Madrid Metro has launched a new remote assistance service at its ticket vending machines to make purchasing travel tickets easier and improve passenger support.
The service allows passengers to connect with an agent in real time via the machine’s screen to ask questions, receive personalised guidance and complete their ticket purchases with remote assistance.
Personalised support and greater accessibility
The new system is designed in particular to help older people, passengers with reduced mobility and anyone who needs assistance when using the ticket machines.
The initial rollout covers 214 machines across 47 Metro stations. Of these, 72 allow passengers to establish a video call with an agent. The service will gradually be extended to more stations across the network.
This measure is part of the Estación 4.0 plan, which includes technological upgrades to ticket vending machines to provide a simpler, more accessible and convenient experience.
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The video assistance service will allow passengers to receive help throughout the ticket purchasing process, improving customer service across the Madrid Metro network.
Source: Madrid Metro introduces video assistance at ticket vending machines – elEconomista
