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.

Situation alert — An Operations Control Centre (OCC) agent will contact passengers directly to inform them of what happened and the estimated time to resume service.
Audio announcement — The train driver will also use the train's audio system to provide updates on the situation.
Train restoration — 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.
In case of power outage — Doors will be opened only to allow ventilation. For your safety, remain inside the train and await further instructions.
Emergency exit — 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.
Await Passenger Support Agents — For your safety, do not step onto the track before Agents arrive. Wait inside the train.
Be considerate when disembarking — Once Agents arrive, if disembarkation onto the track is necessary, assist other passengers in stepping down.
Mobility difficulties — 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.
Follow Agent instructions — 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.
Use the emergency stairs — Upon reaching the station, use the emergency stairs on the platform.
Await the next train on the platform indicated by the audio system to board the train directed to your destination.
In case of service interruption — If the OCC confirms the interruption, you may collect a travel voucher and a journey declaration at the ticket office.
Cash refund — If you opt for a cash refund, the amount in cash will be available in approximately 30 minutes. Follow the station staff's instructions at the ticket office.

Emergency contacts

sac@trensrj.com.br
@TrensRJ (social media)
0800 726 9494

Situation alert — An Operations Control Centre (OCC) agent will contact passengers directly to inform them of what happened and the estimated time to resume service.

Audio announcement — The train driver will also use the train's audio system to provide updates on the situation.

Train restoration — 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.

In case of power outage — Doors will be opened only to allow ventilation. For your safety, remain inside the train and await further instructions.

Emergency exit — 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.

Await Passenger Support Agents — For your safety, do not step onto the track before Agents arrive. Wait inside the train.

Be considerate when disembarking — Once Agents arrive, if disembarkation onto the track is necessary, assist other passengers in stepping down.

Mobility difficulties — 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.

Follow Agent instructions — 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.

Use the emergency stairs — Upon reaching the station, use the emergency stairs on the platform.

Await the next train on the platform indicated by the audio system to board the train directed to your destination.

In case of service interruption — If the OCC confirms the interruption, you may collect a travel voucher and a journey declaration at the ticket office.

Cash refund — If you opt for a cash refund, the amount in cash will be available in approximately 30 minutes. Follow the station staff's instructions at the ticket office.

Emergency contacts