Letter Service

Certified Characteristics

Offered Service

Accesibility

Information

Regularity and Punctuality

Offered Service

Commitment

The amount of travellers on the busses will be appropriate for the correct service of the customers, in such a way that when they get on the bus they will have the necessary space.

Quantity

Passengers traveling on our routes with a degree of occupation of the bus no more than 4,5 persons per square metre.
We guarantee that two consecutive buses will never go by the same stop being full.

Accesibility

The busses will be accessible for people with reduced mobility.

Quantity

100% of the clients of line 5 will find the busses accessible for people with reduced mobility.

Information

Commitment

The customer has the right to have up to date and legible information at bus stops about fairs, lines, timetables....
The customer also has the right to be informed when out of the ordinary scheduled situations occur on the line (festivities, construction work, etc) and in the case of temporary elimination of a bus stop.

Quantity

At least 95% of the bus stops will have up to date and legible information about the stop, the line scheme, frequency of arrival at the stop depending on time periods of the day, time of departure for the first and last bus of the day, fairs and maximum change allowed.
At least 95% of the bus stops with shelters will also have up to date information about the service in the case of out of the ordinary scheduled situations. The same percentage on all stops will give information on the temporary substitution of bus stops when this occurs.

All this information must be found in our web site: www.emtvalencia.es so that at least 95% of the visitors can have this information.

Regularity and Punctuality

Commitment

The time intervals and time of arrival at stops corresponds with those established and published.

Quantity

For at least 85% of the passengers (80% for the other lines), the waiting time for a bus will not surpass by 25% the scheduled time interval which has been published.
Our clients must never wait more than 1,75 of the scheduled time interval that has been published.
The depature time from the beginning of the line of those vehicles that affect at least 85% of the passengers, will not be 5 minutes later than the time that has been established and published. To ensure the correspondence in the Night Lines this deadline was extended to 10 minutes.

Customer Service

Commitment

Our personnel will treat the clients in an attentive and polite way, giving out all the information giving out all necessary and appropriate information related to our services to clients.
We have a customer attention office which will attend anyone who contacts us by mail, by phone or in person.

Quantity

A Behaviour and Customer Service Plan must exist. At least 90% of clients will be attended correctly according to this plan. The total amount of our customers will be answered in the maximum time period of 20 working days. It will facilitate the recovery of lost items that were found on buses, once ownership has been verified.

Confort

Commitment

We will assure the cleanliness, hygiene and conservation of our vehicles and bus stops. We will dispose of a protocol of cleanliness which includes the before mentioned aspects and may include any other necessary elements. Special care will be taken trying to maintain the noise pollution and the gas emisions below the permitted limits.

Quantity

In the protocol of cleanliness we will guarantee that at least 95% of clients which use our facilities (busses, bus stops,...) will do so in a correct state of cleanliness.

Security

Commitment

In case of the bus having an accident or breaking down and therefore not being able to offer it's services , we will proceed to substitute this bus as quick as possible, in order to minimize the inconvenience it could cause to passengers. Passengers will then be allowed to continue their trip on another vehicle belonging to the same line without extra cost.
We will try to maintain a preventive attitude towards the protection of our clients and employees concerning accidents and on board incidents, by taking on actions of improvement and control in order to avoid these situations.

Quantity

Our Plan for the Prevention of Accidents and Incidents contains the necessary markers to guarantee the appropriate level of problems, to avoid passengers falling. 100% of our customers must use safe busses.

Environmental Impact

Commitment

We will comply with the standards and norms concerning environmental pollution, we will reduce our consumption of energy and try to correctly manage the residue we create. All of these measures are taken to try and fulfill the conditions of the ISO 14001 Standard.

Quantity

100% of our clients will use buses with a reduced impact on the environment.

Quality of service

Letter Service

Certified Characteristics

Offered Service

Accesibility

Information

Regularity and Punctuality

Customer Service

Confort

Security

Environmental Impact