The rail union Alferro has challenged the new Incident Communication Manual introduced by Renfe, arguing that it “fails to reflect the real, complex and often hostile environment” in which onboard staff operate.
According to the statement, the protocol requires the delivery of pre-defined announcements, such as revised estimated arrival times for delays exceeding five minutes, with continuous updates using fixed wording. Alferro contends that this requirement turns staff into “mere transmitters of the official message”, restricting their operational discretion.
The union warns that, during line-side incidents, these obligations may interfere with operational management by demanding constant attention to communication channels and strict adherence to the script. In its view, the manual overlooks the psychological burden and pressure faced by train crews in tense situations with passengers.
It also cautions that excessive or overly rigid communication may prove counterproductive and exacerbate conflicts. Alferro maintains that priority should be given to safety and customer service, rather than literal compliance with a protocol.
The union rejects the possibility that this manual could lead to disciplinary measures and calls for greater recognition of staff experience in incident management.