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Customer service charter

Our guiding principle for operating Green Line 3 is to Think Like a Passenger and our aim is to deliver safe, reliable and clean services that provides the best possible travelling experience, contributes to the economic sustainability of our region and strengthens our local communities. This charter describes our commitments based on what you’ve told us is important.

 

Our commitment to you


We are accountable to you to provide the information you need for your journey, to maintain a safe, clean and comfortable travelling environment, to provide a high quality customer service and a reliable service accessible to everyone.

 

Your satisfaction is our priority


We put your evolving needs and expectations at the heart of everything we do. Our customer service staff is available, attentive and always ready to help you and make your travel pleasant. We are continually looking and listening for ways to improve how we deliver our service to satisfy and exceed your expectations. We will measure our progress regularly and report to you. 

 

Your feedback is important to us


We are keen on hearing from you to meet and exceed your expectations. We invite you to submit a feedback about all aspects of the service including this charter which is yours:

Online

  • Visit Mobility Cairo website, www.mobilitycairo.com
  • Send your request through here https://www.mobilitycairo.com/en/help-contact/journey-problems
  • Subscribe our Facebook page @MobilityCairo on Mobility Cairo website

Phone

  • Call 19549, between the hours of 8am and 10pm 7 days a week

Visit information desks

  • in Adly Mansour, EL Shams Club, Heliopolis and Abbasia stations

 

ON-TIME TRAINS


timer

You expect to control your journey time and be able to rely on punctual trains to travel.

We commit to deliver all scheduled services on time within 5 minutes.

Our key actions to achieve this goal are:
  • Maintaining the trains to high standards to improve assets’ resilience.
  • Raising staff awareness about punctuality: every second counts!
  • Providing our staff with resources to improve time-keeping.
  • Analyzing journey times for timetabling improvements.

How you can help us:

  • Ensuring you’re ready to board or depart your train prior to the scheduled time of departure or arrival at your destination.
  • Spreading all along the platform for ease of boarding and on-time departure.

 

SAFETY


hazard

You expect to use safe services and to travel in a secure environment.

We commit to provide a service that keeps you safe and secure.

This is achieved by: 
  • Meeting all legislative and operational requirements for excellence in safety.
  • Delivering an encompassing risk management focus and framework.
  • Our people are trained in safety and evacuation procedures and in managing disruptive behavior.
  • CCTV cameras are deployed in all stations.
  • All stations are equipped with a passenger duress alarm.
  • Accredited security guards are present every day at all time, and during busy events, to reinforce your personal security.

How you can help us:

  • Staying away from platform edge until train has come to a complete stop.
  • Once on-board stand clear of the train doors.
  • Follow the instructions of RD Mobility Cairo crew at all times.

 

CLEANLINESS & COMFORT


seating

You expect to travel in pleasant and comfortable conditions.

We commit to deliver a clean and comfortable travelling environment in stations and on-board; and to manage crowding to make your experience very pleasant.

This is achieved by:
  • Applying high standards through our planned cleaning approach.
  • Doing a deep reconditioning of the assets each 60 days, we do a standard clean once a day, and we do a little pick each time the train arrives at a terminus.
  • Adapting our train consist to your needs through the day to ensure to maximize availability of seating during peak hours.
  • Endeavoring to maintain the air conditioning to satisfy your expectations irrespective of the seasons.
  • Keeping monitoring the condition of our assets.

How you can help us:

  • Use contact channels to report to us any cleanliness or maintenance issue.
  • Using the train consist information to spread along the platform to get a seat.
  • Keeping your travel environment clean by taking all rubbish with you.

CUSTOMER CARE 


customer care

You expect a consistently welcoming, professional and knowledgeable service.

We commit to treat you with respect and to provide friendly and courteous service. We ensure that all our staff is properly groomed, attentive and responsive to your needs anytime.

This is achieved by:
  • Developing targeted and on-going training programs to ensure our staff is multi-skilled, proactive, and adopt a welcoming, enthusiastic attitude.
  • All our personnel wear a clean and tidy uniform.
  • Maximizing the numbers of touch points to collect your feedbacks and minimizing the delay to respond to you and take any necessary action to resolve your complaints within 5 business days.
  • Keeping your lost property during two weeks.

How you can help us:

  • Sharing with us all relevant information to respond to your queries or complaints.
  • Treat our staff in the way you’re expecting to be treated.

 

INFORMATION


information

You expect to be informed from your travel preperation to your final destination.

We commit to provide accurate and up-to-date information in timely manner at each step of your journey to ensure the most seamless experience, particularly when there are schedule changes or disruptions that affect your journey. Passenger information help you to know where you’re going, how you’ll get there, how long it will take and what forms of transport you will use to arrive at your destination.

Key channels to keep you informed at all times:
  • Our personnel welcomes you and informs you. We ensure each of our service has at least one staff on-board throughout the duration of the journey, knowledgeable and prepared to offer information.
  • Service updates, fare and timetable information are available on Mobility Cairo website, Mobility Cairo mobile application and calling 19549 Call Center.
  • Timetables and network maps throughout the network help you to find your way easily.
  • Electronic signs in stations provide real-time information about next departures.
  • Electronic-signs in-vehicles keep you informed about the next station and the destination.
Key channels to keep you informed in the event of planned disruptions:
  • Posters with full details – including alternative transport arrangements – at least four weeks prior to disruption.
  • Scrolling messages on RTI screens in stations.
  • Announcements on-board and in stations.
  • Full details of the planned disruption on Mobility Cairo website.
In the event of unplanned disruptions:
  • We will tell you what happened, how long the delay is likely to be and alternative travel options
  • You can get these updates, within XX minutes, on Mobility Cairo website, from announcements on trains and at staffed stations, from our staff at attended stations, via email or alerts on your phone.

How you can help us:

  • Paying attention to passenger information displayed through the different channels.
  • Asking questions to our frontline staff.
  • Subscribing to receive service alerts and useful information about services via Facebook, email or WhatsApp.

 

ACCESSIBILITY


disability

You expect to easily access our services.

We commit to provide additional assistance if you have specific needs and mobility impairments, and we work at making our services accessible to all. Our goal is to remove any barrier to use Public Transport, promoting mobility for everyone with the same level of services.

This is achieved by:
  • Every carriage of our trains has a low floor area to accommodate wheelchairs and mobility scooters. New trains have designated wheelchair/mobility scooter areas with securing belts.
  • Public announcements in staffed stations and on-board for visual impairments.
  • Ensuring our staff is trained to be always attentive to your needs and provide assistance in stations that are manned and during your travel time.
  • We provide a new service to help people in need to travel in the best conditions. You can find information in the Assisted Travel section on Mobility Cairo website.

Accessibility enhancement is a shared concern:

  • Offering assistance to people who may need help.
  • Never hesitating to ask for assistance, your comfort is our priority.