Atención al Ciudadano

FREQUENTLY ASKED QUESTIONS

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How can I request my Cívica card?

What are the operating hours for the Arví Cable (Line L) and how much is the fare?

What benefits do METRO and the Medellín Mayor’s Office give students?


My company would like to make a commercial agreement with the Cívica card. What is the procedure?

I want my company’s personnel to know more about the Cívica card. What is the procedure?

I would like to interview a METRO Public Servant. What is the procedure?

I would like to present my service portfolio to METRO. What is the procedure?

I would like to carry out a commercial activity at one of the METRO stations or at a station square or gathering spot. What is the procedure?

I want my commercial locale to have an External Cívica Card Recharging Point. What must I do?

I would like to request a guided tour of METRO facilities for a group of university students. What is the procedure?

I would like to carry out a non-commercial activity at the system stations and squares or gathering spots. What is the procedure?



• How can I request my Cívica card?

 

You must go to a Citizen Attention Point (PAC) at the stations San Javier, San Antonio, Itagüí or at the personalization point at Niquía station to request your Cívica card for free. Opening hours are Monday through Friday from 6:30 a.m. to 8:30 p.m. and Saturday from 9:30 a.m. to 4:30 p.m.  

You must take any one of the following documents:

  • Colombian citizen card 
  • Colombian identification card for minors
  • Passport
  • Drivers License
  • University photo ID card (not manual).
  • Birth Certificate
  • Health Service Provider or Family Compensation Fund ID card validated with photo ID 
  • ID theft police report

 

 

• If I lose an object or a document in the Metropolitan Transit System, how can I recover it?

 

Lost-and-found documents can be retrieved at Citizen Attention Points at the stations San Javier,  Niquía and Itagüí depending on what station they were found. Opening hours are Monday through Friday from 6:30 a.m. to 8:30 p.m. and Saturday from 9:30 a.m. to 4:30 p.m.

Lost and found objects remain at the Service Operator’s Office for two (2) days, then they are taken to the Contact Personnel Management Office, and then to the corresponding Citizen Attention Point where they remain for two (2) days. After that, they are taken to METRO Administrative Offices where they are kept for six (6) months. After that time, they are either donated or destroyed.

 

 

 

• What are the operating hours for the Arví Cable (Line L) and how much is the fare?

 

Arví Cable Cars operate from 9:00 a.m. to 6:00 p.m. every day except for the first business day of the week. For example, if Monday is a holiday, then the Arví Cable Cars do not operate on Tuesday that week because of maintenance. 

Fares:

  •  WITH BENEFICIERY IDENTIFICATION SYSTEM (SISBEN is the Colombian acronym) LEVEL 1, 2, AND 3, PLUS CÍVICA CARD: COP 100 PER Transfer and COP 350 per new station or per trip. 
  • WITH SISBEN BUT WITHOUT CÍVICA CARD (Regardless whether entry into the Arví Cable Car System is by transfer or by new station) COP 350 per trip
  •  WITHOUT SISBEN   COP 3.500 per trip
  • Entry is free for CHILDREN UP TO 1 m. (4 ft.) TAL

 

 

 

 

• What benefits do METRO and the Medellín Mayor’s Office give students?

 

Through Cívica card, METRO offers a special student fare of COP 1,210

The Medellín Mayor’s office offers a special benefit only to students enrolled in Medellín public institutions with a student fare of COP 775. To access this benefit, students must go to the Student Services Office of their educational institution and request more information.

 

 

 

• My company would like to make a commercial agreement with the Cívica card. What is the procedure?

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

 

 

• I want my company’s personnel to know more about the Cívica card. What is the procedure?

Please call Commercial and Social Management during business hours at (574) 4548616.

 

 

• I would like to interview a METRO Public Servant. What is the procedure?

You must contact METRO Communications Directorate at (574) 4548862 and speak with Paula Andrea Agudelo, the professional in charge. This procedure applies to all persons (journalists, students, among others).

 

 

• I would like to present my service portfolio to METRO. What is the procedure?

You may send or take your portfolio to METRO Administrative Offices (Sede Administrativa METRO) located at Calle 44 No 46-001, Municipio de Bello specifying the type of service you are offering (For example, LOGISTICS, ENGINERING, MAINTEINANCE, INFRASTRUCTURE, COMMERCIAL) for the portfolio to be redirected from the Documents Administration to the appropriate area. You may also send your portfolio in digital format by email to contactenos@metrodemedellin.gov.co

 

 

• I would like to carry out a commercial activity at one of the METRO stations or at a station square or gathering spot. What is the procedure?

You must send a letter stating all the activity specifications (date, time, station, material to be used, product or service to promote, and activity goal) to Sr. Andrés Mira, Chief of Planning and Real Estate (Encargado de Planeación y de Inmobiliaria) by fax (574) 4524450.

 

 

• I want my commercial locale to have an External Cívica Card Recharging Point. What must I do?

Please call METRO Professional Ana Lucía Huertas at (574) 4548647.

 

 

• What objects are not allowed in the Metropolitan Transit System?

Below are some of the objects that are not allowed in the system (pursuant to the rules and regulations set forth in USER RULES AND REGULATIONS CHAPTER II: User Rights and Obligations, CLAUSE 11, ITEM 3). 

  • Vehicle oil and batteries 
  • Oil-based paint 
  • Aerosols 
  • Fumigation tanks 
  • Fire extinguishers 
  • Oxygen tanks (Users who depend on oxygen tanks to breathe properly must address a letter to Sr. Francisco Toro Gallego at Calle 44 46-001 Municipio de Bello). 
  • Any and all flammable, corrosive products or chemical products that may affect the train cars, cable cars, stations, and the operational and physical safety of persons in contact with such products. 
  • No sharp objects are allowed in the system, such as machetes, hatchets, knives, blades, etc.; not even wrapped in paper. 

Users may travel with properly wrapped packages up to maximum 60 cm x 60 cm (23.6 in x 23.6 in). However, you must remember that not all packages that fit these dimensions may be entered; they must also comply with the requirements for maintaining the physical safety of both the system and the users.

 

 

• I would like to request a guided tour of METRO facilities for a group of university students. What is the procedure?

This type of visits must be requested in writing to METRO Communications Directorate (Dirección de Comunicaciones METRO). University student visits must be requested at the latest one (1) month in advance. Letters must be sent by regular mail to Calle 44 46 – 001 Municipio de Bello, or by fax to (574) 454 89 67 clearly specifying the topic to be discussed and the date on which you would like the tour. Along with the letter, you must send a list with the names and ID information (Colombian Citizen Card number) of each person who will visit METRO facilities.

 

• I would like to carry out a non-commercial activity at the system stations and squares or gathering spots. What is the procedure?

To carry out a non-commercial activity at METRO stations (for example surveys) you must send a letter addressed to Dr. Iván Dario Upegui, Chief of Social Management or Citizen attention (Jefe de Gestión Social u Servicio al Cliente) at Calle 44 46 – 001 Municipio de en Bello, informing what material will be used, the goal of the activity, how many persons will direct the activity, the date, the time, and the name of the station.

Línea de atención al usuario 57(4) 4449598

PBX: 57 (4) 4548888