Article 2.
Metro Bilbao customers have the following rights:
To select from among the different types of tickets that
appear on approved fare guides, in accordance with their prices and conditions.
To be transported with a ticket valid for travel, together
with hand-carried luggage and objects
whenever the said elements are not a hindrance or hazard
for other passengers, and accompanied
by guide dogs.
To decline to continue a trip in the event the service
is cancelled and to obtain, free of charge,
a Tariff 2 single ticket if travelling on a ticket valid
for a limited number of trips.
To be treated correctly by Metro Bilbao staff, and to have
them deal with any requests for
assistance and information.
To request the complaints book at any Station or Customer
Service Office, in which they may
freely set down any claim, complaint or suggestion concerned
with the services provided by
Metro Bilbao.
To transport accessories (bicycles, surf boards, pushchairs
and prams,…) free of charge, unless
forbidden by Metro Bilbao staff due to the large number
of people in the unit or it
inconveniencing the other passengers.
Artículo 4.
Both the trains and the installations to which the public have access - entrances and exits, 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 10.
Metro Bilbao employees must treat passengers correctly at all times and must diligently deal with their requests for assistance and information.
Article 18.
Passengers with reduced mobility shall have absolute priority when using the Metro Bilbao lifts.
Article 25.
All customers inside any Metro unit or beyond the ticket
stamping machines must be in possession
of a valid ticket. Tickets must be stamped on entering
the station: passengers may not board a
Metro unit without a validly stamped ticket.
Children aged below five who do not occupy a seat may travel
free of charge and without a ticket,
and shall be covered by compulsory passenger insurance
and civil liability insurance.
Article 29.
Anyone travelling without a valid ticket shall pay a surcharge
for the services that they have used
or sought to use.
Metro Bilbao shall file a complaint accordingly with the
Basque Government to request the opening
of proceedings for an administrative infringement, as provided
for in Article 91.1 c) of Act 39/2003
and Articles 90.3 and 97 of railway industry regulations
approved by Royal Decree 2387/2004
of December 30, which may result in a fine of up to 6000
euros.
Article 32.
The customers may not:
Eat and drink inside any Metro Bilbao facility, including
platforms and trains.
Smoke in underground stations and on board trains.
Article 33.
The customers may not:
Travel with animals of any type or size, except guide dogs
and dogs owned by the security services.
Article 34.
Customers may not take photographs or video images without
the proper authorisation, except when they are going to be used for private purpose and
never published. The verbal approval of the Metro Billbao station staff shall be required in that
case.
Anyone wishing to do so should request such authorisation
from the Communications and External Relationships Department, which will study the request
and decide whether or not to grant authorisation.
Article 35.
Customers must use Metro Bilbao installations appropriately,
and must not engage in vandalism or actions that may inconvenience other passengers. The
customer must behave responsibly and treat the Metro Bilbao staff and the other customers with
respect.
Therefore, skating and similar activities, and the use
music players or radios without headphones are forbidden.
The customers must stand on the right-hand side of the
escalators and hold on to the handrail.
Passengers must not sit, run or stand on the sides of the
escalators. Children under 5 must be accompanied by an adult.
Article 36.
Pursuant to Article 86, subsection 5 of the Ley del Sector
Ferroviario [“Railway Industry Act”] (Act 39/2003):
Employees of Metro Bilbao acting in the course of their
duties shall be considered as agents of authority for the purposes of holding liable anyone who
resists them, attacks them or disobeys them in word or deed.
Spanish Official Journal (BOE) nº 276 of November
18, 2003, p. 40554.
N.B.:
The personal data required by the Metro Bilbao staff to carry out their control and surveillance duties of the units and underground installations will be included in automated personal data files owned by Metro Bilbao and the Basque Government’s Department of Transport in order to process any possible penalties for breach of the rail transport regulations. Users have the right to access, rectify, oppose and cancel their personal data records. The said rights may be exercised by means of a written request to Metro Bilbao S.A. (Navarra 2, 48001 Bilbao) or to the Basque Government’s Department of Transport (Dirección de Transportes de la Viceconsejería de Transportes y Obras Públicas-Dpto Transportes y Obras Públicas C/ San Sebastián, 1, 01010, Vitoria – Gasteiz) in their respective spheres”.
