One tourist information centre and nine tourist information points
Madrid Destino manages the capital’s network of Tourist Information Centres and Points, which welcome, inform and assist visitors with any questions they have.
There is currently one Tourist Information Centre, located in Plaza Mayor, and nine tourist information points, located in the areas with the most tourists: Paseo del Prado, Atocha, Plaza de Callao, Recoletos-Colón, Santiago Bernabéu Stadium, CentroCentro Cultural Centre, Adolfo Suárez Madrid-Barajas Airport (T2, between Halls 5 and 6, and T4, Hall 10). They are complemented by the Foreign Tourist Assistance Service (SATE).
Europe’s most welcoming city, committed to excellence in tourist assistance
In 2017 the tourist information centre and points run by the City Council renewed their Q for Tourism Quality certification, with an average overall score of 9.54 out of 10. This was the best score to date, highlighting their compliance with the stringent quality standards set out in the international ISO 14785 Standard for Tourist Information Offices. The certification, held since 2010, is issued by the Spanish Tourism Quality Institute (ICTE).
Three aspects in particular ranked the highest: first, satisfaction scores in surveys conducted among users of the tourist information centre and points (which continue to be excellent and even showed a slight improvement against the previous period); second, the preparation and attitudes of tourist information agents in all of the points visited, their broad range of knowledge, the provision of assistance geared towards the visitor’s individual needs and their proactiveness in gathering data to flesh out the information provided; and third, the universal accessibility of the Plaza Mayor Tourist Information Centre, which provides assistance in Spanish sign language and has hearing loops, tactile paving, ischial supports, a haptic map and an adapted desk.
The City Council strives to welcome visitors, and this is one of the services that it works hardest to improve and innovate. Madrid was the first place in Spain to have a mobile tourist information unit, which was also the first mobile point where tourist products and services were marketed, for example the tourist bus. The city of Madrid was also a pioneer in Spain with its Foreign Tourist Assistance Service (SATE), which cooperates with the national police and has since been replicated in other destinations. In addition, the capital has the longest tourist assistance hours in Spain (9am-9pm. Casa de la Panadería: 9.30am to 9.30pm, Information Points: 9.30am to 8.30pm, Airport: 8am to 9.30pm and SATE: 9.30am to 11.30pm).
Over 2.5 million tourists assisted
The city of Madrid’s Tourist Assistance and Information Services (SAIT) assisted 2,529,267 visitors in 2017, 3.24% more than in 2016. 67% of them were from outside Spain. The service was most frequently used by tourists from France, followed by those from Argentina, the USA, Italy, the UK and Germany.
For more information visit: https://www.esmadrid.com/en/tourist-information-centres .