“We identified growing passenger dissatisfaction with hygiene conditions on public transport in the country. It is the second most frequently cited reason for complaints to the sector, after poor service quality provided by operators. The data revealed that, since the beginning of the year, poor hygiene has accounted for 23% of complaints. Accumulated trash, unpleasant odours, and the presence of cockroaches are some of the complaints reported. Carris Metropolitana is the most targeted entity”, an analysis of the Complaints Portal revealed.

“Between January 1st and July 20th, 2025, 1,172 complaints were registered on the Complaints Portal regarding the public transport sector.”

According to the analysis, poor hygiene conditions on public transportation account for 23% of registered complaints, reflecting a worrying level of dissatisfaction among passengers.

The data show an increase in the number of complaints, particularly in the second quarter of 2025, which saw a 27.21% increase compared to the same period in 2024. June 2025 was the month with the greatest variation, with a 57.81% increase in the number of complaints compared to June 2024.

Among the main causes of dissatisfaction with public transportation, poor hygiene stands out as one of the most serious concerns. It ranks as the second most common complaint, accounting for 23% of all grievances filed against the sector. Commuters frequently report issues such as accumulated trash, persistent unpleasant odours, and the presence of pests like cockroaches.

The leading cause of dissatisfaction remains service failures or poor quality provided by transport companies, representing 27.47% of complaints. Other notable issues include delays and service interruptions (14.68%), inefficient customer service (11.86%), financial and contractual problems (9.30%), lack of safety (8.70%), and technical or operational failures (3.75%).

The Complaint Portal received reports from passengers who witnessed the presence of cockroaches inside vehicles, with alarming accounts of infestation and unsanitary conditions, such as Ana Apolinário, who described the presence of cockroaches crawling up passengers' legs on a Carris Metropolitana bus. André Soares also reported the same scenario: "It is with alarming frequency that I come across the presence of cockroaches inside vehicles, a situation that has been worsening over time. This reality is unacceptable."

Among the most targeted entities is Carris Metropolitana, which received 19.97% of complaints, followed by CARRIS (18.52%) and CP - Comboios de Portugal (16.98%). In fourth place is the company operating in the Porto district, UNIR, with 13.48% of complaints generated this year, followed by Fertagus with 9.64%. STCP receives 4.44% of complaints against the sector, and Metro do Porto 4.18%. Metro Lisboa receives 3.41%. SMTUC (Municipalized Urban Transport Services of Coimbra) was the target of 2.39% of cases, and Transportes Coletivos do Barreiro received 2.05% of complaints registered since the beginning of the year.

This scenario reinforces the urgent need for concrete action by transport companies and regulatory authorities.

According to Pedro Lourenço, founder of Portal da Queixa: "The lack of hygiene conditions on public transport is a problem that passengers face daily and that has been gaining attention on Portal da Queixa. By 2025, almost one in four complaints related to the sector will report health issues, some of which are truly alarming, such as the presence of cockroaches. This data should serve as a wake-up call to the responsible entities, which cannot continue to ignore such a basic issue as ensuring a minimally hygienic environment on public transport services."

The geographic distribution of complaints shows a higher incidence in Lisbon, Porto, and Setúbal, regions with the highest density of public transport. Most consumers who complained about the sector are female (56.51%), and the predominant age group is between 25 and 54 years old.