The aim is to provide a more respectful, appropriate and comprehensive service     

With the aim of continuing to improve the service it provides to the public, the EMTF offers its drivers specialised training to ensure better, more respectful, appropriate and comprehensive customer service, particularly for older people, people with disabilities, the LGBTI community and women who have been victims of sexual abuse or assault, amongst others.    

The course on ‘Inclusive and Accessible Service in Public Transport’ is compulsory for staff; it will take place throughout May and is being run in collaboration with the departments for the Elderly and Equality.  

Staff will be provided with knowledge and tools to understand the diversity among users, helping them to empathise with and become aware of their specific circumstances. In the case of older people and those with disabilities, the course will explore the physical and cognitive changes that may affect these groups and the challenges they face. 

They will also be trained on how to respond to situations of harassment or sexist aggression on public transport, including how to spot warning signs as a preventive measure, and how to intervene in the most appropriate and safe manner in such situations. They will also receive guidance on how to support a victim. 

Furthermore, the sessions will cover general concepts regarding gender diversity and sexual identity, providing information on LGBTI rights legislation, the use of appropriate language, and how to handle potential errors in customer service. 

Drivers will learn how to handle complex situations and improve verbal and non-verbal communication, thereby reducing the number of incidents that may occur.
The methodology is both theoretical and practical and includes role-play, where they will take on the role of passengers as well as real-life examples that have occurred on public transport.  

Mónica Sebastián, Councillor for Mobility, explained that the aim of Fuenlabrada’s municipal transport company with this course is “to continue improving the quality of the service we provide to the public, as well as to reinforce our commitment to adequate and inclusive public transport, equipping staff with practical tools to offer appropriate service to all users”.