List of services FGC Turisme

About us

Within the scope of Ferrocarrils de la Generalitat de Catalunya, FGC Turisme is the managing body for different operations related to the world of tourism and the natural environment located in areas far from the inter-urban area.

FGC Turisme’s aim is to manage and foster various tourist destinations located around Catalonia.

The mountain resorts in the Eastern Pyrenees include the destinations of La Molina, Vall de Núria and Vallter, in the regions of La Cerdanya, El Berguedà and El Ripollès. The stations of Port Ainé and Espot are located in El Pallars Sobirà and Boí Taüll is in L’Alta Ribagorça.

Along the way visitors shall find three jewels of Catalonia’s railway history: The Cement Train, in L’Alt Llobregat, which covers the 3.5 km route that historically linked the Asland cement factory in Castellar de N’Hug to La Pobla de Lillet.

The Montserrat Rack Railway and Funiculars, in the county of El Baix Llobregat, which transports users to the Montserrat Mountain Natural Park, one of the most iconic areas of Catalonia, on historical facilities.

The Lakes Train, which passes through the regions of El Segrià, La Noguera and El Pallars and connects the city of Lleida to La Pobla de Segur on a single track, on an itinerary that takes in reservoirs and mountain ranges such as the Montsec.

FGC Turisme is also tasked with the management of the old Gelida Funicular in the county of L’Alt Penedès, which has linked Gelida town centre to the railway station since 1924.

The county of La Noguera also houses the Montsec Astronomical Park located in the municipality of Àger, in an area regarded as one of the best in Catalonia for astronomical observation which is becoming a flagship centre in the State for the popularisation of astronomy.

What we do

FGC Turisme, as a public company that is part of the Ministry of Territory, Housing and Ecological Transition of the Government of Catalonia, is entrusted with managing the aforementioned services and infrastructures, with the aim of contributing to the territorial balance by fostering activity in areas far from the inter-urban area, specifically the Tourist Trains, FGC Turisme’s mountain resorts and the Montsec Astronomical Park.

How we do it

FGC Turisme’s service is integrated into the structure of Ferrocarrils de la Generalitat de Catalunya, benefiting from the coverage of its corporate areas.

FGC Turisme provides its services with its own resources stemming from the services on offer (train tickets, ski passes, summer and winter activities, catering, etc.) and the public funding from the Programme Contract signed with the Government of Catalonia, which guarantees the investments, the maintenance of the infrastructures and the different services that are provided.

For further information, click here.

The services provided by FGC Turisme are as follows:

• Service 1: Tourist Trains
• Service 2: FGC Turisme Mountain Resorts
• Service 3: Montsec Astronomical Park

Conditions for access and general requirements of the services on the list

Access to the services is of a universal nature. The requirements for access to this service are the prior purchase of the corresponding accreditation document (ticket/ski pass/ticket) or payment of the service (catering, accommodation, various activities, etc.).

Economic regime applicable to the list of services

The services provided entail the payment of a fee. These fees are specified at the following links:

Service 1: Tourist Trains

• Montserrat rack railway and funiculars: https://turistren.cat/en/trains/montserrat-rack-railway-and-funiculars/
• Vall de Núria Rack Railway: https://turistren.cat/en/trains/cremallera-de-nuria/
• Cement Train: https://turistren.cat/en/trains/tren-del-ciment/

Service 2: Mountain Resorts

• Boí Taüll – winter: prices, timetable
• Espot – winter: prices, timetable
• La Molina – winter: prices, timetable
• La Molina – summer: prices, timetable
• Port Ainé – winter: prices, timetable
• Vall de Núria – winter: prices, timetable
• Vallter – winter: prices, timetable
• Vallter – summer: timetable, activities

Service 3: Montsec Astronomical Park

https://www.astromontsec.cat/pamIV/index.jsp

Common service provision channels

The services presented are provided through the following channels:

In person at the ticket offices and customer service offices of each division and via the links on each website:

Service 1: Tourist Trains

https://turistren.cat/en/

Montserrat rack railway and funiculars https://turistren.cat/en/trains/montserrat-rack-railway-and-funiculars/

Vall de Núria Rack Railway https://turistren.cat/en/trains/cremallera-de-nuria/

Cement Train https://turistren.cat/en/trains/tren-del-ciment/

Service 2: Mountain Resorts

https://www.turismefgc.cat/en/destins/mountain-resorts/

Boí Taüll https://www.boitaull.cat/en/

Espot https://www.espotesqui.cat/en/

La Molina https://www.lamolina.cat/en/

Port Ainé https://www.portaine.cat/en/

Vall de Núria https://www.valldenuria.cat/en/

Vallter https://www.vallter.cat/en/

Service 3: Montsec Astronomical Park

https://parcastronomic.cat/en/

By phone and email

Service 1: Tourist Trains

Email: [email protected]

Montserrat rack railway and funiculars Phone: (+34) 93 252 14 80 Email: [email protected]

Vall de Núria Rack Railway Phone: (+34) 972 73 20 20 Email: [email protected]

Cement Train Phone: (+34) 93 204 10 41 Email: [email protected]

Service 2: Mountain Resorts

Boí Taüll Phone: (+34) 973 297 085 / Email: [email protected]

Espot Phone: (+34) 973 624 092 / Email: [email protected]

La Molina Phone: (+34) 972 89 20 31 / Email: [email protected]

Port Ainé Phone: (+34) 973 627 607 / Email: [email protected]

Vall de Núria Phone: (+34) 972 73 20 20 / Email: [email protected]

Vallter Phone: (+34) 972 136 057 / Email: [email protected]

Service 3: Montsec Astronomical Park

Phone: (+34) 973 053 022 / Email: [email protected]

List of the main services provided

Service 1: Tourist Trains

• Management of the Rack Railways, Funiculars and Tourist Trains to gain access to the natural, historical and religious heritage of the country: Montserrat, Vall de Núria and the Cement Train.
• It’s a service for all citizens
• Ascents and descents on the rack railways and funiculars.
• To use the service it’s essential to purchase the corresponding transport ticket.

Service 2: FGC Turisme Mountain Resorts

• Management and promotion of various tourist destinations located around Catalonia. They offer the chance to explore the mountains in its tourist divisions through six mountain resorts: Boí Taüll, Espot Esquí, La Molina, Port Ainé, Vall de Núria and Vallter, with activities in winter and summer.
  
• It’s a service for all citizens
  
• In winter: activities typical of a ski resort: alpine skiing, snowboarding, snowshoeing, mountain skiing, the Leisure Park, equipment rental, etc. In summer: walks around the area, the bike park, bike and electric bike rides, cable car and chairlift rides and different activities for all ages.
  
• To use the service you must purchase the ski pass and the corresponding ticket for the services directly managed by the resort.

Service 3: Montsec Astronomical Park

• The Astronomical Park is located in Àger (La Noguera) and it’s a sky observation centre accredited by an International Starlight Award.
• It’s a service for all citizens
• Observation of the sky by means of state-of-the-art equipment suitable for all audiences, including the multimedia room and the star simulation model to virtually navigate space in two and three dimensions with 6K productions.
• To use the service it’s essential to purchase the corresponding ticket.

Applicable regulations

The purchase conditions for users can be found at:

Ski and Mountain Resorts

Online purchase conditions

https://www.turismefgc.cat/en/conditions-online-shopping/

Conditions for the sale and delivery of the season passes

https://www.turismefgc.cat/condicions-venda-lliurament-forfets-de-temporada/

Conditions for use of day and multi-day ski passes

https://www.turismefgc.cat/en/ski-day-conditions-or-several-days/

Tourist Trains

Vall de Núria Rack Railway

Online purchase conditions

https://www.turismefgc.cat/en/conditions-online-shopping/

Terms and conditions of use

https://www.turismefgc.cat/es/condiciones-turistren/

Tren del Ciment

Online purchase conditions

https://www.turismefgc.cat/en/conditions-online-shopping/

Terms and conditions of use

https://www.turismefgc.cat/es/condiciones-turistren/

Montsec Astronomical Park

Online purchase conditions

https://www.turismefgc.cat/en/conditions-online-shopping/

The commitments specified in this list can be required by citizens as long as the services can be provided under normal conditions, that is, the services are not disrupted by fortuitous events or force majeure affecting their provision. The fulfilment of the commitments is measured through the corresponding indicators described in section 7.1 of this service charter.

Service 2: FGC Turisme Mountain Resorts

Commitment 1: Keep the appropriate number of ski lifts operational at each resort

The number of ski lifts at each mountain resort that are available daily is adequate under normal operating conditions (e.g., weather conditions or the state of the skiable surface). This commitment refers to the quality in service reliability. The fulfilment of this commitment is measured using the corresponding indicator.

• Service provision channel: in-person

Service 3: Montsec Astronomical Park

Commitment 2: Provide professionals qualified in astronomy for guided tours

Guided tours are conducted by people with degrees in astronomy. This commitment refers to the quality in technical competence. The fulfilment of the commitment is measured by ensuring at least one person with an astronomy degree is present on each guided tour.

• Service provision channel: in-person

Commitment 3: Maintain activity programmes continuously and properly

Activities, along with their scheduled dates and times, are carried out correctly, continuously, and without incidents. This commitment refers to quality in service reliability. The fulfilment of the commitment is measured by the percentage of activities carried out, which must be equal to or greater than 98% of the total scheduled activities.

• Service provision channel: in-person

All the services

Commitment 4: Ensure that facilities are comfortable, safe, accessible, and suitable

The facilities of the Tourist Trains, Mountain Resorts, and Montsec Astronomical Park are comfortable, safe, accessible, and suitable. This commitment refers to quality regarding accessibility and tangible physical elements. The fulfilment of the commitment is measured by the average ratings given in satisfaction surveys for each service, which must be equal to or greater than 4, with a minimum performance threshold of 3.5.

• Service provision channel: in-person

Commitment 5: Provide personalised in-person service

In-person service is delivered in a personalised manner, taking into account each user’s needs. This commitment refers to the quality of kindness, courtesy, and technical competence of the personnel providing the in-person service. The fulfilment of the commitment is measured by the average ratings given in satisfaction surveys for the “customer service” item, which must be equal to or greater than 4.5, with a minimum performance threshold of 4.

• Service provision channel: in-person

Commitment 6: Offer an online service for purchasing transport fares and tickets

The service for purchasing transport fares and tickets for the Astronomical Park and mountain resorts is available on the FGC Turisme website. This commitment refers to quality in service reliability and accessibility. The fulfilment of the commitment is measured by the average ratings given in satisfaction surveys for the “online booking and purchase” item, which must be equal to or greater than 4.5, with a minimum performance threshold of 4.

• Service provision channel: online

Commitment 7: Reduce direct CO₂ emissions

Reduce environmental impact with measures such as decarbonisation (reducing direct CO₂ emissions), using renewable energies (more efficient equipment powered by renewable sources), and waste valorisation (aiming for “zero waste”). This commitment refers to quality concerning sustainability. The fulfilment of the commitment is measured using different indicators related to energy savings, renewable energy usage, and recovered waste:

• NET ZERO (2050 horizon)
• Over 80% of energy consumption from renewable sources (kWh)
• Over 50% of total waste valorised

Specific rights of users of the services on the list

Users of FGC Turisme’s services, as users of tourist services, enjoy the rights recognised in the Law 13/2002, of 21 June, on tourism in Catalonia.

Similarly, users of the tourist train service are generally recognised as having the rights included in the Law 4/2006, of 31 March, on railways.

Users of ski lifts for access to the mountain resorts have the rights and obligations recognised in the Law 12/2002, of 14 June, on cable transport.

Specifically, as recipients of the services included in the service charter, they have the following rights:

Service 1: Tourist Trains

Vall de Núria Rack Railway

Online purchase conditions:

https://www.turismefgc.cat/en/conditions-online-shopping/

Terms and conditions of use:

https://www.turismefgc.cat/es/condiciones-turistren/

Cement Train

Online purchase conditions:

https://www.turismefgc.cat/en/conditions-online-shopping/

Terms and conditions of use:

https://www.turismefgc.cat/es/condiciones-turistren/

Service 2: Ski and Mountain Resorts

Online purchase conditions:

https://www.turismefgc.cat/en/conditions-online-shopping/

Conditions for sale and delivery of season passes:

https://www.turismefgc.cat/condicions-venda-lliurament-forfets-de-temporada/

Conditions for use of day or multi-day passes:

https://www.turismefgc.cat/en/ski-day-conditions-or-several-days/

Service 3: Montsec Astronomical Park

Online purchase conditions:

https://www.turismefgc.cat/condicions-compra-online/

Compensation and reparation measures

In the event of a breach of the commitments included in the service charter, users can access the following compensation or reparation measures:

• The appropriate apology shall be sent.
• Explanations of the circumstances giving rise to the breach shall be provided, indicating the corrective measures to prevent recurrence.
• Alternatives shall be offered, if possible.
• Recognition of a breach of the commitments shall not necessarily result in the processing of a damage claim procedure.

Duties of users of the services on the list

Users of FGC Turisme’s services, as users of tourist services, must comply with the duties recognised in the Law 13/2002, of 21 June, on tourism in Catalonia.

Users of the tourist train service must comply with the duties recognised in the Law 4/2006, of 31 March, on railways.

Users of ski lifts for access to the mountain resorts have the rights and obligations recognised in the Law 12/2002, of 14 June, on cable transport.

Moreover, users of the services provided by FGC Turisme must:

• Respect the personnel providing the service.
• Respect other users.
• Respect the order and service criteria established.
• Respect the service opening times.
• Respect the rules of use of the activity indicated on the websites and physically at each facility.
• Have the accreditation document (ticket, ski pass, etc.) for the provision of the service.
• Care for the mountains by:
  • Leaving the area as clean as they found it.
  • Protecting the habitat of animals and plants living there.
  • Separating and recycling waste as at home.
  • Using reusable cups and bottles.

These obligations, as well as the information on the conditions established for each service, can be consulted at:

• Service 1: Tourist Trains: https://www.turismefgc.cat/condicions-turistren/
• Service 2: Mountain Resorts: https://www.turismefgc.cat/condicions-venda-lliurament-forfets-de-temporada/
• Service 3: Montsec Astronomical Park: https://www.fgc.cat/proces-compra-entrades-parc-astronomic-montsec/

General rights of citizens vis-à-vis the public administration

Users can consult the rights and duties provided for in the current regulations for the different relationships between citizens and the public administration at the following link:

https://web.gencat.cat/en/seu-electronica/sobre-la-seu/que-es-la-seu-electronica/drets-i-obligacions-de-la-ciutadania-quan-es-relaciona-amb-ladministracio-de-la-generalitat-de-catalunya-per-mitjans-electronics/index.htm

Generally speaking, the Government of Catalonia provides different channels for users to send their queries and request information on the existence and characteristics of the services provided, available at: https://web.gencat.cat/en/contacte/index.html

Additionally, users can find guidance and information on the services at: https://www.turismefgc.cat/en/

If they deem it necessary, users can submit a complaint or suggestion using the electronic form available at: https://www.turismefgc.cat/en/communications/contact/?web=1

They can also use the paper form available at any office, or printable from https://www.turismefgc.cat/en/communications/contact/?web=1. The paper form can be submitted at any of the information points mentioned above.

Users wishing to submit a complaint or suggestion may do so:

• Remotely, via the contact mailbox form: https://www.turismefgc.cat/en/communications/contact/?web=1
• In person, at the address provided.
• By post, addressed to the head office of FGC Turisme:
  Carrer dels Vergós, 44
  08017 Barcelona

Queries, complaints and suggestions shall be resolved by the heads of each operation, who are responsible for handling complaints and suggestions within their area.

The monitoring and evaluation of the commitments in this Service Charter is carried out through the indicators detailed below. In the event of non-compliance with the commitments, compensation or reparation measures may be applied, as specified in section «5. Rights and duties».

Commitment 1 – Keep the appropriate number of ski lifts operational at each of the mountain resorts, taking into account the weather conditions and the state of the skiable surface.

Indicator	Percentage of daily availability of ski lifts
Description	This measures the ratio between the number of lifts in operation with respect to the total number of lifts that should be operating each day at the stations, excluding those that are not expected to enter service throughout the season and those affected by unforeseen circumstances.
Linked service	Service 2: FGC Turisme Mountain Resorts
Provision channel	In-person
Calculation method	Proportion
Unit of measurement	Ski lifts in operation
Quality objective	Equal to or greater than 93.5% of journeys
Compliance threshold	93.5% of journeys
Information source	Data taken from the ATEN operation management tool at the mountain resorts
Frequency	Annual
Evaluation instrument	Extraction of the data from the operational logs of each of the stations

Commitment 2 – Provide professionals qualified in
astronomy for the guided tours

Indicator	Number of astronomers who act as guides for each guided tour
Description	Number of astronomer/s per guided tour
Linked service	Service 3: Montsec Astronomical Park
Provision channel	In-person
Calculation method	Tally
Unit of measurement	People
Quality objective	1 person
Compliance threshold	1 person
Information source	Personnel CVs
Frequency	In accordance with needs
Evaluation instrument	Personnel selection

Commitment 3 – Maintain the activity programmes in
continuous and proper operation.

Indicator	Percentage of activities carried out compared to those scheduled
Description	Percentage of activities carried out compared to those scheduled
Linked service	Service 3: Montsec Astronomical Park
Provision channel	In-person
Calculation method	Proportion
Unit of measurement	Percentage
Quality objective	Equal to or greater than 98% of activities
Compliance threshold	95% of activities
Information source	Euromus Museum Management software
Frequency	Daily
Evaluation instrument	Digitally, via mobile phone

Commitment 4 – Ensure facilities are comfortable, safe, accessible, and suitable for users

Indicator	Quality of the tangible physical elements (appearance and organisation of the facilities)
Description	This is measured by the average ratings awarded in the satisfaction surveys for each of the services. On a scale from 1 to 5, on which 1 is “highly dissatisfied” and 5 is “highly satisfied”.
Linked service	All
Provision channel	In-person
Calculation method	Average
Unit of measurement	Qualification
Quality objective	A rating equal to or greater than 4.0
Compliance threshold	3.5 rating
Information source	Satisfaction surveys
Frequency	Two reviews per year
Evaluation instrument	Tabulation of data by season using the established software

Commitment 5 – Provide personalized in-person care

Indicator	Quality of the care
Description	This measures the rating of the quality of the care received in the service. On a scale from 1 to 5, on which 1 is “highly dissatisfied” and 5 is “highly satisfied”.
Linked service	All
Provision channel	In-person
Calculation method	Average
Unit of measurement	Qualification
Quality objective	A rating equal to or greater than 4.5
Compliance threshold	4.0 rating
Information source	Satisfaction surveys
Frequency	Two reviews per year
Evaluation instrument	Tabulation of data by season using the established software

Commitment 6 – Provide an adequate online service for purchasing tickets

Indicator	Average rating of users replying to the question about satisfaction with online ticket purchases in the satisfaction surveys.
Description	This measures the average rating in the surveys on satisfaction with FGC Turisme’s services, on a scale from 1 to 5, on which 1 is “highly dissatisfied” and 5 is “highly satisfied”, in the following items: Online ticket purchases (Astronomical Park) Online ticket purchases (Tourist Trains) Online purchases and topping-up of tickets/ski passes on the website (Summer and Winter Mountain Resorts)
Linked service	All
Provision channel	Online
Calculation method	Average
Unit of measurement	Qualification
Quality objective	A rating equal to or greater than 4.5
Compliance threshold	4.0 rating
Information source	Satisfaction surveys
Frequency	Two reviews per year
Evaluation instrument	Tabulation of data by season using the established software

Commitment 7 – Reduce direct CO₂ emissions

Indicator	Direct greenhouse gas (GHG) emissions resulting from FGC’s activity
Description	Calculation of the carbon footprint based on the tons of greenhouse gases (GHG) saved with the incorporation of new equipment. The energy consumed by the replaced equipment is calculated in kWh and converted into tonnes of CO₂ saved, according to the data published by the Climate Change Office.
Linked service	All
Provision channel	In-person
Calculation method	Proportion
Unit of measurement	tCO₂ eq
Quality objective	NET ZERO (horizon 2050)
Compliance threshold	tCO₂ eq lower than the previous measurement
Information source	Study of the CO₂ footprint and internal monitoring
Frequency	Annual
Evaluation instrument	Analysis by means of a verified study generated by external consultancy

Commitment 8 – Reduce acoustic impact and noise pollution

Indicator	KWh of renewable energy supplied with the incorporation of new equipment
Description	Proportion of kWh of renewable energy used with respect to the total amount of energy consumed. The different energy supplies are converted into kWh in order to make the comparison.
Linked service	All
Provision channel	In-person
Calculation method	Proportion
Unit of measurement	KWh of renewable energy
Quality objective	Equal to or greater than 80% kWh of renewable energy
Compliance threshold	60% kWh of renewable energy
Information source	FGC Turisme consumption indicator platform
Frequency	Annual
Evaluation instrument	Annual summary and evaluation by means of annual management review reports

Commitment 9 – Ensure user safety

Indicator	Tonnes of waste generated that can be recovered
Description	Proportion of tonnes of regenerated waste that is recoverable with respect to non-recoverable waste (destined for landfill or incineration), based on the annual waste declarations to the Catalan Waste Agency.
Linked service	All
Provision channel	In-person
Calculation method	Proportion
Unit of measurement	Tonnes of waste recovered
Quality objective	Equal to or greater than 50% of tonnes
Compliance threshold	45% of tonnes
Information source	Annual waste declaration
Frequency	Annual
Evaluation instrument	Annual summary and evaluation by means of annual management review reports

Evaluation of the list and degree of fulfil- ment of the commitments

We have a Multi-Site Environmental Management System in accordance with the ISO 14001 Standard and another on Quality in accordance with the UNE 188001 Standard on mountain resorts.

These two multi-site systems allow for FGC Turisme’s integrated management of all its locations with similar activities, facilitate their management and include the specific requirements and criteria at each site indicated in the regulations in the area of the environment, in the case of ISO 14001, and those in the area of quality, in the case of the UNE for mountain resorts.

Annual third-party audits are conducted upon the basis of a sampling process in accordance with the certified websites, which concludes with certificate renewals at the end of each three-year cycle.

Help us to improve

We provide users with different channels to enable them to cooperate and participate:

• Satisfaction survey. Average satisfaction with the service received.
  • Tourist Trains: https://survey.reviewpro.com/feedback/survey/YPE0Tk5z9wwHJ0nJ
    
  • Summer Mountain Resorts: https://survey.reviewpro.com/feedback/survey/YO2UJlph5XHPE6O1
    
  • Winter Mountain Resorts: https://survey.reviewpro.com/feedback/survey/X-IDgMFK31G7JTk2
    
  • Montsec Astronomical Park: https://survey.reviewpro.com/feedback/survey/ZLlaKVT5GREINd_g
    
• Queries, information and suggestions form: https://www.turismefgc.cat/en/communications/contact/?web=1
  
• Participatory budgets: https://participa.gencat.cat/processes/pressupostosparticipatiusFGC2025?locale=en
  
• Social media: X Corporate, X La Molina, X Vall de Núria, X Port Ainé, X Vallter, X Boí Taüll, Turistren, Montsec Astronomical Park

The results of the surveys and interviews shall be analysed and all the improvement proposals shall be assessed in keeping with the available resources. The results of the surveys and interviews and other methods of collecting opinions shall be published on the website.