Customer Service

012

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Cost of the call: depending on operator

Complaints hotline

900 90 15 15

People with reduced mobility

If your journey begins or ends at Sant Cugat, please call the 012 information line and we will tell you what you have to do.

People with hearing disabilities

SMS: 675 78 70 02
FAX: 93 366 32 36
E-mail: [email protected]

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Frequently asked questions

Check out the answers to our users’ most frequently asked questions.

NORMS AND TERMS OF USE

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  • In order to travel, a ticket suited to the journey to be made must be purchased and validated prior to boarding the train or to accessing the interior precincts. The ticket must also be validated if transferring.
  • The ticket must be kept until the exit of the destination station so that it may be shown whenever requested by an employee of the company and so as to validate it at the exit of stations that have validating machines at the exit.
  • Tickets are not valid if they have been altered or tampered with or, where relevant, they are not accompanied by an identity card or do not match the specific conditions of use.
  • Users are entitled to use the most suitable ticket for them on their journeys – single ticket, multi-journey card, pass, etc. – and must find out the features of each ticket before buying them. Claiming ignorance does not excuse the user from their responsibility.
  • Validation of a ticket allows for a journey in only one direction.
  • Single tickets purchased from FGC may only be used on FGC lines or, in other words, may not be used in transfers with other means of transport.
  • Formats, conditions and prices of integrated tickets (with the initials ATM on the back), in addition to the conditions of use of contactless T-mobilitat media, are planned and approved by ATM, the metropolitan transport authority.

  • Tickets, purchased prior to use, will be valid until there is a change of fares and, in all events until the date it is specified as a valid ticket for travelling.
  • If a user has a ticket that shows signs of having been tampered with or falsified, it will be taken off them and their documentation will be demanded in order to process the pertinent report. The person must then be told to leave the train or the premises.
  • Children under 4 years old may travel for free if they do not occupy a seat.
  • School trains are only to be used by schoolchildren. Responsibility for letting minors travel alone by train lies with the parents/guardians of the minor.
  • Bicycles and e-scooters can be carried for free, providing the trains are not too full. They must be placed in the areas set aside for this on the train. Personal mobility vehicles such as bicycles, e-scooters, skates and the like can only be left in the areas provided for this.
  • Passengers travelling with baggage must use the luggage carrier and leave train corridors and platforms clear.
  • The seats reserved for people with reduced mobility or for other groups specified on signs be respected, and when appropriate, given up.
  • In the event of an incident on the FGC train service involving a delay of more than 40 minutes, users are entitled to a transport voucher of equal value to the journey made, which they can use until the next change in fares. Requests for exchange can be made by users by making a claim at any FGC premises, by email or by telephone, providing proof of the ticket used.
  • FGC is an area where coexistence is fostered. Users must therefore behave in a civil, proper and respectful manner with other passengers and FGC staff, and must follow the instructions of FGC staff, posters, train and station notices and public announcements.

prohibit
The following actions are prohibited:

  • Smoking on trains and in all open or closed FGC facilities.
  • Moving about on personal mobility vehicles like bicycles, e-scooters, skates or similar inside trains, indoors, in station halls and on platforms. Chaining them to trees, signs, benches or other furniture or in places reserved for people with reduced mobility.
  • Unjustifiable use of emergency and assistance points installed beside the ticket vending machines or platforms or of the emergency stop systems of mechanical escalators or of lifts or of the alarm devices of trains. Passengers may not prevent the legitimate use thereof.
  • Boarding or alighting from the train after the acoustic signal has sounded or entering drivers’ cabins or facilities reserved for the exclusive use of authorised personnel. Climb down onto the rails or enter tunnels. Preventing or forcing the opening or closing of the doors that provide access to trains.
  • Carrying objects or materials that may be dangerous or unpleasant for users. Performing activities or actions that may upset users, altering public order or disturbing the service. Behaving in a way that may endanger their own physical integrity or that of other users and employees or undermine the safety of the railway and facilities and performing actions that may harm or dirty trains or facilities.
  • Throwing or depositing objects on the rails or thereabouts.
  • Distributing advertising, putting up posters, begging, organising draws or games of chance, selling or offering goods or services or performing any type of artistic activity in trains and facilities, such as the use of musicals instruments, etc., without the authorisation of the company.
  • Consuming alcoholic drinks (except in authorised establishments) or intoxicating substances, which are prohibited on all FGC premises.

Pursuant to Law 4/2006 of 31 March, on railway transport, breach of these prohibitions represents an offence that, if classified as minor may be penalised with a fine of up to 6,000 euros, as serious with a fine of up to 30,000 euros, and as very serious with a fine of up to 300,000 euros.

  • THE MINIMUM FINE FOR UNAUTHORISED USE OF THE TRAINS IS:
    €100
    There is a 50% discount for immediate payment. Unauthorised use of the facilities includes the following:
  • Failure to validate the ticket before the journey or entering restricted zones.
  • Not possessing a ticket or being unable to show one upon request.
  • Using an expired ticket.
  • Using a ticket purchased at a reduced price without proof of the right to use such a ticket.
  • Using a personalised ticket that belongs to someone other than the person using it.
  • Using a ticket outside of its corresponding fare zone.
  • Travelling with an invalid ticket.
  • Using a ticket outside of its corresponding fare zone.
  • In accordance with Art. 52 of Law 7/2004 of 16 July, on tax and administrative measures, and with regard to Law 4/2006 of 31 March, on railway transport, amended by Art. 52 of Law 26/2009 of 23 December and updated by Resolution TES/3013/2011 of 21 December, travel without a valid and adequate ticket and non-payment within the term specified may constitute an administrative offence punishable by a fine of up to €6,000, in accordance with Arts. 65 and 66 of Law 4/2006 of 31 March, on railway transport. If the user refuses to identify themselves, the presence of security or public order officers will be requested.
  • Using a ticket outside of its corresponding fare zone.
  • A complete version of the Terms of Use and complaint forms are available at each station.
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DOGC Terms of use

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