The public transport company has stated in writing that it monthly analyzes data received through complaints submitted to the Tram Information Office, alerts sent via the mobile app, and reports prepared by company staff. Based on this information, the company asserts that it is "aware of the increase in uncivil acts".
Among the detected behaviors, specific mention is made of the use of certain mobile phone options that disturb other passengers and attitudes of disrespect towards tram personnel. To address this, Euskotren is preparing a communication campaign for both the tram and railway, aiming to reduce such behaviors.
“"We are aware of the increase in uncivil acts and are taking measures to reduce them."
The company also indicates that it will remind passengers of the option to report uncivil behavior immediately through the app. According to Euskotren, this method allows for activating the available response capacity to try and prevent or correct these situations. Additionally, the tram has pre-recorded audio messages that the driver can play when an objectionable incident occurs inside the unit.
Euskotren's response also includes a reorganization of security personnel and company staff assignments both inside and outside the units. The company states that it is conducting special operations with the Ertzaintza and Municipal Police in locations and at times considered problematic. Euskotren hopes these measures will have positive effects "within a reasonable timeframe".
