It has been a very hard month. The virus is cruel and the disease has manifested itself in a very crude way. Prudence and security are words that we will definitely incorporate into our routine. And so we will have to continue each and everyone, for the common good.
The message that I want to send you today, with the utmost confidence, is that of tranquility. Renfe launched a campaign, weeks ago, that we called “there is light at the end of the tunnel.” And so, with civic and responsible behavior, we have shown that we are capable of overcoming difficult moments and seeing the light.
During all this time, since the first declaration of the State of Alarm, from Renfe we have wanted to be with you, very present. At that time, our first thought was for our customers who, like you, trust the train. Since last March 14, at Renfe we have canceled almost 900,000 train tickets and, most importantly, we have returned to everyone the amount they paid. It has been a deployment unknown to date and an immense job for our entire team of professionals.
Meeting and solving almost a million transportation needs in such a short time is something that very few transportation companies have done. At Renfe we made the decision, we put the means and the work of our professionals and we have made it possible. This measure, which demonstrates our commitment to you and to all the train customers, has been recognized by the Spanish Monitor of Corporate Reputation (MERCO), which has given Renfe recognition as the ‘most committed company in the passenger transport sector during the pandemic’. We are very proud to have made it possible and to have been able to take so much care of our commitment to our clients.
As I said before, we already see the light at the end of the tunnel. Our work has not been interrupted since that first Statement of Alarm Status. Trains have continued to circulate daily on all lines. We have accompanied this effort with a project that we have called ‘Safe Train’, a project whose foundations are rigorous protocols that will make your trip a safe and reliable journey. Our work covers all the processes of the journey, from boarding, to staying on the train itself and disembarking. Everything follows strict cleaning, disinfection and security protocols, protocols that have been certified by AENOR for your peace of mind and trust and for which we use the best disinfecting agents and the highest cleaning and disinfection technology.
The use of products of the highest hygienic quality, the regeneration of the air – every 7 minutes – in the passenger lounges, the provision of wipes and gels for customers … they are some of the many initiatives that we have launched. I could detail each and every one of the protocols that we implement every day and with each trip of a train. They are many and very detailed. I will not dwell on all of them. You can check a summary HERE. Rest assured that at Renfe we are working to make the train the safest mode of transport.
“Today is the first day of the rest of your life.” This phrase, attributed to several authors, is in itself a true reality. For this reason, I want to briefly comment on what we are going to do from today so that you continue to trust the train, because for this means of transport it is the first day of a new way of conceiving transport and turning it into a world of services for persons.
Of course, we will continue to maintain all the tension in those protocols that I have detailed. But there is more: from Monday 22, we increased the offer of trains and seats by 50%. And we will continue to be vigilant to adapt our offer to the demand when it evolves, so that, whatever happens, the train will never miss you and think of it as your best transportation option, the safest means and, of course, the most respectful with the environment. In fact, every time you buy a ticket you can check your carbon footprint, lower than that of any other means.
At Renfe we work so that you continue to trust us, because we want you to find a safe environment every time you approach the train, because we want you to see Renfe and its professionals someone who will always be close to you.
See you on your next train trip.
Xmove CEO
Nico Young
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