Carris Metropolitana is committed to ensuring clear and accessible communication for all passengers. By combining digital and physical media, information reaches the public in a timely manner, adapting to different habits and levels of technological familiarity. The integration of real-time data into the main mobility platforms and the expansion of Public Information Panels reinforce this strategy. Furthermore, continuous monitoring of the effectiveness of these channels allows for adjustments and improvements to the information experience on a daily basis.

The Carris Metropolitana transport network is constantly adapting to ensure an efficient service that aligns with passengers' needs. Through rigorous monitoring and demand pattern analysis, strategic adjustments are made to timetables and routes to optimise operations. In 2024, 1,900 improvements were implemented in the network, enhancing service quality. Additionally, signage and organisation at terminals are being reviewed to improve passengers' travel and orientation experience.

To ensure efficient management tailored to the real needs of the population, Carris Metropolitana has developed a detailed and georeferenced database of all stops in the network. In addition to mapping, constant assessments are carried out to identify improvement opportunities, such as relocating stops or creating new infrastructure. These actions are undertaken in collaboration with municipalities, ensuring that each intervention contributes to a safer and more comfortable service for all users.

Carris Metropolitana's fleet has been renewed to ensure modern, safe, and comfortable vehicles, with an average age of less than three years. However, to meet the different operational needs and comply with the safety requirements of the Highway Code, a dynamic fleet management approach is essential, along with drivers who receive continuous training to handle operational challenges. Additionally, rigorous maintenance and cleaning ensure a more comfortable experience for passengers, while awareness campaigns help combat vandalism and preserve vehicle quality.

Carris Metropolitana provides various contact channels, including email, an online form, a call centre, and in-person assistance at 'navegante' service points. Active listening to passengers, combined with audits and real-time monitoring, enables continuous service adjustments and improvements. Additionally, drivers, a key part of operations, receive continuous training to ensure high-quality customer service, with a focus on safety and accessibility.