+Renfe: Frequently Asked Questions (FAQs)

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If you still don't have your +Renfe Card. Apply for one.

I didn't receive my +Renfe card

Contact our +Renfe Programme Service Centre at 91 217 01 70. They will help you resolve any incident. You can also use the card in PDF and/or Passbook format that we sent to the e-mail address you gave us when you signed up for the programme, or by SMS if you didn't give us an e-mail address. If you didn't receive our e-mail, you can download your card in PDF and/or Passbook format by first going to the Private Area in the loyalty programme section at www.renfe.com

Can my Renfe Points expire?

Renfe Points expire 3 years after they are earned.

How do I access the +Renfe Private Area?

To register as a +Renfe Programme Private Area user, go to the "Private Area" section, click on "Register", enter your card number, document type (Tax ID, Resident Card, etc.) and number, your chosen password and then the reminder-question. At this point you will be able to make queries regarding your +Renfe programme easily and comfortably.

I forgot my password

To get a password reminder, first go to the "Private Area" section, "My Password" and then enter the prompted data. If you cannot remember your reminder-question or do not have one, contact the +Renfe Programme Service Centre at 91 217 01 70.

How can I edit my personal data?

You can modify your details by going to "My Data" in the +Renfe Programme Private Area or contacting us to tell us which details you wish to modify by phone at 91 217 01 70, by e-mail at masrenfe@renfe.es, or by post: Tarjeta Programa +Renfe Apto. de Correos 295, 28080 Madrid.

I need a new card. How do I ask for one?

You can use the +Renfe Programme Private Area to request a new card. To do so, in the "Card Management" section, select the reason for the request (e.g. Damaged) and verify that your personal details are up to date so that we send you a new card to the correct address. You can also contact the +Renfe Programme Service Centre by phone at 91 217 01 70 or by e-mail at: masrenfe@renfe.es

How can I check my point balance and movements?

If you are registered in the +Renfe Programme Private Area, you can check your points and movements in the “My Account” section.

You can also call the +Renfe Programme Service Centre at 91 217 01 70, and we will tell you your current points balance. You can also e-mail masrenfe@renfe.es

How can I redeem Renfe Points for train tickets?

Renfe Points are just one payment method admitted by Renfe to purchase tickets and, therefore, can be used in any ticket purchase channel (station ticket offices, RenfeTicket App, multiproduct vending machines, Renfe website, telephone ticket sales service "Renfe Contigo" at 91 232 03 20 and authorised travel distributors and agents).

You need only indicate the point payment option when paying for the ticket.

When purchasing a ticket with points, your balance must be the same or higher than the ticket price, since mixed payments (a part in euros and another in points) are not admitted.

Tickets can be purchased on the Renfe website. The purchase is made in the normal way up to the moment of paying for the ticket, when a "Select payment method" pull-down box will appear with the "purchase with points" option.

You can also make the purchase at the same station ticket windows and travel agencies, always showing your +Renfe Card and specifying that the purchase is to be paid for with your points.

You can also call the Ticket Information and Sales telephone at 91 232 03 20.

How can I use my Renfe Points to get other services?

When you wish to redeem your points in any of the companies that collaborate with the programme, you must make the request through your +Renfe Private Area or the +Renfe Programme Service Centre by phone at 91 217 01 70. This depends on the type of services you are requesting, since some collaborating companies manage their services directly and others through the +Renfe Programme. You can find this information in the specific section for each partner company.

How can I earn Renfe Points when buying train tickets?

To earn points for purchasing train tickets, you must indicate your card number when making your purchase on any channel (station ticket offices, RenfeTicket App, multiproduct vending machines, Renfe website, telephone ticket sales service "Renfe Contigo" at 91 232 03 20 and authorised travel distributors and agents). Your points will be automatically added when you make your trip.

Only the cardholder will get points for the journeys that he/she makes. Therefore, if you buy several tickets to travel on the same train, you will only get points for one of them.

For any incident related with this process, you can contact the +Renfe Programme Service Centre by phone at 91 217 01 70 or e-mail at: masrenfe@renfe.es

There were problems on the website while I was buying a ticket, whom should I contact?

For all problems relating to incidents when purchasing tickets on the Internet, both for normal purchases and purchases using points, call the Online Sales help staff at 91 218 01 80.

If the accumulated points in my account do not cover the full ticket price, can I pay for part of the ticket in cash?

You cannot combine payment types to purchase Renfe tickets. In this regard, you must pay the full price of the purchased tickets with the same payment method.

Can I use my +Renfe Card number to earn Renfe Points for trips made by someone else?

No. The +Renfe loyalty card is personal and non-transferrable. To earn points, the person who is travelling must be a cardholder.

Can give my Renfe Points to someone?

No. Points cannot be transferred, though you can redeem your points in train tickets or the products and services offered by associated companies so that another person can use them.

When does my +Renfe Card expire?

The basic level +Renfe card (up to €1,000 in purchases annually) has no expiry date. +Renfe Plata, +Renfe Oro and +Renfe Premium Cards are valid for 12 months from the level upgrade date. After this time elapses, you will be informed of your corresponding level based on the purchases made on train tickets.

How can I download the +Renfe card to my smartphone as a Passbook?

When you sign up for the +Renfe Programme, you will receive an e-mail with a link to download your +Renfe card as a Passbook.

If you are registered in the "Private Area" of the +Renfe Programme, you can request the link to download your virtual +Renfe card as a Passbook.

Can I apply for the Renfe American Express Card without being a member of the +Renfe loyalty programme?

No. You must be registered in the programme to apply for the Renfe American Express Card. You can apply online from the “Signup Application” section.

Who gets the points for purchases made with the Renfe American Express when there is one cardholder and several beneficiaries?

Only the principal cardholder earns points for purchases made, but not the beneficiaries with associated cards, whose points per purchase will be assigned to the principal cardholder.

Do supplementary Renfe American Express cardholders need to be members of the loyalty programme?

It is not necessary.

How can I upgrade my level with purchases using the Renfe American Express Card?

Regardless of your annual purchase volume on eligible train journeys, you can access the Plata, Oro or Premium level for a period of 12 months if you have a Renfe American Express Card (but not as a beneficiary), if you have paid the annual fee on your card's anniversary and made purchases of at least €5,000 in that year according to the following gauge:

  • Expenses between €5,000 and €9,999: upgrade to the Plata level in the +Renfe Programme when you are still a +Renfe cardholder.
  • Expenses between €10,000 and €14,999: upgrade to the Oro level in the Programme when you are still a +Renfe or +Renfe Plata cardholder.
  • Expenses of at least €15,000: upgrade to the Premium level in the +Renfe Programme when you are still a +Renfe/Plata/Oro cardholder.

After these 12 months and when renewal fee for your Renfe American Express card has been paid, your +Renfe card level will be revised. Your new level will be assigned based on the purchase volume in train tickets as specified in our terms and conditions or based on the purchases made with the Renfe American Express card. The most beneficial card level for you will be assigned and remain valid until the next revision.

Do upgrades consider purchases made with the Renfe American Express card the same as purchases on train tickets?

No. Your level evaluation is made in accordance with your annual consumption of eligible train trips in accordance with the general terms and conditions of participation or based on the purchases made with the Renfe American Express card.

When will the points corresponding to payments made with the Renfe American Express Card be added to my account?

The points corresponding to payments made with the Renfe American Express Card will be added to the cardholder's account at the closure of the monthly billing period.

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