Passenger Reports Five Months of Hostile Treatment
A Barcelona resident has reported enduring repeated hostile behaviour and discriminatory treatment from a driver on Transports Metropolitans de Barcelona (TMB) bus line 34, between the Sagrada Família and Fabra i Puig stops, since January 2026. The passenger, who uses the route regularly, says the driver at the Sagrera – Parc de la Pegaso stop demanded he press a button to open the bus doors, a requirement not imposed on other passengers. The man described further incidents, including the driver passing his stop without picking him up, using repeated insults such as "idiot", and deliberately stopping the bus far from the pavement when he requested to alight. These actions caused him ongoing distress, affecting his well-being each time he faced using the route.
TMB and Ombudsman Respond
The passenger reported the incidents to TMB from the outset, but his complaint was initially rejected, with the operator defending the driver’s actions under a demand-responsive access system. On 28 May 2026, the Office for Non-Discrimination formally referred the case to the Sindicatura de Greuges (Barcelona’s ombudsman body). In August 2026, TMB acknowledged in a subsequent report that the driver’s conduct did not comply with established procedures, issued an apology, and announced the creation of a working group to review access protocols and clarify driver responsibilities.
The Síndic de Greuges has concluded that the employee’s actions violated established procedures and that management oversight was not effective.
As a result, the Sindicatura de Greuges has recommended that TMB issue a formal institutional apology, reassign the driver to a different route than line 34, and implement internal measures to prevent recurrence.
Company Cites Lack of Evidence
Despite acknowledging procedural failings, TMB told El Periódico that after reviewing available recordings, it could not verify the reported insults, reprisals, or discriminatory conduct. The operator stated that without "objective elements", it could not justify reassigning the driver, citing labour regulations and principles of proportionality and legal certainty. TMB reiterated that its official policy requires only a hand signal for the bus to stop and open doors. On vehicles with one or two doors, boarding must be through the front; on those with three or more doors, the second door may also be used by pressing the green button. The resolution by the Sindicatura de Greuges recalls the Barcelona City Council’s commitment to the UN Sustainable Development Goals and the 2030 Agenda for responsible and effective public service.
Sources: El Periódico.
