Annual Report2017 Edited Consorcio Regional de Transportes de

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Plaza del Descubridor Diego de Ordás, 3 28003 Madrid [email protected] www.crtm.es PROLOGUE

The public transport system plays a strategic role in the economic and social development of the . It is an extensive network that is coordinated and managed by the Regional Transport Consortium and that is deployed in the 179 municipalities of the region, in order to ensure that the mobility needs of the entire population are met.

In 2017, the Community of Madrid’s focus on public transport led to an increase by 4% in the overall number of trips taken using public transport, exceeding 1,500 million trips (1,503 million) and thereby reaching the highest number of travellers in the region from the past eight years.

The growth of the social vision of regional public transport has held a prominent role in 2017. For the fourth consecutive year, public transport prices have remained stable, and for the third consecutive year, those under the age of 26 have been able to benefit from a young travel pass for only 20 , the success of which has been revealed by the more than one million young people using this measure. To all of this, we must add the 9.5% increase with respect to the previous year in the obtaining of social transport tickets (large families, Blue Cards and disabled individuals).

2017 can also be noted in the record books on public transport in the Community of Madrid, as the year in which a technological milestone took place, with the disappearance of the magnetic ticket, substituted by the Multi contact card. In a short period of time, during the final quarter of the year, this goal was brilliantly achieved: almost 1.2 million Multi cards were delivered free of charge during the first one hundred days; and by the end of the year, over 9 million transport tickets had been charged by users in Madrid on their Multi cards.

But other challenges were also overcome. Madrid’s celebration of the largest LGBT community event, WorldPride, presented a huge challenge for regional mobility. However, the extraordinary planning of public transport reinforcement by the Consortium allowed for use by an additional 1.5 million travellers per day, even opening metro service for 24 hours for the first time in history, revealing the potential of public transport and its ability to adapt to Madrid residents and visitors.

In order to improve the quality of the transport services and the travellers’ experience, during this year, over 6,600 inspections were carried out and over 30,000 user satisfaction surveys were conducted, receiving a well-deserved average overall score of 7.3 for the system. And an extensive study of the current network of park and ride lots of the Community of Madrid has been a first step in an ambitious future plan to strengthen this network, offering intermodal mobility alternatives in the primary regional road transport corridors.

We are currently in a new historical context, in which mobility needs are increasing in an exponential manner, with higher levels of quality and innovation demand, the need for more accessible public transport means for all, oriented towards increased social, energetic and environmental sustainability. The Community of Madrid, aware of this new age, has taken advantage of 2017 to improve the present, but with an eye on the future, so that travellers can continue to enjoy one of the world’s best public transport systems.

Rosalía Gonzalo Councillor of Transport, Housing and Infrastructures of the Community of Madrid Table of contents

The CRTM 6 1 1.1 The institution 8 a. The Board of Directors 9 b. The Delegated Committee 9 c. The operational framework 10 1.2. Financing of the system 11 a. System needs and its financing 11 b. 2017 budget and economic outcome 12 c. Balance Sheet 16 d. Economic outcome account 17

2 The offer 18 2.1 Metro de Madrid 20 2.2 EMT 22 2.3 Road transport concessions 24 2.4 Renfe-Cercanías (suburban rail) 26 2.5 and other railway concessions 28 a. Light rail 28 b. Other railway concessions 29

3 The fare system 30 3.1 Zoning 32 3.2 Ticket types 32 3.3 Social fares 32 3.4 The distribution network 33 3.5 The fares 34 3.6 The technology 37 a. The Public Transport Card 37 b. The Centre of Development and Conformity (CDC) 39

4 The travellers 40 4.1 Demand evolution by operator 41 4.2 Demand evolution by transport tickets 44 4.3 Sales of transport tickets 46 ANNUAL REPORT 2017 5 2

Strategic lines 52 5 5.1 Intermodality 54 a. Interchanges 54 b. Other modes 55 5.2 The CITRAM 58 5.3 The new technologies 59 5.4 Relevant actions 60 5.5 Universal accessibility 63 5.6 The environment 64 5.7 Quality of service 66 5.8 The studies 67 5.9 The European projects 69

6 Citizen relations 70 6.1 User information 72 a. The www.crtm.es website 72 b. The “Mi transporte” app 72 c. The balance check app 73 d. The Open Data portal 74 e. “Pide tu Bus” 74 f. Traveller Information Points 75 g. Transport maps 77 6.2 Customer service 77 a. Management of the Public Transport Card Offices 77 b. The www.tarjetatransportepublico.crtm.es website 78 c. Telephone customer service 78 6.3 Complaints 78 6.4 Corporate social responsibility 79 6.5 The Public Transport Friends Club 80 6.6 The “Ventex20” campaign 81

Institutional Relations 82 7 7.1 International presence 84 7.2 Recognitions of the Madrid Regional Transport Consortium 86 6 1

Your Transport System 7 1 1 The CRTM The Madrid Regional Transport Consortium (CRTM, based on its initials in Spanish) is the public transport authority of the Community of Madrid. It was created by Law 5/1985 of 16 May, in the Madrid Assembly, as an Autonomous Organism of the Community of Madrid, and it combines the competences of this and all of the city halls of the region, in the area of regular public transport, ensuring the integrated management of public transportation in said territory.

Its main functions and objectives are the following: • Planning of the public transport infrastructures • Planning of the services and program coordination for use of all public transport modes • Defining of an integrated fare system for the overall system • Development of a stable financing system • Control and follow up of the economic management of operators • Creation of a global image of the system, unifying the external relations with the users CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 18

1.1 The institution The CRTM consists of a grouping of public administrations that grant their individual competences for the collective admin- istration of the same. Therefore, the operating transport companies are not directly integrated in the Consortium, but rather, depend on the same for adhesion to the main administration of the service provided by the same.

The Renfe Viajeros company, under the responsibility of the Ministry of Public Works and Transport, does not fall under the competence of the Consortium, but rather, the State Administration, which contributes to the financing of the system, and is represented in the Board of Directors of the organism.

ORGANIGRAMA INSTITUCIONAL DEL CONSORCIO REGIONAL DE TRASPORTES DE MADRID

AYUNTAMIENTOS ADHERIDOS AL Comunidad CONSORCIO MINISTERIO de Madrid DE FOMENTO

Renfe Metro Metro Autobuses Autobuses Autobuses Cercanías ligero urbanos urbanos interurbanos de Madrid otros municipios THE CRTM · ANNUAL REPORT 2017 19

The Consortium is led by a Board of Directors that exercises its functions directly, through a Delegated Committee. The composition of these organisms, as of 31 December 2017, was as follows: a. The Board of Directors

Comunidad de Madrid President Rosalía Gonzalo López Members Jesús Bocanegra Pablo Rodríguez Sardinero Gregorio Moreno López Consolación Pérez Esteban Jesús Mora de la Cruz Miguel Ángel García Martín City Hall of Madrid Vice president Inés Sabanés Nadal Members Carlos Sánchez Mato José Manuel Calvo del Olmo Adhering city halls Members José Luis Fernández-Quejo del Pozo Luis Haro Berlanas Francisco José Recover Lorente General State Administration Members Joaquín del Moral Salcedo Luis Martínez-Sicluna Sepúlveda CC.OO. / U.G.T (Workers Commission Members David Jabato García-Valenciano and General Trade Union) Antonio García Business associations Member Rafael Barbadillo López Consumer associations Member Gustavo Samayoa Estrada

Non-member secretary José María Ortega Antón Non-member managing director Alfonso Sánchez Vicente b. The Delegated Committee

President Rosalía Gonzalo López Members Jesús Valverde Bocanegra Miguel Ángel García Martín Inés Sabanés Nadal Carlos Sánchez Mato José Manuel Calvo del Olmo Secretary José María Ortega Antón CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 110 c. The operational framework Operational framework of the public transport system of the Community of Madrid.

Transport of travellers by road Transport of travellers by railway

Municipal Transport Company of Metro de Madrid Madrid (EMT) Public company of the Community of Madrid Public company of the City Hall of Madrid operating in 9 municipalities. that offers urban services in the city of Madrid. Renfe Viajeros Public company dependent upon the General Urban transport in other municipalities State Administration that exploits the Madrid 6 concessions of urban transport Cercanias network provide service to 6 municipalities, and one municipal company in the town of Private metro operators . In addition, 29 municipalities 2 concessions of public works for the extension have urban services within the scope of the of (- T4) and suburban transport concessions. (Puerta de Arganda – ) operated by Metro Barajas S.C. and TFM, respectively. Suburban transport 27 operating companies offer 20 suburban Private operators of the light concessions providing service 3 concessions of public works and exploitation throughout the towns of the region. for light rail lines ML1 (Metros Ligeros de Madrid) ML2 and ML3 ( Oeste) ML4 (Tranvía de )

Transport Interchanges

5 concessions of public works, exploitation and maintenance of the Madrid transport interchanges • Avenida de América • Plaza de • Plaza Elíptica • • Príncipe Pío •

Installations and Commercial Connection with Gallery of connection services venues Metro and with with underground interurban buses interchange

User circulation

Plaza Castilla interchange THE CRTM · ANNUAL REPORT 2017 111 1.2 Financing of the system a. System needs and their financing The economic needs of the transport system consist of the CRTM pay- ments to operators for the services that they provide, and are financed via public contributions coming from several levels of the Administration and user contributions.

The difference between the economic needs contracted and the income collected from the sale of tickets is covered from public contributions of the distinct administrations, making up the so-called subsidised fare system.

The payments of and the Municipal Transport Company of Madrid (EMT) are governed by annual agreements, based on the approval of a balanced fare per traveller in the case of the Metro and an EMT pro- duction agreement, including, in both cases, the commitment with certain service quality objectives.

The economic relations with the distinct private road transport transport operators is established in the administrative contracts of public servic- es management, in accordance with Law 16/1987 of 30 July on Land Transport management, subsequently converted within the scope of Law 5/2009 of 20 October, on Transport management and road transport mo- bility, of the Madrid Assembly.

The CRTM compensates the concessionaries of the light rail and the sec- tion of line 8, Barajas-T4, based on the real level of demand, through the technical fare that is offered, while the deficit between the balance fare and the revenue from the Parla is covered in equal parts by the CRTM and the Parla city hall, similar to that established with the Empresa Mu- nicipal de Transportes de Fuenlabrada (Fuenlabrada Municipal Transport Company).

Transportes Ferroviarios de Madrid (TFM), concessionary of the section of line 9 of the metro, between Puerta de Arganda and Arganda del Rey, is paid by the travellers using the transport pass, according to the rate established in the contract, receiving a complementary contribution from transported passengers, until reaching the determined quantity of demand.

The interchanges are financed with the application of the rate established in the concession contracts, updated as they are included in the same.

With Renfe Viajeros, the CRTM maintains an agreement that regulates the use of the transport passes and the compensation derived from the same.

User contributions are established in the collection from the sale of distinct transport tickets. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 112 The Community of Madrid, the General State Administration (AGE) and the Madrid City Hall are the main partners of the system’s financing. Also contributing, although to a lesser degree, are the city halls of the Community, with urban transport service, as well as the Autonomous Community of Castilla-La Mancha, based on the financing agreement for transport under- written between the Community of Madrid and said Autonomous Community.

The General State Administration contributes with a nominative subsidy, applied to the financing needs of the system, with the following distribution: 434% is destined to cover the operational deficit of the EMT of Madrid, according to the Regulating Agreement of the adhe- sion conditions of the City Hall of Madrid to the CRTM for the 2017-2018 period. 4The remaining 66% finances the fare subsidy of the Madrid Metro system, and the services operating in zones B and C.

The contribution of the rest of the administrations, once subtracting the State contribution as indicated, are distributed as follows: 4The City Hall of Madrid covers 50% of the operational deficit of the EMT; 50% of the fare subsidy corresponding to the con- cessions for road transport and Renfe services of Zone A; 35% of the functioning expenses and the commercial expenses of the CRTM. 4The Community of Madrid assumes all of the fare subsidy corresponding to the Madrid Metro. Similarly, it covers the part that is not financed by the Madrid City Hall for the other services and expenses in which it participates, that is, the remain- ing 50% of the fare subsidy of the concessions for road transport and Renfe services in Zone A; 65% of the needs of the interchanges; and 65% of the operational expenses and commercial expenses of the CRTM. It also assumes all of the fare subsidy produced in zones B and C, corresponding to the concession services for road trans- port and Renfe, and the railway concessions. Finally, it also contributes with 50% of the operational deficit for the urban services of the partnering city halls. 4The city halls having urban transport service contribute with 50% of the operational deficit of the same. 4The Junta of Communities of Castilla-La Mancha contributes to financing the fare subsidy corresponding to the exterior passes (zones E1 and E2) in accordance with the criteria established in the collaboration agreement existing between the two administrations.

b. 2017 Budget and economic outcome The commercial nature of the CRTM forces the management of two types of budgets: 4An estimated budget that includes commercial activity and is made up, on the one hand, of the derivatives of the col- lection of fares, and on the other hand, from the expenses from the payment of said income to the transport operators, as well as other distribution and commercialisation expenses for the distinct ticket types. 4An administrative budget made up of the income related to fees and other income of public right, as well as the contri- butions of corresponding partners to the fare subsidy. As for expenses, this budget includes the credits needed for the financing of personnel of the organism, expenses for current assets and services of the same, and their investments, as well as the fare subsidy liquidated to the operators.

In 2017, the total amount of income liquidated from both budgets reached a total of 2,557 million euros and as for the ex- penses, as of 31 December, they totalled 2,163.50 million euros. The total fare income of the system, including collection of the operator tickets, which are not included in the CRTM budget, reached 951.9 million euros in 2017. The difference between income-recognised rights -and expenses -recognised obligations- place the budgetary outcome of the fiscal year at a surplus of 393.4 million euros, according to the figures revealed below. This outcome is the result of an extraordinary contribution of 348.6 million euros made by the Community of Madrid in order to relieve the Consortium’s treasury prob- lems until resolving the lawsuit with the State Tax Administration. THE CRTM · ANNUAL REPORT 2017 113

0.66€* average collection per trip

1.55€* average needs per trip

0.89€* average subsidy per trip

* These values have been obtained without including the trips made with Renfe Cercanias tickets (single ticket, 10 trip ticket and others) as they do not affect the CRTM budget CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 114

2017 CRTM BUDGET LIQUIDATION Limitative and estimated budget /euros

INCOME Recognised rights 2017 EXPENSES Recognised obligations 2017 Chap. III. Taxes and other income 1,244,944.68 Chap. I. Personal expenses 6,584,315.58 Chap. IV. Current transfers 1,666,926,987.59 Chap. II. Current expenses goods/services 5,001,096.09 Chap. V. Patrimonial income 51.52 Chap. IV. Current transfers 1,234,670,772.49 Chap. VII. Capital transfers 7,298,871.00 Chap. VI. Real investments 361,126.04 Chap. VIII. Financial assets 7,362.01 Chap. VII. Capital transfers 4,905,232.04 Chap. VIII. Financial assets 7,200.00 TOTAL LIMITATIVE INCOME 1,675,478,216.80 TOTAL LIMITATIVE EXPENSES 1,251,535,742.24 Revenue collection 881,511,931.86 Raw materials service functioning 4,389,291.75 Other external works 37,543,148.70 Reimbursement collection 870,061,476.03 TOTAL ESTIMATED INCOME 881,511,931.86 TOTAL ESTIMATED INCOME 912,013,916.48 TOTAL INCOME 2,556,990,148.86 TOTAL INCOME 2,163,549,658.72

Rec. rights – Rec. oblig. 2017 I. LIMITATIVE BUDGET OUTCOME 423,942,474.56 II. ESTIMATED BUDGET OUTCOME -30,501,984.62 FISCAL YEAR OUTCOME (I + II) 393,440,489.94*

This budgetary outcome considers the income and expenses independently from the real fiscal year in which they were accrued. The results analysis of the same leads to the economic outcome of the fiscal year, which for 2017 is the same as the budgetary outcome.

ECONOMIC OUTCOME Euros

I.- INCOME 2,638,831,532.04 II.- EXPENSES 2,245,391,042.10 Contributions to the CRTM 1,674,138.882.47 Internal CRTM and commercial functioning 53,739,365.61 Applied fare income 951,922,859.40 Transport operator fare compensation 2,107,907,076.12 CRTM and commercial income 12,769,790.17 Administrative concessions 78,686,555,78 Other capital expenses 5,058,044.59

III.- DIFFERENCE (I-II) 393,440,489.94*

*Extraordinary contribution from the Community of Madrid, 348.6 Million Euros, for the financing of the dispute over VAT, maintained with the state tax administration. THE CRTM · ANNUAL REPORT 2017 115 The economic flows originating and applied to the funds of fiscal year 2017 are shown in the following schema which includes all of the income and expenses as well as the economic outcome of said year.

FINANCING SCHEMA FOR THE CONTRIBUTIONS OF THE CRTM TO THE TRANSPORT SYS- TEM NEEDS. FISCAL YEAR 2017 Economic outcome / Euros

ORIGIN OF FUNDS 2017 APPLICATION OF FUNDS / REAL NEEDS 2017

METRO DE MADRID, S.A GENERAL STATE ADMINISTRATION 849,194,535.49 126,305,310.00

EMPRESA MUNICIPAL DE TRANSPORTES DE MADRID, S.A. 475,954,348.27 COMMUNITY OF MADRID 1,365,100,213.17 RENFE VIAJEROS 177,871,277.69 MADRID CITY HALL 149,297,369.00 RAILWAY CONCESSIONS 131,032,078.37 LOCAL CORPORATIONS AND AUTONOMOUS COMMUNITIES 33,435,990.30 ROAD TRANSPORT CONCESSIONS (URBAN AND SUBURBAN BUSES) 473,854,836.30 APPLIED FARE INCOME 951,922,859.40 OTHER NEEDS (ADMINISTRATIVE CONCESSIONS, ETC.) 83,744,600.37 CRTM INCOME 12,769,790.17 CRTM OPERATIONAL EXPENSES 53,739,365.61

TOTAL ORIGIN FUNDS TOTAL APPLICATION OF FUNDS (NEEDS) 2,638,831,532.04 2,245,391,042.10

ECONOMIC OUTCOME OF FISCAL YEAR 2017 393,440,489.94*

*The outcome of 393.4 million euros is conditioned by the extraordinary contribution from the Community of Madrid as a result of the dispute held with the state tax administration. Discounting this extraordinary contribution and homogenising this income, the result of the liquidation of the budget would be 44.8 million euros. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 116 c. Balance sheet as of 31 December 2017

ASSETS 312,528,450.95€ A. NON CURRENT ASSETS 20,201,797.28 € I. Intangible assets 18,956,931.08 € Research investment 0.00 € Industrial and intellectual property 1,014.35 € Computer applications 641,880.39 € Active investments leasing system 26,531.16 € Other intangible assets 18,287,505.18 € II. Property, plant and equipment 1,244,629.69 € Constructions 83,804.77 € Other property, plant and equipment 1,160,824.92 € V. Long term financial investments 236.51 € Other financial investments 236.51 € B. CURRENT ASSETS 292,326,653.67 € III. Debtors and other accounts receivable 228,619,217.78 € Debtors for management operations -237,286,774.09 € Other accounts receivable 8,608,789.76 € Public administrations 457,297,202.11 € V. Short term financial investments 10,599.69 € Loans and debt securities 10,599.69 € VII. Cash and cash equivalents 63,696,836.20 € Liquid assets 63,696,836.20 €

NET EQUITY AND LIABILITIES 312,528,450.95 € A. NET EQUITY 208,177,022.77 € II. Equity generated 208,177,022.77 € Result from past years 4,109,015.41 € Fiscal year results 204,068,007.36 € B. NON-CURRENT LIABILITY 163,834.70 € II. Long term debts 163,834.70 € Other debts 163,834.70 € C. CURRENT LIABILITY 104,187,593.48 € II. Short term debts 2,937.50 € Other debts 2,937.50 € IV. Trade and other payables 97,787,157.32 € Trade for operations 4,039,038.73 € Other accounts payable 85,480,686.67 € Public administrations 8,267,431.92 € V. Accruals 6,397,498.66 € THE CRTM · ANNUAL REPORT 2017 117 d. Economic outcome account for fiscal year 2017

LIMITATIVE AND ESTIMATIONAL BUDGET A) TOTAL INCOME FROM ORDINARY MANAGEMENT 2,557,895,104.15 € 1. Tax income and social contributions 455.05 € Taxes 455.05 € 2. Transfers and subsidies received 1,674,225,858.59 € In fiscal year 1,674,225,858.59 € Subsidies received to finance fiscal year expenses 86,976.12 € Transfers 1,674,138,882.47 € 3. Net sales and service provisions 881,509,289.91 € Net sales 881,509,289.91 € 6. Other income from ordinary management 2,159,500.60 €

B) TOTAL OF ORDINARY MANAGEMENT EXPENSES -2,233,782,644.32 €

8. Personnel expenses -6,584,315.58 € Salaries, wages and similar -4,882,904.68 € Payroll charges -1,701,410.90 € 9. Transfers and subsidies granted -1,281,520,380.97 €

10. Provisions -929,743,898.74 € Consumption of merchandise and other provisions -929,743,898.74 € 11. Other ordinary management expenses -12,266,039.74 € External supplies and services -12,115,521.60 € Taxes -150,518.14 € 12. Depreciation of intangible assets -3,668,009.29 €

I OUTCOME (savings or losses) OF ORDINARY MANAGEMENT (A+B) 324,112,459.83 €

13. Value impairment & results from disposal of non-financial fixed assets and assets in current state of sale -4,586.35 € Retirements or disposals -4,586.35 € 14. Other non-ordinary items 1,013.95 € Income 3,576.57 € Expenses -2,562.62 €

II. OUTCOME OF THE NON-FINANCIAL OPERATIONS (1+13+14) 324,108,887.43 €

15. Financial income 423,671.27 € Of marketable securities 423,671.27 € Others 423,671.27 €

20. Value impairment, retirements and disposal of financial assets and liabilities -120,464,551.34 € Others -120,464,551.34 € III. OUTCOME OF FINANCIAL OPERATIONS (15 + 20) -120,040,880.07 €

IV OUTCOME (savings or losses) NET OF FISCAL YEAR (II+III) 204,068,007.36 € 18 1

11.000 km of network 19 1

The offer

The public transport system of the Community of Madrid is made up of railway networks of metro, light rail and Cercanias, and the network of urban and suburban buses. This system is made up of operators, infrastructures and transport modes, on which the CRTM exercises its functions of planning 2and management of the transport services. During 2017, the production of services for the set of the public transport system is situated at 350.6 million of railway car kilometres and 265.8 million road trans- port car kilometres, over a network of 11,000 kilometres that cover all of the municipalities of the region.

The table below summarises the main magnitudes of the offer in 2017 by type of transport operator, in order to facilitate the analysis of the system set.

2017 TRANSPORT OFFER

Light rail and Suburban rail Metro Madrid urban Road transport other railway Renfe- de Madrid buses (EMT) concessions concessions Cercanías Number of lines 12+ 209 444 5 9 Length network (km) 269.5 1,576.2 8,636.0 54.8 391.0 Length lines (km) 269.5 3,745.6 20,830.0 54.8 778.3 No. stations /stops network 236 4,703 8,280 62 94 No. stations/stops lines 286 10,877 21,158 63 168 No. vehicles (cars/buses) 2,320 2,025 1,824 241 1,127 Cars-kilometres (millions) 186.1 91.4 174.4 16.3 148.2

Vehicles of light rail and other railway concessions are counted in cars, in all, 44 trains. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 220 2.1 Metro de Madrid 191,5 186,1 The metro network of Madrid is made up of a total of 12 lines, plus the Ramal line, 173,9existing between the stations of Opera and Principe Pio, and covers a length of 269.5 km and a total165,3 of 236 stations-network, of which 39 are multiple (have correspondence between two or more lines), and 197 are simple stations. If calculating at a line level, the network 151,9 has a total of 286 stations-line.

In 2017, production reached 186.1 million cars-kilometre, an increase of 7.0% with respect to the previous year, taking into account115,5 the fact that there were shut downs due to works in lines 1 and 7b (Metro East) in 2016 and in lines 5 and 8 during 2017.

2000 2005 2010 2015 2016 2017 ANNUAL EVOLUTION OF PRODUCTION (millions of cars-km)

191.5 186.1 173.9 165.3

151.9

115.5

2000 2005 2010 2015 2016 2017

On weekdays, the peak hour in the morning offer consists of 307 trains in service, with an average interval of 4.2 minutes and an average speed of 27.5 kilometres/hour (3.7 and 26.4, respectively if weighted with the number of trains).

The rolling stock fleet in service during 2017 consists of2,320 cars and the average age of each is 17 years.

OFFER BY LINE IN MORNING WEEKDAY PEAK HOUR

Line DIR1 DIR2 A zone Metro Este A zone Metro Norte DIR1 DIR2 Trains 36 19 26 26 32 20 14 20 6 12 23 33 11 5 11 11 2 Cars per train 6 4 6 4 6 6 6 6 3 4 6 6 3 4 3 3 4 Operating speed (km/h) 23 23.2 23 21.8 21.9 24 24.7 26.9 34.9 40.9 25.6 28.6 37.4 29.2 35.8 35.8 11.6 Trip trime (min) (round trip) 114 69.1 70.9 78.9 123 58.8 57 85.1 30 45.9 96.3 98.9 49 28.2 68 68 10 Interval (min) 3.3 3.7 2.7 3 3.7 3.1 4.2 4.4 5 3.8 4.3 2.9 3.0 5.7 6.2 6.2 5 THE OFFER · ANNUAL REPORT 2017 221

Line DIR1 DIR2 A zone Metro Este A zone Metro Norte DIR1 DIR2 Trains 36 19 26 26 32 20 14 20 6 12 23 33 11 5 11 11 2 Cars per train 6 4 6 4 6 6 6 6 3 4 6 6 3 4 3 3 4 Operating speed (km/h) 23 23.2 23 21.8 21.9 24 24.7 26.9 34.9 40.9 25.6 28.6 37.4 29.2 35.8 35.8 11.6 Trip trime (min) (round trip) 114 69.1 70.9 78.9 123 58.8 57 85.1 30 45.9 96.3 98.9 49 28.2 68 68 10 Interval (min) 3.3 3.7 2.7 3 3.7 3.1 4.2 4.4 5 3.8 4.3 2.9 3.0 5.7 6.2 6.2 5 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 222 2.2 EMT

The network of urban Madrid buses, operated by the Empresa Municipal de Transportes de Madrid (EMT) is made up of a total of 209 lines, of which, 193 are day time and 26 are night time, in addition to the Express Airport line which offers service 24 hours a day. During 2017, the following significant actions were carried out on the network: 4Implementation of the Special Service - Hospital Ramon y Cajal to improve access of the - district to this leading hospital. 4Extension of the itinerary of line 138 to the Plaza de Cristo Rey and the Hospital Clinico. 4Extension of the express lines E3 and E4 to Valderrivas and Valdebernardo. 4Restructuring of the EMT network in the Las Tablas neighbourhood: new line 175 Plaza de Castilla – Las Tablas Norte and modification of the routes of lines 172 and 176. 4Restructuring of the night-time network to attend to the new urban developments of the city of Madrid (Arroyofresno, Valdebebas, ) and neighbourhoods with less network coverage (Los Puertos and Los Carmenes): lines N2, N7, N12, N13, N18 and N20. 4Implementation of the Special Canillejas Service – Estadio Metropolitano (on game days). 4Implementation of the Special Puerta de Arganda Service – Cañada Real, within the measure included in the Regional Pact for the Cañada Real Galiana. 4Modification of the route of lines 47, 55, 81, 247, N16 and N17 for restructuring of the Avenida de and line 64 for restructuring of the Isla de Oza street. 100,0 97,5 The total94,2 number of kilometres covered in 2017 reaches 91.4 million, 3.3% above the previous year’s production.

91,4 In this sense, the hours-car (6.9 million) and the trips made (10.6 million) also experienced a relatively similar increase. The characteristics of the programmed offer vary due to the heterogeneity87,8 of the lines making88,5 up the day time network, although the majority group consists of lines having mean daily intervals of between 8 and 12 minutes. At peak hour, 32% of the lines have frecuencies lower than 8 minutes, 2% more than in 2016, due to the reinforcement of the service offer in 33 lines to adjust the network to the changing demand needs.

2000 2005 2010 2015 2016 2017 ANNUAL EVOLUTION OF PRODUCTION (millions of cars-kilometre)

100.0 97.5 94.2

91.4

87.8 88.5

2000 2005 2010 2015 2016 2017 THE OFFER · ANNUAL REPORT 2017 223 The average operating speed in 2017 was 13.3 km/hour, 0.2% below that registered the previous year, caused by the adaptation of the service system to the city’s traffic conditions.

In 2017, the bus fleet of the EMT consisted of 2025 active vehicles, with an average age of 8.8 years, of which 1019 functioned with natural gas, 928 with biofuel, 52 are hybrid, 23 are electric and 3 function with gas-diesel. During this year, a fleet of 262 new vehicles has been included (232 buses using natural gas and 30 hybrids) and 152 vehicles have been removed. All of the buses have a lower floor and a ramp for individuals with reduced mobility (PMR).

% OF EMT LINES ACCORDING TO THE INTERVAL IN PEAK HOUR

More than 15 min Less than 6 min

12 to 15 min 8% 17% 9% 15% 6 to 8 min 10 to 12 min 21%

30%

8 to 10 min CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 224 2.3 Road transport concessions The bus network of the road transport transport concessions of the Community of Madrid consists of, as of the 31st of December 2017, 444 lines, with 294 daytime suburban lines, 116 urban lines and 31 night suburban lines.

During 2017, the following lines have been introduced:

4 L2 Las Rozas, 4 L6 Fuenlabrada, 4 537 Móstoles (Hospital Rey Juan Carlos) - (El Pinar) 192,1 4 L4 , 4 199A Buitrago-Montejo-Manjirón-Buitrago, 172,0 173,1 174,4 4 L1 Arroyomolinos 135,8 4Transformación de la L3 de en dos líneas circulares L3A y L3B 135,9 The set of lines is exploited by 31 distinct companies, within the scope of 36 administrative concessions and an agreement with the City Hall. The urban service in the municipalities of the B and C crowns are offered via urban lines of the munic- ipality or via the suburban bus network. In some municipalities, the urban service is carried out through a combination of both networks. 2000 2005 2010 2015 2016 2017

ANNUAL EVOLUTION OF THE PRODUCTION (millions of cars-kilometre)

192.1

172.0 173.1 174.4

135.8

135.9

2000 2005 2010 2015 2016 2017 THE OFFER · ANNUAL REPORT 2017 225

Therefore, the real urban transport offer is quite superior to that of the urban networks per se. The specific network of the urban lines in the B and C crowns reaches a total of 35 municipalities, although in only 6 of these is there an administrative concession of independent urban service. Furthermore, in the municipality of Fuenlabrada, the urban service is provided directly by the city hall, through a municipal company. The offer of services programmed for the complete network set reaches 27,749 trips on a winter weekday.

The offer of the distinct lines of the network is, logically, heterogeneous and responds to the distinct needs existing in the municipalities having distinct populations and characteristics, as shown in the following graph in which the percentage of lines distributed according to interval in weekday peak hour is shown, in minutes.

The bus fleet of the road transport transport concession is made up of 1824 buses. In 2017, 162 buses were renewed, situating the average age at 4.5 years. As a result of this renovation and the improvements made to the fleet, there are 213 vehicles available functioning with natural gas and 258 hybrid vehicles. Also, 100% of the fleet of buses are adapted for use by individuals with reduced mobility (PMR).

% LINES OF ROAD CONCESSIONS ACCORDING TO INTERVAL IN PEAK HOUR

More than 60 min Less than 10 min

22% 16% 18% 10 to 15 min 17% 30 to 60 min 13%14%

15 to 20 min 20 to 30 min CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 226 2.4 Renfe-Cercanías (suburban rail)

Cercanias Madrid is a railway service exploited by Renfe Viajeros over the infrastructure of ADIF, which connects the148,2 city of 145,3 147,1 Madrid with its metropolitan area and the main population centres of the region and with the city of Guadalajara. 141,1 The Madrid Cercanias network exploits a total of 9 lines with stations-networks developed over 391 kilometres, including the stations of Azuqueca, Cotos and Guadalajara, outside of the regional territory of the Community of Madrid, and the stations , Robledo106,8 de Chavela and Santa Maria de la Alameda, as an extension of the network from .

Of all86,7 of these stations, 36 offer service to at least 2 Cercanias lines. If we are to take into account the total number of connections to other railway means (metro and light rail), the number increases to 49.

2008 2009 2010 2015 2016 2017

ANNUAL EVOLUTION OF THE PRODUCTION (millions of cars-kilometre)

148.2 145.3 147.1 141.1

106.8

86.7

2008 2009 2010 2015 2016 2017 THE OFFER · ANNUAL REPORT 2017 227

WEEKDAY OFFER BY LINE

Line C1 C2 C3 C4 C5 C7 C8 C9 C10 Total

No. stations- 19 23 18 23 31 16 3 21 168*

No. trips 74 185 116 285 303 101 98 10 164 1,336

No. trips in peak hour 11 43 24 62 84 26 22 0 21 (6:00 – 9:00) 293

Cars per train 5/10 3/6/10 5/10 10 6 6/10 5/6/10 2/4 5/6/10

Operating speed 35.8 50.8 46.2 49.7 56 26 45.4 (Km/h) 51.5 57.9 47.8

* The total includes the stations of Zarzalejo, and Santa Maria de la Alameda.

The transport offer programmed for the Madrid Cercanias services in 2017 increase to 1336 daily trips, resulting in an annual production of 148.2 million cars-km, 0.7% more than the production carried out during 2016. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 228 2.5 Light rail and other railway concessions

a. Light rail The light rail network consists of 4 lines whose names are detailed below: Pinar de Chamartín – Las Tablas Colonia Jardín – Estación de 15,7 15,9 15,5 Colonia Jardín – Puerta de Boadilla Tranvía de Parla (circular line)

12,6 12,6 12,6 The light rail service provision corresponds to three concessionary companies: Metros Ligeros de Madrid, S.A., which operates line ML1; Metro Ligero Oeste, S.A., which operates lines ML2 and ML3; and Tranvia de Parla, S.A., which operates ML4. 2008* 2009 2010 2015 2016 2017 Collectively, the production over 2017 remained at 12.6 million cars-kilometre.

ANNUAL EVOLUTION OF THE PRODUCTION (millions of cars-kilometre)

15.7 15.9 15.5

12.6 12.6 12.6

2008* 2009 2010 2015 2016 2017

*The onset of the operation of the light rail network took place in 2007.

On a weekday, the peak hour service consists of 35 active trains, with an average interval of 6.8 minutes and an average speed of 21.5 km/h.

OFFER PER LINE DURING WEEKDAY MORNING PEAK HOUR

Line s1 s2 Trains 7 9 12 3 4 Cars-train 5 5 5 5 5 Operating speed (Km/h) 19.1 23.5 25.4 20.1 19.6 Travel time (min) (round trip) 34.0 44.0 64.0 24.8 24.8 Interval (min) 5.0 6.0 6.0 10.0 7.0 THE OFFER · ANNUAL REPORT 2017 229 b. Other railway concessions This is the case of the line 9, between the stations of Puerta de Arganda and Arganda del Rey. It has a length of 19 kilo- metres and 6 stations-line, with the station of Puerta de Arganda being its connection with the rest of line 9.

Adding this section of the Madrid Metro, the total network is 288.5 kilometres and includes a total of 241 stations-network and 292 stations-line.

In 2017, the production increased to 3.7 million cars-kilometre.

ANNUAL EVOLUTION OF THE PRODUCTION (millions of cars-kilometre) 4.6

3.7 3.6 3.5 3.5 3.3

2000 2005 2010 2015 2016 2017

OFFER DURING WEEKDAY PEAK HOUR

Operating Trip time Trains Cars per train speed (km/h) (min) (round trip) Interval (min) Línea b 7 3 double and 4 triple 53.7 42.6 6.1 30 1

1,190,527 Multi cards distributed free of charge 31 1

3The fare system

The fare system of the public transport of the Community of Madrid is defined as a zonal system, in which the price of the trip is determined based on the zones that are travelled, and in which there are three types of transport tickets directed at other general traveller categories.

According to the Law of Consortium Creation, the tickets used by more than one oper- ator belong to the CRTM, which is responsible for their issue and sale. All of the modes and operators are included within this framework, ultimately creating a system with a high level of integration.

As for the technology, in 2017, all of the personal tickets used the Public Trans- port Card, with a contactless micro-processor. For the remaining tickets, on 7 July, the move from magnetic technology to contactless technology was initiated, as de- scribed below. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 332 3.1 Zoning The Community of Madrid is divided into six fare zones: Buitrago 4A central zone (A), that practically coincides with the municipality of Madrid.

4Three metropolitan zones (B1, B2 and B3) with 8, 14

and 27 municipalities, respectively.

4Two zones (C1 and C2) until completing the adminis- El Escorial Alcalá de trative border of the Community of Madrid, which has San Martín de Pozuelo Valdeiglesias de Alarcón a population disseminated over the 129 remaining municipalities. Navalcarnero Méntrida Parla Chinchón Villarejo de 4In addition, two exterior zones have been defined (E1 Salvanés and E2), included in the bordering community of Cas- tilla-La Mancha, up to a distance from the city capital Tarancón Ocaña of 59 and 85 kilometres, respectively.

3.2 Ticket types zona T

zona A There are three major transport ticket types:

4A single ticket, valid for each operator, intended for occasional use and to be acquired at the time of its use. In the case of the Madrid Metro and metro concessions and light rail, there is a single combined ticket valid for this set of services.

4A 10-trip ticket, intended for users of intermediate use and for anticipated purchase. In Zone A there are two types of tickets of this sort: Metrobus, valid for indistinctive use on the Metro, EMT and ML1, in addition to the concessions of the Prisei and Alacuber companies, within the municipality of Madrid; and the other, the ten trip ticket with transfer, exclusively valid for the EMT, which permits the change of line in a period of one hour as of the first validation. In zones B and C there is a ten trip multi-operator ticket (unified bonobus) for all urban and suburban road transport transport operators. Similarly, and like the simple combined ticket for services connected to the metro and light rail, there is a combined ten trip ticket.

4A personal ticket, multi-modal and of unlimited use, in the period and zone of validity, known as the Abono Trans- porte (Travel Pass), intended for regular users and to be purchased in advance. Its period of validity is 30 days, as of the date of its initial use. There are distinct prices for the passes, depending on user age, with three categories: Young (up to 26 years of age); Normal (between 26 and 64 years of age), and Senior (65 years of age and over).

The sections outside of the Metro network are functional exceptions to this general fare system, with the lines of Metro Ligero Oeste having a unique rate for non-personal tickets. On the other hand, the use of stations offering service to the airport are charged with a supplemental payment, with users of the Travel Pass and Tourist Tickets being exempt from this charge. Finally, the EMT Express Airport line has a specific ticket. 001 001 001 001 0000023768

OSCAR MARTÍNEZ HERNÁNDEZ

THE FARE SYSTEM · ANNUAL REPORT 2017 041E2E81B11B80 33 A-00030739

001 001 001 001 0000023768 Río 3 OSCAR MARTÍNEZ The so-called Tourist Tickets are also personal tickets and of unlimited use, intended for visitors.HERNÁNDEZ They are distributed in two unique zonal modalities: A and T (all zones, including the external ones), each of which is valid for five time periods: 1, 2, UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J 3, 5 and 7 calendar days beginning as of the date of its first use. 041E2E81B11B80 A-00030739

001 001 001 001 0000023768

Río Manzanares Río Manzanares OSCAR MARTÍNEZ HERNÁNDEZ

UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J Alcalá de Henares. UTILIZACIÓNCuna de SEGÚN Miguel TARIFAS. INCLUIDO de Cervantes IVA · NIF Q7850003J 041E2E81B11B80 A-00030739

Río Manzanares Río Manzanares Río Manzanares

UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J Alcalá de Henares. Cuna de Miguel de Cervantes San Lorenzo de El UTILIZACIÓNEscorial. SEGÚN Monasterio TARIFAS. INCLUIDO IVA · NIF Q7850003J

3.3 Social fares

Río Manzanares Río Manzanares There are four types of groups that benefit from a reduced general price:

4Large families (20% and 50% discount in the general and special categories, respectively).

Alcalá de Henares. Cuna de Miguel de Cervantes UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J San Lorenzo de El Escorial. Monasterio UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J 4Individuals with a disability equal to or exceeding 65% (20% discount). In the case of meeting the two previous conditions, the corresponding discounts are applied.

001 001 001 001 Río Manzanares 0000023768 4Seniors over the age of 65 or individuals with disabilities residing in the Madrid municipality whose income is lower OSCAR MARTÍNEZ than a specific amount with relation to the IPREM HERNÁNDEZ(Multiplier for Public Income Index, 7,519.59 € annually in 2017), with a specific pass, the Blue Card, valid in Madrid Metro services (zone A), ML1 and EMT of Madrid. San Lorenzo de El Escorial. Monasterio UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J

4Pass for the unemployed registered in the Employment041E2E81B11B80 ActivationA-00030739 Program (PAE).

Finally, the Children’s Public Transport Card permits the free use of all transport services in the Community for children

Río Manzanares aged 4, 5 and 6 years of age.

As a new measure to be enforced as of July of 2017, discounts on single tickets and 10 trip tickets, may be applied for those with large families or with disabilities. UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J

Río Manzanares

Alcalá de Henares. Cuna de Miguel de Cervantes UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J

Río Manzanares

San Lorenzo de El Escorial. Monasterio UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 334 3.4 The distribution network There are two large groups of distributors:

4Transport operators

4External operator networks

Transport operators, in general, sell the transport tickets that are used exclusively in their network.

Multi-modal and multi-operator tickets, property of the CRTM, are sold in the metro network (over 1200 automatic ma- chines), in the transport interchanges (10 trip tickets of suburban road transport operators), and in two external networks: the network provided by Logista, consisting of tobacco and stamp shops and other authorised establishments, which distribute all of the tickets in a network of over one thousand sales points; and automatic bank machines of of the Community of Madrid (with approximately 1500 points available), which recharge the 30 day passes and the 10-trip tickets.

Tourist tickets are distributed in the network of the Madrid Metro and in the Management Offices of the cards, located in the airport. As of 7 July, with the standardisation of the contactless technology, it is also possible to charge them in the indicated external networks.

CRTM directly markets these titles to the groups and collectives that demand it, congresses, etc.

3.5 The fares In 2017, the prices from 1 February 2013 were maintained. This is the date of the last fare revision, and only affected the price of the Travel Passes.

The Ministry of Public Works and Transport is responsible for approving the fares corresponding to the tickets of Renfe-Cer- canias.

TRAVEL PASS (30 day) A B1 B2 B3 C1 C2 E1 E2 Normal (26 to 64 years old) 54.60€ 63.70€ 72.00€ 82.00€ 89.50€ 99.30€ 110.60€ 131.80€ Young (7 to 25 years old) ______20.00€ ______Senior (from 65 years old) ______12.30€ ______

Blue Card 6.20€ PAE ______10.00€ ______

INTER-ZONAL (except with zone A)

2 zones 3 zones 4 zones 5 zones 6 zones 7 zones Normal (26 a 64 years old) 47.90€ 54.60€ 63.70€ 72.00€ 82.00€ 89.50€ THE FARE SYSTEM · ANNUAL REPORT 2017 335 There are annual passes that are valid for the entire calendar year, whose price is the equivalent of 10 times the cor- responding 30-day Travel Pass, with the exception of the Pass for the disabled. Children under the age of 4 may travel without a ticket.

SINGLE TICKET AND 10 –TRIP TICKET FOR METRO AND LIGHT RAIL Combined metro Metro Zone A+ML1 Metro Norte Metro Este Metro Sur TFM y MLO and light rail Zone A B1 B1 B1-B2 B1-B2-B3 A-B1-B2-B3 Single 1.50€-2.00€ 1.50€ 1.50€ 1.50€ 2.00€ 3.00€ 10 trip 12.20€ 11.20€ 11.20€ 11.20€ 12.20€ 18.30€

Airport supplement 3.00€

SINGLE TICKET AND 10-TRIP FOR URBAN AND SUBURBAN BUSES EMT A 1 zone 2 zones 3 zones 4 zones 5 zones 6 zones Single 1.50€ 1.50€ 1.30€ 2.00€ 2.60€ 3.60€ 4.20€ 5.10€ 10 trip 12.20-18.30€ 8.50€ 12.20€ 16.10€ 23.00€ 29.70€ 37.40€

Express Airport Line: 5.00€

TOURIST TICKET 1 day 2 days 3 days 5 days 7 days Zone A 8.40€ 14.20€ 18.40€ 26.80€ 35.40€ Zone T (all zones) 17.00€ 28.40€ 35.40€ 50.80€ 70.80€

50% discount for children under 11 years old 36 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

3 Tarjetas Transporte Público · Public Transport Cards PARA UTILIZAR LOS SERVICIOS DE TRANSPORTE ES NECESARIO Usuarios Adquisición · Acquisition Títulos de transporte · Transport Tickets DISPONER DE UNA TARJETA TRANSPORTE PÚBLICO Users TO USE THE TRANSPORT SERVICES YOU NEED A PUBLIC TRANSPORT CARD ESTACIONES ESTANCOS OFICINAS GESTIÓN INTERNET SENCILLO / 10 VIAJES ABONO TRANSPORTE BILLETE TURÍSTICO STATIONS TOBACCO SHOPS MANAGEMENT OFFICES SINGLE / 10-TRIPS TRAVEL PASS TOURIST TICKET MULTI 2,50€ Hasta 3 títulos no personales. Up to 3 different types of non-personal tickets.

PERSONAL 4,00€ 1 título personal y hasta 2 no personales. 1 travel pass and a maximum of 2 non-personal tickets.

001 001 001 001 0000023768 INFANTIL Gratuita Free of charge OSCAR CHILDREN MARTÍNEZ HERNÁNDEZ Para niños de 4, 5 y 6 años de edad (los menores de 4 años pueden sin título de transporte). Tarjeta For children aged 4, 5 and 6 years old (children under 4 can travel without a transport ticket). Personal transport card personal que permite utilizar gratuitamente todos los servicios de transporte público de la Comunidad de valid for the entire transport network of the Madrid Region. It is available through the Internet, at tobacco shops or by 041E2E81B11B80 A-00030739 Madrid. Se obtiene a través de internet, estancos u o cinas de gestión (con cita previa). previous appointment at the Public Transport Card management of ces. TARJETA AZUL BLUE CARD Tarjeta personal para empadronados en Madrid que cumplan determinados requisitos (www.crtm.es). La A personal card addressed to people with certain individual conditions (www.crtm.es) and registered as citizens carga tiene un precio de 6,20€ y permite viajes ilimitados durante 30 días a partir de la primera utilización of the the municipality of Madrid. The loading fare is €6.20, with limitless use for 30 calendar days from its rst en los servicios de la zona A (excepto Renfe-Cercanías y línea de autobús Exprés Aeropuerto). validation, and is valid in zone A transport services, except Renfe-Cercanías and Airport Express bus line. Todo viajero, antes de iniciar su viaje, habrá de estar provisto de un título de transporte válido acorde con el trayecto All passengers, before starting the trip, must hold a valid transport ticket in accordance que ha de realizar y que deberá haber sometido a la oportuna validación y cancelación para dicho trayecto. to the journey to be made, and it is subjected to its timely validation for that trip. (Artículo 24 del Reglamento de Viajeros del Ferrocarril Metropolitano de Madrid) (Article 24 of the Madrid Metropolitan Railway Passenger Regulation) Tarifas · Fares SENCILLO* Y 10 VIAJES · SINGLE* AND 10-TRIPS * Un viaje en el día de la adquisición * One trip on the acquisition date METRONORTE

Hospital Metro zona A + ML1 A Infanta Sofía

SENCILLO 10 VIAJES B1 1,50 - 2,00€ (METROBÚS) 12,20€ SINGLE 10-TRIPS METRO ZONA A + ML1 MetroNorte B1 Las Tablas Ronda de la Sencillo: 1,50 € en trayectos hasta 5 estaciones; 0,10€ adicionales por estación Comunicación hasta un máximo de 2,00€. A B1 B2 B3 SENCILLO 10 VIAJES Paco de Lucía 10 viajes (METROBÚS): válido para Metro zona A, autobuses EMT (excepto SINGLE 1,50€ 10-TRIPS 11,20€ en su línea Exprés Aeropuerto) y línea ML1 de metro ligero. Tres Olivos Aeropuerto T4 L10 (Hospital Infanta Sofía - La Granja) Single: €1.50 up to 5 stations; €0.10 added per station up to a maximum of €2.00. Aeropuerto Pinar de T1-T2-T3 10-Trips (METROBÚS): valid for Metro zone A, EMT urban buses (except A Chamartín Plaza Castilla Suplemento AEROPUERTO Airport Express bus line), andZONA ML1 light rail line. INTERZONALES ENTRE LAS ZONAS B1 y E2 +3,00€ zone A B1 B2 B3 C1 C2 E1 FeriaE2 de Madrid AIRPORT additional payment 2 zonas 3 zonas 4 zonas 5 zonas 6 zonas 7 zonas

Nuevos Parque Para entrar o salir a las estaciones de Metro del aeropuerto años Juan Carlos I NORMAL Metro Ligero Oeste Cuatro Ministerios € € € € Caminos € € € € 47,90€ 54,60€ 63,70hay€ 72,00que abonar€ 82,00 un €suplemento, 89,50€ excepto los viajeros con 26-64 years STANDARD 54,60 63,70 72,00 82,00 89,50 99,30 110,60 131,80Alameda de Osuna Estación Abono Transporte o billete turístico. años JOVEN B1 B2 de Aravaca Avenida Metro Ligero Oeste de América Entering or leaving airport Metro stations requires an 7-25 years YOUNG 20,00 € Moncloa additional payment, except passengers holding a Travel DesdeSENCILLO años 3a EDAD10 VIAJES Pass or a tourist ticket. 2,00€ 12,20€ Argüelles Estadio FromSINGLE65 years SENIOR10-TRIPS 12,30 € Metropolitano

ML2 (Colonia Jardín - Estación de Aravaca) Príncipe Pío Barrio B1 del Puerto ML3 (Colonia Jardín - Puerta de Boadilla) Casa de B1 Campo MetroEste Las Coslada B2 Central B1 Casa de Parque Campo Ópera del Hospital del Ventorro Henares SENCILLO 10 VIAJES Puerta de del Cano -Renfe € € Madrid Río 1,50 11,20 ZONA Boadilla INTERZONALES ENTRE LAS ZONASSINGLE B1 y E2 10-TRIPS Prado del METROESTE zone A Espino C1 C2 E1 E2A Colonia 2 zonas 3 zonas 4 zonasL7 5 zonas(Hospital 6 zonasdel Henares 7 zonas - Barrio del Puerto) Jardín TFM NORMAL - REGULAR Madrid Río 26 - 64 años - years 54,60€ 63,70€ 72,00€ 82,00€ 89,50€ 99,30€ 110,60€ 131,80Puerta€ de 47,90€ 54,60€ 63,70€ 72,00€ 82,00€ 89,50€ Cuatro Arganda B1 Vientos JOVEN - YOUNG Plaza Elíptica B2 B1 B2 B3 7 - 25 años 20,00 € Rivas-Urb. B3 TFM - years Rivas METROSUR Rivas Vaciamadrid La Fortuna A Futura SENCILLO 10 VIAJES 3a EDAD - ELDERLY Joaquín B1 B2 La Peseta € € MetroSur Vilumbrales € SINGLE 2,00 10-TRIPS 12,20 desde-from 65 años-years 12,30 Río Manzanares Parque SENCILLO 10 VIAJES Oeste Arganda del Rey L9 (Puerta de Arganda - Arganda del Rey) Puerta del Sur SINGLE 1,50€ 10-TRIPS 11,20€ Leganés Valdecarros Central Alto Rey Juan Carlos L10 (Joaquín Vilumbrales ZONA- Puerta del Sur) METRO ZONA A + ML1 L12 zone A B1 B2 B1 B3 C1 C2 E1 E2 Móstoles Getafe A B1 B2 B3 Central Central Billete COMBINADO · COMBINED Ticket años JOVEN B2 7-25 years YOUNG 20,00 € Para viajes en toda la red de metro y líneas ML1, ML2 y ML3 Fuenlabrada Parque de SENCILLO 10 VIAJES Arroyo de metro ligero. O cina de gestión tarjeta transporte público Central los Estados 3,00€ 18,30€ años Culebro SINGLE 10-TRIPS Public Transport NORMALCard management of ce For trips in all metro network and ML1, ML2, ML3 light rail lines. 26-64 years STANDARD 54,60€ 63,70€ 72,00€ 82,00€ 89,50€ 99,30€ 110,60€ 131,80€ Desde años 3a EDAD ABONOFrom TRANSPORTE65 years SENIOR · TRAVEL PASS 12,30 € Título de transporte personal de utilización ilimitada durante 30 días desde su primera validación, en todos los servicios de A personal travel pass with 30 days validity from its rst validation that allows for unlimited use on any public transporte público de la zona tarifaria correspondiente, excepto la línea de autobús Exprés Aeropuerto. También existe un abono transport mode, in accordance to the loaded fare zone, except Airport Express bus line. There is also a one-year de validez anual. validity travel pass. ZONA INTERZONALES ENTRE LAS ZONAS B1 y E2 zone A B1 B2 B3 C1 C2 E1 E2 2 zonas 3 zonas 4 zonas 5 zonas 6 zonas 7 zonas años JOVEN 7-25 years YOUNG 20,00 € años NORMAL 47,90€ 54,60€ 63,70€ 72,00€ 82,00€ 89,50€ 26-64 years STANDARD 54,60€ 63,70€ 72,00€ 82,00€ 89,50€ 99,30€ 110,60€ 131,80€ Desde años 3a EDAD From 65 years SENIOR 12,30 €

BILLETE TURÍSTICO · TOURIST TICKET Días naturales y consecutivos · Calendar consecutive days Título personal con validez para 1, 2, 3, 4, 5 ó 7 días natura- A personal ticket that allows for unlimited use for 4 les y consecutivos. 1, 2, 3, 4, 5 or 7 calendar consecutive days. - Zona A: todos los servicios de esta zona. - Zone A: all transport services of zone A. ZONA zone 8,40€ 14,20€ 18,40 € 22,60€ 26,80€ 35,40€ - Zona T: todos los servicios de la Comunidad de Madrid, - Zone T: all transport services in the Madrid Region, incluidas zonas E1 y E2, excepto servicios Renfe a Toledo. including E1-E2 zones, except Renfe railway to Toledo ZONA zone 17,00€ 28,40€ 35,40€ 43,00€ 50,80€ 70,80€ No es válido en la línea de autobús Exprés Aeropuerto. It is not valid for the Airport Express bus line. 50% Discount for children under 11

Todos los títulos de transporte se pueden cargar en las máquinas de las estaciones de metro y metro ligero, All types of transport tickets can be loaded at the ticket machines of metro and light rail stations, estancos, cajeros automáticos de Bankia y otros puntos autorizados. El Abono Transporte y el billete turístico tobacco shops, Bankia ATMs, and any other licensed points of sale. The Travel Pass and the tourist se pueden cargar también en las máquinas de las estaciones de Renfe-Cercanías. ticket can also be loaded at the ticket machines of Renfe-Cercanías stations.

Existen descuentos para familias numerosas (50% especial, 20% general) y para personas con discapacidad ≥65% (20%) There are discounts for large families (special category 50%, general category 20%), and for disabled people ≥65% (20% discount)

Información de Transporte Público Información de Metro de Madrid Información tarifaria Descárgate nuestra App Fares information Download our App Public Transport Information Metro de Madrid Information Lunes a viernes de 8:00 a 22:00 h - Sábados y festivos de 10:00 a 22:00 h 7:00 - 23:00 h Monday to Friday: 8:00 to 22:00 h - Saturday and holidays: 10:00 to 22:00 h

Mi Transporte Información en tiempo real Real time transport information 012 902 444 403 www.crtm.es www.metromadrid.es THE FARE SYSTEM · ANNUAL REPORT 2017 337 3.6 The technology The technology of the contactless ticket is a strategic project for the integrated system of public transport of the Community of Madrid. With its progressive implementation, this technology has been a major advance in the area of fare and techno- logical unification of all of the systems and operators of transport, offering new means of safety, comfort and flexibility to users of the contactless cards.

In addition, this technology has notably increased the management capacity of the CRTM for the improved planning of the services, improved efficiency and cost reduction, and the obtaining of new data that already serves as the basis for the analytical work with big data technology.

Of the elements forming a part of this new technological development, we highlight the transport tickets (Public Transport Card) and the centre of testing development for its progressive implementation.

a. The Public Transport Card (TTP) 2017 has been the year of the disappearance of the magnetic technology, and therefore, the standardisation of contactless technology, as a support for the transport cards of the fare system.

The distinct public transport tickets may be included in two types of public transport cards: personal and non-personal. The former may contain a personal ticket and two additional non-personal tickets. The non-personal cards (Multi) only contain non-personal tickets.

Personal Public Transport Cards

The number of active personal cards as of 31 December 2017 has reached 3,602,223 million, 14.5% more than in 2016, with a slight increase in the number of young and normal ticket users, a 16% increase in both cases.

ACTIVE CARDS BY PROFILE

1.800.000 1,800,000 More than

1.200.000 1,200,000 3.6 million

1.669.449 1,669,449 600.000 1.004.528 600,000 1,004,528 active 750.387 750,387

001 001 001 001 89.685 0000023768 89,685 cards 85.212 OSCAR 85,212 MARTÍNEZ HERNÁNDEZ Normal Joven Tercera Infantil Tarjeta Normal Young Seniors Children Blue Card edad Azul 041E2E81B11B80 A-00030739

Río Manzanares

500.000 480.205 In 2017,500,000 a total of 480,205 new cards were issued, 4UTILIZACIÓN SEGÚN T%ARIFAS. INCLUIDO IVA · NIF lessQ7850003J than the480,205 previous year. In the following table, their distribution via channels of obtention are shown for each user profile, except in the case of the Blue Card, which is only requested Río Manzanares 400.000 in the400,000 offices of Citizen Attention in the City Hall of Madrid. The Management Offices are the preferred channel for users, with 74% of the cards being obtainedAlcalá de Henares. here, Cuna de Miguel de Cervantes whereasUTILIZACIÓN SEGÚN TARIFASthe. INCLUIDO IVA · NIF Q7850003J Internet is used by 19% and tobacco and stamp shops for the 300.000 remaining300,000 7%. Río Manzanares 221.533 221,533 San Lorenzo de El Escorial. Monasterio UTILIZACIÓN SEGÚN TARIFAS. INCLUIDO IVA · NIF Q7850003J 200.000 160.123 200,000 160,123

100.000 100,000 50.872 38.359 50,872 38,359 9.318 9,318 Normal Joven Tercera Infantil Tarjeta Total Normal Young Seniors Children Blue Card Total edad Azul CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 338 These means differ however, according to the profile at hand, with the on-line channel having the greatest share in the case of child cards (42%), followed by the young people (21%), the normal profile (17%) and in last place, the seniors (6%).

CARDS ISSUED BY PROFILE / CHANNEL 1.800.000 1,800,000 Tobacco Shops Internet Management Offices Total Normal 7,113 27,203 125,807 160,123 1.200.000 1,200,000Young 11,971 45,338 164,224 221,533

1.669.449 Seniors 1,669,449 8,618 2,931 39,323 50,872 600.000 1.004.528 Children600,000 1,004,528 3,635 16,121 18,603 38,359 750.387 Total 31,337750,387 91,593 347,957 470,887 85.212 89.685 85,212 89,685 Normal Joven Tercera Infantil Tarjeta Normal Young Seniors Children Blue Card edad Azul CARDS ISSUED BY PROFILE ISSUED BY CHANNEL

500.000 480.205 500,000 480,205 Tobacco / Stamp shops 400.000 400,000 Internet 7% 300.000 300,000 19% 221.533 221,533 200.000 160.123 200,000 160,123 74% 100.000 100,000 50.872 38.359 50,872 38,359 9.318 9,318 Management Normal Joven Tercera Infantil Tarjeta Total Normal Young Seniors Children Blue Card Total Offices edad Azul

The monthly average of cards requested is 40,017, with the highest number of requests occurring in the month of September with over 58,000 new cards, as is typical due to the high number of requests coinciding with the start of the new academic year.

Multi Card On 7 July 2017, the introduction of the Multi card took place in the fare system, as a support for the non-personal tickets. Single tickets of bus operators remained in their paper format, and are issued aboard the bus, at the time of initiating the trip.

The card may be acquired in the vending machines of the metro and light rail line stations and in the points of sale of the Logista network, and have a duration of ten years, like the personal cards. Their price is 2.50€.

In order to promote the use of the card and to facilitate its knowledge prior to the disappearance of the magnetic tickets, a promotional campaign was carried out which extended over 100 days, and in which they were offered free of charge, via a website that was exclusively established for this purpose, delivering a total of 1,190, 527 Multi cards.

Similarly, the CRTM, as part of its social corporate responsibility, provided the General Management of Social Services with a total of 38,000 cards, for use by diverse organisations, to be delivered free of charge to individuals integrated in the groups that they manage. THE FARE SYSTEM · ANNUAL REPORT 2017 339 The following chart summarises the Multi cards that have been placed in circulation during 2017.

MULTI CARDS IN CIRCULATION (as of 31 December 2017) Total launch period Social services 38,000 1,228,527 Free of charge Delivered in promotion 1,190,527

Logista 281,793 2,183,386 Sales Metro 1,901,593

TOTAL Multi card distribution 3,411,913

As for the purchase of tickets through the Multi card, the tickets charged during 2017 exceeded 9 million, which were distributed over the Metro network, with 85%, Logista with 14.5% and Bankia with 0.5%.

The sale of magnetic tickets continued until 31 October 2017, and their use continued until 31 December.

b. The Centre of Development and Conformity (CDC) The Centre of Development and Conformity (CDC) began its work in 2006, and its main objective is to be a centre of technological advancement, ensuring the compatibility of all of the elements, equipment and systems, both hardware and software, that makes up or could make up the Intelligent Ticketing System of the Community of Madrid.

Since 2017, numerous tests have been conducted in the areas of validation and charge, to ensure the appropriate integra- tion of the Multi card in the infrastructure of public transport of the Community of Madrid. More specifically, the automatic issue of this type of card in the Metro has been verified, also testing the incorporation of the additional functions in the charge application (in distinct sales networks: Metro, Logista, Renfe-Cercanias and Bankia). Also, validation tests have been conducted in the distinct transport operators, with regards to the new card type, and work continues to be carried out on the creation of a contactless card in mobile telephones, using the NFC communications protocol, in order to offer travellers an alternative means of charging their transport ticket. 40 1

1,503 million trips in 2017 41 4 1 The travellers

The total number of trips made in the public transport system of the Community of Madrid during 2017 reached a total of 1,503 million, representing an increase of 4.0% with respect to the previous year, 57.3 million in absolute terms.

This figure indicates an average of 231.1 trips per inhabitant and year, 3.3% higher than the previous year, and continues to place the Community of Madrid as the top reference for the use of public transport in this country. 442 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 4.1 Demand evolution by operator

DEMAND EVOLUTION (millions) Period 1990-2017 Other Road transport Renfe- Light railway TOTAL AÑO Metro de Madrid EMT concessions Cercanías rail (1) concessions (2) 1990 416.3 433.3 154.1 96.3 - 1,100.0 % VAR 90/89 5.5% -4.7% 10.5% - - 2.8% 1995 397.2 521.5 191.6 126.0 - 1,236.2 % VAR 95/90 -4.6% 20.3% 24.4% 30.8% - - 12.4% 2000 518.9 531.2 270.1 161.2 - 4.7 1,486.1 % VAR 00/95 30.7% 1.9% 40.9% 28.0% - - 20.2% 1.595,1 2005 643.6 470.2 275.6 199.0 - 6.7 1,595.1 1.486,1 1.491,6 1.503,0 % VAR 05/00 24.0% -11.5% 2.0% 23.5% - 1.445,742.9% 7.3% 1.385,8 2010 627.1 423.4 235.8 181.6 17.3 6.4 1,491.6 1.236,2 % VAR 10/05 -2.6% -10.0% -14.4% -8.8% - -4.8% -6.5%

20151.100,0 569.7 405.9 207.3 182.2 14.7 5.9 1,385.8 % VAR 15/10 -9.2% -4.1% -12.1% 0.3% -15.0% -7.8% -7.1% 2016 584.8 430.1 224.1 184.6 15.8 6.2 1,445.7 1990 1995 2000 2005 2010 2015 2016 2017 % VAR 16/15 2.7% 6.0% 8.1% 1.3% 7.5% 5.3% 4.3% 2017 626.4 427.9 232.7 192.5 16.9 6.5 1,503.0 % VAR 17/16 7.1% -0.5% 3.8% 4.3% 6.8% 4.7% 4.0%

(*) In 2000, the procedure for the calculation of trips was modified (cancellations instead of home surveys). (1) Includes the MLM, MLO and operators. 1,595.1 1,486.1 1,491.6 1,503.0 1,445.7 1,385.8

1,236.2

1,100.0

1990 1995 2000 2005 2010 2015 2016 2017

The figures that are presented as trips refer to the commercial stages carried out by the users, so transfers count as trips except in the case of those occurring in the Madrid Metro and in Renfe-Cercanias, in which they are not penalised from a fare point of view. Exceptionally, and despite the fact that this same treatment occurs in the interchanges between Madrid Metro and Metros Ligeros de Madrid (line ML1), given that they are different modes and operators, these are in fact counted as trips.

All operators, except for the EMT, experience increases in travellers with relation to the previous year, situating Madrid Metro at the head, with an increase of 7.1%, followed closely by the light rail and then by the other operators in very similar proportions, approximately 4%. EMT loses 0.5%, mainly as a result of the difference in importance of the special services due to cut offs of metro lines between the two years. THE TRAVELLERS · ANNUAL REPORT 2017 443 Renfe- Otras concesiones Renfe- Otras concesiones Cercanías ferroviarias Cercanías ferroviarias Metros Ligeros 0,5% 0,5% 1,1% Concesiones 8,8% Concesiones 12,5% Renfe- Thiscarretera noteworthy position of the Madrid Metrocarretera contributes to the improvement of theConcesiones distribution of all of the demand Cercanías in its carretera favour, winning almost one point in its participation share, with 41.7% out of all of the trips. The decrease12,8% of the EMT, however, 14,0% 17,3% 15,5% means that these two operators retain the same 70.2% of the total of the demand presented over the prior fiscal year. EMT 39,4% EMT 40,4% EMT 28,5% 37,8% 40,4% 41,7% Metro Metro Metro de Madrid de Madrid de Madrid EVOLUTION OF THE TOTAL DEMAND BY OPERATORS

2000 2005 2017

Renfe-Cercanías Other railway Renfe-Cercanías Other railway Light suburban rail concessions suburban rail concessions rail 8.8% 0.5% 0.5% 1.1% Road transport Road transport 12.5% Road transport Renfe-Cercanías concessions concessions concessions suburban rail 12.8% 14.0% 17.3% 15.5%

EMT 39.4% EMT 40.4% EMT 28.5% 37.8% 40.4% 41.7% Metro Metro Metro de Madrid de Madrid de Madrid

Otros Otros Infantil 0,7% Otros 2,0% 1,0% Billete sencillo 1,1% Billete sencillo Billete sencillo

9,5% 9,0% 7,0% 10 viajes 13,5% 25,7% 10 viajes 31,0% 10 viajes 58,4% 64,1% 76,7%

Abono Transporte Abono Transporte Abono Transporte

Other Other Children 0,7% Other 2,0% 1,0% Single ticket 1,1% Single ticket Single ticket

10 trip 9.5% 9.0% 7.0% ticket 13.5% 25.7% 10 trip 31.0% 10 trip ticket ticket 58.4% 64.1% 76.7%

Travel Pass Travel Pass Travel Pass

Billete Sencillo 10 Viajes A. Transportes TTP Infantil Otros 444 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

4.2 Demand evolution by transport tickets As for the distribution of the demand by ticket type, and having kept the fares unaltered, variations with respect to the previous year are considered irrelevant, with slight decreases being found for the single tickets and the ten trip tickets. The Travel Pass, with 1,152 million trips, represented 76.6% of the total demand, one point more than the previous year. If we are to add the eleven million trips made with the Children’s Public Transport Card, the total reaches 77% of the total trips made. Trips made using other tickets declines, basically due to a decrease in this group of Renfe-Cercanias.

ANNUAL TRIPS DISTRIBUTION PER TICKET TYPE 2017

Single ticket 10 trips tickets Travel pass Children Other(1) Total Transport operator Trips % Total Trips % Total Trips % Total Trips % Total Trips % Total Trips % Total Metro de Madrid 34,425,374 32.4% 122,993,553 60.5% 464,655,976 40.3% 4,305,530 38.9% 22,645 0.1% 626,403,077 41.7% EMT 22,960,154 21.6% 46,388,011 22.8% 344,177,413 29.9% 3,525,120 31.8% 10,879,693 36.1% 427,930,391 28.5% Road transport concessions 25,140,140 23.6% 18,696,593 9.2% 187,190,218 16.3% 1,678,227 15.2% 0 0.0% 232,705,178 15.5% Renfe-Cercanías (Suburban rail) 22,364,477 21.0% 12,186,380 6.0% 138,081,720 12.0% 1,320,734 11.9% 18,588,978 61.8% 192,542,289 12.8% Light rail 952,699 0.9% 2,136,593 1.0% 13,009,143 1.1% 197,102 1.8% 609,447 2.0% 16,904,984 1.1% Other railway concessions (TFM) 568,859 0.5% 947,485 0.5% 4,913,596 0.4% 43,413 0.4% 0 0.0% 6,473,353 0.4%

Total 106,411,703 203,348,615 1,152,028,067 11,070,125 30,100,763 1,502,959,272

(1) Includes Multi tickets (Madrid Metro) / monthly Renfe Pass, RENFE identification card (Renfe – Cercanias)

DISTRIBUTION OF DEMAND BY TICKET AND OPERATOR TYPE

100% 2.54% 0.72% 9.65% 3.61% 0.67% 2.00% 0.69% 0.82% 1.17% 0.74% 0.69%

74.18% 80.43% 80.44% 71.72% 76.95% 75.90% 76.65% 50%

19.63% 10.84% 8.03% 6.33% 12.64% 14.64% 13.53%

5.50% 5.37% 10.80% 11.62% 5.64% 8.79% 7.08% FALTA COMENTARIO Metro A ESTEEMT GRAFICO (1Road párrafo) transport Renfe - Light Other railway TOTAL de Madrid concessions Cercanías rail concessions (TFM)

Single ticket 10 Trips Travel pass Children Other

Other railway Other railway concessions (TFM) concessions (TFM) Light rail Motorway Renfe- 0.5% 0.5% 1.1% Renfe- Motorway Renfe- concessions Cercanías Motorway Cercanías Cercanías concessions concessions

14.0% 8.8% 17.3% 12.5% 15.5% 12.8%

37.8% 39.4% 40.4% 40.4% 28.5% 41.7%

Metro Metro Metro EMT de Madrid EMT de Madrid EMT de Madrid Otras concesiones Otras concesiones Renfe- Renfe- THE TRAVELLERS · ANNUAL REPORT 2017 Cercanías ferroviarias Cercanías ferroviarias Metros Ligeros 45 0,5% 0,5% 1,1% Concesiones 8,8% Concesiones 12,5% Renfe- carretera carretera Concesiones Cercanías carretera 12,8% 14,0% 17,3% 15,5% 4

EMT 39,4% EMT 40,4% EMT 28,5% 37,8% 40,4% 41,7% Metro Metro Metro de Madrid de Madrid de Madrid

Renfe-Cercanías Other railway Renfe-Cercanías Other railway Light suburban rail concessions suburban rail concessions rail 8.8% 0.5% 0.5% 1.1% Road transport Road transport 12.5% Road transport Renfe-Cercanías concessions concessions concessions suburban rail 12.8% 14.0% 17.3% 15.5% Single ticket 10 trips tickets Travel pass Children Other(1) Total EMT 39.4% EMT 40.4% EMT 28.5% Transport operator Trips % Total Trips % Total Trips % Total Trips % Total 37.8% Trips % Total Trips40.4% % Total 41.7% Metro Metro 1,152 Metro Metro de Madrid 34,425,374 32.4% 122,993,553 60.5% 464,655,976 40.3% 4,305,530 38.9% 22,645de Madrid 0.1% 626,403,077 de Madrid41.7% de Madrid EMT 22,960,154 21.6% 46,388,011 22.8% 344,177,413 29.9% 3,525,120 31.8% 10,879,693 36.1% 427,930,391 28.5% million trips Road transport concessions 25,140,140 23.6% 18,696,593 9.2% 187,190,218 16.3% 1,678,227 15.2% 0 0.0% 232,705,178 15.5% Renfe-Cercanías (Suburban rail) 22,364,477 21.0% 12,186,380 6.0% 138,081,720 12.0% 1,320,734 11.9% 18,588,978 61.8% 192,542,289 12.8% with the Light rail 952,699 0.9% 2,136,593 1.0% 13,009,143 1.1% 197,102 1.8% 609,447 2.0% 16,904,984 1.1% Otros Otros Infantil 0,7% Otros 2,0% Other railway concessions (TFM) 568,859 0.5% 947,485 0.5% 4,913,596 0.4% 43,413 0.4% 0 0.0% 6,473,353 0.4% 1,0% Billete sencillo 1,1% Billete sencillo TravelBillete Pass sencillo Total 106,411,703 203,348,615 1,152,028,067 11,070,125 30,100,763 1,502,959,272 9,0% 7,0% (1) Includes Multi tickets (Madrid Metro) / monthly Renfe Pass, RENFE identification card (Renfe – Cercanias) 9,5% 10 viajes 13,5% 25,7% 10 viajes 31,0% 10 viajes 58,4% 64,1% 76,7% EVOLUTION OF THE ANNUAL DISTRIBUTION OF TRIPS BY TICKET TYPE Abono Transporte Abono Transporte Abono Transporte

1995 2005 2017

Other Other Children 0,7% Other 2,0% 1,0% Single ticket 1,1% Single ticket Single ticket

10 trip 9.5% 9.0% 7.0% ticket 13.5% 25.7% 10 trip 31.0% 10 trip ticket ticket 58.4% 64.1% 76.7%

Travel Pass Travel Pass Travel Pass

The participation of the Travel Pass is more relevant in the case of urban and suburban buses, 80.4%, not considering the Children’s Transport Card, givenBillete the treatment Sencillo of the10 Viajesfares for transfersA. Transportes between lines.TTP Infantil An average Otros of 59.3 trips are made by each pass holder on a monthly basis. The single ticket makes up 7.1% of the total, and the ten-trip tickets make up 13.5%. 446 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 4.3 Sales of transport tickets Below we analyse the sale of the distinct types of Travel Passes. Information related to the sale of the other tickets whose issue corresponds to the CRTM (combined single and ten-trip tickets of the metro network and light rail and ten trip 8,4% 0,2% 1,1% 33,4% 100% 3.1% “Metrobus” tickets and “bonobus” tickets of suburban operators) do not 0,4%add a significant4,7% added value to the distribution of the trips presented in the8,6% previous chapter. 13,40%

0,5% However, the graph presented below reveals the distribution by commercial networks of the sale of all tickets sold by the

CRTM.50% The importance of the Madrid Metro is highlighted, as it distributes more than half of the travel passes and 83.2% of the Metrobus, the ten-trip ticket for zone A. The Logista sales point network plays a major role, offering external support to the transport network, with 31% of the sale of Travel Passes, 13.4% of the Metrobus sales and a majority 93.8% of the suburban bonobuses. The network of Bankia automatic tellers participates with a very limited relevance (1.8%) and is included in the “others” section. This section also includes the very CRTM as a distributor and that represented by the Transport Card Management Offices network, with its participation being especially relevant in the case of the tourist ticket, Abono Transporte Metrobús Bonobuses unificados Billete turístico by the offices located in the airport facilities. Metro de Madrid Logista AVPPM* Renfe Intercambiadores Otros

DISTRIBUTION OF TICKET SALES BY DISTRIBUTORS 8.4% 0.2% 1.1% 33.4% 100% 3.1% 0.4% 4.7% 8.6% 13.40%

0.5% 31.0% 0.1%

50%

52.0% 83.2% 93.8% 66.0%

Travel pass (30 days) Metrobús 10-trip suburban buses Turistic ticket (10-trip Metro+Urban bus EMT) Metro de Madrid Logista AVPPM* Renfe Interchanges Other *Association of professional Press Sellers of Madrid

In 2017, a total of 19,437,240 travel passes for all zones and user profiles were sold. This figure, which represents an increase of 6.2% from the previous year, includes the charging of 30 day tickets made for contactless cards and annual travel passes in monthly instalments. THE TRAVELLERS · ANNUAL REPORT 2017 447

Almost 19.5 million Travel Passes sold

SALE OF TRAVEL PASS BY USER PROFILE, 1990-2017 PERIOD

Normal Young Senior Blue card PAE TOTAL 1990 3,404,593 1,260,108 599,477 5,264,178 1995 5,254,389 2,248,617 1,634,361 9,137,367 2000 7,732,219 2,079,622 2,647,205 12,459,046 2005 9,075,624 1,723,581 3,091,332 13,890,537 2010 8,386,456 1,724,270 4,102,935 377,426 11,591,087 2015 7,545,684 3,133,459 4,560,714 565,863 503 15,806,223 2016 7,243,501 5,794,760 4,662,945 594,615 4,669 18,300,490 2017 7,534,012 6,489,690 4,785,347 622,085 6,106 19,437,240 % VAR. 17/16 4.0% 12.0% 2.6% 4.6% 30.8% 6.2%

The Youth Pass virtually duplicates this average increase, going on to represent 33.4% of all of the sales, almost two points higher than the previous year. The rest of the travel passes reveal growth that is below the mean, with the evo- lution of the Normal Travel Pass being especially noteworthy, having behaviour that denotes the growing tendency of the demand. So, after the temporary decrease of the two prior years, due to the absorption of the Youth Pass of part of the passes in this profile, given the three-year extension of validity of the former, since 2010, the series has revealed how the economic crisis has seriously affected the demand and therefore, the sales. The 4% increase in 2017 is an indicator of the strength of the recovery.

Thus, less than half of the travel passes (38.8%) are acquired by the population aged 26 to 64, whereas 33.4% cor- responds to those under the age of 26, 24.6% corresponds to users over the age of 65 and 3.2% corresponds to Blue Card users. Tercera Joven Joven Tarjeta Azul Joven edad Tercera edad Tercera edad 3,2% 11,4% 12,4% 23,9% 22,3% 24,6% 33,4%

64,7% 65,3% 38,8%38,8%

Normal Normal Normal 448 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID SALE OF TRAVEL PASSES BY USER PROFILE

1990 2005 2017

Blue card Young Young Young Seniors Seniors Seniors

3.2% 11.4% 12.4% 23.9% 22.3% 24.6% 33.4%

64.7% 65.3% 38,8%38.8%

Normal Normal Normal

The evolution of the sales by zones offers a complementary territorial perspective, while the first conclusion to be made is that, due to the importance of the flat fare passes, these represent 58% of all of the sales, limiting the zonal perspective exclusively to the normal travel passes, thereby conditioning the comparative perspective.

EVOLUTION OF SALE OF TRAVEL PASSES BY ZONES Inter- Zones Zone A Zones B Zones C zonal(1) E(2) Senior Young PAE TOTAL 1990 2,742,169 1,828,803 93,729 599,477 5,264,178 1995 3,678,086 3,589,307 235,613 1,634,361 9,137,367 2000 4,150,359 5,273,279 388,203 2,647,205 12,459,046 2005 4,527,608 5,691,174 496,577 83,846 3,091,332 13,890,537 2010 4,918,640 4,696,330 438,939 354,046 80,197 4,102,935 14,591,087 2015 5,088,904 3,921,637 370,518 375,532 83,712 4,560,714 1,404,703 503 15,806,223 2016 4,215,656 3,060,871 264,507 238,352 59,366 4,662,945 5,794,124 4,669 18,300,490 2017 4,410,108 3,157,683 268,676 256,510 63,683 4,785,347 6,489,127 6,106 19,437,240 %VAR 17/16 4.6% 3.2% 1.6% 7.6% 7.3% 2.6% 12.0% 30.8% 6.2%

(1) Travel Passes B1-B2, B2-B3, B3-C1 and C1-C2 (2) External zone to Madrid Community, which is an area part of Castilla-La Mancha region (3) Includes Blue Card from 2007 and on

Taking into account this observation, Zone A represents 22.7% of the total, compared to 19.3% of the other zones, sug- gesting a great displacement of passes that previously corresponded to the metropolitan zones in the flat rate youth pass, or that, in other words, the impact of this fare measure has been greater in the metropolitan crown area, in accordance with the distinct demographic structure of the population by ages, in the territory.

93.5% of the travel passes sold are 30 day passes, compared to 6.5% of the annual passes, which are mainly sold to normal Travel Pass users, 71.8%, while the senior annual pass users make up 24.5% and only 3.7% of the annual pass users are young users. THE TRAVELLERS · ANNUAL REPORT 2017 449 SALE OF TRAVEL PASSES BY PROFILE AND ZONES

1.3%Inter-zonal 1.4% Zone C 16.3% Zone B

22.7% Zone A

0.3% Zone E 93.5% 30-day pass

Senior Senior Normal

25.4% 58.0% 42.4% Flat fare 40.1% 57.6% 34.5%

Young Young

6.5% Annual pass

In 2017, a more marked seasonality was seen, with differences of 12.7% between the month having the most sales, Oc- tober, with 1,825,170 passes sold, and the average monthly sales figure.

As for the sales of the highest sales month for the total population of the Community of Madrid, between 7 and 84 years of age, a penetration of 31.5% was obtained, three points higher than the previous year. This percentage increases to 43.4% if we are to consider the holders of cards that have charged the Travel Pass on at least one occasion during 2017. 450 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID As for social tickets, in 2017, a total of 1,849,787 Travel Passes were sold from the distinct categories, 9.5% more than the previous year.

Large families continue to contribute to the greater increase and are the largest proportion, at 59.7% of the sales, an increase of 13.3% with respect to the previous year; 33.6% correspond to those receiving Blue Cards and the remaining 6.6% to individuals with disabilities, with increases very much below the average in both cases.

SOCIAL TICKET SALES Large family Disabled Blue card Total Sales %s/total Sales %s/total Sales %s/total Sales %s/total 2010 358,286 45.5% 51,848 6.6% 377,426 47.9% 787,560 100,0% 2015 709,433 51.1% 112,468 8.1% 565,863 40.8% 1,387,764 100,0% 2016 975,660 57.8% 118,507 7.0% 594,615 35.2% 1,688,782 100,0% 2017 1,104,982 59.8% 122,720 6.6% 622,085 33.6% 1,849,787 100,0% % 17/16 13.3% 3.6% 4.6% 9.5%

Disabled

33.6%

59.8% 6.6% Large Blue card family

As for the sale of the distinct tourist tickets (normal, children and congresses), in 2017, 464,509 units were distributed, an increase of 16% as compared to the previous year, with an interesting increase in sales to congresses and other groups. THE TRAVELLERS · ANNUAL REPORT 2017 451 SALE OF TOURIST TICKETS BY PROFILE AND ZONES

Days Normal Children Congresses Total 1 day, zone A 140,149 15,946 19 156,114 2 days, zone A 54,073 2,787 71 56,931 3 days, zone A 108,542 4,865 1,926 115,333 5 days, zone A 61,237 2,755 40,747 104,739 7 days, zone A 20,397 1,029 131 21,557 Total zone A 384,398 27,382 42,894 454,674

1 day, zone T 3,275 195 0 3,470 2 days, zone T 1,249 50 0 1,299 3 days, zone T 2,393 106 0 2,499 5 days, zone T 1,781 60 20 1,861 7 days, zone T 634 72 0 706 Total zone T 9,332 483 20 9,835

Total 2017 393,730 27,865 42,914 464,509 Total 2016 369,472 25,606 5,395 400,473 %17/16 6.6% 8.8% 695.4% 16.0%

Zone A has the same share as the previous year, with 97.9% of the total sales, while, during the validity period, one day tickets are those with the greatest dissemination, although in this case, certain differences are observed between the zones, leading to a greater participation of the longer duration tickets –the 7 day tickets—in the case of sales for the set of zones.

DISTRIBUTION OF SALES OF TOURIST TICKETS BY ZONE AND PERIOD OF VALIDITY zone A zone T

zone T

2.1%

97.9%

zone A

1 day 2 days 3 days 5 days 7 days 1 day 2 days 3 days 5 days 7 days 34.3% 12.5% 25.5% 23.1% 4.6% 35.3% 13.2% 25.4% 18.9% 7.1% 552

40% of the bus fleet uses alternative fuels 5 53 Strategic lines

The activity of the CRTM has a strategic dimension whose main objective is to ensure an integrated public transport system that is efficient and of high quality, respectful of the environment and universally accessible. The distinct actions of the network faithfully reflect the strategic lines of this organism, as so the development and application of the new technologies, the diverse technical studies that it promotes and the numerous projects in which it actively participates. 554 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 5.1 Intermodality a. Interchanges The interconnection of the distinct modes found in the public transport system are revealed in the infrastructures of the modal integration. The installations permit the creation of distinct transport networks, facilitating intermodal mobility and allowing for the connection with large capacity modes, be they metro or railway, in an efficient manner and with added value to the traveller.

When considering the characteristics of its infrastructure, the main intermodal points are classified in three groups: interchanges, intermodal areas and points of interchange. The interchanges play a fundamental role in the access and dispersion of metropolitan displacements, whereas the intermodal areas and the other points of interchange resolve the urban area routes. In all, every day, almost 16,000 suburban trips leave from these points and over 17,000 urban trips.

There are twelve main metropolitan intermodal points located in the city of Madrid. These large hubs are used on a daily basis by over 1.8 million travellers. 57% of these travellers make some type of transfer or correspondence between trans- port modes, while 43% are travellers accessing or displacing themselves by foot. Almost one out of every two trips made in public transport across the entire region passes through one of these twelve hubs. Atocha

NUMBER OF STAGES IN PUBLIC TRANSPORTNuevos Ministerios IN THE MAIN INTERMODAL POINTS

Atocha Sol

Nuevos Ministerios Avenida de América

Sol Moncloa

Avenida de América Príncipe Pío

Moncloa Plaza Castilla Príncipe Pío Chamartín Metro de Madrid Plaza Castilla Renfe-Cercanías Chamartín Metro de Madrid Urban buses Legazpi Plaza Elíptica Renfe-Cercanías Suburban buses Aluche Conde Casal Urban buses Plaza Elíptica 0 100,000Suburban buses 200,000 300,000 400,000 500,000 Conde Casal

0 100,000 200,000 300,000 400,000 500,000

MODES OF ACCESS Other Suburban buses 1% TO THE MAIN Walking INTERMODAL POINTS EMT Other 8% Suburban buses 1% 9% 24% Walking EMT Renfe- 19% 8% Cercanías 9% 24% 40% Metro de Madrid Renfe- 19% Cercanías 40% Metro de Madrid STRATEGIC LINES · ANNUAL REPORT 2017 555 PUBLIC TRANSPORT OFFER IN THE MAIN INTERMODAL POINTS

Metro and light Renfe-Cercanías Suburban bus Urban bus rail lines suburban rail lines lines lines Atocha 1 8 3 26 3 7 - 11 Sol 3 2 - 3 Avenida de América 4 - 12 11 Moncloa 2 - 48 17 Príncipe Pío 3 3 22 11 Plaza de Castilla 3 - 35 22 Chamartín 2 7 2 2 Legazpi 2 - 9 20 Aluche 1 1 17 9 Plaza Elíptica 2 - 11 9 Conde de Casal 1 - 15 8

Includes daytime bus lines with initial stops in the intermodal point or in the area and passing lines

b. Other modes New social habits arising within the framework of the global economy and the development of the SmartCity concept and the standardised use of smartphones has favoured the appearance of new mobility services, such as the shared use of ve- hicles, a clear complement to the public transport network and allowing for a more flexible and sustainable mobility model. For this reason, the CRTM has initiated a work line to support and strengthen these initiatives.

Car sharing As for car sharing or multi-user car systems, the CRTM maintains a collaboration agreement with two of the companies operating in Madrid: Respiro and Bluemove. Specifically, the agreements that have been adopted allow for the application of discounts for users of public transport in fares for services of these companies, as well as the use of personal Public Transport Cards as alternative support for the opening and use of the vehicles. 556 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID Bicycle Over recent years, the use of bicycles in the everyday mobility of the population has experienced a major increase in the Community of Madrid. The CRTM maintains various working lines for the strengthening of this vehicle as a complement to the public transport system of the region. In this way, during 2017, work has continued on the projects that were initiated over the previous years:

4Use of Public Transport Card in public bicycle systems During 2017, options were continued to be explored for the integration of the Public Transport Card and Multi cards and the application of advantages or discounts for users of the public bicycle systems of the Community of Madrid with compatible technology. To this service, already existing in the G-bici of Getafe, the Madrid City electric bicycle system was added in 2017, BiciMad.

4Network of Bicycle Parking (REB Plan) This year, a total of 14 parking areas with a capacity of 106 spots has been installed, for a total of 19 parking lots and 168 spots, at the end of 2017. Of the new 14 parking areas, 8 are located next to suburban bus shelters of diverse municipalities of the Community of Madrid; 5 are installed in Metro and light rail stations and one is situated in the parking area of the Madrid Assembly.

The REB installations are located in points with good cyclist accessibility and that are favourable for the bicycle + public transport mode exchange. As for their placement, they are preferentially installed in covered and monitored spaces. The REB point is equipped with U-shaped anchor support and an informative panel with rules of usage and practical advice.

4Network of Itineraries for Bicycles (RIB Plan) Consists of a descriptive inventory identifying potential actions that may improve the cyclist’s itinerary, permitting condi- tions of safety, speed and accessibility in the displacement to or from the public transport stations. STRATEGIC LINES · ANNUAL REPORT 2017 557

In 2017, 14 parking areas were installed with a capacity for 106 spaces 558 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 5.2 The CITRAM

In 2017, the Management and Innovation Centre of Public Transport of the Community of Madrid, CITRAM, has continued to reinforce and strengthen itself in a management model that is based on user service mobility and a high level of coordination with transport operators and other entities.

Throughout 2017, the CITRAM has made over 28 important multi-modal follow-ups that are of special relevance for public transport where the role of CITRAM, coordinating and informing both users and operators, has been fundamental. Of these, of special note are the suspensions of the metro lines 5 and 8, special follow up in the case of major sporting events such as the Liga and the Champions League of Real Madrid, cultural events, etc. Of these latter, of special relevance are the follow up carried out in distinct actions taking place in Madrid with the celebration of “WorldPride Madrid 2017” taking place between 23 June and 2 July, and which was a major coordination exercise between distinct administrations and agents involved in the entire event.

Furthermore, during 2017, CITRAM continued to carry out major technological developments placing it on the cutting edge of multi-modal transport management. Of these actions, the integration of cameras on suburban buses with the application of multi-modal CCTV, leading to over 10,000 cameras in the region’s distinct transport modes (metro, interchanges, light rail, cameras of the Madrid City Hall, Road Agency) currently being integrated.

On the other hand, the development of the pilot program of public access points for the downloading of static and real time GTFS public transport files of the Community of Madrid has been implemented. During the pilot testing, concurrent access tests were successfully completed for 100 users per second. The pilot test included an administrative console that carried out all user management. Thanks to the results of this pilot test, the architecture and infrastructure required for the publication of the access points for open data in GTFS of the CRTM have been defined.

All of this situates CITRAM at the forefront, as a pioneer centre for the management of mobility, as demonstrated by the numerous visits received by national and international organisations, interested in learning about the centre’s functioning. STRATEGIC LINES · ANNUAL REPORT 2017 559

5.3 The new technologies The Regional Transport Consortium continues to carry out projects directed at implementing new technologies in transportation, with the following priority lines of action:

1. Implementing a new validation and loading software for the Multi card, based on a new set of technical specifications of the CRTM, defined in 2016. With this action, all transport operators and sales networks shall be prepared to take on the challenge of the total migration of the system to contactless supports, during this year, eliminating magnetic technology completely by 31 December 2017.

2. From 1 June until 31 August, the Madrid Regional Consortium of Transport shall launch a pilot test to introduce the charging of the Public Transport Card via mobile telephone, using NFC technology (almost 500 users). Of the participating users, a sample of 100 individuals was taken, individuals who could charge 10-trip tickets (metrobus or bonobus of urban or suburban services of the road transport transport concessions). For these users, the CTRM provided them with Multi cards that would subsequently be distributed as support to the transport tickets, in substitution of the magnetic tickets.

3. To renovate and improve the security of the validation systems, a new version (4) of the SAM (Security Access Module) was developed. This is a device that manages the security codes, the authentication process and signature and that is found in each of the more than 8,000 points of validation of the Community of Madrid.

4. Launc h of the Multi card (7 July 2017).

5. 1 November, implementation of the new functionalities permitting the Piblic Transport and Multi cards to accept various transport tickets coexisting in the same physical support, while also extending the life of all Public Transport cards, going from a duration of 7 years to 10 years.

6. In December, a functionality was added in the charge networks that informs young users of the savings accumulated with the implementation of the new Young Travel Pass, as well as the savings in CO2 emissions, thanks to the use of public transport in their displacements. 560 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 5.4 Relevant actions a. Special transport devices for WorldPride 2017 Coinciding with the 40th anniversary of the first LGTB demonstrations in , the city of Madrid was chosen to host WorldPride 2017, the largest global event for the LGTB community, celebrated internationally every 2 or 4 years, which brought together two million participants and associations from across the world.

The events of WorldPride 2017 were carried out from Friday, the 23rd of June until Sunday, the 2nd of July, and included an extensive program of cultural and leisure activities throughout the week, to be carried out in diverse public spaces and areas of the city centre, in which stages were set up for the same.

For these celebrations, the Madrid Regional Transport Consortium was responsible for establishing and coordinating a special transport device, in order to guarantee access to the distinct activities of the event, as well as the mobility of the regular public transport users during this week. The reinforcement planned led to an increase in the public transport system’s capacity of 1,500,000 travellers a day. The most noteworthy special measure taken was the opening, for the first time in its history, of the metro over a 24-hour period, from Saturday, the 1st of July until Sunday, the 2nd of July, coinciding with the main acts of the lines offering service within the city (1, 2, 3, 4, 5, 6, 7A, 8, 9A, 10A, 11 and the Ramal). Along with this measure, reinforcement services were established for the other days, for the eight metro lines that travel through the centre of Madrid.

On the other hand, the service offering of 25 EMT lines that connect the centre with the less covered metro line areas was increased, as well as services to the airport, to attend to the high volume of visitor arrivals and departures. In addition, night services of the EMT and suburban bus lines was reinforced (up to 125% on the weekend). These measures were in addition to the reinforced Cercanias lines, consisting of an increase in the capacity of the lines running through the Madrid centre zone, special services to access the main acts and an increased airport service offering.

These actions contributed to the success of this celebration, positioning Madrid as a top global tourism destination of diversity and tolerance.

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DISTANCIAS Y TIEMPOS DE RECORRIDO CAMINANDO A LA DESDE: DISTANCES AND TRAVEL TIMES WALKING TO THE PUERTA DEL SOL FROM:  ATOCHA-RENFE22 min PUERTA DE TOLEDO17 min ARGÜELLES 25 min ALONSO MARTÍNEZ18 min 1 3 5 PUENTE DEL REY25 min 7 2 EMBAJADORES19 min 4 ÓPERA6 min 6 BILBAO20 min 8 PLAZA COLÓN15 min Red de Metro: Noche del 1 al 2 de julio determinadas lineas abren toda la noche · www.metromadrid.es Red de Cercanías. Noche del 1 al 2 de julio servicios especiales desde Atocha RENFE hacia Alcalá de Henares, Fuenlabrada y Móstoles. www.renfe.es Autobuses Nocturnos. Noche del 1 al 2 de julio cambio cabeceras de las líneas de autobuses nocturnos desde Cibeles a Atocha, Plaza de España y Alonso Martínez. Ver plano · www.emtmadrid.es STRATEGIC LINES · ANNUAL REPORT 2017 561 b. Improvement works in metro lines 8 and 5

PREPARAMOS LA 5 PARA EL FUTURO PREPARING FOR THE FUTURE Cerramos el 3 de julio EN BENEFICIO Cerramos el 3 de julio Abrimos el 3 de septiembre Abrimos el 3 de septiembre DEWe closeTODOS on 3 July / We open on 3 September We close on 3 JulyAlternativas / We open on 3 September de transporte público · Public transport alternatives

Para minimizar las molestias, el corte FOR THE BENEFIT OF ALL se hará en julio y agosto, cuando Modernizamos las instalaciones y SERVICIOS ESPECIALES AUTOBÚS PLANO DE LA RED · NETWORK MAP la demanda baja casi a la mitad. Trabajos de renovación en Special Bus Services 06:00 - 01:30 h Esperanza To reduce inconvenience to the sistemas de comunicación. Santiago cada Bernabéu Alameda Alameda minimum, the service will be suspended laWe arelínea modernising 8 de the Metro installations - Canillejas 5 min. Francos Rodríguez Concha Espina Arturo Soria de Osuna SE1 Nuevos de Osuna during July and August, when demand and communication systems. Cuatro Ministerios drops almost by half. Renewal works on Metro line 8 Pozuelo Caminos Avda. de la Paz cada República SE1 El Capricho 3 min. Cruz del SE2 Canillejas - Manuel Becerra Aravaca Guzmán el Argentina Metropolitano Rayo Alfonso XIII Del 26 de enero al 18 de abril Estación de Aravaca Bueno SE2 Canillejas Renovamos las estaciones de cada Ciudad Ríos Torre Arias From January 26 to April 18 Rosas SE3 Embajadores - Aluche 3 Bernamin. Universitaria Islas Gregorio Parque de Barrio de la Suanzes, Torre Arias, Canillejas Filipinas Marañón las Avenidas Concepción 4 servicios especiales de buses EMT Alonso Avda. de Pueblo y Aluche. Avenida de Europacada Aluche - Casa de Campo 5 min. Iglesia Cano América Diego de Quintana Nuevo y refuerzo de otras líneas de Metro SE4 Moncloa León para garantizar la movilidad. We are renovating Suanzes, Torre Arias, Campus Somosaguas Argüelles Núñez Manuel Ventas Canillejas and Aluche Stations. San Bernardo Bilbao Rubén de Balboa 4 special EMT bus services and Dario Becerra San Estadio ALTERNATIVAS · AlternativesDos Castillas reinforcement of other Metro lines to Ventura García Blas Metropolitano TRAMO CERRADO · closed stretches Óptima · Best one Otras · Others Rodríguez Manuel Noblejas assure mobility. Tribunal Colón Serrano Plaza de Alameda de Osuna - Canillejas Bélgica Becerra SE1 115 151 España Alonso Velázquez Barrio del Puerto MAYOR ACCESIBILIDAD Príncipe Pío Greater accessibility Canillejas - Ciudad Lineal Martínez La Almudena Coslada Central SE2 77 Pozuelo104 Oeste105 Noviciado MÁS CAPACIDAD Príncipe Pío Chueca Príncipe de Increased capacity Ciudad Lineal - Ventas SE2 38 106 110 146 Gran Vía Vergara O’Donnell Alsacia Avda. de MAYOR FIABILIDAD Somosaguas Centro Santo Higher reliability 210 Domingo Guadalajara MÁS DISPONIBILIDAD More availability Callao Ventas - Ópera 1 2 3 Recoletos Retiro ALTERNATIVAS METRO Alternatives (VENTAS-ACACIAS) 66,5 mill. de € de inversión: señalización ADVANTAGES Somosaguas Sur VENTAJAS Sol Sevilla ) 46 74 147 Batán Ópera y comunicación, cambio de catenaria, Prado del Rey Banco de Ópera - Puerta de Toledo 3 17 18 Casa de España Colonia de los Ángeles Campo Puerta iluminación y renovación de estaciones. 23 35 60 Casa de Tirso de Molina Prado de la Vega del Ángel Sáinz de Baranda

Lavapiés EMBAJADORES

Campo Antón Martín VENTAS DIEGO DE LEÓN NUÑEZ DE BALBOA ALONSO MARTÍNEZ GRAN VÍA CALLAO ÓPERA ACACIAS ( Investment of €66.5M: signage and Puerta de Toledo - Pirámides SE3 17 18 23 Alto de Atocha communication, change of overhead Puerta 34 José35 36 de Toledo AcaciasEmbajadores VENTAS + + + + + + conductor system, lighting and stations Cocheras Isbert Atocha Más información: 62 118 119 SE4 Renfe Conde DIEGO renovation. DE LEÓN + + + More information: Pirámides - SE3 34 35 Ciudad17 18 Ciudad23 de Colonia Jardín Pirámides Embajadores Atocha de Casal del Cine la Imagen Menéndez Artilleros 116 118 119 Pelayo NUÑEZ DE BALBOA + + Marqués Aluche - Acacias (Embajadores) SE3 de Vadillo Palos de ALONSO Aviación Española la Frontera Pací co MARTÍNEZ Valdebernardo + Carabanchel - Aluche SE3 17 + + + www.metromadrid.es | www.crtm.es | www.emtmadrid.es Delicias Puente de GRAN VÍA Vicálvaro Aluche - Casa de Campo SE4 Cuatro36 Vientos121 131 Fanjul Méndez + + Trabajaremos sin descanso 24 horas, Aluche Oporto Vallecas Nueva + + + + 917 796 399 | 012 | @Linea5Metro Oporto Álvaro San Cipriano 7 días a la semana. Las Águilas Delicias CALLAO + + + + Eugenia de Montijo Vista Plaza Elíptica Vicálvaro Puerta de Arganda We will be working non-stop round the - Buenos Aires Carabanchel Alegre Planetario ÓPERA + + + + + clock, 7 days a week. Alternativas a las estaciones de Rubén Darío, Chueca y La Latina Opañel Legazpi Alto del Arenal Asamblea de Rivas-Urbanizaciones Alternatives for Rubén Darío, Chueca and La Latina stations ACACIAS Rivas Futura Río Madrid-Entrevías (EMBAJADORES)Miguel Hernández+ + PARADAS PRÓXIMAS · Nearby stations Doce de La Fortuna Octubre Vallecas Rubén Darío Gregorio Marañón y Alonso MartínezJoaquín Pan Bendito Santa Rivas Vaciamadrid El Pozo Sierra de Guadalupe Líneas Cercanías Chueca Tribunal, Gran Vía y Banco de EspañaVilumbrales Servicio especial autobús EMT Eugenia Urban bus special services Suburban rail Lines La Latina Tirso de Molina Obras línea 5 · Line 5 works SE Aumentará la capacidad de la línea y Línea C5 de Cercanías Líneas Metro de Madrid Aluche-Acacias (Embajadores) mejorará su fiabilidad y accesibilidad. Underground Lines It will increase the capacity of the line and improve its reliability and accessibility. www.crtm.es app Mi Transporte

In order to improve the operation and maintenance conditions of the line 8, as well as to ensure the adequate levels of regularity and safety so as to ensure service quality, consolidation works were carried out on the platform and repairs were made on the drainage channels, with an estimated budget of 20.5 million euros. The suspension affected 8 stations (the entire line) and 13.5 kilometres of the track length, and continued from the end of January until the middle of April.

On the other hand, to contribute to the technological evolution of the installations, rolling stock and exploitation systems, and in order to improve the quality and service provision conditions, the complete renovation of the line 5 signalling system, with a budget of 52.0 million euros, was carried out. At the same time, other actions were undertaken while taking advantage of this circumstance, such as the installation of the rigid catenary in the line, the implementation of TETRA radio-telephony and the modernisation of various stations. Therefore, during the months of July and August, the line use was completely suspended, affecting 32 stations and 23.5 kilometres of tunnel.

During the duration of the works, special bus services were established, at no additional cost to the metro users, in order to relieve the effects of said suspensions. The special services operated with schedules and frequencies depending on the period, hour range and type of day, similar to those used in the respective metro lines.

At the same time, complementary measures were undertaken, such as diverse reinforcement of the other public transport modes (metro, bus, Cercanias and suburban buses), thereby increasing the transport capacity and reducing waiting times.

With all of this, the special services attended to a volume of 1.5 million travellers during the suspension of line 8, with a daily demand of 22,000 travellers on weekdays. Similarly, during the line 5 works, a daily average of 114,000 travellers were attended, transporting a total volume of 6.3 million travellers. 562 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

c. Modification of the access rules of the suburban transport network The new Regulation of Travellers of Suburban Transport of the Community of Madrid, in effect as of May 2017, reforming the previous regulation from 1997, introduced a series of substantial improvements to benefit the sustainable mobility and universal accessibility of the system.

With this new regulation, bus access of individuals with reduced mobility was regulated, both when travelling with walkers, assuming that the vehicle occupancy permitted this, as well as when using motorised wheelchairs, scooter-type or similar, of electric propulsion and not exceeding weight limits, situated in the reserved and signalled space of the bus, and with the established safety elements.

As for access of bicycles to suburban transport buses, which until this time were to be stored in the holding section of the bus, assuming that the space vehicle permits, respecting and prioritising the rights of individuals with reduced mobility, they may be stored in the spaces reserved for the same.

Finally, the regulation has been adjusted so as to permit access to assistance dogs when accompanying passengers (Law 2/2015 of 10 March) as well as small domestic pets in suitable carriers, always assuming that they do not bother other travellers.

d. Special public transport devices As occurred during the previous year, the City Hall of Madrid activated protocols for special measures to be adopted during periods of high contamination due to nitrogen dioxide. This protocol establishes measures for the distinct contamination cases based on the concentration of NOx that are registered in the city, as well as the promotion of public transport, informative measures, parking prohibitions in the SER zones and the restriction of traffic within the area of the M-30 motorway.

These measures were placed into practice as a result of the activation of stage 2 on the 13th and 14th of October, between the 25th and 28th of said month, both included, between the 18th and 23rd of November, both included, and on the 7th of December. Therefore, the Madrid Regional Transport Consortium reinforced the service offer of the distinct public transport modes (metro, urban bus, suburban buses and Cercanias) in order to facilitate citizen mobility.

During the Christmas holiday period, as occurred in 2016, the City Hall of Madrid established a set of special measures in order to reduce the private motorised displacements and to improve pedestrian movement in the centre. For this, private traffic was closed off on the Gran Via and the Atocha and Mayor streets; at the same time, the Gran Via was partially pedestrianised.

Within this context, the Madrid Regional Transport Consortium established special measures of public transport to ensure access to the city centre, reinforcing the metro lines, EMT and Cercanias that covered this part of Madrid. STRATEGIC LINES · ANNUAL REPORT 2017 563 5.5 Universal accessibility During 2017, the CRTM has continued its activity to impulse quality accessible transport to permit mobility for all citizens. It has participated in very diverse forums and activities, such as the Course on Universal Accessibility and Design for all of the Community of Madrid, (road transport and railway) sessions on engineering and accessibility by the Ministry of Public Works and Transport, working groups on cognitive disability of the CEAPAT or other Technical Commissions of Accessibility of the Council for the Promotion of Accessibility and Suppression of Barriers of the Community of Madrid. Similarly, it has continued with its works to promote inclusive transport through the ongoing dedication of its work, producing diverse reports such as the monograph on scooters and their access to public transport, the distinct types of platforms for wheelchairs and prams in EMT buses or the informative video on the promotion of accessibility in public transport of the Community of Madrid.

The beaconing was completed for the indoor navigation with user options (including disabled options) in the Moncloa interchange, also proceeding with the on-line video service (in real time) for deaf individuals in the public attention counter of the CRTM and there has been active participation in the European projects of Simon, In Life, City4Age and Cosmos, intended to improve accessibility conditions in diverse areas of interest (travel planning and navigation, assistance in EMT trips for those with cognitive and mobility disabilities, active ageing, etc.). These are very practical projects that are based on ICT technologies, Intelligent Transport Systems (ITS) and Big Data treatment within the framework of accessible mobility for the SmartCity. They include mobile device applications that can be subsequently adapted for implementation by the CRTM.

Likewise, there has been active collaboration in the Strategy of Attention to Dependency and the Elderly 2016-2021, in the Madrid Strategy for the Equality of Opportunities – Gender Impact, as well in the preparation of the Strategy of Attention to Individuals with Disabilities of the Community of Madrid 2017 – 2021 and the Strategic Plan of Sustainable Mobility of the Community of Madrid 2013 – 2025.

ACCESSIBILITY OF PUBLIC TRANSPORT MODES

Accessible stations of the Madrid Metro 63%

Number of in the Madrid Metro 511 elevators

Accessible stations of the light rail 100%

Accessible urban and suburban buses 100% 564 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 5.6 The environment

The CRTM continues to reveal its major commitment to the environment, serving as one of the main agents responsible for the implementation of measures that, regarding Madrid’s public transport, are included in the “Strategy of Air Quality and Climate Change of the Community of Madrid 2013 – 2020. Blue Plan+”.

Of these, and in application of the Modernisation Plan1 of the suburban buses of the Community of Madrid, during 2017, 217 VI vehicles were included in the fleet. These are of the latest generation in the area of atmospheric emissions, and they substitute models with less advanced technology, which are more contaminating.

With this renovation, over 96% of the fleet of road transport concessionaries offering regular suburban transport services in the Community of Madrid, comply with the levels established by Euro VI, Euro V or EEV regulations. Thus, the suburban Madrid fleet is the most modern of all of Spain in its category, having a vehicle park whose average age is less than 5 years, once again positioning Madrid as a top city in the area of environmental sustainability.

On the other hand, during 2017, 262 new Euro VI vehicles were incorporated in the bus fleet of the EMT, and 5 “zero emissions” units.

Similarly, the work of the CRTM as a member of the Department of Air Quality of the Environmental Council of the Commu-

nity of Madrid should be highlighted, creating the Protocol-action framework during periods of high NO2 contami- nation in the Community of Madrid, approved on 21 November 2017. Similarly, the CRTM actively participated in the

Operative Group that was responsible for applying the Protocol of measures to be adopted during episodes of high NO2 contamination in the city of Madrid, being responsible for promoting public transport actions.

Within the framework of the fight against climate change, the CRTM, based on data provided by operators working in the public transport system, has calculated the greenhouse gas emissions released to the atmosphere during 2017, as a result of the regional public transport system activity.

Thus, the CRTM helped provide knowledge of the impact of Madrid’s public transport on global warming and to the pro- motion of measures to reduce greenhouse gas emissions in the region, in line with the Strategy of Air Quality and Climate Change (Blue Plan+) of the Community of Madrid.

This calculation has been obtained from the Carbon Footprint Organisation of each of the operators that make up the CRTM (Madrid Metro, light rail, EMT of Madrid, suburban and urban road transport concessions of other municipalities and interchanges), including the direct and indirect greenhouse gas emissions associated with the consumption of fossil fuels, fluorinated gases and electricity, both in fixed installations (offices, garages, workshops, etc.) as well as in vehicles offering service in the regular public transport system of the region.

For its creation, the guidelines of the “Guide for the calculation of the carbon footprint and for the creation of an organisational improvement plan” published by the Spanish Office of Climate Change have been followed. Emission factors demanded for the registration of organisations in the Registry of the Carbon Footprint, compensation and absorp- tion projects created in Royal Decree 163/2014 of 14 March were used.

The carbon footprint obtained has increased to 576,147 tons of CO2 eq., of which, 67% corresponds to emissions produced from the roadway modes (urban and suburban buses) and 32% from railway mode emissions (Madrid Metro and light rail).

1 Plan of Modernisation of Regular Permanent Public Transport of General Use Road transport Travellers STRATEGIC LINES · ANNUAL REPORT 2017 565 It is estimated that with the functioning of the public transport system of the Community of Madrid, in 2017, more than

1 million tons of CO2 eq. emissions were avoided, which would have been generated from displacements made in private vehicles.

In this way, the role of public transport in the fight against climate change is highlighted, being the most sustainable option for those displacements made using motorised means.

CHARACTERISATION OF THE TRANSPORT FLEETS By emissions regulation (EU Directives) Euro VI Euro V/EEV Euro IV Euro III Zero emisions TOTAL Urban buses Madrid (EMT) 305 1.215 374 108 23 2,025 CRTM road transport concessions 782 978 54 10 0 1,824

By fuel type Natural Gas/ Diesel Natural Gas diesel Hybrid Electric TOTAL Urban buses Madrid (EMT) 928 1,019 3 52 23 2,025 CRTM road transport concessions 1,353 217 0 254 0 1,824 566 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 5.7 Quality of Service

Over recent years, the Regional Consortium of Transport, aware of the importance of the assessment of its services in order to improve its activity, has expanded the control and oversight processes of the distinct operating contracts, supplies and services of the administration with transport operators and providers. This action includes the creation of quality indicators according to the objectives established contractually with each of them.

Along this line, and within the framework of the PEIM (Strategic Plan of Innovation and Modernisation of the Public Management of the Community of Madrid), one of the most important activities carried out during 2017 was the revision and creation of methodological documents to accompany the Quality Plan for regular and permanent transport services for general use road transport travellers in the Community of Madrid.

The implementation of follow up and the control of service was carried out via external contracts and through works executed by the inspection team of the organism which, throughout 2017, has carried out over 6,600 service inspections. The service inspection affects not only the activity of the transport operators, but also includes the internal supervision of the existing services and the new services provided by the organisation during this year.

Under this same scope, it is necessary to consider the user perspective in order to determine the suitability of the services that are provided, in line with their expectations. With this in mind, this year, the number of user perception studies for the network set has increased, to offer a more global view of this suitability. Similarly, the network of Management Offices of the Public Transport Card managed by this organism has been provided with a series of ongoing follow up tools to determine user satisfaction with the services provided and the conditions of the provision of the same. STRATEGIC LINES · ANNUAL REPORT 2017 567 5.8 The studies The studies and projects carried out by the CRTM offer responses to the functions and objectives of the distinct areas of activity of this organism in the development of its competencies. a. Studies of restructuring of the EMT bus network in the peripheral districts of the south, north and centre of Madrid The EMT bus lines that serve the Madrid municipality have been the subject of successive actions (creation of lines, extensions, modification of provisions) in order to adapt the service offer to the existing demand and to the new mobility needs of the Madrid districts.

These studies help in the analysis of the current mobility situation of Madrid, focusing on the main needs and deficiencies, proposing alternatives and analysing its suitability over time. The distinct action alternatives were subject to assessment, selecting a network proposal for the 3 study zones according to the distinct criteria of accessibility, functionality, connectivity and cost. b. Occupancy on weekday peak hour in the EMT network of Madrid (2017) This work, carried out every year, intends to determine the demand transported by the distinct EMT lines during peak hour, contrasting the offer that is actually implemented in said lines and determining the level of occupancy of the EMT lines during the analysed periods. The information shall be analysed in order to reprogram the service offer of the different EMT lines, so as to adjust them to the real needs of their users. c. Study of spatial characterisation of the Renfe-Cercanias demand in 2016 and 2017 This study represents the research’s continuity, on a three-year basis, carried out in order to determine the average path of the trips made using the distinct types of travel passes in the Renfe Cercanias network, and therefore, the number of crowns passed and the fare paid for these trips.

As additional products, this study also obtains the demand and the transfers of the main transfer stations, the origin- destination matrix of the set of displacements in the network for each ticket type, the use of the Cercanias network over weekends, and finally, the demand in terms of district/municipality.

The fieldwork, consisting of the realization of 160,000 surveys, equivalent to a sampling rate of 19% of the stages, was carried out in March of 2017, therefore, for the effects of sample increase and the obtaining of results, two elevations were carried out, one for 2016 and the other for 2017, thereby containing the latest update in chronological terms of the Cercanias demand. d. Studies of assessment of service quality In 2017, more than 30,000 surveys were completed by users of the public transport network of the Community of Madrid, in order to determine their service satisfaction. The overall results indicate that the service complies with the user expectations with an average value for the network set of 7.3 points out of 10. Certain aspects tended to exceed this average score for most of the transport modes, such as comfort, safety and accessibility of the distinct services. However, users tended to have greater expectations regarding the service offering and this is where the network suitability was found to be less ideal.

An assessment was also carried out on the attention received in the Public Transport Card Management Offices. More than 107,000 users assessed the service and 88% considered it to be satisfactory. 568 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

e. Study of verification of the indicators established in the Quality Plan of suburban transport Follow up and control of the Quality Plan are based on information sources from a variety of areas, most of which are the systematic registers of service operation and inspection of the organism, whereas other studied elements require the use of specific studies. Specifically, this year studies have been conducted to verify the telephone attention services of network concessionaries, training of drivers for user attention and the functioning of dynamic traveller information points.

f. Technical-legal study on adaptations to be made within the applicable regulatory framework on underground installations in which the entry of gas vehicles is anticipated This study has two main objectives: 4The needed modification of current regulations and/or development of new regulations including the regulatory frame- work to establish the technical demands of underground interchanges that guarantee safe use of buses using said propulsion system. 4With this regulatory framework as a foundation, identification for each of the five underground interchanges of Madrid, of the technical demands to be implemented for compliance with said regulation in terms of safe access and stay of buses that use natural gas propulsion.

g. Study of characterisation and use of park and ride lots of the Community of Madrid This study has the objective of obtaining detailed knowledge of the park and ride lots of the Community of Madrid, in order to create an information base and to have the needed diagnostics for the design of a general policy for these types of parking lots. The main objective is based on the following goals: 4To determine the characteristics of the current park and ride network with regards to location and accessibility conditions 4To determine their current offer and demand conditions 4To determine the user profile of the park and ride lots (basic characteristics, reason for trip and reasons for use), as well as user installation evaluations and potential improvements

This study has included a detailed analysis of 75 stations having park and ride lots, with an overall offer of 31,700 parking spaces for the daily use by 38,000 vehicles, having carried out a complete survey of over 10,000 users. STRATEGIC LINES · ANNUAL REPORT 2017 569 5.9 The European projects The CRTM participates intensely in a number of European projects that are directed to technological research and devel- opment in the area of transport and mobility, strengthening cooperation and the exchange of experiences with its European counterparts.

SIMON (2014-2017) IN LIFE (2015-2018) City4Age (2015-2018) The project provides specific This project provides This project offers elderly solutions in the multi-modal trips technological solutions intended individuals and those with motor, for elderly individuals and those for individuals with cognitive cognitive and other difficulties with reduced mobility, creating difficulties in order to assist assistance with their social a foundation for the planning of their everyday tasks, such as relations, using services based on accessible travel. mobility in public transport. ICT tools that are adapted for their easy use in the city. www.simon-project.eu www.inlife-project.eu www.city4ageproject.eu

EBSF-2 (2015-2018) OASIS (2016-2018) CIVITAS ECCENTRIC (2016-2020) The European Bus System of This project is based on the the Future project advances opening and reuse of data in the The objective is to demonstrate solutions for buses in the future, area of public services, both that and show the potential, viability highlighting innovations for offered by local entities as well and replicability of integrated the reduction of fuel use and as that of the public transport and inclusive urban planning improving energy efficiency, as sector, thereby favouring the approaches, innovative policies well as the search for increased creation of applications to and emerging technology, that user comfort. improve user information. improves sustainable mobility in the periphery of the city and www.ebsf2.eu https://oasis.team/ that favours urban logistics that are clean, silent and free of CO2, thereby improving the quality of life of citizens. http://www.civitas.eu/ eccentric 70 1

More than 6.8 million visits to the “Mi transporte” application 71 1

6Citizen relations

The CRTM gives great importance to the information offered to the users on actions carried out by the organism, not only to get to know new services available to them, but also to gain knowledge of our management and lines of action. Some good examples of this are the institutional web of the CTRM, the real time apps and the Public Transport Card balance consultation, the Open Data portal or the “Pide tu Bus” project.

In addition, the CRTM has a firm commitment to public transport user services and has defined a policy of customer attention having the main goal of facilitating citizen access to the Public Transport Card and the services and information related to the same, as well as response to complaints and requests.

Corporate Social Responsibility and the initiatives that it includes (Club of Friends of Public Transport, web Ventex20, agreements with non-profit organisations, etc.) make the client’s travel experience notably improve the perception of the Madrid transport system. 672 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 6.1 User information a. The www.crtm.es website The CRTM website is the best source of information on the public transport system of the Community of Madrid, thanks to the ongoing updating of its content (modification of the services, novelties in the design of the transport network, plans and publications, etc.). This is seen in the visits that are received by the website, over 8.5 million visitors during 2017.

This year, the usability of the content related to the publication of fares and the improvement of widget tools where it is possible to check real time information on the public transport lines and stops have been revised using an interactive map. This module may be reused and can be integrated in other web pages of the city halls, transport operators, etc., thereby helping users to optimise their displacements.

All of the information on the Multi card has also been introduced, creating a specific section on information of “Tickets and fares”. All of this, along with an informative campaign on the end of the use of the magnetic ticket, which has forced the modification of the structure of said section in the web, differentiating between the Public Transport Card, Multi card and other cards.

TODOS TUS BILLETES EN UNA NUEVA TARJETA MULTITRANSPORTE, MULTIPERSONAL y MULTIDURADERA.

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To complement the campaign, a micro-site was set up, where it was possible to fill out a request for a new Multi card, to be sent to the user’s residence, at no cost to the citizen.

Furthermore, great efforts were made to provide information to the mass media on the most significant actions and novelties of this institution. For this, during 2017, the institutional webpage has published 152 press releases (100 in the ‘Press office’ and 52 in ‘Current news’) with their respective photographs.

b. The “Mi transporte” app “Mi Transporte” is the official mobile application of the CRTM that permits the obtaining of information in real time on the entire public transport system of the Community of Madrid. The application permits knowledge of the closest station or stop to the user, when the next service will pass, and other useful information. During 2017, it received over 145,000 downloads and over 6.8 million visits.

The integrated application of data from the 40 operator companies offering public transport services in the region allow for the real time knowledge of the schedules of metros, urban and suburban buses, Cercanias and light rail trains.

Thanks to this application, the user can obtain the times of passing by stop for all of the transport modes, in an integrated manner (during 2017 the number of consultations of this type of information increased by almost 2 million as compared to the previous year), seek the closest stops and be guided to the same using augmented reality technology, or know if there is a disturbance in the public transport system that may affect their trip, thanks to the warnings module. CITIZEN RELATIONS · ANNUAL REPORT 2017 673

In addition to information on public transport, “Mi Transporte” integrates other types of information of great use for users: location of the Madrid public bicycle bases (BiciMad), points of recharge for the Public Transport Card, tourism points, park and ride lots in public transport stations, green routes for cyclists, etc.

The app offers users information in real time on over 700 lines of all transport modes, the exact situation and schedules of over 5,000 vehicles that offer daily service in the Madrid public transport system, with it being possible to check the next services of over 13,000 stops of all transport modes (EMT, Metro, light rail, Cercanias and suburban buses), and filters this information to make it simple, attractive and intuitive for regular users and tourists. The version, therefore, offers an English and Spanish version, and offers information of interest to tourists, such as the location of museums and tourism offices, among other information. c. The balance check app The CRTM launched the first version of the application for smartphones “Tarjeta Transporte Publico” which permits knowledge of the balance of the card by introducing its number, or by reading of the same with the mobile telephone, through NFC technology. In addition, thanks to an interactive plan, the user can also locate the nearest Management Office and points of recharge.

This application is of great use for users, as seen by the more than 100,000 individuals that had it installed in 2017.

In order to charge the contactless transport cards through the mobile phone, a pilot test was conducted over the summer months in order to verify the functioning of the preliminary version of this app.

The resulting conclusions have allowed for the perfection of the functioning and offerings of the application, directed at its upcoming production.

Nueva App de la tarjeta transporte público para conocer tu saldo y los puntos de recarga más cercanos 674 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID d. The Open Data portal In order to disseminate information of the public transport system of the Community of Madrid, the Madrid Regional Transport Consortium is taking on an innovative project of great complexity, consisting of the integration and homogenisation of transport data from all of the companies operating in said public transport system.

With this clear objective, an open data strategy has been established, within which licenses of use have been created and establishing reusable data sets that are regulated by said licenses. Data sets that, due to their heterogeneity, have led to the creation of a data model that is capable of characterising the reality of the public transport system, the “Madrid standard”, representing the mobility in a clear and simple manner, in all transport modes found in the Madrid region.

This is a pioneering initiative within the Community of Madrid, which has seen its fruits in the Open Data Platform of the CRTM, http://datos.crtm.es, and in the reuse of said information by companies, non-profit organisations, universities and all citizens, in general. This data, generated by the CRTM, is being used as raw material, offering added value and innovative products to citizens. Since its establishment in 2017, the portal has received 35 million requests.

e. “Pide Tu Bus” “Pide Tu Bus” (Request Your Bus) is the first service of “on demand stops” of buses, via smartphones of the Community of Madrid. Installed in a municipal stop in , over 2017, its third year of functioning, it has received almost 5,500 requests for service.

Users of “Pide Tu Bus” inform the buses that they are waiting in the stop, so that they will be picked up. To do so, they may scan a QR code or send an SMS message that will alert the driver of the bus that they need to stop at this point, at the same time, informing the users of the waiting time for the next service.

In addition to the 20 daily services of the line 641 (Valdemorillo – Moncloa) that this stop makes, there are 25 stops of the line 642 (Colmenar de Arroyo – Madrid) significantly increasing the transport offer for users of this area.

PideTuBus En esta parada, la línea 642 sólo opera bajo demanda. Si quieres que el próximo autobús se desvíe y pase por esta parada:

www.crtm.es Escanea el código y PideTuBus o envía un SMS: Para conocer los próximos servicios, envía: 19347 al 674 324 883

Si quieres que la línea 642 se desvíe y pase por esta parada envía: 19347-642 al 674 324 883

667 CITIZEN RELATIONS · ANNUAL REPORT 2017 675

f. Traveller Information Points (PIV) The real time information panels are another great technological advance of the CRTM.

Known as Traveller Points of Information (PIV), these panels are placed in the bus stops, offering real time information regarding the arrival of the next bus to this stop, as well as possible incidents or other information of interest to the travellers.

This year, this type of panels has been installed in 46 suburban bus shelters located in distinct Madrid municipalities, reaching a total of 424 points of real time information (corresponding to 517 screens) installed by the end of 2017. In the case of the EMT network, the number of panels available is 461, of which 155 have operating Wi-Fi. On the other hand, in 586 EMT buses, new technological devices have been installed that includes the renewal of the user information systems on the buses. g. Transport maps The CRTM developed the Program of Informative Transport Publications (PPIT) in compliance with one of its basic functions, “user information” “Art. 2(2.j) of the Law of Creation of the CRTM). During 2017, the following informative transport publications have been edited:

Series 3. Madrid Transport Map During 2017, this plan was updated to a 1: 20,000 scale, in PDF version for the CRTM website.

Series 4. Transport Map of the Community of Madrid In 2017, this publication was updated in PDF version for the CRTM website, both in its front page 1: 50,000 scale as well as its reverse side 1: 200,000 scale, including updated information from transport operators. 676 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID Series 5. Transport Maps of the Diverse updates were made of the maps of distinct districts, with special details in the centre district.

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4Map of the circuit and accessibility options for the Women Race 2017 (web version)

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BILLETE TURÍSTICO TURÍSTICO BILLETE

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system (new cards) and 72% were related to post-salesMontepríncipe management services.

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ZONA

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Cuatro Caminos Cuatro

SIMBOLOGÍA SIMBOLOGÍA

Key -

Las Rosas Las Puerto de Navacerrada de Puerto

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The Management Offices of Sol attended to the largest number of users during 2017, with 141,518, followed by the

Aeropuerto T4 with 118,765, Atocha Renfe with 103,584 and Moncloa with 90,005 users. MAPOMA2017-Folleto3.qxp_Maquetación 1 30/3/17 20:02 Página 1 Página 20:02 30/3/17 1 MAPOMA2017-Folleto3.qxp_Maquetación 678 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

b. The www.tarjetatransportepublico.crtm.es website Through this website, 429,591 users were attended to, of which 65% requested a prior appointment and 21% requested a Public Transport Card. The remaining 14% of the requests were related to information services and the resolution of incidents via email: [email protected]

c. Telephone customer service During 2017, via 012, a total of 211,108 calls were received in relation to the public transport system of the Community of Madrid, with an average waiting time of 29 seconds and an average time of assistance of 4 minutes. This service works in coordination with the CRTM to offer responses to the information needs of the users of transport services of the Community of Madrid.

Through this channel, information is provided to users and complaints are registered. However, the most frequently requested service is the request for a prior appointment at the Management Offices. This service was the cause of 146,319 calls, which in addition to the telematics channel, means a total of 425,481 prior appointment requests with an average time for the obtaining of said appointments of 1.4 days.

6.3 Complaints The transport system of the Community of Madrid registered 53,009 complaints during 2017, 2.6% less than the previous year (54,415). The ratio of claims per million travellers is 35.3. These figures group together the complaints received via the distinct channels available to the user: web and CRTM offices, complaint books and offices of the distinct public transport operators, 012, the general system of suggestions and complaints of the Community of Madrid (SUQUE) and other organisms through their respective registers.

CAUSE OF THE COMPLAINTS DISTRIBUTION BY MODES Suburban buses Suburban buses Non-compliance with Others CRTM Others Non-compliance schedules and withperiods 24.1% CRTM schedules and periods 14.8% 24.1% Interchanges 50% 15% Attention received 14.8%2.8% 15% InterchangesUrban bus 50% 8% Attention received 2.8%2.3% municipalites 1.8% Urban bus 8% 2.3% Othersmunicipalites 7% Economic payment 25.5% 1.8% Others 7%7% Economic payment 25.5% 28.5% 4%7% 28.5% 4%4%4% Card incidents Metro 4%4% de Madrid FrequencyCard incidents of service EMT Metro de Madrid PointFrequency of sale functioning of service EMT Not makingPoint of a sale stop functioning Not making a stop CITIZEN RELATIONS · ANNUAL REPORT 2017 679 6.4 Corporate social responsibility During recent years, the Transport Consortium has been continually aware of its sustainable, economic, social and environmental development contribution, making Corporate Social Responsibility (CSR) one of its strategic factors, considering the demand by society to engage in ethical behaviour based on transparency.

The CRTM is a socially responsible institution that has interiorised the idea of minimising its negative impact on the social environment, reinforced by a relationship of ongoing cooperation with all interest groups, city halls, operators, private companies and employees.

On the one hand, many non-profit organisations have contacted the Transport Consortium, with the understanding that this institution may offer them the opportunity to disseminate their corporate values, including Aldeas Infantiles, the Fundacion Española del Corazon, the Cruz Roja Española, the Fundacion Real Madrid, the Fundacion Excelentia, the Women Race, the Diabetes Race, etc.

On the other hand, within the framework of the European Week of Mobility 2017, the Regional Transport Consortium collaborated in the II University Gymkhana for Sustainable Mobility organised by public universities of Madrid and the UNED. The objective of this activity, in line with the objectives of the CRTM, is to highlight the consequences of everyday mobility on the environment and its urban surroundings, promoting public transportation and the use of bicycles as well as healthy lifestyles.

The CRTM continued to work on the renewal of the urban and suburban bus fleets, making ongoing improvements in their accessibility and promoting alternatives in mobility with the promotion of intermodality, bicycles and public transport.

The consolidation of the Young Travel Pass with a fare of 20€ is now consolidated, with over 1,000,000 youth enjoying the benefits of this measure, with considerable economic repercussions for Madrid’s families.

Finally, it is remarkable the commitment of the CRTM with society in events of great public attendance, planning, designing and restructuring the transport systems in favour of improved citizen mobility, and promoting the use of public transport to their benefit.

Clearly, the CRTM is aware of the fact that citizens demand institutions with awareness, commitment, transparency and sustainability, and this is the objective of our activity. 680 CONSORCIO REGIONAL DE TRANSPORTES DE MADRID

6.5 The Public Transport Friends Club The evolution of the Friends Club over recent years has consolidated this communication platform between the Madrid Transport Consortium and Madrid’s society as an effective communication channel, offering advantages and discounts on multiple events, cultural, musical, sporting and leisure activities.

Users of public transport have been able to enjoy a varied offering during 2017, including movie premieres, concerts of the Film Symphony Orchestra and Fundacion Excelentia, as well as the Night of Cadena 100, and the concert “Por Ellas” held in the Winzink Center of Madrid. The premiere of the Cirque del Sol show “Totem”, the Mayumana show, the DCODE festival and the Noches del Botanico are of special mention, as are the distinct proposals of the Teatro Real such as the Opera Week, among others.

In the area of sports, the Mutua Madrid Open, the Corazon Classic Match, the Women Race, the Diabetes Race and the Papa Noel Race are already classics in the Friends Club, due to their popularity and social commitment.

We should also mention the link between the Parque Warner and the Friends Club over recent years, offering a 50% discount to all users having a Public Transport Card with their Travel Pass and also giving away entry tickets year round, to be raffled off amongst members of the Club.

All of these promotions are published in the www.clubdeamigos.crtm.es website, which during 2017, was visited by over 110,000 users, an increase of 20% from the previous year. CITIZEN RELATIONS · ANNUAL REPORT 2017 681 6.6 The “Vente x 20” campaign In its second anniversary, the implementation and consolidation of the Young Travel Pass has reinforced this communication channel with the young users of Madrid, a positive measure having a major social impact on families.

Many promotions are offered to young users in Madrid through the monthly newsletter, reinforcing the satisfaction of the young users of Madrid’s public transport system.

Promotions carried out are diverse and include many shows and theatre productions (such as “Las Noches de El Club de la Comedia”, “Mayumana”, “Espinete no existe” and “El Brujo”), sporting events (Real Madrid or el Estudiantes basketball games, the Harlem Globetrotters exhibitions, soccer with or tennis at the Mutua Madrid Open) and cultural events (Escher exhibition, Japan Weekend or Cultura Inquieta). It is important to note that for the second anniversary of the Young Travel Pass, a special action was carried out, a “Zombie Survival special edition Metro de Madrid”, in which 2,500 people participated.

All of these promotions are disseminated through the website www.ventex20.com and the social networks of the Metro de Madrid, reaching more than 43,000 individuals in the over 160 promotions that have been carried out throughout the year. The web page has received more than 157,000 visits during the same period. 82 1

37 visits from national and international delegations 83 1

7Institutional Relations

The CRTM experience and the integrated model of transport system of the Community of Madrid has turned this organism into a valuable member of the most noteworthy associations of the sector.

These include the International Union of Public Transport (UITP), which brings together some of the main operators, industry representatives and public transport authorities from across the globe; the Association of European Metropolitan Transport Authorities (EMTA), a forum for the exchange of information and experiences by the main European public transport authorities; or the Metropolitan Mobility Observatory (OMM), which includes the main authorities from the sector of the main Spanish cities. Similarly, the quality of the services provided throughout its 30 years of history have given this organism great attractiveness for many experts delegations in the area of mobility and public transport, who are interested in knowing the model developed by the CRTM and its management system. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 784 7.1 International presence The CRTM is present in some of the most important associations of the sector:

UITP (International Association of Public Transport) The UITP is an association that promotes the exchange of knowledge and experiences between distinct agents of the public transport sector at a European and global level, being the leading association in the sector.

The CRTM participates in distinct committees and commissions of this association, such as the Transport Authorities, and is also a member of the Executive Committee. This active presence has allowed the CRTM to have relevance on a European and global level.

EMTA (European Metropolitan Transport Authorities) 2016 DATA

12 th edition The CRTM holds the position of Treasurer of the EMTA, and Foreword by Ruud van der Ploeg, EMTA Secretary general

For over a decade the EMTA Barometer since its creation in 1998, it has actively participated in collates figures from main cities and their functional transport conurbations of members networks. Parameters are meetings, forums and working groups of this association, in widely diverse, covering demographic, socio-economic, infrastructural and fi- nancial data. Almost 60 units to support the quantitative outline of members’ addition to being a responsible member of the realization of performance in cities and the adhering network areas. Consistent monitoring of indicators by members is increas- the Barometer of Public Transport in the European Metropolitan Areas. ingly challenging, in particular where the organizational span of a member changes. In (Piemonte), Bohemia (Prague region) and the (Rotterdam/The Hague) the scope of ju- risdiction was scaled up, making a Upon completion of this barometer’s 12th checking. Still, to uphold and improve well-certified comparison with preced- release, this awareness has particularly data quality pursuance of a better cus- ing figures impractical. pervaded my view on the consolidation tomized, digital method to collect In 2017, two meetings were held by the General Assembly. The first, in June in Helsinki phase. It collates outcomes from 25 seems inevitable. EMTA will keep push- Stakeholders wish to compare data members from 16 European countries. It ing for unambiguous data, that creates from longitudinal studies or make ex- dates back 12 months or more offering a a level of harmonisation and enables trapolations. It underpins the need for compelling representation of what cities computing to produce valid compar- harnessing data that is suited for com- () and the second in Manchester (). and regions are marked by, in terms of isons, bilateral or comprehensive. puting and correct validation. Validation mobility and transport performance. of data requires alertness: data quality The Barometer remains unique: is un- can be readily compromised if we fail Methods used to collect all input paralleled as public transport compara- to consistently review the definitions strongly vary. As such no reason for tor. Nevertheless, our ambition has to and collection methods from which it scrutiny albeit that collating is done re- be to continue improving the quality of originates. sponsibly by calibration and cross- data input.

1

Metropolitan Mobility Observatory (OMM) The Metropolitan Mobility Observatory (OMM) is an initiative of analysis and reflection created by the Public Transport Authorities (ATP) of the main Spanish metropolitan areas, the Ministry of Agriculture,

OBSERVATORIO de la Movilidad Metropolitana Food and Environment, the Ministry of Public Works and Transport, the Ministry of Industry (through the Institute for Diversification and Energy Saving) and the Ministry of the Interior (through the DGT), with the goal of reflecting on the contribution of public transport to the improved quality of life and sustainable development of the cities.

The OMM publishes an annual report in which it analyses mobility in the participating metropolitan areas, which is presented in technical sessions where aspects related to sustainable mobility are also debated.

Since the implementation of this initiative, the presence of the CRTM in its annual meetings has been a constant. In 2017, the organism participated in the XIV Technical Session of the OMM, titled “Menos es MaaS” (Less is More), held in (Spain) on the 23rd of June. INSTITUTIONAL RELATIONS · ANNUAL REPORT 2017 785 International visits and advising The experience of the CRTM and the integrated system of public transport management of the Community of Madrid attract numerous delegations, interested in knowing the methodology used for planning and creation of the regional infrastructures and the integrated management system of public transport of Madrid. Specifically, in 2017, the CRTM, CITRAM and interchanges received 37 visits from across the globe.

The countries that have demonstrated an interest in the Madrid public transport system come from diverse locations. During this year, the CRTM received delegations of experts and researchers from the following regions and countries: Argentina, Australia, South Korea, Colombia, Costa Rica, Chile, Spain, the US, , Guatemala, Ireland, Israel, Mexico, Mozambique, , , , , Uganda, the and Uruguay.

The Public Transport System of the Community of Madrid, a world reference Visits from country delegations during 2017

España Noruega 7, 8 February 5 September 19 April 18, 25 May Unión Europea 14, 29 June 9 May, 5 June 4 July 17, 21, 22, 23 Ucrania November 25 October 1 December

Francia 30 March

Irlanda 26 October

Portugal 25 April

EEUU México 21 December 27 April Corea del Sur Guatemala Israel 5 April, 26 May 21 April Costa Rica 9 October 8 February Colombia Uganda 7 March 22 May 30 October 31 January

Paraguay Mozambique 9 October 28 February Australia Uruguay 28 November 27 October Chile 23 June Argentina 25 April The CRTM is a member of the international organisms UITP and EMTA. CONSORCIO REGIONAL DE TRANSPORTES DE MADRID 786 7.2 Recognitions of the Madrid Regional Transport Consortium In March of 2017, the CRTM received the award “@asLAN for digital transformation projects in public administrations and organisms” for the BIT project (Intelligent Transport Ticket), which has permitted the implementation of the contactless intelligent card. This project was a challenge given the complexity of the system and the need for recollection, processing and exploitation of data from diverse networks of ticket sales and a volume of validations that would grow on an exponential basis, coming from over 40 transport operators of the region. Of the benefits of the implementation of the card, there is the increased flexibility of the fare system, the improved sales network in a 24 x 7 environment, greater safety and control against fraud, and the obtaining of additional information and data to exploit and increase knowledge of the use of the transport system of the Community of Madrid, as well as to improve the planning of infrastructures and transport services.

The Regional Transport Consortium also received the award for “Best public service action” from the Association of Road, Canal and Port Engineers of Madrid, for the implementation of the new contactless ticket technology in the integrated transport system of the Community of Madrid. This award valued the great efforts made by this institution in offering the most forefront technology to the users of the public transport system, both due to the coordination with transport operators and the region’s city halls, as well as the multi-disciplinary team that participated and given the short implementation period of the new technology.

The Association of Traffic Engineers and Mobility Technicians grant the “Female and Traffic Management” awards to those women who work intensely to improve traffic and mobility in Spain from administrative areas, universities or private companies. Three female workers of the CRTM have received this award: Elena Tarruella (2015, Head of Suburban Buses Department), Berta Nieto (2016, Lead Technician of Suburban Buses Department) and Carmen Sanz (2017, Head of the Commercial Department). These awards recognise a high level of commitment and professionalism of the organism’s workers with mobility management, offering quality public transport service in the Community of Madrid. Desde el 1 de noviembre ¡¡¡ADIÓS AL BILLETE TRADICIONAL!!!

A PARTIR DE AHORA TUS TÍTULOS DE TRANSPORTE EN LAS TARJETAS SIN CONTACTO:

TARJETA PERSONAL TARJETA MULTI

Desde el 1 de noviembre no se venderán más billetes magnéticos (Sencillos Metro/Metro Ligero, Metrobús, 10 viajes de Metro/Metro Ligero y Bonobús interurbanos) Si todavía tienes en tu poder billetes magnéticos podrás usarlos hasta el 31 de diciembre de 2017. No habrá canje ni reintegro de los viajes no consumidos

infórmate: www.crtm.es Plaza del Descubridor Diego de Ordás, 3 28003 Madrid [email protected] www.crtm.es