We have several routes connecting different parts of the city. We operate in Commune 16 - Belén, Commune 11 - Laureles, and District 70 - Altavista. You can check the routes, stops, and schedules on our website: https://masivodeoccidente.com, to choose the option that best suits your trip.

If this happens, please report it through the Hola Metro hotline (604 444 9598), indicating your route, date, time, and location. This information will allow us to investigate the incident and improve service delivery.

You can contact the Hola Metro hotline at 604 444 9598 or visit the website www.metrodemedellin.gov.co. Your opinion is very important to us, as it helps us identify opportunities for improvement and work to provide you with a better travel experience.

If you lose an item or document on one of our buses, please go to the office located at the Parque Berrío Metro Station, on the north side. You can claim it Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 4:00 p.m.

To check if your document or object has been found, you can contact the Hola Metro Line (604)4449598 or write to the online chat on the website: www.metrodemedellin.gov.co, Monday to Friday from 4:30 a.m. to 10:00 p.m. and Saturdays from 9:00 a.m. to 5:00 p.m. continuously.

Our feeder buses operate amidst the daily and constant unforeseen events that occur on the city's roads, such as traffic congestion, traffic accidents, roadworks and/or closures, community activities, weather conditions, poorly parked private or heavy or wide cargo vehicles, or internal issues that may affect our scheduled speed and the frequency of our service.

Our commitment is to continuous improvement, which is why we constantly work to maintain consistency and provide you with a great travel experience.

To file a claim after experiencing an incident with one of our vehicles, please send an email to novedades.viales@mdosas.com.co describing what happened and, if possible, attaching photographic material that corroborates the information described.

The number of buses for each route is authorized in advance by our regulatory bodies (Metropolitan Area of the Aburrá Valley, Secretariat of Mobility and Medellín Metro), which, through studies that analyze the demand and behavior of the service, determine the supply of our vehicles in each sector.

Bus stops are part of the public space and their infrastructure depends on other district entities who carry out this type of intervention with public resources within their jurisdiction, so they are the only ones who can build this furniture.

Our bus stops have been designated to ensure that the areas where our buses pick up and drop off passengers are safe and do not pose a risk to other road users. Stopping only at authorized stops allows for a safer, more organized, and faster journey for everyone. Respecting these guidelines helps improve the travel experience.

These breaks are part of the service's regulation. They help us maintain an appropriate frequency and ensure that buses run in an organized manner, avoiding congestion or long waiting times.

Masivo de Occidente belongs to the Integrated Transportation System of the Aburrá Valley – SITVA, so our only payment method is through the Cívica card. This facilitates access, improves boarding times, and provides greater security for everyone.

Remember to check your card balance before each trip to avoid any problems. Access the Cívica App and find out about the electronic and physical recharge points available to you.