Renfe, Spain's state-owned railway company, faced significant service disruptions recently, leading to widespread user complaints and dissatisfaction. The disruptions, which primarily affected the Cercanías train lines, were implemented to accommodate urgent maintenance works by ADIF, aimed at enhancing access to Barcelona's airport. From January 2 to January 4, 2025, the R2, R2 Norte, and R2 Sur lines were suspended between Gavà and Barcelona, significantly impacting commuters' travel plans during the holiday season.
The planned works necessitated the implementation of alternative transportation solutions. Renfe launched 68 shuttle buses operating every hour to connect passengers between Gavà and Barcelona. Despite these efforts, users expressed concerns over the efficacy of the alternative services. The affected lines included the R13, R14, R15, R16, and R17, with some routes experiencing delays of up to 30 minutes due to detours through Vilafranca del Penedès to bypass the construction zones.
Commuters reported difficulties due to poor communication surrounding the service interruptions. Natalia, one commuter affected by the cuts, commented, "It has been an odyssey," lamenting her need to navigate complicated routes amid unclear instructions on changes to the service. She pointed out the struggle many elderly passengers would face without the benefit of social media updates. Another passenger, David, expressed resigned ease about the situation, citing it as just another day dealing with Renfe's service issues.
The situation was compounded for travelers attempting to hit multiple destinations. For example, reaching Viladecans from Barcelona now required taking three different modes of transport—a metro ride to Zona Universitària followed by the L9 metro line to El Prat de Llobregat, and then switching to the shuttle bus to complete the trip. "This is overly complicated for standard travel," complained David, noting his expected tardiness upon reaching work due to the disruptions.
Walter, traveling from London to visit family, revealed the challenges faced by those unfamiliar with Renfe's operations. Although he had anticipated possible delays, he nonetheless found the situation frustrating, and noted the importance of timely information dissemination. On this initial day of the disruptions, commuters reported no excessive waits or overcrowding at the shuttle operation points, but the underlying issues of information reliability remained evident.
Looking beyond the immediate concerns, additional disruptions are poised to continue affecting the region. Over the coming weekends, particularly January 25 and 26, February 1 and 2, February 8 and 9, and March 1 and 2, service interruptions are expected during works on the Sant Vicenç de Calders station, necessitating alternative plans. Travelers will once again be redirected, with buses replacing train services for connecting regions, upsetting schedules for commuters.
An internal survey of Renfe employees revealed stark dissatisfaction with their own services, especially the Cercanías lines. Analyzing feedback from 1,212 employees, the results showcased how employees rated the services with exceptionally low Net Promoter Scores (-36), emphasizing issues of punctuality and reliability. The survey highlighted problems faced by 45% of respondents due to frequent delays, with 30% advocating for increased service frequency.
This internal dissatisfaction mirrors the broader public sentiment. Renfe is acknowledging substantial areas for improvement, including punctuality, service frequency, real-time information updates, cleanliness, and increased presence of staff on trains. With operational challenges evident, the company faces scrutiny from both daily users and its own workforce, driving the need for urgent reforms to support smoother operations.
The recent disruptions have showcased vulnerabilities within Renfe's service framework, underscoring the need for improved communication and operational reliability. Moving forward, both employees and commuters alike are eager to see if Renfe can turn these current grievances and dissatisfaction scores around, and emerge as a more reliable partner for railway transportation.