Metro De Madrid Strategy

Edit: Metro de Madrid S.A. www.metromadrid.es ANNUAL REPORT 2017 Key Data Supply and Demand Kilometres of network 293.91 Number of stations 301 Fleet in operation (cars) 2,341 Cars per km (million/year) 192.37 Total trips (million/year) 626.4 Economic data (€ million) Total revenues 982.94 Total expenditure 978.66 Investments 118.96 6 2017 Annual Report Table of contents Presentation .........................................................................................................................9 Presentation ........................................................................................................................................... 10 Presentation ........................................................................................................................................... 13 Metro de Madrid Governing Bodies ...................................................................................15 Organisational Structure .....................................................................................................18 Map of the Network Operated by Metro de Madrid, S.A. .................................................20 01 Introduction ....................................................................................................................23 02 Metro de Madrid Strategy ..............................................................................................27 Benchmarking and Presence in Specialised Forums ................................................................ 38 The Corporate Responsability Strategy ......................................................................................... 40 The Social Action Strategy ................................................................................................................ 42 03 Metro de Madrid in 2017 ...............................................................................................47 Network in Operation .......................................................................................................................... 48 Demand .................................................................................................................................................... 50 Supply ....................................................................................................................................................... 54 Fares .......................................................................................................................................................... 57 Sales by Ticket Type ............................................................................................................................. 59 Rolling Stock .......................................................................................................................................... 60 Equipment ............................................................................................................................................... 62 04 Investments in Fiscal Year 2017 ...................................................................................65 Actions on the Network ...................................................................................................................... 73 05 Human Resources ...........................................................................................................77 Staff ........................................................................................................................................................... 78 Labour Relations ................................................................................................................................... 79 Diversity and Equal Opportunities ................................................................................................. 80 Work-Life Balance ................................................................................................................................. 81 Occupational Health and Safety ...................................................................................................... 82 Training .................................................................................................................................................... 89 Internal Communications ................................................................................................................. 91 2017 Annual Report 7 06 Other Key Variables ........................................................................................................95 Quality and opinion surveys ............................................................................................................ 96 Customer Service ................................................................................................................................. 104 Environmental Management ............................................................................................................ 106 Security ..................................................................................................................................................... 110 Civil Protection ..................................................................................................................................... 111 Rail Safety ............................................................................................................................................... 114 IT Projects ................................................................................................................................................ 115 Procurement ........................................................................................................................................... 118 Purchasing ............................................................................................................................................... 120 Regulatory Compliance and Transparency .................................................................................. 120 European and National Funding for Investments to Promote Accessibility, the Environment, and R+D+I Projects ............................................................................................ 123 07 Brand, Media, Customer Services and Institutional Relations ...................................127 Brand ......................................................................................................................................................... 128 Media ........................................................................................................................................................ 132 Customer-Centred Services ............................................................................................................... 133 Institutional Affairs ............................................................................................................................. 135 Annex ........................................................................................................................................................ 138 Management Data ............................................................................................................................... 139 08 2017 Annual Accounts ...................................................................................................143 Balance Sheet ........................................................................................................................................ 144 Income Statment .................................................................................................................................. 146 Statement of Change in Equity for the Fiscal Years Ended 31 December 2017 and 2016 ................................................................................................................. 147 Cash Flow Statement for the Fiscal Years Ended 31 December 2017 And 2016 ........... 150 Notes to the Financial Statements ................................................................................................ 152 09 Auditor´s Opinion ...........................................................................................................237 Presentation 10 2017 Annual Report Presentation A key aspect of Metro Madrid in 2017 was undoubtedly while at the same time look to the future, as they related to the strategic target of recovering the demand. transform the underground system. This year, the Company has gone over the 600 M-user milestone for the first time since 2012. This means the This year’s modernisation of lines 5 and 8 within the biggest increase since 2000, i.e. 7.22%. scheduled time has translated into an increased level of safety, comfort and efficiency in the service provided Today, Metro Madrid is the most used transport method to users. by Madrilenians. The aim of integral renovation works of line 5 was to In addition, we commemorated the start of the works implement an advanced signalling system in the tunnel, by Compañía Metropolitano Alfonso XIII, the origins of stations and trains, which is already in use for other Metro Madrid. These works have been a turning point lines and has allowed for an increase in capacity. for the standards of living of both locals and visitors, as well as for growth in the region and the international For line 8, the railway line platform was replaced for repercussion as a public transport company. a

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