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Customer support

Assistance channels and points of service Medellin Metro System

If you require more information about Medellin Metro System and its services, or if you wish to express your suggestions, complaints and/or claims, please contact us through the following channels:


Citizen service channels

Ventanilla Única Documental:

Calle 44 46-001, Bello, Antioquia.

Opening hours: Monday to friday

7:30 a.m. to 12:00 p.m. – 1:30 p.m. to 5:00 p.m.

Hola Metro Line:

604 444 95 98

Opening hours: Monday to friday

06:00 a. m. – 08:00 p. m.

Opening hours: Saturday

9 a.m. to 5 p.m.

Online support chat


Form petitions, complaints, claims and requests

Customer service points

The Customer Service Points are located at the Niquía, Acevedo (P line), San Javier, San Antonio and Itagüí stations and provide service during the following hours:

  • Monday to friday, from 10:30 a.m. to 7:30 p.m., continuous operation
  • No service on saturday, sunday and holidays.

At the Customer Service Points you can process your Cívica Personalized card, change your profile, consult your statements or, in case of loss or theft, get your card for a second time.

If you require personalization, we recommend downloading the Civica App to travel on the Metro system.

App Cívica

Be Cívica

Take the city with you on your phone with App Cívica. Access to many benefits and possibilities of the city; public transportation, commerce, transactions and payments.