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Atendo Central Office

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The Atendo Central Office specialises in providing rail travel information and assistance to persons with disabilities. The office helps customers with advice on arranging their journey in the way that best meets their needs. It was created in June 2008 as a result of the partnership between the ONCE Foundation (Fundosa Accessibility) and Renfe Operadora to organise the assistance service for persons with disabilities at railway stations.

The office staff, made up entirely of people with some type of disability or reduced mobility, understand the problems faced in the world of disability and do everything in their power to organise your journey in complete safety, comfort and a guarantee of service.

In special situations that might affect customers wishing to travel by train, such as a non-accessible destination, lack of availability of an H-seat on the desired train, group journeys, etc., the Atendo Central Office provides information and arranges journeys in the most suitable manner whenever feasible.

The Atendo Central Office is located at the Madrid Atocha Suburban Trains station and is open to the public between 06:00 and 12:00 midnight. It offers customers information about the availability of rail services, accessibility conditions of trains and onboard facilities. It coordinates assistance services at stations that offer the Atendo service. It handles customer suggestions and complaints and arranges journeys for groups with diverse disabilities. It also analyses and resolves special customer situations, etc. It is also the coordinating centre for incidents that arise in the services, providing alternative transport solutions as required.

To facilitate access to communication, it provides adapted telephone and telematic devices, induction loops, leaflets in accessible formats, a communication screen and an accessible computer access point, etc. It also provides an accessible and adapted system so that the customer can submit suggestions or complaints about the service as they wish.

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