CHARTER OF SERVICES

In addition to the service indicators and applied methods used for quality measurement, a series of our commitments to our clients is listed below. We consider these to be essential in attaining our most important aim; offering a passenger transport service with the highest levels of quality possible.

1. ADVANCED BOOKING
Using the 'Online Sales' option on the www.sagales.com, on those services that permit such (where there are no intermediate stops and no possibility of travelling standing), our customers can now purchase their ticket 24 hours or more before their journey.

2. AVAILABILITY OF ADAPTED VEHICLES
Use the "Search for your Route" option thoseon the aforementioned website, www.sagales.com, where we provide information on the services that run from the origin to the destination selected. Specifications are provided on vehicles adapted for disabled clients. A contact telephone number is provided for vehicles with partial adaptation to confirm schedule availability.

77.6% of the services run by Sagalés have facilities for people with reduced mobility, as part of the company’s commitment to make these facilities available to users as much as possible.

3. INFORMATION ON THE INTERNET
Our website www.sagales.com provides the following updated information:

  • Timetables (or service frequency) and stops on the routes of all our services, through the "Search for you Route" option".
  • Alterations to programmed services due to abnormal situations (roadworks, events, etc.).
  • Current prices, as well as information on the validity of each ticket.
  • Rights and responsibilities on the bus, including the age from which payment is required and other information for passengers.

Using the Contact option on this page, customers can send us their suggestions, complaints and claims; to which we replies respond within 30 calendar days.


4. SERVICE DELAY POLICY
With respect to complaints or claims regarding delays, we undertake those verifications necessary to determine if problems were the result of traffic, due to circumstances beyond our control, or otherwise. This allows us to provide appropriate explanations and where applicable, apologise to affected customers.

5. TICKET PURCHASES
For the purchase of a single ticket on board the vehicle, only cash payment is accepted with a value of up to €20.

Ticket offices accept cash payments for ticket purchases (assistants may only accept bills for an amount immediately above that of the purchase) and payment by credit/debit card ( those cards are detailed at the ticket office and provided that the operation can be authorised electronically).

The offer of tickets adapted to certain customer groups (with respect to age, etc.) and/or demand periods (multi-journey, monthly, etc.), together with information on prices, in Section 3, can be found at www.sagales.com.

6 & 7. THE AGE OF OUR FLEET
On the publication date of this service charter, the average age of vehicles in our fleet that normally provide regular services is less than 9 years, with 83% less than 15 years old.

8. ENVIRONMENTAL MANAGEMENT SYSTEM
We have an integrated management system for road transport of passengers, the environmental aspect of which is certified in accordance with the ISO 14001 and ISO 50001 standards, as well as voluntary agreements of the Government of Catalonia’s climate change office, environmental quality labels and carbon footprint verifications in accordance with ISO 14064-1, for some of the Sagalés Group’s companies and lines.

The data provided in this charter of services are from 2022 and apply to the Sagalés Group’s entire fleet of vehicles.