Who are we?

Serveis Ferroviaris de Mallorca (SFM) is a public enterprise under the authority of the Regional Ministry of Housing, Territory and Mobility of the Government of the Balearic Islands. It is part of the Mallorca Transport Consortium (CTM) and forms part of the Balearic Islands Public Transport Network (TIB) on the island of Mallorca.

SFM was established in 1994 because of the transfer to the Autonomous Community of the Balearic Islands of the services operated by Ferrocarriles Españoles de Vía Estrecha (FEVE), which was dependent on the State Administration. Currently, the company's staff consists of approximately 175 people working in the different areas that make up the organisation.

SFM's objective is to manage railway services and infrastructure through two main areas —the railway network and the Palma metro— to contribute to the growth and improvement of mobility on the island of Mallorca.

The services we offer are:

• Transporting passengers between stations on the Mallorca railway network by train and metro, also facilitating intermodality with other means of transport such as the TIB and the EMT.
• Providing real-time information on timetables, delays, track changes, trains out of service and any other incidents.
• Maintaining the railway facilities and infrastructure to ensure they are in good condition and functioning properly.
• Assisting users and handling complaints and suggestions to improve the service.
• Managing group tickets and organising guided tours or excursions.

We are committed to:

• Ensuring the punctuality of services with a maximum delay of 8 minutes on all routes.
• Maintaining the infrastructure in good condition, with well-equipped and properly lit spaces, and with an annual average of fewer than 75 incidents.
• Responding to user complaints and suggestions within a maximum of 10 days.
• Promoting the use of public transport and raising awareness of railway heritage through excursions and guided tours.

We evaluate ourselves by:

• Automatically recording delays on all journeys, with an annual calculation. The current average is 10 minutes.
• COR's system: annual average of 84 incidents.
• Percentage of complaints resolved in less than 10 days out of the total number of complaints received. The current annual average is 15.4 days.
• Achieve a 5% annual increase in the number of excursions and visits to the CTC and the Museum. Currently, around 1,400 excursions are made annually, and visits to the Museum are in the planning stage.

Body responsible for the Commitment letter

The unit responsible for the Commitment letter is the Management of Serveis Ferroviaris de Mallorca, attached to the Regional Ministry of Housing, Territory and Mobility. Its responsibility is to ensure compliance with the commitments established and to promote improvements in the field of railway services and infrastructure. It also monitors the degree of compliance with these commitments, in accordance with the regulations on citizen charters.

Address:
Passatge de Cala Figuera, 8 (Son Rullán)
07009 Palma
Telephone: 871 93 00 00

Scope of application

The contents of the Commitment letter are mandatory for all railway stations and facilities that make up the SFM network:

• Palma Intermodal Station – Plaça d’Espanya – 971 17 77 77
• Inca Station – Av. del Tren – 971 50 00 59
• Manacor Station – C/ Sebastià Nicolau – 971 55 54 91
• Offices and workshops – Son Rullán – 871 93 00 00

Regulations

• SFM Service Regulations
• Decree 37/2009, of 26 June, on citizen letters in the Autonomous Community of the Balearic Islands
• Decree 82/2009, of 13 November, regulating the management of complaints and suggestions regarding the functioning of public services in the Autonomous Community of the Balearic Islands
• Decree 49/2018, of 21 December, on the use of official languages in the Administration of the Autonomous Community of the Balearic Islands

Where to make complaints or suggestions?

Suggestions and complaints about the general functioning of the services provided by SFM, and especially about the commitments in this Charter, can be made through the following channels:

• Website: www.trensfm.com / www.tib.org
• Telephone: 012 / 971 17 77 77
• In person: at any of the information and registration offices of the regional ministries, at the SFM offices and ticket offices, and at the TIB information points.

Corrective measures in the event of non-compliance with the Commitment letter

Breaches of the commitments set out in this Commitment letter can be reported to the Management of Serveis Ferroviaris de Mallorca through the complaints and suggestions system of the Autonomous Community of the Balearic Islands.

Within a maximum period of fifteen days, the reasons why the commitment could not be fulfilled and the measures taken to correct the breach will be communicated through the means specified in each case.

Date of publication and review

This SFM Framework Charter is available on the website of the Quality and Evaluation Service of the Directorate-General for Coordination and Transparency of the Government of the Balearic Islands.

• Last review: July 2025
• Next review: before July 2027
• Official document at: cartesciutadanes.caib.es