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FAQs Frequently asked questions to Medellin Metro System

How can I get my Cívica Card?
  • Hours: Monday through Friday from 10:30 a.m. to 7:30 p.m.
  • No service on Saturdays, Sundays or holidays.
  • The PACs at this station are enabled to process Civic cards for the first time and for card replacement.
  • Throughout the day they also perform Civica Eventual customization, profile changes and general information.
If I lose an object or a document in METRO, how can I get it back?

Lost Documents can be claimed at the PAC of the San Javier, Niquía and Itagüí stations, depending on the station where they were found. The schedule is from 6:30 a.m. to 8:30 p.m. and Saturdays from 9:30 p.m. to 4:30 p.m.

The time that lost items remain in the Station Operator's office is two (2) days, after which they are collected and taken to Personnel Management in Contact and then to the corresponding PAC, where they remain for two (2) days and then they are sent to METRO's Administrative Headquarters where they remain for six (6) months and then they are donated or destroyed.

What is the schedule for Cable Arví (Line L) service and what is the fare?

Cable Arví operates between 9:00 a.m. and 6:00 p.m. every day. Except for the first working day of each week. That is, if Monday is a holiday, the cable does not work on Tuesday in order to perform maintenance.


  • WITH SISBEN 3 and 4: $1.100.
  • GENERAL ARVI FARE: $11.150.
What does the subsidy provided by the Mayor's Office of Medellín to students consist of?

The assistance granted by the Mayor's Office of Medellín applies only to students attending public institutions in the city. To access the benefit it is necessary to contact the student welfare office of the educational institution.

My company is interested in making a commercial agreement with the Cívica card, what is the procedure?

Companies interested in making commercial agreements with the Cívica Card may contact (during business hours) the Associated Business Department at (574) 4548616.

I would like to interview a METRO Server, what is the procedure?

You must contact Hola METRO Line, 4449598. This application applies to all types of people (journalists, students, among others).

I want to present my portfolio of services to METRO. What is the procedure?

You can send or take the portfolio to METRO's Administrative Headquarters located at Calle 44 No 46-001 in the Municipality of Medellin specifying the type of service you are offering (Example: LOGISTICS, ENGINEERING, MAINTENANCE, INFRASTRUCTURE, COMMERCIAL) so that the Documentary Administration area can direct you to the area of your interest.

You can also send the digital format of this document to the following e-mail address

I want to carry out a commercial activity in one of the METRO stations or in its platforms. What is the procedure?

You must send a letter with all the specifications of the activity (Date, Time, Station, implements to be used, product or service to be promoted, objective of the activity) addressed to the Associated Business Management at the fax number on file (574) 4524450.

I want my business establishment to have an External Recharge Point for the Cívica Card, what should I do?

You should call Hola Metro Line 4449598.

What items are not allowed to be carried within the System?

These are some of the elements that are not allowed, among others (regulation included in the USER REGULATIONS CHAPTER II, RIGHTS AND OBLIGATIONS OF THE USERS in its CLAUSE 11, ITEM 3:)

  • Car and battery oils.
  • Oil-based paint.
  • Aerosols.
  • Fumigation tanks.
  • Fire extinguishers.
  • Oxygen pipettes (For users who depend on this element to facilitate breathing, a letter should be sent to Francisco Toro Gallego at the address Calle 44 46-001 in Bello).
  • All flammable corrosive products and all chemical products that may affect the physical condition of trains, cabins, stations and the operational and physical safety of people by contact with them.
  • No sharp objects such as machetes, axes, knives, etc. are allowed, not even wrapped in paper.
  • The maximum size of the packages that users can travel with is 60 cm x 60 cm and must be properly wrapped. However, you must remember that not all packages with this size can be admitted, they must comply with the requirements to maintain the physical security of the System and the users.
If I want to request a guided tour of the METRO facilities for a university group, what is the procedure?
These visits must be requested in writing to METRO's Communications Department. It should be noted that university visits must be requested at least 1 month in advance. Letters should be sent by mail to Calle 44 46 - 001 in Bello, or by fax to (574) 454 89 67, clearly specifying the topic to be covered and the date on which the visit is desired. Together with the letter requesting the visit, a list with the names and ID numbers of the persons who will visit METRO's facilities must also be sent.
If I wish to carry out a non-commercial activity in the System's stations and its platforms, what is the procedure?
If I want to carry out a non-commercial activity in the System's stations and its plazas, what is the procedure? When a person wants to carry out non-commercial activities in the stations (such as surveys), he/she must send a letter to Calle 44 46 - 001 in Bello addressed to the Social Management area, informing what material will be used, what is the purpose of the activity, how many people will be present, date, time, name of the stations.
What is the purpose of the convocation?

The call arises within the open innovation model promoted within the CPI policy in Colombia, a new model of relationship with the market, in which the participation of all types of entities, universities, individuals and legal entities that have the interest and ability to generate innovative ideas that contribute to: (i) the process of development and implementation of the pilot project; and (ii) the identification of technologies and solutions of interest for the technological challenges proposed in the pilot project is sought in a transparent way.

What is Innovative Public Procurement?

Public Procurement of Innovation (PPI) is a demand-driven innovation policy instrument, conceived as an initiative aimed at strengthening strategic sectors by using public procurement to promote technological development and the procurement of innovative goods and services through co-creation with the technological supply, in order to identify solutions to problems that have no solution in the market.

This new approach to public procurement has been postulated as a fundamental tool for strengthening innovative companies by encouraging the private sector to make proposals with greater added value to provide solutions to strategic government projects.

The CPI pursues the following objectives:

  • Improve public services by incorporating innovative goods or services.
  • Promote business innovation.
  • Promote the internationalization of innovation using the Colombian public market as a launching or reference client.
What are the types of Innovative Public Procurement?

Commercial and pre-commercial purchases:

  • Public Procurement of Innovative Technology (PITP): consists of the public purchase of a good or service that does not exist at the time of purchase but can be developed within a reasonable period of time. This purchase requires the development of new or improved technology in order to meet the requirements demanded by the buyer.
  • Pre-Commercial Public Procurement (PPP): is a procurement of R&D services in which the public purchaser does not reserve the R&D results for its own exclusive use but shares with the companies the risks and benefits of the R&D necessary to develop innovative solutions that outperform those available in the market.
What is Technical Dialogue?

It is a preparatory activity to a contractual process, which allows interaction with the offer, so that in a process of open innovation, possible solutions to the needs and problems raised from the demanding company are identified, in order to have inputs for the construction of the terms of reference for a future purchase.

What is not the open call for innovative solution ideas?

The open call for ideas for innovative solutions:

  • It is not an ideas contest.
  • This is not a call for grants for Research, Development and Innovation (R&D&I) projects.
  • It is not the presentation of an idea to obtain funding from Medellin Metro System.
  • It is not an open contracting procedure, it is a proper activity in the planning stage prior to the Contracting Process.
Who can participate in this call?

This call is open to all types of entities and individuals or legal entities willing to participate and collaborate with Metro de Medellin, for the development of the challenges in their definition, scope, development and innovation.

In this sense, the call seeks the participation of anyone who can "contribute ideas" for the development and execution of these challenges. In the contracting phase, national or foreign individuals or legal entities may participate.

Is the State Purchasing Entity required to respond to the valuation of ideas?

Medellin Metro System will not respond individually on the evaluation of the ideas. An e-mail will be sent informing the proponent whether or not its idea is taken into account in the process. Medellin Metro System will update the information on the projects within a reasonable period of time after the analysis of the proposals.

What use will Metro de Medellín make of the ideas received?

Medellin Metro System will use the ideas internally and will give publicity and disclosure to the final solutions defined by Medellin Metro System itself, for which it may or may not have used any of the proposals submitted in the framework of the open call for ideas for innovative solutions. The use of the contents of the proposals submitted in the framework of the open call for ideas for innovative solutions will be limited exclusively to the possible inclusion of such contents in the process of defining the technological challenges, which will be specified in the specifications of the different contracting procedures processed under the Public Procurement of Innovation formula.

Do participants or idea providers have preference in the Procurement Process?

No. The participants in the technical dialogue do not have any preference in the Contracting Process. The call is open and consequently, all interested parties are treated equally.

Who will be the person or entity with whom the contract is entered into?
Once the pre-contractual stage (open call for ideas for innovative solutions) is completed, the contractual process will begin, in which Metro de Medellín will sign the corresponding contract with the successful bidder for the development of the solution.