Article 2.
Metro Bilbao Customers are entitled to the following rights:
To select from among the different types of transport tickets that, in
accordance with their price and conditions, appear on approved fare guides.
To be transported with a valid travel ticket, together with objects or hand-luggage
carried, including guide dogs, whenever the said elements are not a hindrance
or hazard for other passengers.
To renounce, in the event the service is cancelled, to continue the trip
and to obtain, for free, a Single tariff 2 ticket, if travelling on a ticket
the validity of which is conditioned by a limited number of trips.
To be treated correctly by Metro Bilbao staff, who must deal with any requests
for assistance and information.
To request, at all Stations and Customer Service Offices, the complaints
book, where they may express with total freedom any claim, complaint or
suggestion on the services provided by Metro Bilbao.
Article 4.
Both the trains and the installations that the public have access to - external accesses, halls, stairs, platforms and other elements - must be kept in such a state as to allow their use in appropriate conditions of comfort, lighting, hygiene, order and safety.
Article 11.
Metro Bilbao employees will, at all times, treat passengers correctly and will attend their requests for assistance and information with kindness.
Article 21.
The fare chart in force, with prices and conditions of use for the different types of tickets, will be placed in the halls of all stations.
Article 22.
Customers will receive appropriate forewarning of any authorised modifications to fares due to changes in the price of tickets, or to their conditions of use. The forewarning period will never be less than 15 days.
Article 26.
All customers must be in possession of a valid ticket inside any metro unit or in the area beyond the validation machines. Before starting their trip, customers must have subjected their ticket to the relevant entrance control, without which it will not be valid.
Article 30.
Travellers without a valid transport ticket will be obliged to pay a 5,000
pesetas penalty for the service used or that may be used.
(Arts. 293 - 11 and 295 - 1b of Royal Decree 1.211/1990)
Smoking is not allowed in underground stations or in the trains. (Article
33).
Customers must abstain from eating and drinking inside any Metro Bilbao
installation, including platforms and trains. (Article 33).
Skating or similar activities are not allowed. (Article 34).
Customers must abstain from travelling with animals of any type or size,
except guide dogs and dogs that belong to the security services. (Article
34).
The use of non-personal music equipment is not allowed. (Article 34).
On escalators, customers must stand on the right.
Customers may not take photographs or video images without a relevant authorisation.
If you should wish to do so, please request the said permission from the
Communications and External Relationships Department, which will study your
request and, if relevant, provide authorisation. (Article 35).
Customers must use Metro Bilbao installations appropriately, avoiding vandalism
or actions that may inconvenience other passengers. (Article 36).
