Rodalies, Catalonia’s commuter rail network, says it has opened an internal investigation into a complaint that a Renfe ticket inspector shouted at a passenger who was speaking Catalan at Manresa station on Thursday 17 September.

The case matters to commuters who rely on the T-mobilitat digital ticket system: the passenger says an app failure left her unable to show her valid fare and that she had to buy a second ticket to leave the station. It also concerns passengers’ right to receive assistance in either of Catalonia’s official languages when using public transport services.

Passenger says ticket app stopped working

According to El Món, political scientist Joan Gil Oliveras said the incident affected a friend at about 05:30 during an exceptional ticket check at the station exit. He said her T-mobilitat app had gone blank.

  • A first employee reportedly suggested that she leave behind another passenger.
  • The person leading the check then told passengers with ticket problems to wait to one side, according to Gil.
  • When the exit was opened, passengers were told to buy a ticket, Gil said.
  • The passenger says she was directed to the information point after explaining that her journey had already been paid for.

Gil said another employee was dealing with the app problem in Catalan when the supervisor entered the conversation and shouted at the passenger, even though she had not been speaking to him at that point.

“I have already told you that I do not understand Catalan!”

The passenger subsequently bought another ticket to leave the station and has lodged a formal complaint seeking reimbursement, Gil said.

Rodalies requests details to identify staff

Rodalies told Gil that it had begun an internal investigation to establish the circumstances of the incident. The operator asked for more information about the train and station so it could identify the staff involved.

Gil said he would provide the details privately because he did not want to publicly shame the worker. He said the incident should have consequences and described the verbal treatment as unprofessional and aggressive.

Gil argued that the conduct breached the Catalan Consumer Code, which protects consumers’ right to be served in Catalan by public and public-interest services. He also cited Renfe rules that say users must be treated properly and helped with requests for information in any of Catalonia’s official languages.

For passengers whose T-mobilitat app fails during a journey, the complaint illustrates the practical importance of receiving clear assistance at station exits, particularly where a second ticket may be requested before they can leave.

Reported by elmon.cat, El Món.