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This procedure aims to describe the transportation of passengers to ensure both their service and satisfaction as well as their safety during transportation.
Passenger pickup is done from predetermined points as defined and communicated with the consent of the Ministry of Transport, Communications, and Works as the contracting authority. In case of a route change from the predetermined one due to an emergency event (road closure due to an accident, event, etc.) or due to scheduled works, a route redesign is carried out by the Telematics team (Detour). For every detour, the relevant department is informed, the change is justified, and the duration is specified. The ticket fare is imposed upon boarding into the telematics system, either by the bus driver for a single or daily ticket or by validation in the telematics system by the passenger. The cards are issued with various options, such as time periods or number of routes. Cards are also issued at EMEL sales points. Additionally, smart cards (motion) that allow multiple uses and can be recharged are issued at sales points. In the event of any incident involving a driver or passenger, EMEL is immediately informed via the toll-free number 80004080, activating the incident management process, non-compliance, and corrective actions.
Student transportation is done either with regular routes or with special school routes that serve areas within the school district they fall under.
To ensure passenger safety, both drivers and transport vehicles undergo an evaluation process.
The quality of the service is documented with inspections by a trained individual (inspector) of the company to ensure the safety and quality of the provided services.
The driver is responsible for the vehicle’s inspection.
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