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FAQ

What about large families and disable people?

To benefit of the established discounts, members of large families and disable people with an invalidity degree equal or higher of 65% must get a personal TTP in which loading the ten-trips ticket or single tickets.

I already have the Travel Pass, can I load other ticket in my Public Transport Card (TTP)?

On your personal TTP card you can upload a personal travel pass and two non-personal tickets, or three non-personal tickets.

And if I have a tourist ticket?

The tourist ticket makes an exemption, because once it is validated, this same Multi Card containing the tourist tickets can be used to load single tickets and ten-trips tickets.

Example: in a Multi Card from the automatic machine of Metro de Madrid and containing a two days Zone A tourist ticket, a Metrobús ten-trip tickets can be charged once expiring its period of validity.

Damage

The two-year warranty period provides the user with the right to free replacement of the damaged card, whenever the defects do not arise due to its misuse.

After more than two years after the acquisition, the replacement of the card will cost € 2.50.

I made a mistake when buying a ticket, what can I do?

You can cancel the ticket and recover the amount. Next, we tell you how and under what conditions:

It depends on where you bought the ticket:

If you bought it in Metro: Notify a Metro agent. If you bought a zone change, go to any CRTM management office (except EMT, Valdemoro or Parla)
If it was in a CRTM management office: Go to the same management office where you bought it.
If it was at tobacconists or using the “Transport Card” App: Go to any CRTM management office (except EMT, Valdemoro or Parla).

The conditions that must be met are:

10-trip ticket: You must solve it within 24 hours and have not used it.
30-day, tourist, and annual passes: You must resolve it within 24 hours, you may have used it during those 24 hours, except for the 1-day tourist pass, which cannot have been used.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

I have paid but the ticket is not on the card. What can I do?

You can complete the upload. Next, we tell you how and under what conditions:

It depends on where you did the upload:

If you bought it in Metro or Renfe: Notify an agent at the station immediately so that they can complete the charging process. If this is not possible, go to a CRTM management office (except EMT, Valdemoro or Parla).
If you were using the "Transport Card" App and 72 hours have passed since you paid the ticket: please contact us through the form of incidents or go to a CRTM management office (except EMT, Valdemoro or Parla).
If it was at a tobacconist: Go to a CRTM management office (except EMT, Valdemoro or Parla).

You have one year to report this incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

I was charged several times the same load. What can I do?

You can request a refund of the charges. Next, we tell you how and under what conditions:

Go to the place where you made the purchase and request the return of the charges.
If the payment has been made in the “Transport Card” App: please contact us through the form of incidents or go to a CRTM management office (except EMT, Valdemoro or Parla).

No appointment is necessary for this management.

My card has failed. I had to buy a single ticket. What can I do?

You can be compensated. Next, we tell you how and under what conditions:

Go to a CRTM management office (except EMT, Valdemoro or Parla) with your Public Transport Card and the single ticket purchased.

If you have a non-personal ticket loaded (10 trips): We compensate you with 3 trips.
If you have a 30-day pass loaded: We will compensate you with 3 trips or 1 additional day, at your choice.
If you have loaded an annual, tourist, or any free ticket: We will refund the amount of the single ticket, through a deferred payment procedure that will be made by bank transfer.

You have a period of 15 calendar days to notify the incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

When validating, more trips have been discounted than I have made. What do I have to do?

You can be compensated. Next, we tell you how and under what conditions:

If you are discounted for more than one trip when traveling by Metro (also in MLO): notify a Metro agent immediately, who will check the trips on your card and charge the discounted trips.
If more than one trip is deducted when traveling by bus (EMT or intercity): notify the driver at the time, who must confirm that the incident has actually occurred and will give you a receipt. With the receipt, go to a CRTM management office (except for EMT, Valdemoro and Parla), where the discounted trips will be charged to your card. Without proof, you cannot be compensated.

You have a period of 15 calendar days to notify the incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

And if my Multi Card is robbed?

In case of loss and theft, no reimbursement or any new issue is expected, thus a new Multi Card must be acquired at the automatic machines of Metro de Madrid and Light Rail, at the network of officially licensed tobacco shops and others authorised sale points.

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