Metropolitan transport for all Casawis

Casabus by Alsa offers urban, metropolitan and peri-urban transport services by bus across greater Casablanca, Mohammedia and their suburbs.
Alsa Al Baida works tirelessly to improve its daily services and ensure customer satisfaction with every journey.
We are therefore pleased to present our quality of service charter which follows UNE 93200 standards.
These standards define all our commitments to quality services:

  • Enjoy all modern comforts during your journey;
  • Travel safely with us;
  • Ever more efficient services;
  • Easily accessible information about our services;
  • We will always be by your side, courteous and professional;
  • We are attached to the community we serve and on which we depend.

Enjoy your journey with Alsa Al Baida.

1. Enjoy unparalleled comfort on your journey:

We want to live up to your expectations

As of February 2021, our fleet includes 450 new buses, which will increase to 700 buses by the end of 2021. This fleet of modern vehicles is equipped with advanced comfort devices including:

  • Hot / cold air conditioning
  • CCTV video surveillance with 4 cameras
  • Driver assistance camera
  • 2 fire extinguishers
  • Shielded driver’s cab
  • Door obstruction detector to prevent entrapment
  • Bus door safety systems to prevent doors from opening while the bus is in motion
  • Safety brakes to immobilise the bus if the doors are open
  • Kneeling device to bring the bus floor closer to the bus stop
  • EBS 5 Electronic braking system
  • Secure tinted windows
  • Access ramp for people with reduced mobility
  • Free customer Wi-Fi
  • Side, front and rear programmable alphanumeric LED displays for route information
  • Operational Information System for real-time location and speed of vehicles
  • Vehicles meeting environmentally friendly Euro VI standards
  • Seats for people with reduced mobility
    Priority seats

We apply rigorous maintenance and cleaning schedules to welcome you in optimal conditions and guarantee a high level of comfort and safety inside our vehicles. We are committed to maintaining in this regard a level of customer satisfaction above 7 and not less than 6, on a scale of 1 to 10. This is maintained through an internal or external study submitted once a year to our customers, unless exceptional circumstances such as natural disasters, infrastructure modifications, operations contract modifications, or any other unique circumstances imposed on the normal delivery of the service as initially defined.

2. You will travel safely with us

Because your safety is our priority.

We operate under the strict safety procedures. We respect rigorous fleet maintenance plans, and pay great attention to selecting and constantly training our staff.

All our driving staff participate in a preliminary assessment protocol before undergoing theoretical training and a practical driving test lasting 8 hours.

Drivers are constantly assessed at pre-defined stages as well as other unique stages. These evaluations focus on the quality of their driving skills and their behaviour. Every driver undergoes a refresher course once a year.

The evaluations are carried out by specially trained inspectors and by security technicians who then decide the actions required to remedy any gaps observed.

In addition, we are committed to regularly organizing training and safety awareness sessions for the drivers, operators and maintenance staff.

Our goal is for customers to feel safe and to trust the conduct of our drivers when travelling with us. For this reason, we will maintain a score higher than 7 and not lower than 6, on a scale of 0 to 10, in the perception that our customers have of safe-driving outside exceptional circumstances such as natural disasters, infrastructure modifications, operations contract modifications, or any other uniques circumstances imposed on the normal delivery of the service as initially defined.

In addition, our services will be audited annually by an accredited external entity which will certify, where applicable, their suitability and compliance with the requirements of international security standards such as the UNE ISO 39001 standard for the UNE 22320 security management system and standards on emergency management.

3. Our services will be more efficient

Because we are committed to providing you quality service.

We carry out careful programming of our services to ensure, in normal operating situations, that departure and arrival times are respected. For greater reliability of our operations, the entire fleet is equipped with technology essential to monitoring passengers and vehicles.

We therefore promise that at least 96% of our buses will be on time, considering both departure and arrival time, with a tolerance for delays of up to 5 min from the terminal and up to 12 min at the final destination. This standard will be in effect 6 months after the implementation of the new 2021 network.

In addition, we are committed to maintaining our clients’ assessment of the punctuality of our services above 6 starting the first year of operation of the new network, and above 7 starting the second year. It should in no case be less than 6, on a scale of 1 to 10, unless exceptional circumstances occur such as natural disasters, change in infrastructure, change in the operations contract, or any other uniques circumstances preventing the normal delivery of the service as initially defined.

4. You will easily find all the information about our service

Because we offer you a wide variety of information channels.

Our customers will always find the information they need about available services. The information will be quickly updated and shared through the following channels:

  • Website : Casabus.ma
  • Dial +212520552055 for Customer Care open 7 days a week from 7 a.m. to 9 p.m.
  • On board sales & information
  • Continuously updated information at bus stops (starting
  • September 2021)
  • Social Media (Facebook, Instagram)
  • Casabus by Alsa mobile app (starting 2022)

We inform travellers of important incidents affecting our service via our website (starting 2022), as well as on board our buses.
Customer care is available from 7 a.m. to 9 p.m. and can be reached by dialling +212 5 20 55 20 55, or through voicemail from 9 p.m. to 7 a.m. We promise to call back as soon as possible.

5. We will always be by your side, courteous and professional.

We welcome you with courtesy and professionalism

We ensure that our customer service rules and standards are strictly followed by performing regular mystery shopper inspections and by closely monitoring incidents.
We make a commitment to contact you within 10 working days following a complaint.

We promise to answer 100% of complaints received within this period and there will be no more than three consecutive months in which the complaint response rate is less than 100%. In such a case, we will take actions to address this issue.

A journey accessible to all.

We guarantee accessibility to our entire fleet of vehicles by providing the following services:

  • Areas dedicated to people with reduced mobility or in wheelchairs
  • Priority seats for people with reduced mobility, the elderly, pregnant women, and people with small children.
  • Exterior signage indicating a vehicle
  • External push button to request ramp or platform access
  • Bus kneeling system to reduce possible gaps between bus stops and bus floor
  • Stop request button
  • Non-slip floor
  • Handgrips and grabpoles
  • Safety step treads

Our services are designed according to the requirements of accessibility standards such as UNE170001.

6. We are committed to the community

Because we constantly contribute to improving the quality of life in our communities.

Because we constantly contribute to improving the quality of life in our communities.
At Alsa Al Baida, we are committed to working every day to improve the economic, social and environmental conditions of the communities we are a part of.
We encourage the adoption of good health practices among our employees. Our healthy practices are also certified by AENOR, the Spanish Association for Standardization and Certification, in particular in the context of protection against Covid 19.

Because we are committed to the environment

We respect the environment and contribute to the reduction of greenhouse gas emissions by promoting public transport, a means of transport much more efficient than individual vehicles, deploying an energy-efficient fleet, using clean energy, and implementing fuel-reduction programmes.

The entire fleet of buses in Casablanca complies with the environmentally friendly EURO VI standard, and makes use of several driver assistance systems for fuel economy.

We constantly raise our employees’ awareness about the importance of respecting the environment. We monitor the effective driving performance of all drivers on a monthly basis, providing them with additional training if or when they need it.

In addition, we perform other respectful actions to the environment, such as sorting mechanical waste, decanting used water before it is sent to the network. Moreover, the systematic use of low-energy light bulbs and LED lights minimize electricity consumption.

We respect our commitments.

Each of the commitments in this charter has been associated with an indicator to measure compliance. Each indicator will be continuously monitored and the company will announce the results annually to its customers and users by publishing results on its website at the end of each year.

Applicable standards:

Law 54-05 relating to the delegated management of public services promulgated by Dahir nº1-06-15 of 15 Moharrem 1427

Regulations governing the use of the bus transport service within the territory of the Al Baida Intercommunal Cooperation Establishment

User rights and obligations

Those included in applicable regulations.

Applicable compensation and / or corrective measures

Response to complaints within 10 working days of reception.

Sending a letter of apology and / or personalized calls, according to Alsa Al Baida service standards.

Contact us

You can request information or leave your opinion on this Service Charter through any of the following channels:

  • Website : Casabus.ma
  • Dial +212520552055 for Customer Care open 7 days a week from 7 a.m. to 9 p.m.
  • Casabus agencies operated by Alsa Al Baida
  • Social networks (Facebook, Instagram)

You can file a complaint and submit suggestions through the following channels

  • Website Casabus.ma
  • Dial +212520552055 for Customer Care open 7 days a week from 7 a.m. to 9 p.m.
  • Casabus agencies operated by Alsa Al Baida
  • Social Media (Facebook, Instagram)