European Quality Certification awarded to TRAM service connecting Benidorm and Denia
Alicante's TRAM Line 9 Receives UNE-EN 13816 European Quality Standard Certification
After a long suspension due to safety concerns, Alicante's TRAM Line 9 resumed running to Denia in January 2023. The Line 9, which connects the city with its metropolitan area and nearby cities, has now joined 15 other lines operated by Ferrocarrils de la Generalitat Valenciana (FGV) in receiving the UNE-EN 13816 European Quality Standard certificate.
The UNE-EN 13816 standard is designed for public passenger transport and evaluates the quality of services offered to improve customer satisfaction. It focuses on improving service quality by understanding user needs and expectations, while optimising available resources to enhance passenger satisfaction. The standard covers aspects such as service availability, accessibility, information and customer relations, service comfort and safety, and environmental impact.
FGV began certifying its lines back in 2005 with lines 3 and 5, gradually adding more since then. The process involves evaluating customer expectations, legal and technical requirements, current quality levels, and areas needing improvement. Clear objectives are then set, corrective actions carried out, and a plan developed to continuously raise quality standards.
The Line 9's modernization process involved investments of over €150 million in recent years. Further work was carried out on viaducts and other key structures along the Line 9 route after its reopening. TRAM d'Alicante's network, which includes light metro, tram, and train-tram lines, covers around 140 kilometres and has 67 stations spread across six main lines.
The UNE-EN 13816 certification covers 10 metro and tram lines in Metrovalencia and six tram, train-tram, and conventional train lines in Alicante. By providing a structured framework for evaluating these dimensions, the standard enables transport providers to assess, monitor, and continuously improve their service performance to meet passenger expectations more reliably.
Through standardized measurement and management of service quality, UNE-EN 13816 helps improve customer satisfaction, operational efficiency, and overall service reliability in public passenger transport systems. It establishes clear benchmarks for quality improvements, facilitating transparency and accountability in service delivery, which ultimately leads to enhanced trust and attractiveness of public transport to users.
This standard is widely applied across European transport services to promote harmonized quality levels, enabling better comparability between operators and fostering a user-focused approach to quality management in public transport. The Line 9 of Alicante's TRAM service is now a shining example of this commitment to quality and customer satisfaction.
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The Line 9 of Alicante's TRAM service, having received the UNE-EN 13816 European Quality Standard certificate, now joins other lines in the industry to provide quality finance by investing over €150 million in its modernization. As the TRAM Line 9 operates in the transportation sector, it follows the UNE-EN 13816 standard which focuses on improving service quality, including service comfort, safety, and environmental impact, to attract more passengers and boost overall satisfaction.
