Metro de Lisboa - Problems with the metro saldanha

File Nr. 153066
PQ Nr. 120982124

Dear Madam,

Indeed, to prevent situations such as the one described, train door opening and closing operations are always preceded by audible and visual warnings, alerting passengers to the imminent closure. For this reason, passengers should not exit or enter after these warnings have begun, to ensure their safety and the safety of their belongings.

On the other hand, the dwell time at stations is quantified and is an integral part of the total journey time. Adherence to this dwell time is crucial to maintaining regularity and commercial speed standards. Consequently, a dwell time that extends beyond the parameterized time at a particular station will result in an overall delay in subsequent circulation, since the ML operates in a closed circuit. Furthermore, once the departure command has been given and the audible and visual signals emitted, the driver must initiate the departure, unless they detect any occurrence.

Thus, the complexity of the transportation system and safety regulations require us to balance various needs, namely the safety of passengers and the need to maintain regular schedules. We understand your frustration and acknowledge that there is still much to be done.

Therefore, your experience will be carefully analyzed so that we can identify and correct any shortcomings to prevent similar situations from occurring in the future.

Aware that we have not met your expectations for service delivery, we cannot fail to offer our sincere apologies.

We appreciate and value your feedback, which allows us to obtain a direct view of the service we provide and gives us the opportunity to analyze possible improvements.

Sincerely,

N. Martins
Complaint Management