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Public Transport Quality
UNE-EN 13816 Certification of Public Transport Service

Public Transport Quality

Public Transport Quality

High-quality transport

Public transport, a fundamental service in our society, is one of the most directly related activities to people's quality of life. The European standard EN 13816 of Public passenger transport provides guidelines to operators so that they can take on quality commitments when providing their services, with a view to satisfy their customers' expectations. The quality commitments apply to eight fields: time, comfort, information, accessibility, safety, service offered, customer service and environmental impact.

In order for a public transport service to compete with other possible alternatives, it must meet those demands on a regular basis and stand firm behind its commitment. Thus, the transport company will also be able to enhance its operation and improve the perception its users have of its service.

Benefits for your company:

  • It is becoming a necessary requirement for application to numerous public tenders.
  • Greater trust in the transport service on the part of the users.
  • Availability of a controlled service, allowing for cost savings and facilitating continuous improvement.

Benefits related to clients:

  • Demonstrates its commitment to the client through the measurement, monitoring and improvement of the service in question.
  • The transport service is aimed at satisfying the passenger.

The certification of the Standard EN 13816 on Public Passenger Transport is applicable to all modes of transport, including:

  • Public transport by underground
  • Public transport by city bus.
  • Public transport by cable car.
  • Public transport by commuter railway in population centres and areas of influence.
  • Public transport by tram and light metro.
  • Public transport by regular special-use transport (school, employees, discretionary, etc.).
  • Public transport by regular general-use road transport (commuter railway, regional and inter-city transport).
  • Public passenger transport by boat (ferries, tourist boats...).
  • Public passenger transport by plane.
  • Public passenger transport for bicycle rental services.

Due to its structure, based on the establishment of a benchmark service, the Public Transport certification is compatible with other management systems, such as ISO 9001, ISO 14001 and OSHAS 18001, as well as with the certification of Registered Service Charters.​

Once the audit process has been passed, the integrated system is adapted to the requirements of the Standard EN 13816, and therefore your organisation obtains:

  • The AENOR Public Passenger Transport Certificate.​
  • The user licence for the AENOR Certified Service Mark for Public Passenger Transport.
AENOR Mark for a Passenger Transport Service​​​

AENOR Certified Service Mark
​Public passenger transport


The AENOR Certified Service Mark in accordance with Standard UNE-EN 13816 has undergone a significant increase in the number of certificates in recent years with more than 280 certificates issued. This situation has been fuelled not only by the increasing importance afforded to the transport sector in general and, specifically, to the passenger transport sector, by the Public Administration, but also by transport operators' interest in improving and modernising their services.