CITIZEN CHARTER 2018 Edition December 2018
Edition: December 2018 Edition December CITIZEN CHARTER 2018 2018
General information
Since 1921 SARFA performs transport services trough the road trip. Since 2000 SARFA is included at Moventis. Since 1988 is the current concession holder of the public transport from Barcelona to Cadaqués and since 1994 the service from Figueres to El Port de la Selva.
Through the Citizen charter, we intend to know to our customers our commitment about quality, the environment and security and health of our employees, and our desire to constantly improve.
Service offer
SARFA lends its urban transport through a network of 31 intercity day line and 2 intercity night lines.
Information on routes and timetables of each line can be found at each of the stops and in brochures distributed to all stations and points of ticket sale, at the website www.moventia.es or also by phone at 902302025. To purchase, reservation and to know more about schedules and fares originated destination ON LINE www.sarfa.com
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Rights and obligations of the users
SARFA have an approved regulation by Departament de Territori i Sostenibilitat de la Generalitat de Catalunya where the Rights and Obligations of the users of the public transport of bus are collected.
This document will be available in our website www.moventis.es and also in the all vehicles and points of ticket sales.
Pre booking seat
The advance booking seat is available in the all lines of concession SARFA, except the lines between Palafrugell to Calella – Tamariu, Palamós – Calonge, Sant Feliu de Guíxols – Santa Cristina d’Aro and to the lines from Costa Brava to Girona Airport. Pre booking can be done in 30 days in advance, by the direct shop at the offices of ticket sale of SARFA. Also it is possible to by transport tickets in the same advance by the web www.sarfa.com.
Accessibility
It is intended that at the corporate level, as a quality objective, the distribution of vehicles adapted to PMR be regular for the different lines, so that there are no lines that have several adapted vehicles while other do not have any. This commitment of assignment to lines will be developed in accordance with the accessibility objectives imposed by the Plan of Improvements of the Generalitat of Catalunya.
In order to ensure the use of an adapted vehicle, it should only apply to the customer helpline 902302025 or 972300262. SARFA agrees to make available one adapted vehicle if the users made the apply 24 hours in advance to the expedition.
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Nowadays, the proportion of adapted vehicles that Sarfa has is as follow:
a 01/12/2018 Num. vehicles 108 Adapted 81 PERCENTAGE 75 %
Contact with us
Contact with us
Direction C/ Mas Resplandis 6-8 Polígon Industrial Riera d’Esclanyà 17255 Begur
By phone 902 302025 972 300262
By fax 972 300039
By mail [email protected]
Punctuality
In cases of considered unacceptable delays during the course of the journey of the lines and attributable to our enterprise, this enterprise will give one ticket back with the same characteristics as the user has; it can be used when customer want. In cases of accident or Vehicle breakdown in order to prevent the end of the service, the company will make possible means to rescue and complete service.
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Customer Care Service
Complains and suggests that our users send it to us will help to improve the services that we offered. SARFA has different kinds of channels through which they can manifest complains and suggests, or any kind of communication that they want to execute.
In both our offices of SARFA and in the interior of our buses, Sarfa offers its customers and client’s official sheets of complaints.
Transport tickets available
In ATM of Girona (Flaçà –Girona - Madremanya - Girona, LLagostera - Girona) SARFA the main system is imposed by the Autoritat del Transport Metropolità of GIRONA (ATM), then, any aspects to be changed will depend on the guidelines of the authority in this area. The vehicles of SARFA have the technology required for ATM Girona for the validation and recharge targets of ATM Girona.
In the lines Palamós - Calonge and Sant Feliu - Sta. Cristina there are 10 trips tittles by contactless card that customers has to buy in advance at the bus with 90 days to spend it after the first validation.
The customers have: • Title T10/120 Barcelona - Costa Brava Centre, it can be used at the line from Barcelona to Escala, with the origin or destination Barcelona. • T10/120 from Barcelona – Costa Brava Nord it can be used at the line from Barcelona to Cadaqués with the origin or destination Barcelona. • T10/120 from Girona – Costa Brava Nord it can be used in any origin or destination of lines: - 5 Caldes de Malavella – Girona
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- 41 Palafrugell - La Bisbal d’Empordà - Girona - 42 Palafrugell – Platja d’Aro - Girona - 43 Caldes de Malavella – Girona per la N. II - e3 Girona – Palamós – Palafrugell (Bus Exprés) - e6 Roses – Figueres (Bus Exprés)
Each title has 10 trips to spend in 120 days since the first validation. The Departament de Territori i Sostenibilitat de la Generalitat de Catalunya put the rates, and for this year 2016 are:
PVP PVP Titols Targeta T10/120 Barcelona - Costa Brava Centre 100,00 € 3,00 € T10/120 Barcelona - Costa Brava Nord 120,00 € 3,00 € T10/120 Girona - Costa Brava Centre 40,00 € 3,00 € T10/120 Figueres – Roses 12,00 € 3,00 €
At the rest of the lines have titles with a 10 trips minimum between each origin and destination with a 10% of discount and 90 days to spend it after the date of purchase. This titles are only available at the own ticket sale of SARFA. In the lines of origin and destination Barcelona city/airport there are titles with discounts in case to purchase go and back ticket.
The children less than 4 years that they do not take place can travel without ticket and validate.
The titles can be purchased at: Own lockers of SARFA where customers can pay in cash or in credit or debit card.
At the Bus, always with cash and coins or notes not exceeding 20€. No multi trip titles will be available.
At the external ticket sale authorized always in cash or currency notes and no more than € 20. No multi trip titles will be available.
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The current rates are available in Customer Care phone 902302025 and at the website www.sarfa.com
Comfort and security
Our vehicles have air conditioning systems to guarantee the comfort inside the cabin. Otherwise, according to our plans for cleaning, disinfection, users will find stations and buses in an adequate cleaning degree. The all buses of SARFA meet the safety conditions established in accordance with current regulations and the technical characteristics of the vehicle.
Aging fleet
Nowadays, SARFA has 108 vehicles in service, with an average age of 5,36 years.
Environment
Bus transportation, not only because of its advantages in terms of economy and comfort, but also because of its excellent environmental qualities, is one of the most forward-looking ways of transport. Choosing the bus as a means of everyday transportation is synonymous with quality of life.
SARFA is aware of the importance of the collaboration of all companies, institutions, public administrations and individuals in promoting responsible practices that respect the environment. That is why, since the Moventis Group and through our Environmental Management System we work to develop our activities from the perspective of sustainable development that do not compromise the needs of future generations. In
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this way, we provide added value to our service and, in addition, to the quality of life of our customers and clients.
From SARFA we have imposed the integration of a series of environmental guidelines in our business strategy:
✓ Incorporations of motorizations Euro VI, with less polluting environmental emissions.
✓ Use of additives ADD blue of gas filtration. ✓ Management of all our special waste, such as absorbents, chemical containers, batteries, toners, etc. By managers authorized by the Catalan Waste Agency
Thanks to the certification standard ISO 14001:2004, for environmental management and the modernization of our procedures and our fleet (which has resulted in the reduction of CO2 emissions into the atmosphere), SARFA has the willingness to meet the environmental expectations of our customers, who also contracted its responsibility to advance a sustainable society
Customer control «Mystery Shopping»
SARFA outsourced the measurement of the quality control of its service by means of the so-called 'Mystery Shopper' or 'Mystery Shopper'. This method is that the provider responsible for its execution is infiltrated as a passenger of the bus on different trips, after which he reports on different aspects of the service provided: vehicle information, stops, punctuality of the service, personal treatment, etc.
The results obtained at the last control are:
The index of overall quality of the bus service lines in Sarfa is the 86,90%. According to the report of august of 2017 made by Apolda institute.
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The implementation of this practice is carried out annually.
Satisfaction surveys (ISC)
We can feel fully satisfied with the results of the annual surveys of our clients. Except particularities of each line, the set of the latest global surveys on regular lines SARFA give us a satisfaction rate of 7,5 on a scale of 0 to 10. The results obtained encourage us to continue working towards the satisfaction of our customers by establishing methodologies for continuous improvement and to continue to lead the development of new lines and transportation projects.
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