FGC

FREQUENTLY ASKED QUESTIONS AT FGC

Travel cards are only replaced when they do not work because of a malfunction of the validation machines.

No replacement or compensation is available for:

  • Travel cards damaged by the user
  • Expired partially used travel cards
  • Current partially used travel cards
  • Loss or theft of a travel card (including non-transferable tickets)

As indicated on the travel cards, damaged, lost or stolen travel cards (including non-transferable cards) are not eligible for a replacement.

These conditions are set by the Metropolitan Transport Authority (ATM), which is responsible for the issuing of integrated tickets and travel cards. You can consult the conditions on the website www.atm.cat.

FGC tickets for the previous year expire on 28 February of the current year. Season tickets are valid until the expiry date indicated on them.

T-10, T-50/30, T-70/30, T-mes, T-mes FM/FN and T-dia travel cards acquired the previous year may be used until 28 February of the current year.

Three-month travel cards (T-trimestre, T-trimestre FM/FN, T-jove, T-jove FM/FN and T-70/90 FM/FN) purchased the previous year may be used up to 31 March of the current year.

Expired travel cards from the previous year, if they have not started to be used, may be replaced for the same type of travel card for the current year. In this case, the price difference with respect to current prices must be paid.

The deadline for exchanging such travel cards at passenger service centres of the transport operators is 30 June of the current year. At FGC, these centres are located at Pl. Catalunya and Pl. Espanya stations.

At FGC we have a strict procedure to ensure that all objects we find at stations or on trains are returned to the persons who have left them.

When an FGC employee finds or receives an object from a third party, they leave it at the customer service centres.

To find out whether a given object has been found, you can call the Customer Information telephone number 012 or ask at the Customer Service Centre (CAC) for the line where you lost the object.

  • For the Barcelona-Vallès line, the CAC is located at the Pl. Catalunya station concourse (carrer de Pelai/Bergara entrance).

Hours: from 8am to 8pm, Monday to Friday except public holidays

  • For the Llobregat-Anoia line, the CAC is located at Pl. Espanya station.

Hours: from 8am to 2pm and from 4pm to 6.30pm (Monday to Friday except public holidays)
August: from 9am to 2pm (Monday to Friday except public holidays)

If your property has been found, when you go to collect it you will be required to show proof of identity through your National Identity Document or equivalent document and provide a description of the item or submit sufficient evidence that you are the owner.

Travelling with animals is not permitted, except guide dogs, FGC security dogs and the pets specified in the conditions.

Pets can travel free of charge provided that train occupancy does not make it necessary to modify this condition and the requisites established in the regulations are met. Dogs must wear a muzzle and be kept on a lead at all times while they are on FGC premises. Small animals must travel inside baskets or cages, but may not occupy a seat under any circumstances.

Dogs considered potentially dangerous under Act 10/1999, of 30 July, may not be handled under any circumstances by children under the age of 16, either on trains or at stations (Official Journal of the Catalan Government number 2948, of 09/08/1999). In accordance with Decree 170/2002 and Royal Decree 287/2002, the handler must carry the licence and certificate of registration in the Municipal Register, the lead must be less than 2 metres in length and no more than one dog per person may be brought.

Users may take bicycles free of charge on all trains on all days. Depending on train occupancy, authorised FGC personnel may vary these conditions.

Invoices for the purchase of tickets or travel cards can be obtained at the customer service centres (CAC) at Pl. Catalunya and Pl. Espanya.

To obtain an invoice, the original used tickets or travel cards for which the invoice is being request must be submitted.

You must provide the following information: full name or company name, address, Tax Identification Number or Code and invoice description (total amount and type of ticket or travel card).

If you are unable to go to the corresponding CAC, you can request an invoice by post (carrer dels Vergós, 44 08017 Barcelona, for the attention of the Accounting department), enclosing the original used tickets/travel cards, together with a contact telephone number. You must indicate whether or not you need the tickets/travel cards to be returned to you. Once created, the invoice will also be sent to you by post.

For FGC tickets – i.e. not integrated ATM tickets—, an e-invoice can also be obtained. If the tickets are integrated tickets and you would like an e-invoice, you must contact ATM directly (www.atm.cat).

An e-invoice for FGC tickets must be requested specifically in writing from any of the CAC (you may send your request by post). The tax details must also be indicated and the original tickets must be enclosed. You will receive an e-mail from the Accounting department of FGC containing a link and a password so you can download the invoice, which will be saved in an FGC file.

The FGC pensioners’ travel card can only be obtained or renewed by persons recorded as residents in a municipal register in a municipality of the province of Barcelona.

An application form must be completed and handed in at any FGC station of the Barcelona-Vallès or Llobregat-Anoia lines together with the necessary documentation.

PENSIONERS’ TRAVEL CARD A

1. For people aged 65 years or older, with personal income* (pensions, benefits, other income, etc.) below the public multipurpose income indicator (IPREM).

2. For people under the age of 65 with a degree of disability of 33 % or more and with personal income* (pensions, benefits, other income, etc.) below the public multipurpose income indicator (IPREM).

PENSIONERS’ TRAVEL CARD PASS B

1. For people aged 65 years or older, with income over the public multipurpose income indicator (IPREM) but below double the IPREM.

2. For people under the age of 65 with a degree of disability of 33 % or more and with income over the public multipurpose income indicator (IPREM) but below double the IPREM.

Persons whose personal income is more than double the IPREM do not qualify for either of the FGC pensioners’ travel cards, even if they fulfil all the other requisites.

* Personal income is calculated by dividing the combined income of the family (spouses and children under the age of 18) by the number of members of the family.

Documentation

  • Application form completed with personal data.
  • Bank details must be provided if the direct debit payment option is chosen,
    or
    original proof of payment at the station or Servicaixa ATM, if applicable, must be attached.

The administrative cost for issuing the pensioners’ travel card is €5.

  • Photocopy of National Identity Document or Foreigner Identification Document.
  • For persons under the age of 65 years, a photocopy of the certificate issued by the Social Services Authority – Institut d’Assistència i Serveis Socials (ICASS) or a photocopy of the card proving that they have a disability of 33 % or more.
  • Original of the municipal registration certificate showing all the members of the family.
  • Photocopy of the personal income tax return,** joint or individual, of all family members who are required to file a return, indicating the income of the whole family unit.

** If a member of the family (over 18 years of age) is not required to file the income tax return, the following must be submitted:

  • Original of the certificate issued by the tax authorities attesting that there is no obligation to file a tax return. This must include the income and one such certificate must be submitted for each member of the family in the same situation.

If a member of the family (over 18 years of age) does not receive any income, the following must be submitted:

  • Original of the certificate issued by the INSS (National Social Security Institute) stating that this person does not receive a pension.
  • Original of the certificate issued by the Tax Agency stating that the person does not receive a civil service pension.

CARDS ISSUED BEFORE 31ST DECEMBER 2013

Criteria for renewing the FGC pensioner’s card:

Pensioner’s card A

  • People aged 65 or over with pension income less than or equal to the Minimum Wage or who do not receive any pension.
  • People aged under 65 with 33% or higher degree of disability and benefit income less than or equal to the Minimum Wage or who do not receive any benefit.

Pensioner’s card B

  • People aged 65 or over with pension income more than the Minimum Wage.
  • People aged under 65 with 33% or higher degree of disability and benefit income more than the Minimum Wage.
  • Discount of 75% for Card A holders and 50% for Card B holders on single tickets on the Lleida-la Pobla de Segur line.

ADMINISTRATIVE PROCESS

Renewing the card:

  • Pick up an application form at any FGC station on the Barcelona-Vallès or Llobregat-Anoia lines.
  • Also pick up a prepaid envelope.

Handing in the application
Hand in the application form, duly completed with personal details and all documentary evidence:

  • By post, using the prepaid envelope.
  • At the pensioner’s card office at Carrer Avenir 6, Barcelona.

DOCUMENTATION REQUIRED

  • Application form completed with personal details plus bank details if choosing to pay by direct debit.
  • Photocopy of Spanish ID card or foreigner ID.
  • For under-65s, photocopy of the certificate accrediting disability issued by the Department of Employment, Social Affairs and Families or card accrediting disability, showing a degree of 33% or more.
  • Photocopy of notification of benefit rise or certificate of monthly benefit from the National Social Security Institute (INSS) for the current year (for renewals of pensioner’s card A only).
  • If no benefit is received, photocopy of the negative benefit certificate from the National Social Security Institute (INSS) for the current year (for renewals of pensioner’s card A only).
  • Original receipt for payment at the station or ServiCaixa ATM, as appropriate.

PAYMENT
FGC stations:

  • Ask for the assistance of a member of station staff. You can pay using the vending machine by credit card or in cash. The machine will supply a receipt, which you must attach to the rest of the documentation you are submitting.

Direct debit:

  • You must fill in your bank details on the application form. This option enables you to make your application without leaving home, and to sign it.

ServiCaixa:

  • Make payment at any CaixaBank ServiCaixa ATM using the bar code on the application form. Send the original payment receipt together with the rest of the documentation you are submitting.

Administration and processing fees:

  • The amount payable for administration and processing of the pensioner’s card is €5.

RECEPTION

  • The new Pensioner’s Card is sent by ordinary post to the postal address given on the application form.

CARDS ISSUED AFTER 1ST JANUARY 2013

Criteria for renewing the FGC pensioner’s card:

Pensioner’s card A

  • People aged 65 or over with personal income* (pensions, assistance, private income, etc.) less than the public income index (IPREM).
  • People aged under 65 with 33% or higher degree of disability and personal income (pensions, assistance, private income, etc.) less than the public income index (IPREM).

Pensioner’s card B

  • People aged 65 or over with personal income* higher than the public income index (IPREM) but less than twice the IPREM.
  • People aged under 65 with 33% or higher degree of disability and personal income higher than the public income index (IPREM) but less than twice the IPREM.

People with personal income more than twice the IPREM, even if they meet the other requirements, cannot have either of the two FGC pensioner’s cards.
*Personal income is calculated by dividing the joint income of the family unit (spouses and children aged under 18) by the number of members.

ADMINISTRATIVE PROCESS
Renewing the card:

  • Pick up an application form at any FGC station on the Barcelona-Vallès or Llobregat-Anoia lines.
  • Also pick up a prepaid envelope.

Handing in the application
Hand in the application form, duly completed with personal details and all documentary evidence:

  • By post, using the prepaid envelope.
  • At the pensioner’s card office at Carrer Avenir 6, Barcelona.

DOCUMENTATION REQUIRED

  • Application form completed with personal details plus bank details if choosing to pay by direct debit.
  • Photocopy of Spanish ID card or foreigner ID.
  • For under-65s, photocopy of the certificate accrediting disability issued by the Department of Employment, Social Affairs and Families or card accrediting disability, showing a degree of 33% or more.
  • Original of the local registration certificate showing the people in the family unit.
  • Photocopy of the joint or individual income tax (IRPF) declaration** showing the income of the whole family unit.
  • Original receipt for payment at the station or ServiCaixa ATM, as appropriate.

** If a member of the family unit (aged over 18) is not obliged to file an income tax return, the following must be submitted:

  • Original certificate from the tax authorities stating that the holder is not obliged to file an income tax declaration. It must include income and one must be submitted for each member of the family unit in the same position.

If any member of the family unit (aged over 18) has no income, the following must be submitted:

  • Original negative benefit certificate from the National Social Security Institute (INSS).
  • Original negative benefit certificate under the Spanish “Passive Class” system issued by the Tax Agency.

PAYMENT

FGC stations:

  • Ask for the assistance of a member of station staff. You can pay using the vending machine by credit card or in cash. The machine will supply a receipt, which you must attach to the rest of the documentation you are submitting.

Direct debit:

  • You must fill in your bank details on the application form. This option enables you to make your application without leaving home, and to sign it.

ServiCaixa:

  • Make payment at any CaixaBank ServiCaixa ATM using the bar code on the application form. Send the original payment receipt together with the rest of the documentation you are submitting.

Administration and processing fees:

  • The amount payable for administration and processing of the pensioner’s card is €5.

RECEPTION

  • The new Pensioner’s Card is sent by ordinary post to the postal address given on the application form.

No duplicates of pensioners’ travel cards are issued. If a travel card is lost or stolen, the holder must re-apply for a new card. In this case, the corresponding police report must also be submitted.

Only one re-issue per year may be issued.

In the event of malfunction of the pensioners’ travel card A or the T-Pensionista travel card, it will be re-issued at no cost at stations, by members of staff.

Children under the age of 4 may travel free of charge if they do not occupy a seat.

From the age of 4, they can obtain the T-16. The T-16 is a travel card for children from the age of 4 until 31 December of the year in which they reach the age of 16, which allows them to travel free of charge for an unlimited number of journeys on the public transport network of the integrated fare system in the same fare zone where the child lives.

The T-16 is a travel card for children from the age of 4 until 31 December of the year in which they reach the age of 16, which allows them to travel free of charge for an unlimited number of journeys on the public transport network of the integrated fare system in the same fare zone where the child lives.

The T-16 is a non-transferable travel card stating the name and National Identity Document number, Foreigner Identification Number, passport or family book, and must be validated on each journey, and can only be used by the child who is the named holder.

This travel card is available to all children in the age group indicated above who reside in any of the municipalities that make up the integrate fare system. The T-16 has an administrative cost of 35 € payable when it is issued for the first time. Renewal of the travel card takes place automatically and free of charge up to 31 December of the year in which the child reaches the age of 16.

All the information relating to handling of and applying for this travel card can be found on the website www.t-16.cat.

To access public transport services, the user must have a suitable ticket according to the applicable conditions from time to time.

A user is considered to make improper use of the service in the following cases:

a) Failing to validate the ticket before travel or before accessing restricted areas.
b) Not having a ticket or not showing it when asked.
c) Travelling with an expired ticket, i.e. using it outside of the period of validity established in the standard terms of carriage or for special rates.
d) Travelling with a concession ticket but unable to prove, by showing the pertinent card, their right to it.
e) Travelling with a non-transferable ticket that is not theirs.
f) Using the ticket outside the corresponding fare zone.
g) Travelling with a travel card that is not valid due to their characteristics or the specific characteristics of the journey.

The full text of the terms of use can be consulted at the following link:

Terms of use

If a user travels without a ticket, with a ticket or travel card that has not been validated or is not valid because of their characteristics or because of the characteristics of the journey, the following measures will be taken:

a) Transport operator staff will demand payment of a minimum penalty of €100. For this purpose, staff will issue the document corresponding to the minimum penalty. The amount of this penalty must be paid within thirty days after it has been issued. If it is paid immediately, or within two working days after issue, the penalty will be reduced by 50 %.

b) When the penalty has been imposed on a person for travelling with a concession travel card, a specific travel card for large families or for single-parent families without the card proving entitlement to these cards, if the person presents the corresponding supporting documentation within 48 hours, the penalty is cancelled.

c) When the penalty has been imposed on a minor, the public transport operators must notify their legal guardians and must grant them the possibility of paying the penalty with a reduction of 50 % within thirty days.

d) If the user does not pay the penalty immediately, the staff of the transport operator must ask the user to show identification in order to manage payment. If the penalty is not paid within thirty days after issue, the administration responsible for the service will commence the corresponding administrative penalty proceedings in accordance with the applicable transport regulations.
e) If the user refuses to pay the minimum penalty or to identify himself or herself adequately, transport operator personnel may seek assistance from security staff or public law enforcement to identify the user, notwithstanding the faculty to demand that he or she get off the means of transport or leave the facilities.

f) If, following identification of the user, the ticket or travel card is not valid because of the user’s characteristics, or if the user refuses to identify themselves thus making it impossible to check this point, staff must retain the ticket or travel card and deposit it at the place defined so that the holder, on providing evidence of their identity, may reclaim it.

These conditions can be consulted in section 14 of the following link:

Terms of use

        • At any Servicaixa ATM of CaixaBank.
        • At the FGC Customer Service Centre (CAC) of the Barcelona-Vallès line, located at the concourse of Pl. Catalunya station (carrer de Pelai/Bergara entrance).

Hours: from 8am to 8pm, Monday to Friday except public holidays

        • At the FGC Customer Service Centre (CAC) of the Llobregat-Anoia line, which is located at Pl. Espanya station.

Hours: from 9am to 2pm and from 4pm to 6.30pm (Monday to Friday except public holidays)
August: from 9am to 2pm (from Monday to Friday except public holidays)

You may appeal against the minimum penalty through the channels detailed below. In all cases, you must indicate the minimum penalty (PM) number shown on the form handed to you and attach the documentation you consider necessary to settle the matter (for example, the ticket or travel card you used).

        • By sending a signed letter to the following address (you must include a photocopy of your National Identity Document, Foreigner Identification Number or passport):

Ferrocarrils de la Generalitat de Catalunya (FGC)
Oficina de Gestió de Clients
Centre Operatiu de Rubí
Carrer d’Antoni Sedó, s/n
08191 Rubí

        • By asking staff at stations or any of the two customer service centres located at Pl. Catalunya station (8am to 8pm Monday to Friday except public holidays) and Pl. Espanya station (9am to 2pm and 4pm to 6.30pm Monday to Friday except public holidays) for the book of appeals against minimum penalties, where you will have to complete the corresponding form.
        • If you wish to send them by e-mail, the appeals require the signature on the original document of the person who has received the penalty. Accordingly, it is essential that you attach – scanned or in image format — a written document with your signature, National Identity Document, and the documentation indicated above.

These documents may be sent to us at the address atencioalclient@fgc.cat within a maximum of one month as of the date indicated on the penalty notice.

A number of different channels are available to you to send us your complaints or suggestions:

        • The form on the Ferrocarrils de la Generalitat de Catalunya (FGC) website:
          http://www.fgc.cat/en/customer-service/claims/
        • The complaints books available at all FGC stations and the customer service centres at Pl. Catalunya and Pl. Espanya.
        • By sending a letter to the company’s registered office:

Ferrocarrils de la Generalitat de Catalunya (FGC)
Atenció al Client
Carrer dels Vergós, 44
08017 Barcelona

        • The free telephone number 900 90 15 15.

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