This document sets forth the terms and conditions that govern the transport, in Spain, of passengers travelling on Alta Velocidad and Larga Distancia trains, as well as the other special and complementary services they provide (such as parking and the Salas Club).
On international trains, the International Agreements that Spain has signed regarding railway transport will apply.
1.1. Passengers will be transported on the trains and carriages designed for this purpose for which they have the necessary ticket, in accordance with the established terms and conditions concerning admission, prices and timetables.
1.2. The capacity of these trains is limited to the seats on the carriages that form them. Passengers will not be admitted unless there is guaranteed seat availability, except in the cases envisaged in point 14.6.
1.3. In general, all of the means of transport used will be properly signposted to allow the passenger to identify them more easily.
2.1. The ticket is the document that formalises the transport contract between Renfe-Operadora and the passenger.
2.2. The Transport Contract for Alta Velocidad and Larga Distancia passengers is regulated by the present General Terms and Conditions, which will be made available for passengers.
3.1. Ticket Contents
The ticket will include the following lettering and instructions, which will be fully legible and will include no amendments or crossing out:
Tickets will generally be issued for a specific train, class and date, with or without reserved seating.
Tickets can be issued without specifying the train and date, which will then need to be validated prior to the journey.
3.2. Ticket Types
The tickets, which can be individual or group, depending on their use and in accordance with the specific terms and conditions established for each one, which will be made available for passengers, can be:
A. Single: Valid for one person and one single journey. The single ticket can be subject to different prices and promotions as indicated below:
The following prices, among others, may be offered:
B. Group: Valid for more than one passenger.
C. Multi-trip or Temporary Pass: Valid for more than one journey for the same or a different holder, as applicable, for a set period of time.
D. Combo: Valid for other means of supplementary transport or that include other services.
3.3.1. Tickets can be purchased at Renfe-Operadora points of sale or through authorised third parties, and en route, in exceptional circumstances, through the ticket inspectors empowered for this purpose.
3.3.2. These tickets will be issued through the systems that Renfe-Operadora decides, regardless of their type and in keeping with technological progress.
3.3.3. The tickets will be paid in legal currency or other forms of payment that Renfe-Operadora authorises.
3.3.4. Passengers must check the information on their ticket as soon as it is issued, including the date of travel, point of departure and destination, train, class and amount, making sure that these are the same as requested. Any claim regarding an issued ticket and amount must be made immediately. Later complaints will not be accepted.
3.3.5. Tickets on which the passenger’s name does not appear can be transferred prior to the journey, except those issued as part of an authorised special offer. If the ticket is lost or mislaid, no duplicate copy or receipt can be provided.
3.3.6. During peak times at Renfe-Operadora or authorised third party points of sale, the issuing schedule will be stated in an easily visible manner, specifying the times.
3.4. Validity and Validation
3.4.1. Tickets are valid for the date, train and class that appear on them.
3.4.2. If the ticket does not specify the train and date, the expiry date must be stated. Validation of this type of ticket for a specific date and train must be done before boarding the train and within the validity period.
3.4.3. Tickets that are damaged, amended or torn or that are laminated will be considered invalid.
3.4.4. As an exception, passengers catching a train at points where ticket validation is impossible must seek out the inspector en route.
3.5. cancelling and changing tickets
3.5.2. Changing tickets
In general, any ticket can be changed upon payment of change costs of up to 10% of the price in question.
3.5.3. Travel agencies: Cancellations and Changes
Clients that buy their tickets at Travel Agencies will have the right to change, or cancel these at the Agency in question, with the latter being obliged to facilitate the change, or cancellation, of the tickets that it has issued pursuant the terms and conditions set forth above.
3.5.4. Retailers and Wholesalers-Retailers: Combo tickets bought from Tour Operators and Travel Agents. Cancellations and Changes.
4.1. The pricing structure for Alta Velocidad and Larga Distancia Services will be the one established in the specific Prices and terms and conditions for each commercial product, which will be made available for passengers.
The price for Alta Velocidad and Larga Distancia services will be made available for passengers.
All tickets will be issued in accordance with the valid prices on the date of issue and will be included in the passenger information NOTICES on the announcement boards.
Children under four years old who do not occupy a seat will not require a ticket and will travel for free. They will be covered by the S.O.V. and S.R.C.
Regardless of their age, when children share a seat, bed or bunk bed these can only be occupied by a maximum of two persons, whether two children or an adult and a child.
5.3. Large families
Discounts established in current legislation regarding Large Families will apply. Passengers must prove that they are entitled to benefit from these discounts by providing the official certificates issued by the corresponding administration.
Passengers on Alta Velocidad and Larga Distancia railway services will be, among other things, entitled to:
Passengers must refrain from:
The aforementioned activities are subject to penalty in accordance with the necessary penalisation proceedings, notwithstanding application of passenger exclusion clauses a) and d), in accordance with the provisions of article 90 of the Railway Regulation. The passenger will not be entitled to reimbursement for the price paid for the ticket.
Luggage refers to any handheld package that contains garments or personal or work-related belongings that belong to the passenger that does not contravene the safety measures established in laws and regulations and that does not represent a hazard or inconvenience for other passengers..
All passengers with tickets can bring with them, subject to their care and responsibility, and in kept in those places destined for this purpose, up two items of hand luggage with a total, maximum weight of 20 kg. The largest item of luggage cannot exceed 70 x 50 x 25 cm.
Passengers must store their luggage in such a way so as to avoid injuring or disturbing other passengers or damages to the train, and will be exclusively responsible for supervising it.
Renfe-Operadora will not be responsible for any incidents, theft, lost luggage or damages due to improper storage or unsuitable contents, unless responsibility can be attributed to it.
10.1. Bicycles will only be allowed on trains for passengers with a ticket for trains with sleeping accommodation (bunk beds or beds) or as stated in the business charter for trains with reserved seating.
10.2. As a general rule, only one bicycle per passenger will be allowed, with a maximum of two bicycles per compartment, regardless of the compartment class and type.
10.3. Bicycles must be placed in such a way that they take up the least space possible.
10.4. In sleeper carriages, bicycles will only be allowed when the compartment is occupied in family mode, in other words, all of the passengers in the compartment are travelling as a group.
10.5. When the passenger has reserved a berth, and as long as the compartment characteristics allow it, bicycles must be stored in the space underneath the bottom bed to avoid causing inconvenience for other passengers. The passenger does not need to be travelling in a group, but only two bicycles per compartment will be allowed.
10.6. The owner will be responsible for loading, storing and unloading bicycles. Renfe-Operadora does not accept responsibility for any loss or damages caused to bicycles during the journey.
10.7. Passengers transporting a bicycle must take proper care to ensure the safety and comfort of other passengers and will be responsible for any damages to the train and injuries to third parties.
11.1. Guide dogs will be allowed on trains and can travel with their owners for free, provided that they wear a lead and muzzle if necessary due to their aggressive nature.
11.2. Small pets will be allowed on trains, always under the owner’s supervision provided that the other passengers do not object, or any inconvenience is caused to them. The owner will be responsible for any damages or injuries caused. Pets must travel with a health certificate, if necessary, in accordance with health and safety conditions established in current legislation.
11.3. Only small pets will be allowed, such as dogs, cats, ferrets and birds (not farmyard animals). Only one pet is allowed per passenger, and must always travel inside a cage or device with a waste containment and disposal system. As a general rule, animals heavier than 10 kilograms and containers larger than 60x 35x35 cm will not be allowed. Exceptions to this rule will be established depending on the type of train and service.
11.4. This allows use on all Alta Velocidad and Larga Distancia trains. Specific terms and conditions can also be set in accordance with the characteristics of certain train types.
11.5. The price and conditions will be set in the specific terms and conditions published for Alta Velocidad and Larga Distancia services, which will be made available for passengers.
12.1. Passengers carrying weapons will only be allowed on trains if they meet the following requirements:
12.2. In the case of personnel from the Army, Security Forces and Corps, or security company employees in charge of custody or surveillance duties, only the certificate of ownership and Military Identity Card, or other employee identity card, need be shown.
12.3. Passengers carrying weapons must act with diligence and caution at all times, and must behave in a way so as to avoid causing danger, alarm or inconvenience to other passengers and their property.
13.1. Renfe-Operadora will look after any belongings that passengers have forgotten, lost or abandoned and any objects for which the origin is unknown that are found in carriages or other Renfe-Operadora facilities for two months. A special log will be kept, stating the object reference number and main characteristics and the day and place on/in which they were found, for the purpose for which they should be used in accordance with current legislation, or otherwise they will be auctioned to the public.
13.2. If before the auction takes place the owner requests his/her belongings, they will be handed over provided that proof is shown and the necessary fees are paid, including transport to a different place to where they were found.
14.1. Before boarding a train, passengers must check that it is the right one for their journey and for which they have purchased a ticket.
14.2. An occupied seat refers to any for which the passenger shows a valid ticket and has reserved , and he/she may not occupy any other unless it is free for part or all of the route.
14.3. Travellers holding a ticket without reserved seating will be allocated one from those that have not been reserved.
14.4. During the journey, the inspector will be in charge of allocating free seats. Any seat swaps during the journey must be requested from the aforementioned staff.
14.5. Should any passenger find that his/her seat is not available due to any cause (duplicated seat allocation, the carriage shown on the ticket does not exist, etc.) he/she may opt to:
14.6. In general, tickets without the right to a seat will not be issued. However, tickets without the right to a seat can be issued in the form and on the trains that Alta Velocidad and Larga Distancia decides, subject to a maximum of one per carriage and provided that the train does not have any spare seats. This will be expressly stated on the ticket. This ticket that must mention "no allocated seat" will be sold at the same price and with the same terms and conditions as other tickets and with the passenger’s consent, who undertakes to travel the entire journey standing up.
However, the inspector will find passengers travelling in this manner a seat if spare places become available along the journey.
15.1. If a passenger wishes to occupy a different, more expensive seat at the start of or during the journey, he/she must inform the inspector or, in the case of sleeping accommodation (bunk beds and beds), the carriage personnel.
15.2. In this case, the passenger must pay the price difference on the spot.
15.3. When the price for the new seat is less than the one on his/her ticket, he/she will not be entitled to a refund.
16.1. If a passenger interrupts his/her journey he/she may not continue this on another train unless the conditions of sale of the ticket that the passenger has purchased specify this. If this rule is not fulfilled the journey will be considered to have been interrupted and the ticket will be rendered invalid from the point at which this has taken place.
16.2. Any change of trains that the passenger needs to make to continue the journey along the route and in accordance with the conditions shown on the ticket will not be considered to be interruption of the journey as long as the change is made on the first train that arrives with available seats, subject to the passenger’s conditions of carriage.
16.3. Changing to other means of transport or between trains owned by different railway companies that have been authorised by combo tickets will be subject to specific terms and conditions.
16.4. Changes between stations at which there is no connection or the railway service does not continue will be at the expense of the passenger as far as his/her transfer and that of his/her luggage is concerned, unless this service is provided and the price is paid as an extra or is included in the ticket price.
17.1. If passengers wish to extend their journey route, they must inform the inspector. Authorisation will be given as long as the train conditions allow it and there are seats available, and the price for the new journey route must be paid on the spot.
17.2. If this is not requested from the inspector beforehand, the passenger will be considered to be without a valid ticket for the extended part of the journey.
Generally speaking, alighting or missing the train at the start of the journey or during this will render the ticket invalid and the passenger will not be entitled to any reimbursement.
19.1. Passengers are obliged to show their ticket and proof that they are authorised to use it whenever Renfe-Operadora authorised agents or staff request this before they board the train, during the journey or once they have alighted at their final destination.
19.2. On trains for which access is controlled, the terms and conditions will be stated on the ticket.
19.3. Tickets and documents will be rendered invalid when:
The necessary identity documentation for the type of ticket purchased is not shown.
They do not meet the conditions required for specific trains and services, or they contravene the applicable price.
In these cases, the passenger will be considered to be without a ticket and the Renfe-Operadora authorised inspector or staff will regulate the passenger’s situation in accordance with the provision below.
Access to vehicles and to boarding lounges or waiting rooms can also be denied for those persons who do not respect the security controls established for passenger vehicle access. In this case, the passenger will not be entitled to a reimbursement of the ticket price.
20.1. Passengers coming from a station with a ticket sale service and who access trains without a ticket must pay twice the amount of the ticket.
If they refuse to pay this amount, they will be required to abandon the train at the same station, if the train is at a stop, or at the next station if the train is in motion. All of the foregoing is regardless of whether Renfe-Operadora reports the passenger, if he/she has been identified, to the Government Department in order to bring the necessary infringement proceedings due to an administrative infraction, in accordance with article 95 of the Railway Act.
20.2. By way of exception, when a passenger does not show a ticket or if any of the cases described above takes place and the inspector believes that he/she is acting in good faith, his/her statements are true or appreciates other circumstances in his/her favour, the passenger’s situation can be regulated without a penalty being applied.
20.3. Any money that the inspector collects will be upon the handing over of the ticket.
20.4. Tickets or documents that are not valid and are used by way of fraud will be confiscated by the inspector, without the right to any refund and regulated as above.
20.5. Inspectors can exchange any ticket for another accrediting document if there is justified cause.
21.1. In general, in accordance with current legislation and specific Alta Velocidad and Larga Distancia commercial regulations regarding after-sales conditions, compensation will be paid to passengers who have suffered from non-fulfilment of their transport contract terms and conditions due to a cause attributed to Renfe-Operadora.
21.2. Renfe-Operadora will provide a complaints book to passengers in accordance with railway sector regulations.
21.3. Passengers who feel that their rights have been breached can express their complaints in this book or can use other methods such as standard mail, telephone, fax, e-mail or Internet if available for this purpose, or a document or letter sent to any Renfe-Operadora office.
21.4. The period for making a claim will be one month from when the event that caused it is known.
21.5. Notwithstanding use of the complaints book, passengers can claim loss and damages caused by Renfe-Operadora through legal or arbitration proceedings.
22.1. Except in cases of force majeure, travellers affected by a cancelled, interrupted or delayed journey will be entitled to receive the applicable compensation.
23.1. The journey will be considered to have been cancelled, provided that there are no cases of force majeure, when it cannot be started in the conditions envisaged on the ticket.
23.2. If the service is cancelled, the passenger will be entitled to receive the price paid for it.
23.3. If the service is cancelled within forty-eight hours prior to the expected departure time, Renfe-Operadora will be under the obligation, at the passenger’s choice, to provide transport on another train or other means of transport, in the same conditions as those agreed, or to refund the amount paid for the service.
23.4. If the passenger is informed of the cancelled journey within four hours prior to the expected departure time, he/she will also be entitled to compensation consisting of twice the amount of the ticket price from Renfe-Operadora.
24.1. The journey will be considered to have been interrupted, provided that there are no cases of force majeure, when it is suspended during its route.
24.2. If the journey is interrupted, Renfe-Operadora will be under the obligation of providing transport for the passenger as soon as possible on another train or other means of transport in the same conditions as those agreed.
24.3. In addition, if the service is interrupted for more than one hour Renfe-Operadora will be obliged to pay a subsistence allowance and accommodation costs for the passenger for as long as the service is halted.
25.1. Except in cases of force majeure, in accordance with current legislation, if arrival at the destination is delayed by more than one hour, the passenger will be entitled to financial compensation equivalent to fifty percent of the ticket price. When this delay exceeds one hour and thirty minutes, the compensation will be equivalent to the total price.
25.2. Notwithstanding the foregoing, Alta Velocidad and Larga Distancia can establish more beneficial compensation for its customers than those mentioned above.
When a service hired by a disabled or reduced mobility person is cancelled or interrupted, their ticket will be authorised for another train or means of transport, with the same accessibility conditions as agreed originally.
27.1. Disabled passengers or passengers with reduced mobility who require special or different transport care will be provided, as far as possible, with all of the resources available for their proper transport and mobility within Renfe-Operadora trains and facilities in which this service can be rendered. The aforementioned care will be provided once the need for this has been reported within the period and in the form specified in the special regulations established in this regard, which will be made available for passengers.
27.2. This service can be provided in the conditions envisaged in the special terms and conditions published by Alta Velocidad and Larga Distancia, which will be made available for passengers.
The children travelling alone service is available for children of certain ages, provided that there are no reasons regarding illness or other reasons that require special supervision or continuous care for the child that cannot be provided by the staff aboard the train.
Renfe-Operadora can provide parking facilities for passengers with a certain type of ticket. The conditions will be set in the specific terms and conditions, which will be made available for passengers.
29.1. At some Renfe-Operadora stations there will be areas called "Salas Club" where certain services will be available for customers.
29.2. Renfe-Operadora will establish which tickets entitle access to the Salas Club as well as their conditions of use through its market regulations.
29.3. The terms of the specific regulations, which will be available to passengers, will apply to all conditions of sale.
In accordance with the provisions of article 59 of Railway Act 39/2003, 17th November, the present General Terms and Conditions of the Alta Velocidad and Larga Distancia Passenger Transport contract have been authorised by the Ministerio de Fomento through the Secretary of State for Infrastructures and Planning resolution dated 17th December 2008; delegated by the Minister of Fomento, by virtue of Order FOM/2893/2005, 14th September (B.O.E 19th September 2005), and will enter into force one month after the Renfe-Operadora railway company has received notification of them.