Atención al cliente
Frequently asked questions
What travel card will be most economical for me?
The Citizen’s Card is the cheapest way of paying. Depending on your circumstances (resident, student, pensioner, large family, etc.) the amount you pay will be different. What’s more, if you reside in Palma or a municipality that has signed an agreement, you have the option of topping-up the card with one of the travel cards integrated into this: T-20 journeys, T-50 journeys or one of the T-Mes (T-Month) (residents, pensioners, minors and large families) that will result in significant savings with respect to profile prices and the single ticket, and that will permit you to make unlimited journeys during 30 calendar days (with the exception of the T-20 and the T-50). All credit expires after 30 calendar days and is valid on urban routes.
With the Targeta 10 (Card 10) you can travel on all urban bus routes at a cheaper price than the regular ticket. It cannot be topped-up, it can be used for 10 journeys and is sold at the EMT customer service centre, newsagents, kiosks and other authorised centres.
What are free bus changes?
When you travel with the Citizen’s Card, you have 90 minutes to change to any other bus on a different route, totally free.
How does changing between buses for free work?
Simply hold the Card up to the validating machine and this will detect that less than 90 minutes ago you got on the first bus and will deduct a free journey.
If you change bus from any route to the L1 heading towards the airport, when you get on the bus you should press button no. “2” on the validating machine and then hold up your Card. By doing this it will deduct the price of your fare from the “airport” with the Card and when you get on the L1 bus it will do the change of bus for free.
From what age do children have to pay to go on the bus?
Children less than five years old can travel for free on all EMT bus routes without a card, as long as they are accompanied by an adult who pays the corresponding fare and is responsible for them.
Between 5 and 12, children still do not pay, but must have a Citizen’s Card.
What is the maximum amount that you can pay with?
The Regulations on user rights and duties on public transport in Palma govern this section and establish that payments must be made with notes no greater than 10 euros.
How can I obtain the Citizen’s Card?
You can apply for it at the Customer Service Offices (Oficines d’Atenció al Ciutadà - OAC) at Palma Council and also at our Customer Service Office, by simply presenting your ID document and/or Family Book (Libro de Familia) if it is for a minor. Persons residing in municipalities that have signed an agreement for the Citizen’s Card with Palma Council should go to their respective town halls.
What fare will I have to pay if I use the Citizen’s Card?
The fare will depend on the profile you have activated on your card, at the time of validating the journey. For more information, please refer to current fares.
Only resident and under 16 profiles are automatically updated if they are topped-up at any establishment that has a terminal for this purpose. All other profiles require the presentation of documentation for their renewal.
What do I have to do if the Citizen’s Card doesn’t work?
You should hand it over to the driver so she/he can check there is still credit remaining. If there is no credit, you will have to pay for a regular ticket. As soon as possible you should go to a Customer Service Office (OAC) or to our Customer Service Office and request a new card.
What should I do if I have had my Citizen’s Card withdrawn for incorrect use?
You should go to an EMT Customer Service Office (OAC) where you can request its return, presenting your ID document and, if it is for a minor in your charge, presenting their ID document or the Family Book (Libro de Familia). When one month has passed after making the request, you can pick it up in the same office presenting your ID document and prior payment of the fine for incorrect use.
If the person with the card is the named holder but has not validated it when getting on the bus, they will have to pay a charge of three times the amount of a regular ticket on the route they are using, either to the inspector at that moment or at the EMT Customer Service Office within a maximum of 5 working days. If you do not present yourself at the office, the card will be blocked and a duplicate will need to be requested after having paid the fine.
If any irregularity is noticed in my travel ticket, can the driver withhold it?
Yes. Furthermore, you will have to pay for the ticket, and if it is an inspector, the corresponding fine.
What travel card is most suitable for me?
It depends on the number of journeys you make in a month. If it is only one a day, or between 4 and 5 a week, the T-20 would be best for you. For two or more per day, the T-50; and if you do more than 4 a day, the unlimited ticket may be most suitable for you: if you’re a pensioner or under 17, this is a very economical option.
Do I have to wait for the card to expire before renewing it?
If it is the same card, there is no need. But if you want to top-up a different card to the one that is currently active, then yes, it is necessary to wait until this expires.
From when do I start to count the 30 days for the expiry of credit?
From the first journey you make after topping-up.
How can I get something back that I have lost on the bus?
Items found on EMT buses are sent on the following working day to the Oficina d'Objectes Trobats (Lost Property Office) at Palma Council in the Avingudes building (Avinguda Gabriel Alomar 18 - Palma tel. 971 22 59 06), where you can collect them.
At the EMT Customer Service Office you can find information on the list of items found, but in any case, these need to be collected from Palma Council.
How can I make a suggestion or complaint?
You can use the special form that can be found on the website or also in writing, in person or by letter, to the Customer Service Office (Centre d'Atenció al Client) in Carrer Josep Anselm Clavé, 5, baixos, 07002, Palma. For any claims for accidents it is essential that you retain your ticket or present you Citizen’s Card or the Targeta 10 (Card 10) that you paid for the journey with, if the incident occurred on the bus itself.
If I am in a wheelchair, how do I access the bus?
People in wheelchairs can access the vehicle by the central door using the access ramp that the driver will fold down for you. You should then immediately position yourself on the central platform and fasten the bus’s seatbelt.
Can I get on the bus with suitcases?
The Regulations on passenger rights and duties govern everything to do with packages. These can be brought onboard providing they do not cause any nuisance or inconvenience to other passengers, which will be determined by the driver as she/he is responsible for the vehicle. The majority of buses on the L1 have suitcase stands where cases can be stowed without causing nuisance to other users.
Can I get on the bus with a bicycle?
Only if it is folded up and packaged. You cannot get on a bus with an unfolded bicycle, a surfboard or with skates on.
Can dogs go on the buses?
Yes, on routes 1-2-3-15-20-21 and 30. Providing they have a lead and a muzzle. You can check the rules for taking dogs on buses in the customer service section.
Guide dogs, with a lead, can travel on all routes. Also, where small animals are concerned, these can be carried in a bag or case adapted to transport them, as long as the driver considers that they will cause no nuisance or danger to other passengers.
If I have a pushchair, can I get on the bus?
You can access the bus by the central door, as long as the maximum occupancy of the vehicle and occupancy at that time permits it, with the pushchair open. You should immediately position yourself on the central platform of the bus, activate all safety mechanisms on the pushchair and keep the child inside it during the journey. At all times, the adult person accompanying the child is responsible for her/him during the journey.
Can I use the ramp to access the bus with a pushchair for twins?
Yes, but only if the pushchair is for twins, not with a single pushchair.
Are there seats reserved on the bus for elderly persons?
On the bus there are seats specially reserved for persons with reduced mobility, which should always, out of public spiritedness and politeness, be offered up to anyone who needs them by other users.
If whilst travelling on the bus I suffer an accident or physical injury, what should I do?
If any personal injury or material damage occurs to passengers on vehicles, this must be communicated to the driver immediately and without fail, who will give you an accident ticket that together with your bus ticket or Citizen’s Card should be presented to make the subsequent complaint.
Where can I find out more information on EMT services?
You can access the EMT website (www.emtpalma.es), send an email to firstname.lastname@example.org or phone 971 21 4444. You can also go to the Customer Service Centre in person in Carrer Josep Anselm Clavé, no. 5, Palma.
How can I find out which bus routes pass by a bus stop?
At each stop there is information on all the bus routes that pass by there, specifying their route in both directions. To help you find your location, the bus stop where you are is indicated with a red sign saying “vostè és aquí” (“you are here”). You can also check the maps on the bus shelters, information on the EMT website (www.emtpalma.es), or the maps that are freely distributed to users.
How can I find out when the bus stops at a bus stop?
By using the free MobiPalma app that you can download from your app store, for Android and smartphones.
EMT also has 100 information screens distributed at bus stops across its transport network that show the time remaining for the arrival of the different buses that stop there.
Can I get on the bus while eating or drinking?
No, you cannot get on the bus while eating or drinking.
What is the regulation that governs the services, and also the rights and duties of users?
The Reglament del Servei de transports colectius urbans de Palma de Mallorca (Regulation governing the urban public transport service in Palma de Mallorca) of the 21 December 2006, published in the BOIB no. 14 on 27/01/2007.