As nosas certificacións nos avalan

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

On the occasion of the anniversary of the creation of the European Unions environmental management and audit system, the well-known EMAS system, the European Commission presented us with a commemorative certificate last February 2015 recognizing Arriva Madrid as one of the organizations that has been adhering to the EMAS systems for more than 10 years.

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.

The Marca de Garantía Madrid Excelente must be defined, and understood, integrated into an innovative support mechanism for our business fabric, an engine of economic development and a guarantee of quality for consumers who purchase a product or service with strict quality standards and with the complete certainty that their choice is the most correct.

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 – Social Responsibility

A UNE 93200 é unha norma que establece os requisitos para a elaboración e a xestión da Carta de Servizos, unha ferramenta que define os compromisos de calidade e atención que ofrecemos aos nosos clientes.
Contar con esta certificación demostra o noso compromiso coa transparencia, a mellora continua e a satisfacción da persoa usuaria, garantindo que os nosos servizos se prestan con criterios claros, accesibles e medibles.
A Carta de Servizos recolle información detallada sobre os servizos ofrecidos, os estándares de calidade aplicados, as canles de atención e os mecanismos de reclamacións e suxestións, facilitando unha comunicación directa e eficaz cos nosos clientes.
Este recoñecemento reforza a nosa responsabilidade de ofrecer un servizo público de calidade, baseado na confianza e no respecto cara ás persoas que utilizan as nosas prestacións.
A nosa Carta de Servizos certificada define compromisos concretos de calidade e atención ao cliente. Proporciona transparencia, facilita a comunicación e permite ás persoas usuarias coñecer os seus dereitos e os estándares de servizo esperados.

Alcorcón concilia

A certificación de Empresa Saudable recoñece aquelas organizacións que implementan e manteñen políticas e prácticas orientadas a promover a saúde e o benestar do seu persoal en todos os ámbitos.
Este recoñecemento avalía aspectos fundamentais como a calidade do contorno laboral, a promoción de hábitos saudables, a prevención de riscos laborais e o apoio ao benestar emocional e mental do persoal. Para acadar esta certificación, a nosa empresa cumpre con estándares específicos que inclúen iniciativas de exercicio físico, alimentación saudable, xestión do estrés, prevención de enfermidades, así como melloras ergonómicas e a creación dun ambiente laboral positivo.
O compromiso coa certificación de Empresa Saudable xera beneficios directos tanto para o persoal —mellorando a súa calidade de vida, motivación e saúde— como para a organización, ao incrementar a produtividade, reducir o absentismo, mellorar o clima laboral e reforzar a nosa imaxe corporativa.
En definitiva, esta certificación reafirma o noso compromiso coa saúde integral do noso equipo e coa nosa responsabilidade social como empresa.

The Emergency Management certification is a recognition granted to organizations that have developed and maintained effective systems for preparedness, response and recovery in emergency situations. This type of certification validates that a company has robust plans and procedures to manage crises such as natural disasters, industrial accidents, health emergencies and other unforeseen situations.
To obtain this certification, organizations must comply with international standards such as ISO 22320, which covers aspects including risk identification, emergency planning, staff training, and coordination with authorities and other relevant stakeholders. It also involves conducting regular drills and exercises to ensure the effectiveness of emergency plans.
Emergency Management certification not only protects organizations from potential human and material losses, but also improves response capacity, minimizes recovery time and strengthens the confidence of employees, customers and partners. In short, this certification reflects the company’s commitment to safety and resilience, contributing to a safer and better-prepared environment for any type of emergency.

A ISO 45001 é unha norma internacional que especifica os requisitos para un sistema de xestión da seguridade e saúde no traballo (SST). O seu obxectivo é proporcionar un marco que permita ás organizacións mellorar de maneira proactiva o seu desempeño en SST, previr accidentes laborais e enfermidades profesionais.
Esta norma céntrase na identificación e control de riscos, na mellora continua das condicións de traballo e no cumprimento da lexislación aplicable en materia de seguridade e saúde. Ao adoptar a ISO 45001, as empresas poden demostrar o seu compromiso coa protección do seu persoal e doutras partes interesadas, creando un contorno laboral seguro e saudable.
Para obter a certificación ISO 45001, as organizacións deben implantar un sistema de xestión que inclúa a avaliación de riscos, a participación do persoal, a definición de políticas e obxectivos claros e a realización de auditorías internas e externas. Esta certificación, ao estar aliñada con outras normas de xestión como a ISO 9001 (calidade) e a ISO 14001 (medio ambiente), permite unha integración eficaz dos sistemas de xestión empresarial.
A certificación ISO 45001 non só axuda a reducir os incidentes laborais, senón que tamén mellora a reputación da empresa, aumenta a moral do persoal e pode ofrecer vantaxes competitivas no mercado. En resumo, a ISO 45001 é unha ferramenta clave para calquera organización que busque mellorar a seguridade e saúde no traballo e fomentar unha cultura de prevención e benestar.

The ISO 39001 standard establishes the requirements for a Road Traffic Safety Management System (RTSMS), providing a framework for organizations to reduce traffic accidents and their consequences.
Through the implementation of this standard, our company has adopted practices and procedures aimed at promoting the safety and well-being of our employees, customers and the wider community.
Our approach is based on the identification and mitigation of road risks, continuous improvement of safety policies and ongoing staff training. ISO 39001 certification not only recognizes our efforts in this area, but also reaffirms our commitment to excellence in road safety and corporate social responsibility.

Contar coa certificación ISO 170001 no noso servizo de transporte regular de viaxeiros por estrada reforza o noso compromiso coa accesibilidade universal e a inclusión. Esta certificación garante que todas as nosas concesións cumpren cos máis altos estándares internacionais para eliminar barreiras e facilitar o acceso a todas as persoas usuarias, independentemente das súas capacidades ou limitacións.
Coa implantación desta norma aseguramos que os nosos vehículos e servizos están deseñados e adaptados para ofrecer unha experiencia de viaxe cómoda, segura e equitativa. Apostar pola ISO 170001 non só é un investimento en calidade e sustentabilidade, senón tamén un reflexo da nosa პასუხისმგ social e do noso esforzo continuo por atender as necesidades de todas as persoas viaxeiras.

ISO 10002 Complaints and Claims Management

A UNE 93200 é unha norma que establece os requisitos para a elaboración e xestión da Carta de Servizos, unha ferramenta que define os compromisos de calidade e atención que ofrecemos á nosa clientela.
Contar con esta certificación demostra o noso compromiso coa transparencia, a mellora continua e a satisfacción das persoas usuarias, garantindo que os nosos servizos se prestan con criterios claros, accesibles e medibles.
A Carta de Servizos recolle información detallada sobre os servizos ofrecidos, os estándares de calidade aplicados, as canles de atención e os mecanismos de reclamacións e suxestións, facilitando unha comunicación directa e eficaz coa nosa clientela.
Este recoñecemento reforza a nosa responsabilidade de ofrecer un servizo público de calidade, baseado na confianza e no respecto cara ás persoas que utilizan as nosas prestacións.
A nosa Carta de Servizos certificada define compromisos concretos de calidade e atención á clientela. Proporciona transparencia, facilita a comunicación e permite ás persoas usuarias coñecer os seus dereitos e os estándares de servizo esperados.

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

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.