Quality in Public Transport

EN 13816 on Public Passenger Transport provides guidelines for operators to make quality commitments in the provision of their service, in order to meet the expectations of their customers

Quality transport

Public transport, a fundamental service in our society, is one of the activities most directly related to the quality of life of citizens. The standard UNE-EN 13816:2003 on public passenger transport provides guidelines for operators to make quality commitments in the provision of their service, in order to meet the expectations of their customers. Quality commitments must be made in eight areas: time, comfort, information, accessibility, safety, service offered, customer service and environmental impact.

For a public transport offer to be competitive against other possible alternatives, it is essential to respond regularly to these demands and to transmit it with conviction. Thus, the transport operating company will be able to improve its service provision, in addition to improving the perception that users have of it.

Benefits for your company:

  • It is becoming an essential requirement to access many public tenders.

  • Greater confidence of users in the transport service.

  • Provision of a controlled service, allowing cost savings and facilitating continuous improvement.

Benefits for customers:

  • Demonstrates your commitment to the customer by measuring, tracking, and improving referral service.

  • The transportation service is oriented to the satisfaction of the passenger.

Passenger Transport UNE-EN 13816

The certification of public passenger transport guarantees a safe, efficient and sustainable service, improving quality and user satisfaction, while optimizing transport operations and management for the benefit of the community.

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Sectors and experience of the Certification

Related Industries

Certification to the EN 13816 standard for Public Passenger Transport is open to all modes of transport, including:

  • Public passenger transport by metro.

  • Public passenger transport by city bus.

  • Public passenger transport by cable rail (funicular).

  • Public passenger transport by rail in the vicinity of population centres and areas of influence.

  • Public passenger transport by tram and light rail.

  • Public passenger transport in regular transport for special use (school, employee, discretionary,...).

  • Public passenger transport in regular general use road transport (commuter, regional and long distance).

  • Public passenger transport by boat (ferries, tourist boats...).

  • Public passenger transport by plane.

  • Public passenger transport for Bicycle Rental Services.

Our experience

The AENOR Service Mark certified in accordance with the UNE-EN 13816 Standard has experienced a notable increase in the number of certificates in recent years, reaching more than 280 certificates issued. This situation has been motivated not only by the growing importance that the Public Administration attaches to the transport sector in general and passenger transport in particular, but also by the interest of transport service operators in improving and modernising their services.

Integration with other systems

Due to its structure, based on the establishment of a reference service, the Passenger Transport certification is compatible with other management systems such as ISO 9001, ISO 14001 and ISO 45001, as well as with the certification of Service Charters.