Emergency Guide
Your safety is non-negotiable and we work around the clock to ensure it. That is why we have created a step-by-step guide so that everyone knows the procedures we follow in emergency situations.
Procedimentos
Here are the main instructions on what you should do if an incident occurs
1.An Operations Control Centre (OCC) agent will contact passengers directly to inform them of what happened and the estimated time to resume service.
2.The train driver will also use the train's audio system to provide updates on the situation and the estimated time to restore service.
3.Our technicians are positioned at strategic points and will be immediately dispatched to restore the train. Passenger Support Agents will also be on their way to provide assistance.
4.In case of power outage, doors will be opened only to allow ventilation. For your safety, remain inside the train and await further instructions.
5.Even if all doors are open, only leave the train in the event of a serious accident, and only via the emergency stairs marked with a sticker. In all other situations, remain inside the train until service is restored.
6.For your safety, do not step onto the track before Passenger Support Agents arrive. Wait inside the train.
7.Be considerate. Once Passenger Support Agents arrive, if disembarkation onto the track is necessary, assist other passengers in stepping down.
8.Attention! If you have any difficulty moving — due to age, pregnancy, recent surgery, or any other condition — remain inside the train until Passenger Support Agents arrive.
9.Pay close attention whenever you are on the track. Follow the Passenger Support Agents' guidance, as they will show you the safest route to the nearest station.
10.Upon reaching the station, use the emergency stairs on the platform.
11.Wait on the platform indicated by the audio system to board the train that will take you to your destination.
12.If the interruption of service on the line is confirmed, you may request a fare refund and a journey declaration from the team.
Emergency contacts
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