{"id":56905,"date":"2025-11-25T10:53:40","date_gmt":"2025-11-25T09:53:40","guid":{"rendered":"https:\/\/www.fgc.cat\/?page_id=56905"},"modified":"2026-01-20T13:32:18","modified_gmt":"2026-01-20T12:32:18","slug":"list-of-services-fgc-turisme","status":"publish","type":"page","link":"https:\/\/www.fgc.cat\/en\/customer-service\/lists-of-services\/list-of-services-fgc-turisme\/","title":{"rendered":"List of services FGC Turisme"},"content":{"rendered":"<section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"carta\"><div class=\"l-section-overlay\" style=\"background:#ffffff\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><h1 class=\"w-text us_custom_eb849559\"><span class=\"w-text-h\"><span class=\"w-text-value\">List of services FGC Turisme<\/span><\/span><\/h1><div class=\"wpb_text_column us_custom_f029a2ba\"><div class=\"wpb_wrapper\"><p style=\"text-align: center;\">The list of services presented below includes the management services of FGC Turisme\u2019s mountain resorts, the Montsec Astronomical Park, and FGC Turisme\u2019s Tourist Trains, as well as the quality commitments and the channels that are available for submitting your suggestions and complaints.<\/p>\n<p style=\"text-align: center;\">This service charter was approved by Resolution TER\/4800\/2025, dated the 22nd of December, of the Ministry of Territory, Housing, and Ecological Transition (DOGC no. 9573, of the 30th of December 2025), and is available at <a id=\"menur5c9\" class=\"fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn\" title=\"https:\/\/portaljuridic.gencat.cat\/ca\/\" href=\"https:\/\/portaljuridic.gencat.cat\/ca\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"V\u00ednculo https:\/\/portaljuridic.gencat.cat\/ca\/\">https:\/\/portaljuridic.gencat.cat\/ca\/<\/a>.<\/p>\n<p style=\"text-align: center;\">The body responsible for this service charter is Ferrocarrils de la Generalitat de Catalunya.<\/p>\n<\/div><\/div><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-4 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"w-hwrapper us_custom_f727200b valign_top align_none\"><div class=\"w-image us_custom_f700e2a6 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/organizacio-i-forma.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#organitzacio\">Organisation and form of management of the services<\/a><\/p>\n<\/div><\/div><\/div><div class=\"w-hwrapper us_custom_53263a99 valign_top align_none\"><div class=\"w-image us_custom_f700e2a6 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/drets-i-deure.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#drets\">Rights and duties<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"vc_col-sm-4 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"w-hwrapper us_custom_f727200b valign_top align_none\"><div class=\"w-image us_custom_d1bb9d82 has_height align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/nostres-serveis.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#serveis\">Our services<\/a><\/p>\n<\/div><\/div><\/div><div class=\"w-hwrapper us_custom_53263a99 valign_top align_none\"><div class=\"w-image us_custom_baa7fc99 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/versions-anteriors.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#consultes\">Queries, complaints and suggestions<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"vc_col-sm-4 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"w-hwrapper us_custom_f727200b valign_top align_none\"><div class=\"w-image us_custom_f700e2a6 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/nostres-compromis.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#compromisos\">Our quality commitments<\/a><\/p>\n<\/div><\/div><\/div><div class=\"w-hwrapper us_custom_53263a99 valign_top align_none\"><div class=\"w-image us_custom_f700e2a6 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"70\" height=\"70\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2025\/11\/seguiment.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_cf08d872\"><div class=\"wpb_wrapper\"><p><a href=\"#seguiment\">Monitoring and evaluation of the list<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"g-cols wpb_row us_custom_a4be1842 boto_descarrega_pdf via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-2 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><div class=\"vc_col-sm-5 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_4af741be\"><div class=\"wpb_wrapper\"><div class=\"w-hwrapper us_custom_117ea846 valign_top align_none\"><div class=\"w-image align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"24\" height=\"24\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2020\/05\/pdf-justificant.png\" class=\"attachment-large size-large\" alt=\"Logo PDF justificant\" loading=\"lazy\" \/><\/div><\/div><div class=\"wpb_text_column us_custom_bc8b1530 has_text_color\"><div class=\"wpb_wrapper\"><p>List of services <span>FGC Turisme<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"vc_col-sm-3 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_4af741be\"><div class=\"wpb_wrapper\"><div class=\"w-hwrapper us_custom_f3fbe362 valign_top align_center has-link\" style=\"--hwrapper-gap:1.20rem\"><div class=\"w-text us_custom_974100ab has_text_color\"><span class=\"w-text-h\"><span class=\"w-text-value\">Download PDF<\/span><\/span><\/div><div class=\"w-image us_custom_c4aea925 align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"48\" height=\"48\" src=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2020\/06\/combined-shape-down.png\" class=\"attachment-large size-large\" alt=\"Logo fletxa cap avall\" loading=\"lazy\" \/><\/div><\/div><a href=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2026\/01\/carta_serveis_FGC-turisme_GB.pdf\" class=\"w-hwrapper-link smooth-scroll\" aria-label=\"Link\"><\/a><\/div><\/div><\/div><\/div><div class=\"vc_col-sm-2 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"organitzacio\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row us_custom_539f15ee via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_ecee29f9\"><span class=\"w-text-h\"><span class=\"w-text-value\">Organisation and form of management of the services<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3>About us<\/h3>\n<p>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.<\/p>\n<p>FGC Turisme\u2019s aim is to manage and foster various tourist destinations located around Catalonia.<\/p>\n<p style=\"text-align: center;\">The mountain resorts in the Eastern Pyrenees include the destinations of <a href=\"https:\/\/pirineu365.cat\/ca\/lamolina\/inici\/\">La Molina<\/a>, <a href=\"https:\/\/pirineu365.cat\/ca\/valldenuria\/inici\/\">Vall de N\u00faria<\/a> and <a href=\"https:\/\/pirineu365.cat\/ca\/vallter\/inici\/\">Vallter<\/a>, in the regions of La Cerdanya, El Bergued\u00e0 and El Ripoll\u00e8s. The stations of <a href=\"https:\/\/pirineu365.cat\/ca\/portaine\/inici\/\">Port Ain\u00e9<\/a> and <a href=\"https:\/\/pirineu365.cat\/ca\/espotesqui\/inici\/\">Espot<\/a> are located in El Pallars Sobir\u00e0 and Bo\u00ed Ta\u00fcll is in L\u2019Alta Ribagor\u00e7a.<\/p>\n<p>Along the way visitors shall find three jewels of Catalonia\u2019s railway history: The <a href=\"https:\/\/turistren.cat\/trens\/tren-del-ciment\/\">Cement Train<\/a>, in L\u2019Alt Llobregat, which covers the 3.5 km route that historically linked the Asland cement factory in Castellar de N\u2019Hug to La Pobla de Lillet.<\/p>\n<p>The <a href=\"https:\/\/turistren.cat\/es\/trenes\/cremallera-y-funiculares-de-montserrat\/\">Montserrat Rack Railway and Funiculars<\/a>, 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.<\/p>\n<p>The <a href=\"https:\/\/turistren.cat\/trens\/tren-dels-llacs\/\">Lakes Train<\/a>, which passes through the regions of El Segri\u00e0, 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.<\/p>\n<p>FGC Turisme is also tasked with the management of the old Gelida Funicular in the county of L\u2019Alt Pened\u00e8s, which has linked Gelida town centre to the railway station since 1924.<\/p>\n<p>The county of La Noguera also houses the <a href=\"https:\/\/parcastronomic.cat\/\">Montsec Astronomical Park<\/a> located in the municipality of \u00c0ger, 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.<\/p>\n<h3>What we do<\/h3>\n<p>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\u2019s mountain resorts and the Montsec Astronomical Park.<\/p>\n<h3>How we do it<\/h3>\n<p>FGC Turisme\u2019s service is integrated into the structure of Ferrocarrils de la Generalitat de Catalunya, benefiting from the coverage of its corporate areas.<\/p>\n<p>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.<\/p>\n<p>For further information, <a href=\"https:\/\/web.gencat.cat\/ca\/adreces-i-telefons\/detall\/index.html?codInf=3608\">click here<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"serveis\"><div class=\"l-section-overlay\" style=\"background:#ffffff\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_539f15ee\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_3f8582f4\"><span class=\"w-text-h\"><span class=\"w-text-value\">Our services<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The services provided by FGC Turisme are as follows:<\/p>\n<ul>\n<li><strong>Service 1:<\/strong> Tourist Trains<\/li>\n<li><strong>Service 2:<\/strong> FGC Turisme Mountain Resorts<\/li>\n<li><strong>Service 3:<\/strong> Montsec Astronomical Park<\/li>\n<\/ul>\n<h3>Conditions for access and general requirements of the services on the list<\/h3>\n<p>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.).<\/p>\n<h3>Economic regime applicable to the list of services<\/h3>\n<p>The services provided entail the payment of a fee. These fees are specified at the following links:<\/p>\n<h4>Service 1: Tourist Trains<\/h4>\n<ul>\n<li>Montserrat rack railway and funiculars: <a href=\"https:\/\/turistren.cat\/en\/trains\/montserrat-rack-railway-and-funiculars\/\">https:\/\/turistren.cat\/en\/trains\/montserrat-rack-railway-and-funiculars\/<\/a><\/li>\n<li>Vall de N\u00faria Rack Railway: <a href=\"https:\/\/turistren.cat\/en\/trains\/cremallera-de-nuria\/\">https:\/\/turistren.cat\/en\/trains\/cremallera-de-nuria\/<\/a><\/li>\n<li>Cement Train: <a href=\"https:\/\/turistren.cat\/en\/trains\/tren-del-ciment\/\">https:\/\/turistren.cat\/en\/trains\/tren-del-ciment\/<\/a><\/li>\n<\/ul>\n<h4>Service 2: Mountain Resorts<\/h4>\n<ul>\n<li>Bo\u00ed Ta\u00fcll \u2013 winter: <a href=\"https:\/\/www.boitaull.cat\/en\/winter\/resort\/ski-pass-prices\/\">prices<\/a>, <a href=\"https:\/\/www.boitaull.cat\/en\/winter\/resort\/opening-hours-calendar\/\">timetable<\/a><\/li>\n<li>Espot \u2013 winter: <a href=\"https:\/\/www.espotesqui.cat\/en\/winter\/resort\/ski-passes-prices\/\">prices<\/a>, <a href=\"https:\/\/www.espotesqui.cat\/en\/winter\/resort\/ski-passes-prices\/\">timetable<\/a><\/li>\n<li>La Molina \u2013 winter: <a href=\"https:\/\/www.lamolina.cat\/en\/winter\/resort\/ski-passes-tickets-prices\/\">prices<\/a>, <a href=\"https:\/\/www.lamolina.cat\/en\/winter\/resort\/opening-hours-calendar\/\">timetable<\/a><\/li>\n<li>La Molina \u2013 summer: <a href=\"https:\/\/www.lamolina.cat\/en\/summer\/resort\/prices\/\">prices<\/a>, <a href=\"https:\/\/www.lamolina.cat\/en\/summer\/resort\/timetable-calendar\/\">timetable<\/a><\/li>\n<li>Port Ain\u00e9 \u2013 winter: <a href=\"https:\/\/www.portaine.cat\/en\/winter\/resort\/ski-passes-prices\/\">prices<\/a>, <a href=\"https:\/\/www.portaine.cat\/en\/winter\/resort\/opening-hours-calendar\/\">timetable<\/a><\/li>\n<li>Vall de N\u00faria \u2013 winter: <a href=\"https:\/\/www.valldenuria.cat\/en\/winter\/resort\/ski-passes-tickets-prices\/\">prices<\/a>, <a href=\"https:\/\/www.valldenuria.cat\/en\/winter\/resort\/hours-calendar\/\">timetable<\/a><\/li>\n<li>Vallter \u2013 winter: <a href=\"https:\/\/www.vallter.cat\/en\/winter\/resort\/ski-passes-prices\/\">prices<\/a>, <a href=\"https:\/\/www.vallter.cat\/en\/winter\/resort\/opening-hours-calendar\/\">timetable<\/a><\/li>\n<li>Vallter \u2013 summer: <a href=\"https:\/\/www.vallter.cat\/en\/summer\/resort\/timetable-calendar\/\">timetable<\/a>, <a href=\"https:\/\/www.vallter.cat\/en\/summer\/activities\/panoramic-chairlift-visit-ter-river\/\">activities<\/a><\/li>\n<\/ul>\n<h4>Service 3: Montsec Astronomical Park<\/h4>\n<p><a href=\"https:\/\/www.astromontsec.cat\/pamIV\/index.jsp?nom_cache=PARC&amp;property=PARC&amp;lang=1&amp;_gl=1*1y3xvmr*_ga*OTU1OTk4NzM5LjE3NTIwNTU5OTk.*_ga_RTT94QT72H*czE3NTIwNTgwNDkkbzIkZzAkdDE3NTIwNTkyMTUkajYwJGwwJGgw#close\">https:\/\/www.astromontsec.cat\/pamIV\/index.jsp<\/a><\/p>\n<h3>Common service provision channels<\/h3>\n<p>The services presented are provided through the following channels:<\/p>\n<h4>In person at the ticket offices and customer service offices of each division and via the links on each website:<\/h4>\n<h4>Service 1: Tourist Trains<\/h4>\n<p><a href=\"https:\/\/turistren.cat\/en\/\">https:\/\/turistren.cat\/en\/<\/a><\/p>\n<p><strong>Montserrat rack railway and funiculars <\/strong><a href=\"https:\/\/turistren.cat\/en\/trains\/montserrat-rack-railway-and-funiculars\/\">https:\/\/turistren.cat\/en\/trains\/montserrat-rack-railway-and-funiculars\/<\/a><\/p>\n<p><strong>Vall de N\u00faria Rack Railway <\/strong><a href=\"https:\/\/turistren.cat\/en\/trains\/cremallera-de-nuria\/\">https:\/\/turistren.cat\/en\/trains\/cremallera-de-nuria\/<\/a><\/p>\n<p><strong>Cement Train <\/strong><a href=\"https:\/\/turistren.cat\/en\/trains\/tren-del-ciment\/\">https:\/\/turistren.cat\/en\/trains\/tren-del-ciment\/<\/a><\/p>\n<h4>Service 2: Mountain Resorts<\/h4>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/destins\/mountain-resorts\/\">https:\/\/www.turismefgc.cat\/en\/destins\/mountain-resorts\/<\/a><\/p>\n<p><strong>Bo\u00ed Ta\u00fcll <\/strong><a href=\"https:\/\/www.boitaull.cat\/en\/\">https:\/\/www.boitaull.cat\/en\/<\/a><\/p>\n<p><strong>Espot <\/strong><a href=\"https:\/\/www.espotesqui.cat\/en\/\">https:\/\/www.espotesqui.cat\/en\/<\/a><\/p>\n<p><strong>La Molina <\/strong><a href=\"https:\/\/www.lamolina.cat\/en\/\">https:\/\/www.lamolina.cat\/en\/<\/a><\/p>\n<p><strong>Port Ain\u00e9 <\/strong><a href=\"https:\/\/www.portaine.cat\/en\/\">https:\/\/www.portaine.cat\/en\/<\/a><\/p>\n<p><strong>Vall de N\u00faria <\/strong><a href=\"https:\/\/www.valldenuria.cat\/en\/\">https:\/\/www.valldenuria.cat\/en\/<\/a><\/p>\n<p><strong>Vallter <\/strong><a href=\"https:\/\/www.vallter.cat\/en\/\">https:\/\/www.vallter.cat\/en\/<\/a><\/p>\n<h4>Service 3: Montsec Astronomical Park<\/h4>\n<p><a href=\"https:\/\/parcastronomic.cat\/en\/\">https:\/\/parcastronomic.cat\/en\/<\/a><\/p>\n<h4>By phone and email<\/h4>\n<h4>Service 1: Tourist Trains<\/h4>\n<p>Email: info@turismefgc.cat<\/p>\n<p><strong>Montserrat rack railway and funiculars <\/strong>Phone: (+34) 93 252 14 80 Email: info@cremallerademontserrat.cat<\/p>\n<p><strong>Vall de N\u00faria Rack Railway <\/strong>Phone: (+34) 972 73 20 20 Email: valldenuria@valldenuria.cat<\/p>\n<p><strong>Cement Train <\/strong>Phone: (+34) 93 204 10 41 Email: reserves@ferrocarrilturistic.cat<\/p>\n<h4>Service 2: Mountain Resorts<\/h4>\n<p><strong>Bo\u00ed Ta\u00fcll <\/strong>Phone: (+34) 973 297 085 \/ Email: puntinfo@boitaull.cat<\/p>\n<p><strong>Espot <\/strong>Phone: (+34) 973 624 092 \/ Email: info@skipallars.cat<\/p>\n<p><strong>La Molina <\/strong>Phone: (+34) 972 89 20 31 \/ Email: lamolina@lamolina.cat<\/p>\n<p><strong>Port Ain\u00e9 <\/strong>Phone: (+34) 973 627 607 \/ Email: info@skipallars.cat<\/p>\n<p><strong>Vall de N\u00faria <\/strong>Phone: (+34) 972 73 20 20 \/ Email: valldenuria@valldenuria.cat<\/p>\n<p><strong>Vallter <\/strong>Phone: (+34) 972 136 057 \/ Email: info@vallter.cat<\/p>\n<h4>Service 3: Montsec Astronomical Park<\/h4>\n<p>Phone: (+34) 973 053 022 \/ Email: info@parcastronomic.cat<\/p>\n<h3>List of the main services provided<\/h3>\n<h4>Service 1: Tourist Trains<\/h4>\n<ul>\n<li>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 N\u00faria and the Cement Train.<\/li>\n<li>It\u2019s a service for all citizens<\/li>\n<li>Ascents and descents on the rack railways and funiculars.<\/li>\n<li>To use the service it\u2019s essential to purchase the corresponding transport ticket.<\/li>\n<\/ul>\n<h4>Service 2: FGC Turisme Mountain Resorts<\/h4>\n<ul>\n<li><span style=\"font-family: inherit;\">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: Bo\u00ed Ta\u00fcll, Espot Esqu\u00ed, La Molina, Port Ain\u00e9, Vall de N\u00faria and Vallter, with activities in winter and summer.<br \/>\n<\/span><\/li>\n<li><span style=\"font-family: inherit;\">It\u2019s a service for all citizens<br \/>\n<\/span><\/li>\n<li><span style=\"font-family: inherit;\">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.<br \/>\n<\/span><\/li>\n<li><span style=\"font-family: inherit;\">To use the service you must purchase the ski pass and the correspon\u0002ding ticket for the services directly managed by the resort.<\/span><\/li>\n<\/ul>\n<h4><span style=\"font-family: inherit;\">Service 3: Montsec Astronomical Park<\/span><\/h4>\n<ul>\n<li>The Astronomical Park is located in \u00c0ger (La Noguera) and it\u2019s a sky observation centre accredited by an International Starlight Award.<\/li>\n<li>It\u2019s a service for all citizens<\/li>\n<li>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.<\/li>\n<li>To use the service it\u2019s essential to purchase the corresponding ticket.<\/li>\n<\/ul>\n<h3>Applicable regulations<\/h3>\n<p><span style=\"font-family: inherit;\">The purchase conditions for users can be found at:<\/span><\/p>\n<h4><span style=\"font-family: inherit;\">Ski and Mountain Resorts<\/span><\/h4>\n<p><span style=\"font-family: inherit;\">Online purchase conditions<\/span><\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\"><span style=\"font-family: inherit;\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/span><\/a><\/p>\n<p><span style=\"font-family: inherit;\">Conditions for the sale and delivery of the season passes<\/span><\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/\"><span style=\"font-family: inherit;\">https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/<\/span><\/a><\/p>\n<p><span style=\"font-family: inherit;\">Conditions for use of day and multi-day ski passes<\/span><\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/ski-day-conditions-or-several-days\/\"><span style=\"font-family: inherit;\">https:\/\/www.turismefgc.cat\/en\/ski-day-conditions-or-several-days\/<\/span><\/a><\/p>\n<h4>Tourist Trains<\/h4>\n<p><strong>Vall de N\u00faria Rack Railway<\/strong><\/p>\n<p>Online purchase conditions<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<p>Terms and conditions of use<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/\">https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/<\/a><\/p>\n<p><strong>Tren del Ciment<\/strong><\/p>\n<p>Online purchase conditions<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<p>Terms and conditions of use<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/\">https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/<\/a><\/p>\n<p><strong>Montsec Astronomical Park<\/strong><\/p>\n<p>Online purchase conditions<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"compromisos\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_539f15ee\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_ecee29f9\"><span class=\"w-text-h\"><span class=\"w-text-value\">Our quality commitments<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>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.<\/p>\n<h3>Service 2: FGC Turisme Mountain Resorts<\/h3>\n<h4>Commitment 1: Keep the appropriate number of ski lifts operational at each resort<\/h4>\n<p>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.<\/p>\n<ul>\n<li>Service provision channel: in-person<\/li>\n<\/ul>\n<h3>Service 3: Montsec Astronomical Park<\/h3>\n<h4>Commitment 2: Provide professionals qualified in astronomy for guided tours<\/h4>\n<p>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.<\/p>\n<ul>\n<li>Service provision channel: in-person<\/li>\n<\/ul>\n<h4>Commitment 3: Maintain activity programmes continuously and properly<\/h4>\n<p>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.<\/p>\n<ul>\n<li>Service provision channel: in-person<\/li>\n<\/ul>\n<h3>All the services<\/h3>\n<h4>Commitment 4: Ensure that facilities are comfortable, safe, accessible, and suitable<\/h4>\n<p>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.<\/p>\n<ul>\n<li>Service provision channel: in-person<\/li>\n<\/ul>\n<h4>Commitment 5: Provide personalised in-person service<\/h4>\n<p>In-person service is delivered in a personalised manner, taking into account each user\u2019s 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 \u201ccustomer service\u201d item, which must be equal to or greater than 4.5, with a minimum performance threshold of 4.<\/p>\n<ul>\n<li>Service provision channel: in-person<\/li>\n<\/ul>\n<h4>Commitment 6: Offer an online service for purchasing transport fares and tickets<\/h4>\n<p>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 \u201conline booking and purchase\u201d item, which must be equal to or greater than 4.5, with a minimum performance threshold of 4.<\/p>\n<ul>\n<li>Service provision channel: online<\/li>\n<\/ul>\n<h4>Commitment 7: Reduce direct CO\u2082 emissions<\/h4>\n<p>Reduce environmental impact with measures such as decarbonisation (reducing direct CO\u2082 emissions), using renewable energies (more efficient equipment powered by renewable sources), and waste valorisation (aiming for \u201czero waste\u201d). 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:<\/p>\n<ul>\n<li>NET ZERO (2050 horizon)<\/li>\n<li>Over 80% of energy consumption from renewable sources (kWh)<\/li>\n<li>Over 50% of total waste valorised<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"drets\"><div class=\"l-section-overlay\" style=\"background:#ffffff\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_539f15ee\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_3f8582f4\"><span class=\"w-text-h\"><span class=\"w-text-value\">Rights and duties<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3>Specific rights of users of the services on the list<\/h3>\n<p>Users of FGC Turisme\u2019s services, as users of tourist services, enjoy the rights recognised in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=288384#1068273\">Law 13\/2002, of 21 June, on tourism in Catalonia<\/a>.<\/p>\n<p>Similarly, users of the tourist train service are generally recognised as having the rights included in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=453687#1076538\">Law 4\/2006, of 31 March, on railways<\/a>.<\/p>\n<p>Users of ski lifts for access to the mountain resorts have the rights and obligations recognised in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=296927#1173605\">Law 12\/2002, of 14 June, on cable transport<\/a>.<\/p>\n<p>Specifically, as recipients of the services included in the service charter, they have the following rights:<\/p>\n<h4>Service 1: Tourist Trains<\/h4>\n<p><strong>Vall de N\u00faria Rack Railway<\/strong><\/p>\n<p>Online purchase conditions:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<p>Terms and conditions of use:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/<\/a><\/p>\n<p><strong>Cement Train<\/strong><\/p>\n<p>Online purchase conditions:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<p>Terms and conditions of use:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/es\/condiciones-turistren\/<\/a><\/p>\n<h4>Service 2: Ski and Mountain Resorts<\/h4>\n<p>Online purchase conditions:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/conditions-online-shopping\/<\/a><\/p>\n<p>Conditions for sale and delivery of season passes:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/<\/a><\/p>\n<p>Conditions for use of day or multi-day passes:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/en\/ski-day-conditions-or-several-days\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/ski-day-conditions-or-several-days\/<\/a><\/p>\n<h4>Service 3: Montsec Astronomical Park<\/h4>\n<p>Online purchase conditions:<\/p>\n<p><a href=\"https:\/\/www.turismefgc.cat\/condicions-compra-online\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/condicions-compra-online\/<\/a><\/p>\n<h3>Compensation and reparation measures<\/h3>\n<p>In the event of a breach of the commitments included in the service charter, users can access the following compensation or reparation measures:<\/p>\n<ul>\n<li>The appropriate apology shall be sent.<\/li>\n<li>Explanations of the circumstances giving rise to the breach shall be provided, indicating the corrective measures to prevent recurrence.<\/li>\n<li>Alternatives shall be offered, if possible.<\/li>\n<li>Recognition of a breach of the commitments shall not necessarily result in the processing of a damage claim procedure.<\/li>\n<\/ul>\n<h3>Duties of users of the services on the list<\/h3>\n<p>Users of FGC Turisme\u2019s services, as users of tourist services, must comply with the duties recognised in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=288384#1068274\">Law 13\/2002, of 21 June, on tourism in Catalonia<\/a>.<\/p>\n<p>Users of the tourist train service must comply with the duties recognised in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=453687#1076539\">Law 4\/2006, of 31 March, on railways<\/a>.<\/p>\n<p>Users of ski lifts for access to the mountain resorts have the rights and obligations recognised in the <a href=\"https:\/\/portaljuridic.gencat.cat\/ca\/document-del-pjur\/?documentId=296927#1173605\">Law 12\/2002, of 14 June, on cable transport<\/a>.<\/p>\n<p>Moreover, users of the services provided by FGC Turisme must:<\/p>\n<ul>\n<li>Respect the personnel providing the service.<\/li>\n<li>Respect other users.<\/li>\n<li>Respect the order and service criteria established.<\/li>\n<li>Respect the service opening times.<\/li>\n<li>Respect the rules of use of the activity indicated on the websites and physically at each facility.<\/li>\n<li>Have the accreditation document (ticket, ski pass, etc.) for the provision of the service.<\/li>\n<li>Care for the mountains by:\n<ul>\n<li>Leaving the area as clean as they found it.<\/li>\n<li>Protecting the habitat of animals and plants living there.<\/li>\n<li>Separating and recycling waste as at home.<\/li>\n<li>Using reusable cups and bottles.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>These obligations, as well as the information on the conditions established for each service, can be consulted at:<\/p>\n<ul>\n<li><strong>Service 1: Tourist Trains:<\/strong> <a href=\"https:\/\/www.turismefgc.cat\/condicions-turistren\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/condicions-turistren\/<\/a><\/li>\n<li><strong>Service 2: Mountain Resorts:<\/strong> <a href=\"https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/condicions-venda-lliurament-forfets-de-temporada\/<\/a><\/li>\n<li><strong>Service 3: Montsec Astronomical Park:<\/strong> <a href=\"https:\/\/www.fgc.cat\/proces-compra-entrades-parc-astronomic-montsec\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.fgc.cat\/proces-compra-entrades-parc-astronomic-montsec\/<\/a><\/li>\n<\/ul>\n<h3>General rights of citizens vis-\u00e0-vis the public administration<\/h3>\n<p>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:<\/p>\n<p><a href=\"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\" target=\"_blank\" rel=\"noopener\">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<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"consultes\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_539f15ee\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_ecee29f9\"><span class=\"w-text-h\"><span class=\"w-text-value\">Queries, complaints and suggestions<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>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: <a href=\"https:\/\/web.gencat.cat\/en\/contacte\/index.html\" target=\"_blank\" rel=\"noopener\">https:\/\/web.gencat.cat\/en\/contacte\/index.html<\/a><\/p>\n<p>Additionally, users can find guidance and information on the services at: <a href=\"https:\/\/www.turismefgc.cat\/en\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/<\/a><\/p>\n<p>If they deem it necessary, users can submit a complaint or suggestion using the electronic form available at: <a href=\"https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1<\/a><\/p>\n<p>They can also use the paper form available at any office, or printable from <a href=\"https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1<\/a>. The paper form can be submitted at any of the information points mentioned above.<\/p>\n<p>Users wishing to submit a complaint or suggestion may do so:<\/p>\n<ul>\n<li>Remotely, via the contact mailbox form: <a href=\"https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1\" target=\"_blank\" rel=\"noopener\">https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1<\/a><\/li>\n<li>In person, at the address<a href=\"https:\/\/web.gencat.cat\/ca\/generalitat\/com-ens-organitzem\/adreces-i-telefons\/detall-adreces-i-telefons?objectID=3608\" target=\"_blank\" rel=\"noopener noreferrer\"> provided<\/a>.<\/li>\n<li>By post, addressed to the head office of FGC Turisme:<br \/>\nCarrer dels Verg\u00f3s, 44<br \/>\n08017 Barcelona<\/li>\n<\/ul>\n<p>Queries, complaints and suggestions shall be resolved by the heads of each operation, who are responsible for handling complaints and suggestions within their area.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row us_custom_d392eac1 height_medium\" id=\"seguiment\"><div class=\"l-section-overlay\" style=\"background:#ffffff\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"g-cols wpb_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner us_custom_539f15ee\"><div class=\"wpb_wrapper\"><h2 class=\"w-text us_custom_3f8582f4\"><span class=\"w-text-h\"><span class=\"w-text-value\">Monitoring and evaluation of the list<\/span><\/span><\/h2><\/div><\/div><\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>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 \u00ab<a href=\"#drets\">5. Rights and duties<\/a>\u00bb.<\/p>\n<p><!-- Commitment 1 --><\/p>\n<h4>Commitment 1 &#8211; Keep the appropriate number of ski lifts opera\u0002tional at each of the mountain resorts, taking into account the weather conditions and the state of the skiable surface.<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Percentage of daily availability of ski lifts<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>Service 2: FGC Turisme Mountain Resorts<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Proportion<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Ski lifts in operation<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>Equal to or greater than 93.5% of journeys<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>93.5% of journeys<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Data taken from the ATEN operation management tool at the mountain resorts<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Annual<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Extraction of the data from the operational logs of each of the stations<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 2 --><\/p>\n<h4>Commitment 2 &#8211; Provide professionals qualified in<br \/>\nastronomy for the guided tours<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Number of astronomers who act as guides for each guided tour<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>Number of astronomer\/s per guided tour<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>Service 3: Montsec Astronomical Park<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Tally<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>People<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>1 person<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>1 person<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Personnel CVs<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>In accordance with needs<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Personnel selection<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 3 --><\/p>\n<h4>Commitment 3 &#8211; Maintain the activity programmes in<br \/>\ncontinuous and proper operation.<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Percentage of activities carried out compared to those scheduled<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>Percentage of activities carried out compared to those scheduled<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>Service 3: Montsec Astronomical Park<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Proportion<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Percentage<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>Equal to or greater than 98% of activities<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>95% of activities<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Euromus Museum Management software<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Daily<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Digitally, via mobile phone<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 4 --><\/p>\n<h4>Commitment 4 &#8211; Ensure facilities are comfortable, safe, accessible, and suitable for users<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Quality of the tangible physical elements (appearance and organisation of the facilities)<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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 \u201chighly dissatisfied\u201d and 5 is \u201chighly satisfied\u201d.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Average<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Qualification<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>A rating equal to or greater than 4.0<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>3.5 rating<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Satisfaction surveys<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Two reviews per year<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Tabulation of data by season using the established software<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 5 --><\/p>\n<h4>Commitment 5 &#8211; Provide personalized in-person care<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Quality of the care<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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 \u201chighly dissatisfied\u201d and 5 is \u201chighly satisfied\u201d.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Average<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Qualification<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>A rating equal to or greater than 4.5<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>4.0 rating<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Satisfaction surveys<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Two reviews per year<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Tabulation of data by season using the established software<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 6 --><\/p>\n<h4>Commitment 6 &#8211; Provide an adequate online service for purchasing tickets<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Average rating of users replying to the question about satisfaction with online ticket purchases in the satisfaction surveys.<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>This measures the average rating in the surveys on satisfaction with FGC Turisme\u2019s services, on a scale from 1 to 5, on which 1 is \u201chighly dissatisfied\u201d and 5 is \u201chighly satisfied\u201d, in the following items:<\/p>\n<ul>\n<li>Online ticket purchases (Astronomical Park)<\/li>\n<li>Online ticket purchases (Tourist Trains)<\/li>\n<li>Online purchases and topping-up of tickets\/ski passes on the website (Summer and Winter Mountain Resorts)<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>Online<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Average<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Qualification<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>A rating equal to or greater than 4.5<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>4.0 rating<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Satisfaction surveys<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Two reviews per year<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Tabulation of data by season using the established software<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 7 --><\/p>\n<h4>Commitment 7 &#8211; Reduce direct CO\u2082 emissions<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Direct greenhouse gas (GHG) emissions resulting from FGC\u2019s activity<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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 CO\u2082 saved, according to the data published by the Climate Change Office.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Proportion<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>tCO\u2082 eq<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>NET ZERO (horizon 2050)<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>tCO\u2082 eq lower than the previous measurement<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Study of the CO\u2082 footprint and internal monitoring<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Annual<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Analysis by means of a verified study generated by external consultancy<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 8 --><\/p>\n<h4>Commitment 8 &#8211; Reduce acoustic impact and noise pollution<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>KWh of renewable energy supplied with the incorporation of new equipment<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Proportion<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>KWh of renewable energy<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>Equal to or greater than 80% kWh of renewable energy<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>60% kWh of renewable energy<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>FGC Turisme consumption indicator platform<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Annual<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Annual summary and evaluation by means of annual management review reports<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Commitment 9 --><\/p>\n<h4>Commitment 9 &#8211; Ensure user safety<\/h4>\n<table class=\"tabla-compromis\">\n<tbody>\n<tr>\n<th class=\"tabla-compromis-verde\">Indicator<\/th>\n<td>Tonnes of waste generated that can be recovered<\/td>\n<\/tr>\n<tr>\n<th>Description<\/th>\n<td>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.<\/td>\n<\/tr>\n<tr>\n<th>Linked service<\/th>\n<td>All<\/td>\n<\/tr>\n<tr>\n<th>Provision channel<\/th>\n<td>In-person<\/td>\n<\/tr>\n<tr>\n<th>Calculation method<\/th>\n<td>Proportion<\/td>\n<\/tr>\n<tr>\n<th>Unit of measurement<\/th>\n<td>Tonnes of waste recovered<\/td>\n<\/tr>\n<tr>\n<th>Quality objective<\/th>\n<td>Equal to or greater than 50% of tonnes<\/td>\n<\/tr>\n<tr>\n<th>Compliance threshold<\/th>\n<td>45% of tonnes<\/td>\n<\/tr>\n<tr>\n<th>Information source<\/th>\n<td>Annual waste declaration<\/td>\n<\/tr>\n<tr>\n<th>Frequency<\/th>\n<td>Annual<\/td>\n<\/tr>\n<tr>\n<th>Evaluation instrument<\/th>\n<td>Annual summary and evaluation by means of annual management review reports<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3>Evaluation of the list and degree of fulfil- ment of the commitments<\/h3>\n<p>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.<\/p>\n<p>These two multi-site systems allow for FGC Turisme\u2019s 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.<\/p>\n<p>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.<\/p>\n<h3>Help us to improve<\/h3>\n<p>We provide users with different channels to enable them to cooperate and participate:<\/p>\n<ul>\n<li><strong>Satisfaction survey. Average satisfaction with the service received.<\/strong>\n<ul>\n<li><strong>Tourist Trains:<\/strong><a href=\"https:\/\/survey.reviewpro.com\/feedback\/survey\/YPE0Tk5z9wwHJ0nJ\" target=\"_blank\" rel=\"noopener\"> https:\/\/survey.reviewpro.com\/feedback\/survey\/YPE0Tk5z9wwHJ0nJ<br \/>\n<\/a><\/li>\n<li><strong>Summer Mountain Resorts:<\/strong><a href=\"https:\/\/survey.reviewpro.com\/feedback\/survey\/YO2UJlph5XHPE6O1\" target=\"_blank\" rel=\"noopener\"> https:\/\/survey.reviewpro.com\/feedback\/survey\/YO2UJlph5XHPE6O1<br \/>\n<\/a><\/li>\n<li><strong>Winter Mountain Resorts:<\/strong><a href=\"https:\/\/survey.reviewpro.com\/feedback\/survey\/X-IDgMFK31G7JTk2\" target=\"_blank\" rel=\"noopener\"> https:\/\/survey.reviewpro.com\/feedback\/survey\/X-IDgMFK31G7JTk2<br \/>\n<\/a><\/li>\n<li><strong>Montsec Astronomical Park:<\/strong><a href=\"https:\/\/survey.reviewpro.com\/feedback\/survey\/ZLlaKVT5GREINd_g\" target=\"_blank\" rel=\"noopener\"> https:\/\/survey.reviewpro.com\/feedback\/survey\/ZLlaKVT5GREINd_g<br \/>\n<\/a><\/li>\n<\/ul>\n<\/li>\n<li><strong>Queries, information and suggestions form:<\/strong><a href=\"https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1\" target=\"_blank\" rel=\"noopener\"> https:\/\/www.turismefgc.cat\/en\/communications\/contact\/?web=1<br \/>\n<\/a><\/li>\n<li><strong>Participatory budgets:<\/strong><a href=\"https:\/\/participa.gencat.cat\/processes\/pressupostosparticipatiusFGC2025?locale=en\" target=\"_blank\" rel=\"noopener\"> https:\/\/participa.gencat.cat\/processes\/pressupostosparticipatiusFGC2025?locale=en<br \/>\n<\/a><\/li>\n<li><strong>Social media:<\/strong> <a href=\"https:\/\/x.com\/FGCcorporatiu\">X Corporate<\/a>, <a href=\"https:\/\/x.com\/snowlamolina\">X La Molina<\/a>, <a href=\"https:\/\/x.com\/valldenuria\">X Vall de N\u00faria<\/a>, <a href=\"https:\/\/x.com\/port_aine\">X Port Ain\u00e9<\/a>, <a href=\"https:\/\/x.com\/vallter2000\">X Vallter<\/a>, <a href=\"https:\/\/x.com\/boi_taull\">X Bo\u00ed Ta\u00fcll<\/a>, <a href=\"https:\/\/x.com\/turistren_fgc\">Turistren<\/a>, <a href=\"https:\/\/x.com\/parcastronomic\">Montsec Astronomical Park<\/a><\/li>\n<\/ul>\n<p>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.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"List of services FGC TurismeThe list of services presented below includes the management services of FGC Turisme\u2019s mountain resorts, the Montsec Astronomical Park, and FGC Turisme\u2019s Tourist Trains, as well as the quality commitments and the channels that are available for submitting your suggestions and complaints. This service charter was approved by Resolution TER\/4800\/2025, dated...","protected":false},"author":88,"featured_media":0,"parent":58150,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-56905","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>List of services FGC Turisme - Ferrocarrils de la Generalitat de Catalunya<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fgc.cat\/en\/customer-service\/lists-of-services\/list-of-services-fgc-turisme\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"List of services FGC Turisme\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.fgc.cat\/en\/customer-service\/lists-of-services\/list-of-services-fgc-turisme\/\" \/>\n<meta property=\"og:site_name\" content=\"Ferrocarrils de la Generalitat de Catalunya\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/fgcferrocarrils\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-20T12:32:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.fgc.cat\/wp-content\/uploads\/2020\/06\/MONISTROL-MONTSERRAT-FGC-003-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"3300\" \/>\n\t<meta property=\"og:image:height\" content=\"2200\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@FGC\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"22 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.fgc.cat\\\/en\\\/customer-service\\\/lists-of-services\\\/list-of-services-fgc-turisme\\\/\",\"url\":\"https:\\\/\\\/www.fgc.cat\\\/en\\\/customer-service\\\/lists-of-services\\\/list-of-services-fgc-turisme\\\/\",\"name\":\"List of services FGC Turisme - 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