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Disruptions to transport due to demonstrations

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Quality policy

TMB is moving forward so you can get where you need to be easily and comfortably.

Increasing social complexity and its repercussions on mobility and sustainability in the Barcelona metropolitan area, and the need to respond to commitment undertaken with government agencies require TMB to improve continually its management and clear focus on citizens' needs and expectations.

At TMB we consider quality to be a tool that contributes to our addressing the main challenges defined in our mission statement and vision. 

Quality criteria

Quality at TMB is based on the following criteria:

  • Consideration of meeting the needs and expectations of the public as a priority objective.
  • Must add value to operations management and help manage resources effectively and efficiently, through the optimisation of resources.
  • Must have the involvement and commitment of management and the participation and motivation of all members of the organisation.
  • Must have inclusive vision of the company and a global vision of the service, involving suppliers in the improvement process.
  • Must be flexible to adapt to changes in environment, incorporating innovations and new technologies.

Quality commitment

In order to realise these principles, TMB undertakes, internally, to establish a quality management system based on the model defined in standards UNE-EN-ISO 9001 and UNE-EN-ISO 14001 that enables us to ensure provision of the service, optimising resources sustainably, efficiently and safely.

Externally, TMB commits to its customers and the general public in regard to the quality of the public transport service according to the model defined in standard UNE-EN 13816 on:

  • Service offered
  • Punctuality and regularity
  • Accessibility
  • Public information
  • Customer services
  • Comfort and safety
  • Respect for the environment and contribution to sustainable development

In this respect TMB defines levels of requirement and assigns the personnel and technical and economic resources necessary to achieve these aims.

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Terms and conditions of service and data protection:

The joint controllers of data processing are Transports de Barcelona, S.A., Ferrocarril Metropolità de Barcelona, S.A., and Projectes i Serveis de Mobilitat, S.A (hereinafter referred to jointly as TMB). You can contact the TMB Data Protection Officer with any queries you may have at the following email address dpd@tmb.cat

We process your personal data in order to offer services and benefits that improve your mobility experience with TMB. The reason we are authorized to process your data is that we have your consent and that we need them to execute our service provision contract. The data is kept for the duration of the contractual relationship and for a maximum of two years after the contract is terminated. In the main, we share your data with service providers within the EU and, where appropriate, with public administrations and authorities. You can exercise your right of access, rectification, objection, erasure and restriction of the personal data collected by TMB by sending an email to dades@tmb.cat

You can submit a complaint to APDCAT, using the Authority’s online office at https://seu.apd.cat/ or by non-electronic means. You can check additional information in the Privacy policy.

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Terms of Service

Terms and conditions of service and data protection:

The joint controllers of data processing are Transports de Barcelona, S.A., Ferrocarril Metropolità de Barcelona, S.A., and Projectes i Serveis de Mobilitat, S.A (hereinafter referred to jointly as TMB). You can contact the TMB Data Protection Officer with any queries you may have at the following email address dpd@tmb.cat

We process your personal data in order to offer services and benefits that improve your mobility experience with TMB. The reason we are authorized to process your data is that we have your consent and that we need them to execute our service provision contract. The data is kept for the duration of the contractual relationship and for a maximum of two years after the contract is terminated. In the main, we share your data with service providers within the EU and, where appropriate, with public administrations and authorities. You can exercise your right of access, rectification, objection, erasure and restriction of the personal data collected by TMB by sending an email to dades@tmb.cat

You can submit a complaint to APDCAT, using the Authority’s online office at https://seu.apd.cat/ or by non-electronic means. You can check additional information in the Privacy policy.

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