SFM doubles investment in its new passenger assistance and information service for the 2026–2030 period
Serveis Ferroviaris de Mallorca (SFM), the public rail operator under the Regional Ministry of Housing, Territory and Mobility of the Government of the Balearic Islands, is significantly strengthening its passenger assistance and information service through a new contract, already awarded, for the 2026–2030 period. The agreement doubles investment in the service and represents a substantial improvement in customer care for rail users.
The contract includes a budget allocation of €1,162,937 (excluding VAT) for the first two years — with the possibility of extension — compared with €483,418 (excluding VAT) over two years under the previous contract for the 2020–2024 period, which was also extendable. This budget increase will allow SFM to evolve the current model into a more comprehensive, accessible and user-oriented service, adapted to the real needs of railway passengers.
SFM is substantially expanding the scope of the service and introducing a fully integrated passenger support model aimed at improving information, communication and assistance before, during and after each journey. This marks a clear shift from the previous contract, which focused mainly on ensuring the continuity of a basic remote assistance and technical supervision service.
Under the new contractual framework, which will be progressively implemented over the coming months, assistance for railway network users will be guaranteed on a permanent basis, 24 hours a day and 365 days a year, with faster response capacity both for service disruptions and for routine enquiries related to timetables, service changes or complaints.
Improving passenger information and customer assistance on the train and metro network is one of SFM’s main strategic priorities, alongside other key objectives such as workforce expansion, increased service frequency, enhanced operational safety, improved passenger comfort and continued investment in the maintenance and modernisation of the entire railway network.
More information channels
One of the main improvements included in the new passenger assistance and information contract is the diversification and reinforcement of communication channels, with the aim of ensuring that any citizen can easily access the information they need, whenever they need it.
Information will be distributed in a coordinated manner through multiple channels: public address systems and information screens at stations; onboard passenger information systems inside trains (including announcements, interior monitors and visual display systems); the corporate website; social media platforms such as Instagram and X; instant messaging services such as WhatsApp; and the general telephone information service.
Among the new features, SFM is introducing an artificial intelligence system designed to provide immediate and automated responses to the most frequently asked questions through a simple, intuitive, multilingual and accessible interface, including for people with disabilities. This will improve the accessibility and reach of information for all passengers.
The new contract also strengthens information coordination with the TIB bus network, through the Mallorca Transport Consortium, in order to provide more complete and coherent information for users combining different modes of transport. This coordination will be especially important during incidents, service disruptions or special operating situations.
In addition, continuous monitoring of railway facilities will be reinforced, enabling faster detection of incidents, improved coordination in resolving them and reduced disruption times. This improvement will help increase the reliability and safety of the network, while ensuring that passengers receive clear and up-to-date information whenever service alterations occur.
The contract also includes monitoring systems, periodic reporting and data analysis tools that will allow SFM to assess service performance and continue implementing progressive improvements. The increase in investment will make it possible to expand service hours and reinforce passenger assistance during periods of higher demand, such as weekends, public holidays and night services, while also preparing the system for future service expansions.
Ongoing improvements to passenger information
This new contract forms part of a broader SFM strategy to improve information and customer service for the public. In this regard, 171 new information screens have already been installed this year across all train and metro stations, alongside the launch of a new real-time digital information system.
At the same time, the renewal of station public address systems is currently underway; onboard passenger information is being upgraded through the replacement of content management systems; and work is progressing on a new SFM website, which will be launched shortly with all the useful and practical information passengers need, together with a more user-friendly, complete and intuitive browsing experience.