Serveis Ferroviaris de Mallorca (SFM) has taken a major step to enhance the experience for its passengers, awarding a new assistance and information contract for 2026–2030. The public company says the move represents a “significant” improvement to services, providing clear information, immediate support, and round-the-clock assistance to everyone using the island’s rail network.

Record budget boost for better service

The new contract allocates €1.16 million for the first two years, extendable, compared with €483,418 for the previous 2020–2024 contract. SFM states that this increase will allow a move towards a more comprehensive and user-focused service, addressing a long-standing demand from travellers: rapid, reliable information at all times.

Comprehensive 24-hour support

A key feature of the new service is a fully integrated support system, assisting passengers before, during and after their journeys. Unlike the previous contract, which focused mainly on basic remote assistance and technical monitoring, the new framework ensures continuous service 24 hours a day, 365 days a year, with faster responses to issues and common queries about schedules, service changes or complaints.

Enhanced communication channels

Information will now be delivered through multiple channels: public address systems and screens in stations, onboard visual and audio systems, the corporate website, social media platforms like Instagram and X, messaging services such as WhatsApp, and direct phone support. This approach ensures that every passenger can access the information they need exactly when they need it, dramatically improving the travel experience.

Artificial intelligence for instant answers

The contract also introduces an artificial intelligence system designed to provide automated responses to frequently asked questions. The system will be multilingual, accessible to passengers with disabilities, and designed to deliver clear, fast and intuitive information to all users.

Coordinated transport information

SFM will strengthen coordination with the TIB bus service via the Consorci de Transports de Mallorca, providing passengers with coherent, integrated information when using multiple modes of transport. This will be especially useful during service disruptions, special events, or unplanned incidents, ensuring a smoother, more predictable journey.

Safer and more reliable network

Continuous monitoring of rail infrastructure is also included in the contract, allowing faster detection of incidents, better coordination of responses, and reduced service disruption times. This increases both the reliability and safety of the network, guaranteeing passengers always receive clear and up-to-date information.

Ongoing evaluation and future adaptation

The new framework includes monitoring systems, regular reports, and data analysis to allow progressive improvements. The increased investment will also strengthen support during peak periods, such as weekends, holidays, and night services, and ensure adaptability to future expansions of the rail network.

New screens and digital systems

As part of the wider strategy, SFM has installed 171 new screens across train and metro stations this year, alongside a real-time digital information system. Public address systems are being upgraded, and onboard content management systems are being renewed. A new SFM website is also due to launch, offering more intuitive, complete, and easy-to-navigate access to essential travel information.

A firm commitment to passengers

With this contract, SFM reinforces its commitment to passengers, combining efficiency, accessibility, and technology. Improved information is complemented by other strategic priorities, including increased staffing, enhanced safety, more comfortable trains, and modernised infrastructure, consolidating a more reliable and passenger-focused service for both residents and visitors to Mallorca.