According to data analyzed by the Complaints Portal, the number of complaints filed against the Lisbon Metro has been increasing throughout the year. Last August, the number of incidents increased by 80% compared to August 2024.

Among the main reasons for complaints reported by passengers are: problems related to poor hygiene and infrastructure (42% of complaints), referring to cases of dirt on the transport. Dissatisfaction is also attributed to a lack of accessibility, a lack of security, and dirty or damaged infrastructure.

Payment and transaction errors account for 19% of complaints, with reports of improper charges, payment/transaction problems, undue fines/penalties, payment errors, and lack of transparency.

Next come customer service issues, generating 11% of complaints. Passengers report inadequate/inefficient service; communication/information failures; failure to comply with the duty to provide information; and refusal of service.

Lack of punctuality also accounts for 11% of incidents recorded since January. These complaints refer to non-compliance with timetables; Waiting time/delays.

Jorge Duarte was one of the users who complained on the Complaint Portal about the "lack of maintenance, hygiene, and delays."

Another passenger complained about the lack of hygiene in the stations: "It's still deplorable—even with their uniformed employees smoking on the stairs—and the dirt is a constant."

For Pedro Lourenço, founder of Portal da Queixa: "the data shows a clear trend of degradation in the service provided by the Lisbon Metro, with an alarming 80% increase in complaints in August alone. Lack of hygiene, infrastructure failures, and inefficient service are recurring complaints, which call into question the minimum quality required of an essential public service.

“The recent accident at the Elevador da Glória once again exposed the fragility of public transportation safety in the capital. But we shouldn't wait for tragedies to discuss hygiene, maintenance, or accessibility. It is essential to continuously guarantee the dignity of the service provided daily to thousands of users in the Lisbon metropolitan region."

Pedro Lourenço further argues that: "Free public transportation, while a socially relevant measure, cannot be an excuse to compromise the necessary investment in quality and safety. This must be a clear priority on the agenda of the next Mayor of Lisbon."