they were further reduced to 47.
 

• C-1 Irún - Brínkola

This Service Charter sets out the service quality commitments we make to our customers on the San Sebastián Cercanías (Commuter) rail network in accordance with the UNE-EN 13816 standard. This European standard establishes, through its Specific Regulations for Public Passenger Transport, the requirements for each and every one of these commitments, which are grouped into eight main sections. These requirements must be measured periodically to verify their degree of compliance and, where necessary, corrective measures must be implemented to achieve the established levels.

This document includes the definition of these commitments, as well as the levels and standards that we assume and whose degree of compliance will be communicated annually through the Renfe Cercanías San Sebastián 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 provide. 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:

• Services
• Ticket
• Passenger Rights and Obligations
• Responsibility of Renfe
• Extra services

You will find information on this on trains and at stations, although more detailed information is available at staffed stations and at Renfe website.

Renfe Viajeros' (Renfe Passengers') activities are carried out in abidance with the following regulations:

• Law 38/2015 of 29 September 2015 on the Railway Sector.
• Royal Decree 2387/2004 of 30 December, which approves the Railway Regulations.
• Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on the rights and obligations of rail passengers.
• And any provisions that may be applicable.
   

• 1. Go further in providing guidance to the customer, offering a reliable, fast and safe service.

• 2. Encourage innovation and training, incorporating the new technologies, above all those aimed at security, energy efficiency and passenger information.

• 3. Adapt what we offer in order to respond to citizen demand for transport and mobility, meeting their expectations and required levels of quality.

• 4. Modernise our rolling stock to meet the needs of renewal, growth and the development of new services.

• 5. Establish commitments to service quality with our customers

• 6. Contribute to the sustainable development by optimizing the energy resources necessary for carrying out our activities.

• 7. Have available communication channels with our customers, in order to receive and resolve their complaints, suggestions and information needs.

• 8. Inform appropriately about service incidents, alterations and changes.

• 9. Maintain our facilities and trains in adequate conditions of cleanliness, comfort and operation.

• 10. Be capable of making a substantial contribution to the sustainable and safe mobility of our passengers, responding effectively to the mobility requirements set by society.

• 1.  Service Offered. We commit to making a general offer of services to adapt to the needs and expectations of our customers. The difference between levels of satisfaction and expectation must not exceed 10 %. At least 90 % of passengers will travel with a level of occupation not exceeding 4 standing passengers per square metre.

• 2.  Accessibility. We are committed to improving the accessibility of stations every year so that they are accessible to 90% of our passengers. More than 90 % of passengers will find mechanical devices available and fully operational. 90 % of passengers will be able to acquire tickets before boarding the train, and 95 % of passengers will be able to validate them before and/or after the journey.

• 3.  Information. Passengers will find the necessary information on the service offered permanently updated on the trains and stations, as well as the means of contact with Renfe Cercanías (Commuter). At least 90 % of trains and 95 % of stations will have this information available.

• 4.  Time. Times of arrival must match the times set and published, and at least 98,5 % of trains will arrive on time at their destinations. For the fulfilment of the commercial offer, the percentage of trains arriving at their destination 5 minutes or less late will be taken into considered, classifying trains that are cancelled or not run as non-punctual.

• 5.  Customer Service. Passengers must treated respectful and cordially. We will make periodic customer satisfaction surveys to find out how the service provided is perceived and valued. Such overall customer perception must be greater than 7 and no less than 6.5 on a scale of 0 to 10. At least 80% of complaints must be answered within 20 days, and the other complaints within the period established by the current regulations (30 days). In addition, in the San Sebastián Cercanías (Commuter) rail network, the following minimum in-person customer service will be guaranteed at the following stations and times: Irún, Donostia-San Sebastián, Tolosa and Zumárraga: Monday to Sunday from 7:30 a.m. to 12:30 p.m. and from 3:30 p.m. to 8:30 p.m.

• 6.  Comfort. At least 95 % of passengers on trains will travel with adequate temperature control to guarantee comfort inside the train. Passengers must find stations and trains with a satisfactory level of cleanliness in accordance with an established cleaning and maintenance plan, rated above 7 and no lower than 6 on a scale of 0 to 10. Furthermore, vehicles will be equipped with remote indicators and public address systems, the functionality of which will be ensured on at least 95% of journeys.

• 7.  Safety. Both on trains and at stations, passengers will feel safe against crime, with the service responding to customers’ expectations. The difference between levels of expectation and satisfaction must not exceed 10 %. 100 % of passengers will be protected on their journeys by Emergency Plans, which will be updated periodically.

• 8.  Environmental Impact. Environmental Indicators will be available about management of the service, in particular about energy consumption. The environmental information will be published annually on the Renfe Cercanías San Sebastián website.
   

You can send us any complaints, suggestions or information requests to:

• Postal Address: ADIF Irún Station, Cercanías (Commuter) Rail Offices. C/ Estación s/n Social Building, 1st Floor. 20301.- Irún
• e-mail: San Sebastián customer 
• Telephone: 94 384 12 51. Weekdays from Monday to Friday from 9:00 to 14:00 and from 16:00 to 18:00.

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.

We thank you for your help and collaboration in improving the service we provide