Our certifications guarantee us

O Regulamento n.º 1221/2009, coñecido polas súas siglas EMAS (Environmental Management Audit Scheme, sistema de auditoría de xestión ambiental), é un sistema que permite ás organizacións adherirse voluntariamente a un sistema comunitario de xestión e auditoría ambiental.
As nosas empresas decidiron implementar voluntariamente este sistema, considerando as súas actividades como un compromiso ambiental coa sociedade. Así, definíronse unha serie de criterios de actuación para garantir a protección ambiental no desenvolvemento das nosas actividades. Establecéronse principios de protección e desenvolveuse e implantouse un sistema de xestión ambiental segundo a norma UNE-EN-ISO 14001 tanto en Madrid como en Galicia.
Podes solicitar as nosas Declaracións Ambientais enviando un correo electrónico a calidad@arriva.es

Con motivo do aniversario da creación do sistema de xestión e auditoría ambiental da Unión Europea, o coñecido sistema EMAS, a Comisión Europea entregounos o pasado febreiro de 2015 un certificado conmemorativo que recoñece a Arriva Madrid como unha das organizacións que leva máis de 10 anos adheridas aos sistemas EMAS.

O sistema de xestión ambiental certificado de Arriva contribúe á iniciativa de sustentabilidade Destination Green do grupo, como a redución do consumo de combustible e as emisións, o aforro de auga e enerxía e a minimización dos residuos. Como exemplo do seu compromiso, Arriva Madrid foi a primeira empresa de transporte interurbano de España en obter a certificación ISO 14001, un logro acadado grazas á colaboración de todos os membros da empresa na procura da mellora continua.

A norma UNE EN 13816 é unha norma certificable específica para organizacións dedicadas ao transporte terrestre de pasaxeiros, que mide a calidade do servizo ofrecido por unha empresa. Actualmente estamos certificados baixo esta norma segundo o Plan de Calidade do CRTM en Madrid.

As nosas empresas asumen a garantía da calidade como un compromiso de xestión de toda a organización e de cada un dos seus membros dentro da súa área de responsabilidade, como garantía do cumprimento dos nosos requisitos internos de calidade e dos compromisos asumidos cos nosos clientes. Este é o obxectivo: garantir que todos levemos a cabo o noso traballo baixo un sistema ordenado de acordo cos procedementos establecidos.

La Marca de Garantía Madrid Excelente debe definirse, e entenderse, intregrada nunha mecánica innovadora de apoio ao noso tecido empresarial, motor de desenvolvemento económico e garantía de calidade ante os consumidores que adquiren un produto ou servizo con estrictos estándares de calidade e coa seguridade completa da súa elección é a máis segura.

Arriva Madrid rexistrou o cálculo da súa huella de carbono na sección a) de Huella de Carbono e se comprometeu a reducir as emisións de gases de efecto invernadero. Este rexistro realizouse no Registro de Huella de Carbono del Ministerio para la Transición Ecológica y el Reto Demográfico, obteniendo certificacións para los años 2014 a 2020. Asimismo, en Galicia, Arriva ha estado calculando y registrando su huella de carbono desde el año 2016.

Desde 2022, contamos cun Sistema de Xestión da Seguridade da Información certificado segundo a norma internacional ISO 27001. Esta certificación garante un enfoque estruturado e sistemático para identificar, xestionar e reducir os riscos que afectan á información, protexendo a súa confidencialidade, integridade e dispoñibilidade. Este sistema reforza a confianza dos nosos usuarios, clientes e colaboradores no manexo seguro da información en todas as nosas operacións.

Obtivemos a certificación conforme ao Esquema Nacional de Seguridade (ENS) na súa categoría media, aplicable ás nosas actividades tanto na Comunidade de Madrid como en Galicia. Este recoñecemento acredita o cumprimento dos requisitos esixidos pola administración pública española en materia de seguridade da información. O ENS reforza o noso compromiso coa protección da información en contornas tecnolóxicas, especialmente nos servizos vinculados ao sector público, garantindo un nivel adecuado de protección fronte ás ciberameazas.

A certificación efr, concedida pola Fundación Másfamilia, recoñece ás organizacións que fomentan a conciliación da vida laboral, familiar e persoal. Este modelo de xestión promove contornos laborais flexibles, inclusivos e igualitarios, favorecendo o equilibrio entre as responsabilidades profesionais e persoais.
Avalíanse aspectos como a calidade no emprego, a flexibilidade, o apoio ás familias, o desenvolvemento profesional e a igualdade de oportunidades. Para obter a certificación, cómpre cumprir uns estándares verificados mediante auditorías externas.
Aplicar políticas efr mellora o clima laboral, a produtividade e a retención do talento, amosando o compromiso da empresa coa responsabilidade social e o benestar das persoas traballadoras.

A certificación do Plan de Continuidad do Negocio (BCP), baseada na norma ISO 22301, asegura que a nosa organización está preparada para manter as súas operacións esenciais ante interrupcións significativas, xa sexan causadas por desastres naturais, incidentes tecnolóxicos ou ciberataques.
Este plan contempla unha análise exhaustiva de riscos, a identificación das funcións críticas, así como o deseño de estratexias de recuperación e plans de acción específicos para garantir a continuidade do servizo. Ademais, inclúe a formación continua do noso persoal e a realización de probas periódicas para validar a eficacia do plan.
Contar con esta certificación demostra a nosa capacidade para minimizar o impacto das posibles interrupcións, recuperarnos rapidamente e asegurar a estabilidade operativa, fortalecendo así a confianza de clientes, socios e usuarios. Este enfoque contribúe tamén a mellorar a reputación e a resiliencia a longo prazo da organización.

SGE21 – Responsabilidade social

UNE 93200 is a standard that establishes the requirements for the development and management of the Service Charter, a tool that defines the quality and customer service commitments we offer to our clients.
Holding this certification demonstrates our commitment to transparency, continuous improvement and user satisfaction, ensuring that our services are delivered under clear, accessible and measurable criteria.
The Service Charter provides detailed information on the services offered, the quality standards applied, customer service channels, and complaint and suggestion mechanisms, facilitating direct and effective communication with our clients.
This recognition reinforces our responsibility to provide high-quality public services, based on trust and respect for those who use our services.
Our certified Service Charter defines specific commitments to quality and customer service. It provides transparency, facilitates communication and allows users to understand their rights and the expected service standards.

Alcorcón concilia

The Healthy Company certification recognizes organizations that implement and maintain policies and practices aimed at promoting the health and well-being of their employees in all areas.
This recognition assesses key aspects such as the quality of the working environment, the promotion of healthy habits, occupational risk prevention, and support for employees’ emotional and mental well-being. To achieve this certification, our company meets specific standards that include physical activity initiatives, healthy nutrition, stress management, disease prevention, as well as ergonomic improvements and the creation of a positive working environment.
Commitment to the Healthy Company certification generates direct benefits both for employees—improving their quality of life, motivation and health—and for the organization, by increasing productivity, reducing absenteeism, improving workplace climate and strengthening our corporate image.
Ultimately, this certification reaffirms our commitment to the overall health of our team and our social responsibility as a company.

A certificación de Xestión de Emerxencias é un recoñecemento outorgado ás organizacións que desenvolveron e manteñen sistemas eficaces para a preparación, resposta e recuperación ante situacións de emerxencia. Este tipo de certificación valida que unha empresa conta con plans e procedementos sólidos para xestionar crises, como desastres naturais, accidentes industriais, emerxencias sanitarias e outras situacións imprevistas.
Para obter esta certificación, as organizacións deben cumprir con estándares internacionais, como os establecidos na norma ISO 22320, que abrangue aspectos como a identificación de riscos, a planificación de emerxencias, a formación do persoal e a coordinación coas autoridades e outros axentes relevantes. Ademais, implica a realización de simulacros e exercicios periódicos para asegurar a eficacia dos plans de emerxencia.
A certificación de Xestión de Emerxencias non só protexe as organizacións fronte a posibles perdas humanas e materiais, senón que tamén mellora a súa capacidade de resposta, minimiza o tempo de recuperación e fortalece a confianza do persoal, dos clientes e dos socios. En definitiva, esta certificación reflicte o compromiso da empresa coa seguridade e a resiliencia, contribuíndo a un contorno máis seguro e preparado para afrontar calquera tipo de emerxencia.

ISO 45001 is an international standard that specifies the requirements for an occupational health and safety (OHS) management system. Its objective is to provide a framework that enables organizations to proactively improve their OHS performance, preventing workplace accidents and occupational diseases.
This standard focuses on risk identification and control, continuous improvement of working conditions and compliance with applicable occupational health and safety legislation. By adopting ISO 45001, companies can demonstrate their commitment to protecting employees and other stakeholders, creating a safe and healthy working environment.
To achieve ISO 45001 certification, organizations must implement a management system that includes risk assessment, worker participation, the definition of clear policies and objectives, and internal and external audits. As it is aligned with other management standards such as ISO 9001 (quality) and ISO 14001 (environment), it allows for effective integration of business management systems.
ISO 45001 certification not only helps reduce workplace incidents, but also enhances the company’s reputation, boosts employee morale and can provide competitive advantages in the market. In summary, ISO 45001 is a key tool for any organization seeking to improve occupational health and safety and foster a culture of prevention and well-being.

A norma ISO 39001 establece os requisitos para un sistema de xestión da seguridade viaria (RTSMS), proporcionando un marco para que as organizacións reduzan os accidentes de tráfico e as súas consecuencias.
Mediante a implantación desta norma, a nosa empresa adoptou prácticas e procedementos orientados a promover a seguridade e o benestar do persoal, da clientela e da comunidade en xeral.
O noso enfoque baséase na identificación e mitigación de riscos viarios, na mellora continua das políticas de seguridade e na formación constante do persoal. A certificación ISO 39001 non só recoñece os nosos esforzos neste ámbito, senón que tamén reafirma o noso compromiso coa excelencia en seguridade viaria e coa responsabilidade social corporativa.

Holding ISO 170001 certification in our regular road passenger transport service strengthens our commitment to universal accessibility and inclusion. This certification ensures that all our concessions meet the highest international standards to eliminate barriers and facilitate access for all users, regardless of their abilities or limitations.
By implementing this standard, we ensure that our vehicles and services are designed and adapted to provide a comfortable, safe and equitable travel experience. Choosing ISO 170001 is not only an investment in quality and sustainability, but also a reflection of our social responsibility and our ongoing effort to meet the needs of all passengers.

ISO 10002 Xestión de queixas e reclamacións

UNE 93200 is a standard that establishes the requirements for the development and management of the Service Charter, a tool that defines the quality and customer service commitments we offer to our clients.
Holding this certification demonstrates our commitment to transparency, continuous improvement and user satisfaction, ensuring that our services are delivered according to clear, accessible and measurable criteria.
The Service Charter provides detailed information on the services offered, the quality standards applied, customer service channels, and complaint and suggestion mechanisms, facilitating direct and effective communication with our clients.
This recognition reinforces our responsibility to provide high-quality public services, based on trust and respect for those who use our services.
Our certified Service Charter defines specific commitments to quality and customer service. It provides transparency, facilitates communication and allows users to understand their rights and the expected service standards.

Regulation No. 1221/2009, known by its acronym EMAS (Environmental Management Audit Scheme), is a system that allows organizations to voluntarily adhere to a community-based system for environmental management and audits. Our companies voluntarily decided to implement this system, considering their activities to be an environmental commitment to society. Thus, a series of action criteria have been defined to ensure environmental protection in the development of our activities. Protection principles have been established, and an environmental management system in compliance with the UNE-EN-ISO 14001 standard has been developed and implemented in both Madrid and Galicia. You can request our Environmental Declarations by emailing calidad@arriva.es

Arrivas certified environmental management system contributes to the groups Destination Green sustainability initiative goals, such as reducing fuel use and emissions, saving water and energy, and minimizing waste. Underscoring its commitment, Arriva Madrid was the first intercity transport company in Spain to obtain ISO 14001 certification, an achievement achieved thanks to the collaboration of all company members in pursuit of continuous improvement.

The UNE EN 13816 standard is a certifiable standard specific to organizations that are dedicated to the land transport of travelers that measures the level of quality of service offered by a company. We are currently certified in this standard according to the CRTM Quality Plan in Madrid.

Our companies assume quality assurance as a management commitment for the entire organization and each of its members within their area of ​​responsibility, as a guarantee of compliance with our internal quality requirements and commitments made to our clients. This is the objective: to ensure that we all carry out our work under an orderly system according to established procedures.

Arriva Madrid has recorded the calculation of its carbon footprint in section a) of the Carbon Footprint and has committed to reducing greenhouse gas emissions. This registration has been carried out in the Carbon Footprint Registry of the Ministry for Ecological Transition and the Demographic Challenge, obtaining certifications for the years 2014 to 2020. Likewise, in Galicia, Arriva has been calculating and registering its carbon footprint since 2016.

Since 2022, we have maintained an Information Security Management System certified according to the international ISO 27001 standard. This certification ensures a structured and systematic approach to identifying, managing and reducing risks affecting information, protecting its confidentiality, integrity and availability. This system reinforces the trust of our users, customers and partners in the secure handling of information across all our operations.

We have obtained certification under the National Security Scheme (ENS) in its medium category, applicable to our operations both in the Madrid region and in Galicia. This recognition confirms compliance with the information security requirements established by the Spanish public administration. The ENS strengthens our commitment to safeguarding information in technological environments, especially in services linked to the public sector, ensuring an adequate level of protection against cyberthreats.

The EFR certification, granted by the Másfamilia Foundation, recognises organisations that promote work-life balance. This management model fosters flexible, inclusive, and equal-opportunity work environments, supporting a balance between professional and personal responsibilities.
It assesses areas such as job quality, flexibility, family support, professional development, and equal opportunities. To obtain the certification, companies must meet specific standards verified through external audits.
Implementing EFR policies improves the work climate, productivity, and talent retention, demonstrating the company’s social responsibility and commitment to employee wellbeing.

The certification of the Business Continuity Plan (BCP), based on the ISO 22301 standard, ensures that our organization is prepared to maintain essential operations during significant disruptions, whether caused by natural disasters, technological incidents, or cyberattacks.
This plan includes a thorough risk analysis, the identification of critical functions, and the design of recovery strategies and specific action plans to guarantee service continuity. It also involves ongoing staff training and periodic testing to validate the plan’s effectiveness.
Having this certification demonstrates our ability to minimize the impact of potential disruptions, recover quickly, and ensure operational stability, thereby strengthening the trust of clients, partners, and users. This approach also contributes to enhancing the organization’s reputation and long-term resilience.

SGE21 – Responsabilidade social

UNE 93200 is a standard that establishes the requirements for the development and management of the Service Charter, a tool that defines the quality and customer service commitments we offer to our clients.
Holding this certification demonstrates our commitment to transparency, continuous improvement and user satisfaction, ensuring that our services are delivered under clear, accessible and measurable criteria.
The Service Charter provides detailed information on the services offered, the quality standards applied, customer service channels, and complaint and suggestion mechanisms, facilitating direct and effective communication with our clients.
This recognition reinforces our responsibility to provide high-quality public services, based on trust and respect for those who use our services.
Our certified Service Charter defines specific commitments to quality and customer service. It provides transparency, facilitates communication and allows users to understand their rights and the expected service standards.

The Healthy Company certification recognizes organizations that implement and maintain policies and practices aimed at promoting the health and well-being of their employees in all areas.
This recognition assesses key aspects such as the quality of the working environment, the promotion of healthy habits, occupational risk prevention, and support for employees’ emotional and mental well-being. To achieve this certification, our company meets specific standards that include physical activity initiatives, healthy nutrition, stress management, disease prevention, as well as ergonomic improvements and the creation of a positive working environment.
Commitment to the Healthy Company certification generates direct benefits both for employees—improving their quality of life, motivation and health—and for the organization, by increasing productivity, reducing absenteeism, improving workplace climate and strengthening our corporate image.
Ultimately, this certification reaffirms our commitment to the overall health of our team and our social responsibility as a company.

A certificación de Xestión de Emerxencias é un recoñecemento outorgado ás organizacións que desenvolveron e manteñen sistemas eficaces para a preparación, resposta e recuperación ante situacións de emerxencia. Este tipo de certificación valida que unha empresa conta con plans e procedementos sólidos para xestionar crises, como desastres naturais, accidentes industriais, emerxencias sanitarias e outras situacións imprevistas.
Para obter esta certificación, as organizacións deben cumprir con estándares internacionais, como os establecidos na norma ISO 22320, que abrangue aspectos como a identificación de riscos, a planificación de emerxencias, a formación do persoal e a coordinación coas autoridades e outros axentes relevantes. Ademais, implica a realización de simulacros e exercicios periódicos para asegurar a eficacia dos plans de emerxencia.
A certificación de Xestión de Emerxencias non só protexe as organizacións fronte a posibles perdas humanas e materiais, senón que tamén mellora a súa capacidade de resposta, minimiza o tempo de recuperación e fortalece a confianza do persoal, dos clientes e dos socios. En definitiva, esta certificación reflicte o compromiso da empresa coa seguridade e a resiliencia, contribuíndo a un contorno máis seguro e preparado para afrontar calquera tipo de emerxencia.

ISO 45001 is an international standard that specifies the requirements for an occupational health and safety (OHS) management system. Its objective is to provide a framework that enables organizations to proactively improve their OHS performance, preventing workplace accidents and occupational diseases.
This standard focuses on risk identification and control, continuous improvement of working conditions and compliance with applicable occupational health and safety legislation. By adopting ISO 45001, companies can demonstrate their commitment to protecting employees and other stakeholders, creating a safe and healthy working environment.
To achieve ISO 45001 certification, organizations must implement a management system that includes risk assessment, worker participation, the definition of clear policies and objectives, and internal and external audits. As it is aligned with other management standards such as ISO 9001 (quality) and ISO 14001 (environment), it allows for effective integration of business management systems.
ISO 45001 certification not only helps reduce workplace incidents, but also enhances the company’s reputation, boosts employee morale and can provide competitive advantages in the market. In summary, ISO 45001 is a key tool for any organization seeking to improve occupational health and safety and foster a culture of prevention and well-being.

A norma ISO 39001 establece os requisitos para un sistema de xestión da seguridade viaria (RTSMS), proporcionando un marco para que as organizacións reduzan os accidentes de tráfico e as súas consecuencias.
Mediante a implantación desta norma, a nosa empresa adoptou prácticas e procedementos orientados a promover a seguridade e o benestar do persoal, da clientela e da comunidade en xeral.
O noso enfoque baséase na identificación e mitigación de riscos viarios, na mellora continua das políticas de seguridade e na formación constante do persoal. A certificación ISO 39001 non só recoñece os nosos esforzos neste ámbito, senón que tamén reafirma o noso compromiso coa excelencia en seguridade viaria e coa responsabilidade social corporativa.

Holding ISO 170001 certification in our regular road passenger transport service strengthens our commitment to universal accessibility and inclusion. This certification ensures that all our concessions meet the highest international standards to eliminate barriers and facilitate access for all users, regardless of their abilities or limitations.
By implementing this standard, we ensure that our vehicles and services are designed and adapted to provide a comfortable, safe and equitable travel experience. Choosing ISO 170001 is not only an investment in quality and sustainability, but also a reflection of our social responsibility and our ongoing effort to meet the needs of all passengers.

ISO 10002 Xestión de queixas e reclamacións

UNE 93200 is a standard that establishes the requirements for the development and management of the Service Charter, a tool that defines the quality and customer service commitments we offer to our clients.
Holding this certification demonstrates our commitment to transparency, continuous improvement and user satisfaction, ensuring that our services are delivered according to clear, accessible and measurable criteria.
The Service Charter provides detailed information on the services offered, the quality standards applied, customer service channels, and complaint and suggestion mechanisms, facilitating direct and effective communication with our clients.
This recognition reinforces our responsibility to provide high-quality public services, based on trust and respect for those who use our services.
Our certified Service Charter defines specific commitments to quality and customer service. It provides transparency, facilitates communication and allows users to understand their rights and the expected service standards.