Consorcio Regional de Transportes de Madrid

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FAQ

Do I need an appointment to go to a Management Office?

It is necessary only when you request your Public Transport Personal Card for the first time. For any other related matter, you do not need make an appointment but it is recommended for ensuring you get the appropriate attention at the time you have requested it.

How can I make an appointment?

You can request an appointment for the Public Transport Card at the tarjetatransportepublico.crtm.es web or phone general information of Madrid 012 (91 580 42 60 for calls from outside Madrid).

For the management of the Public Transport Card it is necessary that the interested party should arrive with the valid identity document. The issuance of the new Card has a cost of 4 euros and the photograph will be taken at the time in the office itself.

If you meet the conditions that entitle you to a discount, you must present the Large Family Card or Disability Certificate equal to or greater than 65%.

The Public Transport Card is delivered immediately.

Where and when can I make the Public Transport Personal Card proceedings?

At our Public Transport Card Management Offices, within the time schedule indicated in the attached document. When applying for the Public Transport Personal Card for the first time, you must make an appointment. For any other related matter, we suggest that you make a new appointment to avoid unnecessary waits.

Can I consume my card's charge if during the period of validity, I turn the age that obliges me to change the user's profile?

If during the validity period of a 30-day recharge you go through one of these two circumstances:

  • You are 26 years old and your profile goes from Young to Normal
  • You turn 65 and your profile goes from Normal to Elderly

You can finish consuming your charge without having to pay any fare supplement. When you do the next charge, your card will automatically update your user profile and the corresponding fare will apply.

Where can I use the Public Transport Personal Card?

  • 30-days travel pass: available for all fare zones and for the Interzone travel pass. The zones E1 and E2 keep the magnetic format and one calendar month of validity.
  • Annual tickets: available for all fare zones and for Interzone travel pass, including E1 and E2 zones.

Can I change the zone of the ticket loaded on the Card?

If, during the 30 days of the period of validity of a charge, the user needs to change the zone, it can be done in any of the Management Offices, in the tobacconists and in the subway machines.

This operation can be performed in the following cases:

  • Change of a zone by another one of higher price: the user must pay the difference between the two zonal fares. The price difference will be applied between full fares, regardless of the number of days consumed and validity will remain the same.
  • Change of an interzone travel pass for another interzone one of the same price: the user can make this change without any cost.

Loss or theft of the Public Transport Personal Card

In case of loss or theft, the user may request the locking of his/her card and a duplicate of it. The application can be processed by one of this two ways:

- In person, going to any of the Management Offices of the Public Transport Card with balance recovery service. It is essential that he/she comes with the ID. At the request of the interested party, the Consorcio Regional de Transportes de Madrid will block the use of the card, once the status and balance of tickets contained in the lost or stolen card have been checking. The CRTM will issue a new card with the tickets contained on the missing card within the following five days.

If the user does not have tickets or waives the ones contained at the stolen card or lost, the card will be delivered to him on the spot. 

- Online, at tarjetatransportepublico.crtm.es, clicking on the "Duplicate due to theft / loss" button in the side menu. In this case, the card will be sent without charge to the user's address.

If the ticket loaded on the card is an Annual Pass, you can only request blocking and duplicate it in person.

  The new issuance of the card for loss or theft will cost EUR 6.00.

Card damage

The replacement of the damaged card is free of charge within the two-year of warranty, as long as any damage do not arise to its misuse.

 In case of any damage after the warranty period, the user could request a new card, but its issuance will cost EUR 6.00.

What documentation do I need to apply for my Public Transport Personal Card?

  • Application.
  • A current photo, similar to a passport photo in terms of color and size (in the management office can the photo be taken in situ).
  • ID, passport or residence permit.
  • Documents for applicants who evidence special conditions or profiles (i.e. large family certificate or disability equal or higher than 65%). For large family, you can also submit the certificate attesting that condition, which can be downloaded from the APP.
  • Applicants under 14 years old without an ID document, a printed authorization of his/her parents/minors guardian; Family Book or the birth certificate; and the ID of his/her parents/guardian.
  • If the applicant is under 7 years and comes with someone other than his/her legal representative, he/she must submit an authorization signed by his/her parents or guardian.

 

I have requested my Public Transport Personal Card, but I have not received it yet

If the period of time to receive your Card has passed (about 7 to 15 working days), you can go to a management office (except EMT offices, Valdemoro and Parla) with your ID number and the receipt of the application form.

At the office you will be informed of the status of your request or a duplicate of the Public Transport Personal Card will be made and the previous requested cancelled, in case it has not arrived at your address.

I have received my Public Transport Personal Card, but it contains incorrect data

If the Public Transport Personal Card has incorrect data (name or photo), you must go to any Public Transport Card Management Offices with your PT Card and your ID document so that we can make a new one. The agents will make any modification immediately and at no cost.

I want to change my user profile

If the personal profile for having the right to apply for special fares has changed (large families or disability equal or higher than 65%), user must go to a management office, and carrying the documentation that evidences the new circumstances. Then the card will be updated so that you can charge new tickets with the appropriate discount.

I have renewed my Large Family/Disability Certificate, but when I charge the Public Transport Personal Card the discount is not applied

If you have renewed your Large Family/Disability Certificate, you must update such information in your Card so that you can keep your 30-day ticket with the discount price. Therefore, you must make the update in person in any of the Public Transport Card Management Offices.

Besides your PT card, you must bring the Large Family/Disability Certificate or the certificate attesting the large family condition, which can be downloaded from the APP, as well as a valid ID document. The profile update is immediately made at no cost.

I want to request the Public Transport Personal Card for my child who is under 14 year old, but he does not have ID

To obtain a new PT card, you must have a valid ID card. In the case of children under 14 years old with no ID card, there is available an exceptional proceeding: parents/guardians must fill in and sign a request Card form for children under 14 years old without ID card.

This document must be accompanied by a birth certificate or the Family Book or ID of the guardian, who will become responsible for the correct use of the PT card.

If you request an appointment to obtain the Public Transport Card for a child who does not have ID, remember that the day of the appointment will have to go with him to the management office to process it.

In case of incident with the card, the minor must be accompanied by his tutor and the family book so that they can be attended in the offices. You can also go only the tutor with the family book, without it is necessary for the child to go.

I want a charge payment receipt, or a bill of my Annual Card

Public Transport Personal Card bills must be requested in person at the CRTM offices, by presenting both the ID card as Public Transport Card, getting the bill at the time.

  • Address: Plaza Descubridor Diego de Ordás, 3 - 28003 Madrid
  • Customer service: From 8 AM to 20 PM from Monday to Friday

I cannot access to public transports with my Public Transport Personal Card

When a validation equipment does not allows the access with the new Public Transport Card, the operating company must identify the possible cause. Otherwise, the operator will notify the user a management office to determine the cause of the problem and act consequently. In no case, the operator could request the user the card charge receipt to solve the problem.

What should I do if I have a problem with the contactless Public Transport Tourist Card?

To solve any problem with the Public Transport Tourist Card you may have please, contact a management office, except the EMT and Light Rail ones (see public opening hours here).

I want to change my personal information from the card (phone, address, email)

To change any of the personal data contained in your card, please, contact any management office to inform of changes, being your card updated at the time.

This proceeding is different to those like zone changes or profile changes contained in problem management of this web.

I have a TTP Card with an annual travel Pass and I need a 30 days travel pass, can I use the same card?

No, you need to request a new Public Transport Card through the usual channels paying € 4.

I have a TTP Card with a 30 days travel pass and I need an annual travel pass. Can I use the same card?

No, you need to request a new Annual Public Transport Card requesting an appointment at a management office. It will be delivered in the act by paying € 4 of the card and the amount corresponding to the annual pass.

What is the Blue Card?

The Blue Card is a travel pass contained in a contactless card similar to the Public Transport Card, addressed to citizens registered in the municipality of Madrid who meet certain characteristics of age or disability, and with a rent limit.

It is requested through the City Council of Madrid, and is exclusively used in the services of Metro de Madrid (zone A), Municipal Transport Company of Madrid (EMT) and Light Rail of Madrid (ML1).

The Blue Card is requested in person at the Madrid Customer Service Offices, or at the 010 general information telephone number of the Madrid City Council.

 

Important: In case of incidents related with the Public Transport Personal Card, the user must provide any document that proving his identity (ID card, passport or residence authorization) at the time of going to the Management Office, either to report the case or collect a PT Card. When the user has no ID documents due a robbery, he must provide the report of theft, made to the police.

 

Do I need an appointment to go to a Management Office?

It is necessary only when you request your Public Transport Personal Card for the first time. For any other related matter, you do not need make an appointment but it is recommended for ensuring you get the appropriate attention at the time you have requested it.

How can I make an appointment?

You can request an appointment for the Public Transport Card at the tarjetatransportepublico.crtm.es web or phone general information of Madrid 012 (91 580 42 60 for calls from outside Madrid).

For the management of the Public Transport Card it is necessary that the interested party should arrive with the valid identity document. The issuance of the new Card has a cost of 4 euros and the photograph will be taken at the time in the office itself.

If you meet the conditions that entitle you to a discount, you must present the Large Family Card or Disability Certificate equal to or greater than 65%.

The Public Transport Card is delivered immediately.

Where and when can I make the Public Transport Personal Card proceedings?

At our Public Transport Card Management Offices, within the time schedule indicated in the attached document. When applying for the Public Transport Personal Card for the first time, you must make an appointment. For any other related matter, we suggest that you make a new appointment to avoid unnecessary waits.

Can I consume my card's charge if during the period of validity, I turn the age that obliges me to change the user's profile?

If during the validity period of a 30-day recharge you go through one of these two circumstances:

  • You are 26 years old and your profile goes from Young to Normal
  • You turn 65 and your profile goes from Normal to Elderly

You can finish consuming your charge without having to pay any fare supplement. When you do the next charge, your card will automatically update your user profile and the corresponding fare will apply.

Where can I use the Public Transport Personal Card?

  • 30-days travel pass: available for all fare zones and for the Interzone travel pass. The zones E1 and E2 keep the magnetic format and one calendar month of validity.
  • Annual tickets: available for all fare zones and for Interzone travel pass, including E1 and E2 zones.

Can I change the zone of the ticket loaded on the Card?

If, during the 30 days of the period of validity of a charge, the user needs to change the zone, it can be done in any of the Management Offices, in the tobacconists and in the subway machines.

This operation can be performed in the following cases:

  • Change of a zone by another one of higher price: the user must pay the difference between the two zonal fares. The price difference will be applied between full fares, regardless of the number of days consumed and validity will remain the same.
  • Change of an interzone travel pass for another interzone one of the same price: the user can make this change without any cost.

Loss or theft of the Public Transport Personal Card

In case of loss or theft, the user may request the locking of his/her card and a duplicate of it. The application can be processed by one of this two ways:

- In person, going to any of the Management Offices of the Public Transport Card with balance recovery service. It is essential that he/she comes with the ID. At the request of the interested party, the Consorcio Regional de Transportes de Madrid will block the use of the card, once the status and balance of tickets contained in the lost or stolen card have been checking. The CRTM will issue a new card with the tickets contained on the missing card within the following five days.

If the user does not have tickets or waives the ones contained at the stolen card or lost, the card will be delivered to him on the spot. 

- Online, at tarjetatransportepublico.crtm.es, clicking on the "Duplicate due to theft / loss" button in the side menu. In this case, the card will be sent without charge to the user's address.

If the ticket loaded on the card is an Annual Pass, you can only request blocking and duplicate it in person.

  The new issuance of the card for loss or theft will cost EUR 6.00.

Card damage

The replacement of the damaged card is free of charge within the two-year of warranty, as long as any damage do not arise to its misuse.

 In case of any damage after the warranty period, the user could request a new card, but its issuance will cost EUR 6.00.

What documentation do I need to apply for my Public Transport Personal Card?

  • Application.
  • A current photo, similar to a passport photo in terms of color and size (in the management office can the photo be taken in situ).
  • ID, passport or residence permit.
  • Documents for applicants who evidence special conditions or profiles (i.e. large family certificate or disability equal or higher than 65%). For large family, you can also submit the certificate attesting that condition, which can be downloaded from the APP.
  • Applicants under 14 years old without an ID document, a printed authorization of his/her parents/minors guardian; Family Book or the birth certificate; and the ID of his/her parents/guardian.
  • If the applicant is under 7 years and comes with someone other than his/her legal representative, he/she must submit an authorization signed by his/her parents or guardian.

 

I have requested my Public Transport Personal Card, but I have not received it yet

If the period of time to receive your Card has passed (about 7 to 15 working days), you can go to a management office (except EMT offices, Valdemoro and Parla) with your ID number and the receipt of the application form.

At the office you will be informed of the status of your request or a duplicate of the Public Transport Personal Card will be made and the previous requested cancelled, in case it has not arrived at your address.

I have received my Public Transport Personal Card, but it contains incorrect data

If the Public Transport Personal Card has incorrect data (name or photo), you must go to any Public Transport Card Management Offices with your PT Card and your ID document so that we can make a new one. The agents will make any modification immediately and at no cost.

I want to change my user profile

If the personal profile for having the right to apply for special fares has changed (large families or disability equal or higher than 65%), user must go to a management office, and carrying the documentation that evidences the new circumstances. Then the card will be updated so that you can charge new tickets with the appropriate discount.

I have renewed my Large Family/Disability Certificate, but when I charge the Public Transport Personal Card the discount is not applied

If you have renewed your Large Family/Disability Certificate, you must update such information in your Card so that you can keep your 30-day ticket with the discount price. Therefore, you must make the update in person in any of the Public Transport Card Management Offices.

Besides your PT card, you must bring the Large Family/Disability Certificate or the certificate attesting the large family condition, which can be downloaded from the APP, as well as a valid ID document. The profile update is immediately made at no cost.

I want to request the Public Transport Personal Card for my child who is under 14 year old, but he does not have ID

To obtain a new PT card, you must have a valid ID card. In the case of children under 14 years old with no ID card, there is available an exceptional proceeding: parents/guardians must fill in and sign a request Card form for children under 14 years old without ID card.

This document must be accompanied by a birth certificate or the Family Book or ID of the guardian, who will become responsible for the correct use of the PT card.

If you request an appointment to obtain the Public Transport Card for a child who does not have ID, remember that the day of the appointment will have to go with him to the management office to process it.

In case of incident with the card, the minor must be accompanied by his tutor and the family book so that they can be attended in the offices. You can also go only the tutor with the family book, without it is necessary for the child to go.

I want a charge payment receipt, or a bill of my Annual Card

Public Transport Personal Card bills must be requested in person at the CRTM offices, by presenting both the ID card as Public Transport Card, getting the bill at the time.

  • Address: Plaza Descubridor Diego de Ordás, 3 - 28003 Madrid
  • Customer service: From 8 AM to 20 PM from Monday to Friday

I cannot access to public transports with my Public Transport Personal Card

When a validation equipment does not allows the access with the new Public Transport Card, the operating company must identify the possible cause. Otherwise, the operator will notify the user a management office to determine the cause of the problem and act consequently. In no case, the operator could request the user the card charge receipt to solve the problem.

What should I do if I have a problem with the contactless Public Transport Tourist Card?

To solve any problem with the Public Transport Tourist Card you may have please, contact a management office, except the EMT and Light Rail ones (see public opening hours here).

I want to change my personal information from the card (phone, address, email)

To change any of the personal data contained in your card, please, contact any management office to inform of changes, being your card updated at the time.

This proceeding is different to those like zone changes or profile changes contained in problem management of this web.

I have a TTP Card with an annual travel Pass and I need a 30 days travel pass, can I use the same card?

No, you need to request a new Public Transport Card through the usual channels paying € 4.

I have a TTP Card with a 30 days travel pass and I need an annual travel pass. Can I use the same card?

No, you need to request a new Annual Public Transport Card requesting an appointment at a management office. It will be delivered in the act by paying € 4 of the card and the amount corresponding to the annual pass.

What is the Blue Card?

The Blue Card is a travel pass contained in a contactless card similar to the Public Transport Card, addressed to citizens registered in the municipality of Madrid who meet certain characteristics of age or disability, and with a rent limit.

It is requested through the City Council of Madrid, and is exclusively used in the services of Metro de Madrid (zone A), Municipal Transport Company of Madrid (EMT) and Light Rail of Madrid (ML1).

The Blue Card is requested in person at the Madrid Customer Service Offices, or at the 010 general information telephone number of the Madrid City Council.

 

Important: In case of incidents related with the Public Transport Personal Card, the user must provide any document that proving his identity (ID card, passport or residence authorization) at the time of going to the Management Office, either to report the case or collect a PT Card. When the user has no ID documents due a robbery, he must provide the report of theft, made to the police.

 


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