Metrodoporto Reviews 

I lost my phone on the train, and although it was handed in and I could see the phone located in their Lost and Found office, they ignored my email request.

When I called them, they denied having my phone - even though I explained that I could see it located at Trindade station. They were very dismissive and rude.

The trains move back and forth... That's the positive point... On the other hand, the ticketing system is the most confusing thing in the universe, with an incomprehensible jumble of zones. The lines pass through stations on the map, but in real life, nothing like that happens. There's a menacing team of mercenaries who scare customers under the pretext of checking if they have the right tickets (no, they're not criminals on board the train, they're actually company employees). The signage and the entire information system seem to have been designed by a group of lunatics and are completely incomprehensible.

My experience with Metro do Porto has been nothing short of extremely frustrating and deeply disappointing. On January 24, 2023, I received a fine for allegedly using an invalid travel ticket. Despite having a valid ticket for my journey, there was a discrepancy in the zones indicated, which I explained was an honest mistake.

I have made numerous attempts to contest this fine, each time providing detailed explanations and supporting evidence to demonstrate my case. I even cited the relevant legislation, including the new Law No. 38-A/2023, which allows for the forgiveness of certain fines under specific conditions. My case clearly met these conditions: the fine was issued before the specified cutoff date and the amount was well below the threshold for fine forgiveness. Yet, Metro do Porto stubbornly refused to reconsider their decision.

Throughout this process, their responses have been dismissive and bureaucratic, showing a complete lack of empathy or willingness to understand the customer’s perspective. The principle of proportionality has been blatantly ignored, as a €60 fine for what was clearly an honest mistake is exorbitant and unjust. It seems their primary focus is on collecting fines rather than resolving issues fairly and justly.

After being left with no other choice, I reluctantly paid the fine to avoid further complications, despite the clear evidence and legal arguments supporting my case. This entire ordeal has left me deeply dissatisfied and has severely eroded my trust in Metro do Porto’s services.

The handling of my situation has been unprofessional and unreasonably rigid, reflecting poorly on their customer service and operational policies. Due to this experience, I am now highly reluctant to use Metro do Porto’s services in the future and advise others to be cautious when dealing with them.

In summary, Metro do Porto has shown a troubling lack of fairness and understanding in my case, prioritizing revenue over customer satisfaction and legal fairness. This company needs to significantly improve its customer service approach and policy application to avoid such frustrating and unjust experiences for others.