QUALITY REPORT

The following points are dealt with in the Quality Report:

1. Information and Tickets
2. Punctuality of trains and general principles in case of traffic disturbances
3. Train cancellations
4. Cleaning of rolling stock and stations (air quality in carriages, hygiene of sanitary facilities, etc.)
5. Customer satisfaction survey
6. Complaints and refunds for non-compliance with service quality standards
7. Assistance provided to disabled persons and persons with reduced mobility