LIST OF SERVICES 2020-2021 Quality of service commitments between Euskotren and the users of line 3 of Metro Bilbao Jul.2020-rev.03 1. Vocation of Service 2. Our commitments to you Our 3. Participation, Complaints and Suggestions Our Fares Timetables 4. Where you can find us 5. Applicable regulations List of Services– Línea 3 Euskotren, the public transport operator of reference in the Basque Country, intends to grow substantially in the near future operating on the metric gauge lines owned by the Autonomous Community of the Basque Country, increasing frequencies, transporting more freight by rail and offering rail, funicular and other services. All this will be achieved seeking economic efficiency and sustainable management, contributing to the progress of society in general. The purpose of Euskotren is to operate the transport concessions that were transferred from the Central Public Administrations of Spain to the Autonomous Community of the Basque Country by virtue of Decree 2488/78 of 25 August. The business purpose of Euskotren, the trade name of the company adopted in 1996, primarily focuses on managing the rail and road transport of both passengers and goods within the territory of the Autonomous Community of the Basque Country. We are addressing the challenges of renovating and modernising public transport by undertaking a wide range of actions. Among others, actions aimed at facilitating and improving the sustainable mobility of citizens by prioritising the Safety and Quality of the Service within our scope of actions and responsibility. The results that are gradually being achieved can already be enjoyed by our customers and are highly valued. We regularly listen to our customers, try to understand their reasonable expectations, and implement the best solutions. Your help is our best guarantee and encouragement to continue improving Safety and the Quality of Service. Many thanks on behalf of Euskotren and of society in general for helping us improve the Quality of our Services. CEO List of Services– Línea 3 Our commitments to you: SERVICE OFFERED We are committed to the following: ❖ To adapt the frequency and capacity of trains to the current demand. • Monthly check of the No. of per./m2; our goal is that 90% of passengers will benefit by not exceeding 4 per./m2. ❖ Run all the scheduled services except in exceptional cases (information provided on displays in the stations). • Check the No. of services provided/total services month, our goal is to benefit 95% of users List of Services– Línea 3 Our commitments to you: ACCESSIBILITY We are committed to the following: ❖ Ensure 100% accessibility at our facilities and on our units. • Monitor the % of accessibility issues/month. ❖ Ensure that ticket vending and validation equipment is in optimum operating conditions. • Monitor availability/month against a > 95% target. List of Services– Línea 3 Our commitments to you: CUSTOMER INFORMATION -Regular Services- We are committed to the following: ❖ Ensure that 100% of stations have easy to understand and up-to- date information. • Monitor the number of complaints regarding incorrect or non- existent information; more than 2 complaints per month would be unacceptable. ❖ Ensure that 100% of trains have external and internal signs that are clearly visible. • Visual inspection of exterior and interior information. Our monthly target is that at least 90% of passengers will benefit. List of Services– Línea 3 Our commitments to you: CUSTOMER INFORMATION -Changes to the Services- We are committed to the following: ❖ Provide information on displays in the stations of any changes or unscheduled services at least 72 hours in advance and remove it after 48 hours. • Check the information provided at stations before and after the incident, with a view to benefiting at least 85% of passengers. • Check the number of complaints each month; it would be unacceptable to receive more than 2 complaints/month. List of Services– Línea 3 Our commitments to you: PUNCTUALITY We are committed to the following: ❖ At least 90 % of the services, in relation to the total number of services, will be provided on time. There will be no early departures. • Check the percentage of services provided on time against the total number of services, with a view to benefiting at least 85% of passengers. List of Services– Línea 3 Our commitments to you: CUSTOMER SERVICE (1/2) We are committed to the following: ❖ Respond to at least 95% of queries, complaints, suggestions and/or claims submitted through any of the information channels within 3 days *. • Check and track claim resolution times. ❖ Ensure remedial or compensation measures in the event of failures. • According to EC Regulation No. 1371/2007, art. 17, customers of “Euskotren trena” will be entitled to a new ticket when a service is cancelled or in the case of a delay exceeding 20 minutes. * If any technical analysis is required, the time limits set out in current legislation will be met List of Services– Línea 3 Our commitments to you: CUSTOMER SERVICE (2/2) ❖ Ensure the correct professional attention and assistance of our staff. • Achieve a minimum score of 6.5/10 in “overall perception” and 7/10 in “staff professionalism” in the satisfaction survey. ❖ Ensure that our staff is well trained and capable of providing information accurately and politely, as well as helping users within the scope of their responsibilities, when in person or over the intercom system. • Obtain a score of at least 7 out of 10 on “staff treatment” in the satisfaction survey. List of Services– Línea 3 Our commitments to you: COMFORT, CLEANLINESS, MAINTENANCE We are committed to the following: ❖ All our drivers will drive professionally to create a sense of safety and comfort. • Obtain a score of at least 7/10 in “comfort when travelling” in the satisfaction survey. ❖ We guarantee the correct cleaning and conservation of our units as well as a clean and well ventilated interior atmosphere, free from smells. • Obtain a score of at least 7/10 in “Cleanliness, aspect and comfort” in the satisfaction survey. List of Services– Línea 3 Our commitments to you: SAFETY We are committed to the following: ❖ All our customers must be protected by means of a regularly updated emergency plan. • Obtain a score of at least 7/10 in “Sense of safety” in the satisfaction survey. ❖ Ensure the maintenance of a control and monitoring system on trains to prevent conflicts. • Measure the % of issues affecting safety cameras; our target is that 90% of passengers will benefit their correct operation. List of Services– Línea 3 Our commitments to you: ENVIRONMENTAL IMPACT We are committed to the following: ❖ Generate the slightest possible impact on the environment by implementing management tools and tracking their results. ❖ Mitigate the impact of environmental noise by implementing technical measures when the trains are operating or in the depot. • The number of failures in rolling surface and flange lubrication/total number of trains/ month must not exceed 5 incidents per month. ❖ Optimise energy consumption through energy efficiency measures. • The target for units/passengers KW consumption per month will be ≤ 0.6 List of Services– Línea 3 Participation, Complaints and Suggestions Euskotren has a complaint and suggestion system in place by which you can submit your opinion on the services provided and on the commitments made in this charter. You may submit any complaints and suggestions via the “Suggestions and Scope for Improvement” option on our website http://www.euskotren.eus/, as well as through our App. Suggestions and Scope for Improvement Portal Rights and Obligations of Users CORRECTIVE MEASURES People travelling on a ticket with a limited number of trips shall be entitled to a free trip in all zones if the service is suspended, in accordance with EC Regulation 1371/2007, art 17. List of Services– Línea 3 Contact us Contact addresses: CSO BIZKAIA Customer Service Opening Hours By post: Zazpikaleak Station, at 2 San Nikolas Square: Euskotren; Plaza San Nikolas, 2 CP 48005 BILBAO Euskotren; Plaza Estación s/n CP 48370 GERNIKA Winter: Euskotren; Estación de Durango CP 48200 DURANGO Monday to Friday: 08:00 to 20:00. Saturdays and long weekends: 09:00 to 15:00 At Information Offices: (Saturdays after a public holiday, closed) Plaza San Nikolas, 2 CP 48005 BILBAO Summer (July and August): 08:00 to 15:00 (Monday to Friday). Plaza Estación s/n CP 48370 GERNIKA Estación de Durango CP 48200 DURANGO Gernika Station, at Plaza Parada. CUSTOMER Service Opening Hours: Telephone: 944 333 333 Winter: Or, approach our staff at any point on the railway network. From Monday to Friday (workdays): 08:00 to 20:00. Long Weekends (all year round): 09:00 to 15:00 Internet: http://www.euskotren.eus, download, fill in, and send the Customer Service Summer (July and August): From Monday to Fridays (workdays): 08:00 to 15:00. form to: [email protected], [email protected], [email protected] or by e- mail to the Public Information centres. Durango Station. Access all transparency and performance information at: Winter: From Monday to Friday (workdays): 08:00 to 20:00. https://gardentasuna.euskotren.eus/ Long Weekends (all year round): 09:00 to 15:00 Twitter @euskotrenejgv. Summer (July and August): From Monday to Friday (workdays): 08:00 to 15:00. Facebook.com /euskotrenejgv. Instagram.com / euskotrenejgv. List of Services– Línea 3 Applicable regulations ▪ Law 38/2015, of 29 September, on the railway sector. ▪ Regulation governing the railway sector. R.D. 2387/2004, of 30 December. ▪ Law 5/2003, of 15 December, on the Basque Transport Authority. ▪ Law 16/1987, of 30 July, on Land Transport Planning. ▪ Royal Decree 1211/90, of 28 September 1990, Regulations governing the Land Transport Planning Act. ▪ Decree 51/2013, of 3 April, on Regulations governing the Transport of Passengers in the Basque Country.