Service excellence
An absolute prime focus
Passengers are at the heart of RATP Group's attention, with one stated ambition: to make their daily commutes easier, and improve access to the city through an efficient and reliable transport network. The Olympic and Paralympic Games Paris 2024 provided an opportunity to demonstrate our ability to carry and manage exceptionally large crowds under optimal conditions. Today, our commitment lives on.
RATP service builds on a strong human presence. More than 20,000 employees work daily on the complex and multimodal transport network of the Greater Paris region, to welcome, inform and ensure safe journeys. Behind the scenes, maintenance teams secure transport capacity by ensuring the availability of buses, metros, RER trains, trams, and infrastructure. This dedicated team of men and women, using innovative technical systems, enables up to 11 million journeys on peak days.
An increasingly favourable opinion of service quality
86.9% this is the 2024 passenger satisfaction score in the Île-de-France region, marking a one-point increase from 2023.
This result is notably driven by greater satisfaction in interactions with staff, which has risen by over 7 points to 96.1%. Passenger information during service disruptions has improved by 1.5 points, while information under normal conditions remains stable at a high satisfaction rate of 92.3%.
Modern and universally accessible passenger information
Since 2024, RATP and Île-de-France Mobilités has deployed close to 500 new fully accessible information screens displaying real-time arrival times for the next two trains, along with live traffic updates. These were installed on the platforms of metro lines 1, 2, 5, 6, 8, 9, 10, 11, and 12 ahead of the Olympic and Paralympic Games Paris 2024. Installations will proceed on the remaining lines in 2025. The preparation ahead of Paris 2024 also accelerated the deployment of automated station name announcements on legacy train models that previously lacked this technology-an essential feature for all passengers, particularly those with visual impairments. The installation of speakers has already been completed on metro lines 3bis, 7bis, and 10, with a solution yet to be implemented on metro lines 7, 8, and 12.
Innovation in passenger interaction
Frontline staff use the Trad.IV.IA automatic translation app, which was developed by RATP and installed on their tablets. Powered by artificial intelligence, Trad.IV.IA provides instant translation in 17 languages, making communication easier with foreign visitors and individuals with hearing impairments. Widely praised by both tourists and staff during the Paris 2024 Games, this tool has now become part of everyday operations.
Using AI to monitor passenger congestion
Streamlining the flow of passengers through real-time measurement of train crowding: this is the purpose of an innovation project presented in 2024, which uses a tunnel-mounted camera that scans trains as they pass, and feeds data into an artificial intelligence algorithm that analyses the images and determines the level of occupancy. The first tests took place on metro line 14 at Châtelet station.
86.9%
this is the 2024 passenger satisfaction score in the Île-de-France region, marking a one-point increase from 2023.
€1.3 million
in funding granted to RATP by the European Commission in 2024 to co-finance two studies aimed at improving access and passenger flow management at Gare de l'Est and Gare Montparnasse stations, two particularly busy international multimodal hubs.
4 million
users have already adopted Tip Tap, the contactless payment system launched in March 2024 by RATP Dev on the 965 bus routes it operates in Tuscany.
Tuscany: certification 13816
Autolinee Toscane, the RATP Group subsidiary which operates a fleet of 2,700 vehicles in Tuscany, has obtained certification 13816 for the quality of its public transport service.
Federico Tonetti
Executive Director of the Italy Business Unit, RATP Dev
"Passengers are at the heart of everything we do. Managing people's mobility and travel is not just about driving a bus that takes you where you need to go: it's about providing a safe, comfortable, and punctual journey, accurate real-time passenger information, and fast and easy payment systems."
Preparing for the arrival of new rolling stock
Ahead of the deployment of the latest-generation rolling stock on metro line 10, ordered by Île-de-France Mobilités, RATP has been carrying out extensive infrastructure adaptation work (platforms, rail tracks, signalling, power supply, among others) for the past three years. At the end of 2025, new, modern and comfortable trains will progressively be deployed on the line. Seven other lines will follow by 2033. Similar upgrading and adaptation works have been carried out on tram line T1, the oldest tram line in the Île-de-France region, to accommodate brand-new trains capable of carrying 15% more passengers. Deployment of these trains started late 2024.
The Group's engineering teams in the Île-de-France region are also hard at work on other major projects, in conjunction with the operating and maintenance teams: modernisation of metro line 6, extension of the T1 tram line east to Val-de-Fontenay, adaptation of the RER line B infrastructure prior to the arrival of the new MI20 rolling stock financed by Île-de-France Mobilités.
New metros: set course for the MF19!
Quality service also means comfortable, high-capacity trains, and modern on-board information. Today, the engineering, operations, and maintenance teams are working hard to prepare for the arrival of the new MF19 metro trains, financed by Île-de-France Mobilités. They will gradually replace the current rolling stock on metro lines 3, 3 bis, 7, 7 bis, 8, 10, 12, and 13 from the end of 2025 through 2033. For each line, this means adapting the driving system, the centralised control centre, signalling, the tracks, the platforms and the power supply. So, the teams have been working hard since 2022 to ensure that the first trains on metro line 10 can be brought into service by the end of 2025.
Redesigned rolling stock
- Reversible air conditioning
- Wider, more comfortable seats
- Multiple USB ports for passengers
- Modernised on-board passenger information
- Nearly 25% less energy consumed (compared with trains currently in service), thanks to 100% electric braking and LED lighting
A new command centre for RER line A
In January 2024, the new unified command centre for RER line A, jointly operated with the SNCF, opened its doors in Vincennes. It brings together the teams of the two operators to jointly manage Europe's busiest urban rail line using modernised tools. For passengers: improved line performance and more comprehensive real-time information.
Accessibility: transforming yesterday's metro
Since the 1990s, all new underground infrastructure built by RATP in the Île-de-France region has been accessible to people with reduced mobility (PRM), as is the case with metro line 14 and all the stations on the recent extensions to metro lines 4, 11, and 12. The Paris bus network has also been made accessible to PRMs. At the same time, in-depth work has been carried out on accommodating people with intellectual disabilities, resulting in all metro lines being awarded the S3A label. RATP and Île-de-France Mobilités are also working with the support of CFPSAA, the main French association for the visually impaired, to adapt passenger areas to make journeys easier for the visually impaired. In addition to people with disabilities, all these improvements benefit a wide public, from senior citizens to passengers travelling with pushchairs or luggage.
Key figures
100% accessibility for wheelchair users:
- On the extended metro line 14, with full unassisted mobility, as well as in the new stations on the extensions to metro lines 4 and 11
- In all RER A and B stations
- On all tram lines
- On all Paris bus network routes
100% of metro lines operated by RATP are certified Cap'Handéo, mobility services.
Sign language in the subway
RATP Dev Mobility Cairo, the operator of Cairo's metro Line 3 (Egypt), is upgrading its passenger information system. Since September 2024, the system offers sign language videos for hearing-impaired passengers. This is a world first for RATP Dev networks.
Peaceful travel: a key service quality issue
Because a quality transport service also relies on a safe and peaceful environment, RATP has been working for years to improve safety on its networks. Thanks to 5,500 station staff, 1,000 security guards, and 50,000 video protection cameras, we combat insecurity and the feeling of insecurity, notably in terms of gender-based and sexual violence, so that all passengers feel safe and protected. We also put in place preventive measures and specific support for victims.
Sandrine Charnoz
Project Manager of the plan to combat sexist and sexual violence in transport, RATP
3 questions to Sandrine Charnoz
How do you tackle the issue of sexual and gender-based violence in public transport?
RATP is committed to safe and serene travel. This is why combating gender-based and sexual violence is a key issue for us. To provide the best possible support for victims, we wanted to offer comprehensive care. From welcoming and sheltering the victim, to encouraging them to lodge a complaint, at the end of which we offer them a taxi home from the police station. Lastly, we call them a few days later to check up on them and provide them once again with the contact details of psychological and legal support partners. We are one of the first transport operators to offer such assistance. In addition, in 2024 we set up a facility on the RATP website that allows you to report a problem directly online and be accompanied.
Who are your local contacts?
Our first relays are our on-site staff! We have set up a training programme on how to deal with victims of gender-based and sexual violence. All our station staff have been trained since 2021, as have the security agents of the Network Protection and Security Group (GPSR). And since 2023, we have been running these initiatives for employees on the bus and tram networks. But the fight against sexist and sexual violence also requires the mobilisation of all players: in 2024, we continued our efforts with the designers of the UMAY mobile application to involve the retail chains present in and around our passenger areas. Lastly, we have stepped up our policy of mobilising the transport ecosystem, by raising awareness among passengers themselves, who we encourage to learn how to help victims.
Have you launched any other initiatives?
Absolutely. While caring for victims is a very important part of our approach, we are also invested in prevention, with a range of measures to prevent such violence from happening. Among them: on-demand alighting on buses after 10 p.m., now generalised on all our lines, the implementation of exploratory walks to analyse the feeling of insecurity that may be felt by women in transport stations, communication campaigns to remind passengers of the existing mechanisms for reporting and protecting themselves in the event of sexist and sexual violence, or raising awareness among young members of the public, particularly on social networks or during talks in schools.
64 new "safe places" on tram line T3b
These safe spaces are the result of a partnership with the UMAY mobile app, which aims to secure travel in public areas. These "safe places" are shops and businesses located near tram line T3b stops, where victims of harassment can find shelter, reassurance, and be informed on what to do next. In total, 79 outlets are now labelled "Safe Places" on the RATP network in the Île-de-France region.
All in all, approximately 80 commercial chains have been awarded the "Safe Places" label on the RATP network in Île-de-France.
Pauline Vanderquand, founder of the UMAY app, to improve safety in public spaces.
" One year after the opening of the first 'Safe Place' locations at Auber RER station, our partnership with RATP continues with close to 80 safe spaces now available in or near transport areas, in the metro and RER networks, as well as on the tram network. Victim support is a key aspect in combating gender-based and sexual violence, and it's by working together, both as retailers and service operators, that we'll continue to significantly reduce this phenomenon. RATP's support in this is essential. "
In real life...
"In real life, not everyone likes it ": this is the theme of a poster and social media campaign launched in February 2024 to raise travellers' awareness of everyday incivilities and the courteous gestures to adopt. To cite some examples: Deactivate your phone speaker, fold up your scooter, take off your rucksack, allow passengers to get off before you get on, and so forth.