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Health & Safety (23)
16th of June 2020, 00:24 h
And we can’t wait to see you again because you are the protagonists of Trixi.com’s history, and your trust is the most important thing.
We have reopened our doors with a series of new preventive measures of security and hygiene.
Our team complies with all the measures recommended by the Ministry of Health and the World Health Organization:
- Mask and gloves for the barrier effect.
- All hygiene, disinfection and sterilisation measures are carried out.
- A protocol designed specifically for this situation is followed in order to preserve everyone’s health.
- Protective screens have been installed in reception to avoid direct contact between reception and our clients
- A limited capacity is established in the store
- The room, the equipment used and all materials are thoroughly disinfected
- Cleaning services are reinforced with new disinfection protocols for all facilities and common areas
In short, in Trixi.com we were eager to see you, so we follow the strictest protocols in terms of prevention and hygiene, in addition to all the advice and measures of official agencies.
Schedule of the New Provisional Normality
Our provisional opening hours from June 18, 2020 are:
From Thursday to Monday 10:00-18:00 h (Tuesday and Wednesday closed).
Important information: This schedule will be adapted and extended according to the evolution of the current situation. If you would like to rent a bike outside our official hours please send a whatsapp or email and contact us. We have all the flexibility to adapt to your needs. We also serve our customers outside official hours.
THANK YOU VERY MUCH FOR YOUR UNDERSTANDING. WITH A FIRM STEP, WE WILL WIN THIS BATTLE!
Call: (+34) 660 091 644 or
We can say that Madrid is a bike-friendly city.
The cycling infrastructure is good and growing by the month, the mindset of the public has changed since the 90´s, and there is now a great support for this healthy, fun, and sustainable means of transport.
“…the city of Madrid has been increasing in the last years its network of bicycle paths. In 2016, there were 195 km of cycling routes. The city council has been planning to build 400 km more for the year 2024…” (Wikipedia)
We own a fleet of 150 high quality city bicycles in different sizes and also of a fleet of 20 eBikes / electric bikes.
We may handle groups up to 500 customers in cooperation with our certfied partners – We usually create smaller groups of max. 15 customers per 1 guide.
Yes, we do have a public liability insurance. Please contact us for further details as coverage or Certificate of Insurance (COI).
We suggest you have also your own travel insurance, that covers cycling.
Travel insurance is recommended on all your holidays.
Recommended: That your insurance covers you for cycling
Recommended: That it covers medical expenses and repatriation.
Recommended: holiday cancellation
Recommended: damage, theft or loss of personal belongings and sport equipment e.g. bikes
Trixi.com has health & safety policies covering a range of topics:
- Accident Management
- Fleet Maintenance Program
- Bullying and Harassment
- Child Protection
- Contractors and Clients
- Drugs and Alcohol
- Emergency Management
- First Aid
- Hazard Management
- Smoke-free Working Environment
No urban bike tour & rental company in Spain is subject to any governmental routine inspections. For this reason we do have our internal audit team and Chief Security Officer (CSO) to guarantee the maximum quality and safety of our activity.
An external company (Securitas Direct / Verisure) realises annually a routine inspection to ensure compliance with fire and life safety codes and also “Safety & Security in the Workplace”.
Yes – we do have an “Emergency Response Plan”
- All our guides are prepared for First-Aid.
- One small first aid kit per group is provided and carried.
- Phone numbers for emergency contacts are in the first aid kit, and in the tour guide phone.
- There is mobile reception along 100 % of the trail.
- The tour guide, or an individual must notify Trixi.com immediately of any incident
- The tour guide must decide if they need emergency services urgently. If yes, they must call 112.
- Minor injuries; firstly phone Trixi.com. Ascertain if our staff can get the injured person(s) to the nearest medical centres independently. If not Trixi.com will try calling for help to the nearest available medical service
During our 20 years of activity we had only very few minor incidents thanks to the high quality of our tours, staff and bikes.
But despite preventative measures being in place, accidents during tours & rental may unfortunately happen. It is important that when such incidents occur we find out what happened and why. This allows us to control the risk and prevent further accidents.
If we had any incidents we would track them.
- Use of bike helmets if desired (not obligated by law)? – Yes
- What to do if they have a puncture or mechanical issue? – Yes
- The use of any equipment explained to customers (helmets, gloves etc)? – Yes
- Any specific safety instructions required for the area (sunscreen, sunglasses, lip salve, medication, water etc)? – Yes
- Advise on appropriate clothing – light coloured, fluorescent or reflective accessories (belt, arm or ankle bands etc)? – Yes
- Are bike locks issued and instructions on use provided? – Yes
- Not to cycle after dark unless lights are fitted? – Yes
- Emergency 24hr contact details provided in case of breakdown/loss/theft? – Yes
We’re an international team of cycling lovers – we do “speak bicycle”.
Our fullt-time bicycle mechanic has the qualification and experience to maintain our fleet on a regular basis.
Also: all of our tour guides are competent in basic bike maintenance (fix punctures, change displaced, brake/gear alignments…etc)
Yes – our staff pre-checks all bikes prior to hire.
- A is for Air: Having properly inflated tires helps prevent flats.
- B is for Brakes: Squeezing the front and rear brake levers to make sure that the brakes engage properly
- C is for Chain: We check the chain and all the gears.
Do you ensure customers are in good health and not suffering from any medical condition or disability which would adversely affect their control of the bike?
There are no special requirements for urban cycling in Madrid on a bike and we assume that people who book a bike tour or rent a bike are in a good health condition.
Our customers confirm in our booking conditions that they have the condition to realise the booked activity
Urban cycling is an easy activity. 99,9% of all customers know how to cycle in an urban environment. Who rents a bike or books a bike tour usually knows how to pedal, brake and steer.
Of course: If at the beginning of one of our tours a guide notices that a customer has difficulties to ride a bike in a safe way we would take action.
Yes. We provide cycle helmets and ensure they are the correct size and securely fastened.
Helmets are not obliged by law but we recommend and offer them anyway.
Our customers don’t need to wear a helmet in Madrid if they are in an urban area. Only cyclists up to 16 years of age are obliged to wear a helmet at all times
Yes. All of our bikes are less then 5 years old. We do a complete fleet replacement every 4 years and sell our old bikes on second hand markets.
In all the services we offer, our goal is to provide the highest quality both in the product and customer service. To achieve this goal, we renew our fleet of bicycles every 4 years always renting the latest generation models. Our goal is ensuring that our customers have a worry-free route.
We do a “Pre-Ride Safety Check” always when we do a bike tour or a rental. We check the pressure of the tires, wheel quick-releases, brakes, wheels, crank arms and pedals, stem and headset and also the chain. On a regular basis we do a complete deep bike check every 6 weeks.
Are bikes fitted with white front and rear red lights and rear red reflectors plus amber pedal reflectors?
Yes – our bikes are equipped with white front and rear red lights and rear red reflectors plus amber pedal reflectors
The use of lights for night riding is generally recommended or required by authorities as a basic safety measure, even in a well-lit urban context.
In case of breakdown, do you provide: Pump, Pocket knife, Tyre repair kit, chain tool, small wrench and pliers?
During a guided bike tour our team member will usually be able to fix the bike. In case the guide cannot repair the bike quickly our staff from the shop will try to bring a new bike in less than 15 minutes.
Rental: We offer optionally a “Repair Kit”. These kits include a pump and puncture repair kit, plus allen keys and tools to make adjustments – but our bikes are also equipped with anti-puncture tires – a system that avoids most of the time the biggest problem:
A puncture occassionally happens and it’s something out of our control. The customer can call us and we will look for the best solution.
Do your staff advise customers to be aware of the Highway Code and in particular the ‘Extra Rules for Cyclists’?
Yes – of course we do advise our customers and inform them about special rules for cyclists.
Madrid’s cycling law is called Ordenanza de Movilidad Sostenible, or translated to English, sustainable mobility ordinance. It was approved by the council of Madrid 5 October 2018. This law introduced several changes in all the city of Madrid, some of them modifying the previous status of the bicycle. The most important changes were:
- Bicyclists must ride in the middle of the lane. Before, bicyclists may ride in the middle of the lane.
- Bicyclists are allowed to travel in the opposite direction of the other traffic in living streets.
- Bicyclists may use whichever lane on the road they want, although the rightest one is preferred.
- Bicyclists are not allowed to use bus lanes, unless there are explicit signs to do so. By the way, cyclists must ride on the left side of the bus lane. Note that in Madrid, taxis and motorcycles are allowed to drive on all bus lanes, except motorcycles on the la Castellana bus lane.
- Two bicycles may ride parallel in the same lane, unless this behaviour places in danger another cyclists or in bus lanes authorized to cyclists.
- It is not mandatory that cyclists ride through bicycleways, unless it exists a mandatory cycleway sign.
- It is forbidden to ride on the pavement, on pedestrian streets and on pedestrian zones.
- Turn on red is allowed to bicycles if there is a traffic sign allowing that.