What is our commitment to punctuality in the different services?

Below you will see the type of compensation to which you are entitled, depending on the delay in arrival and type of train.

  • AVE (high-speed):
    • Delay of over 15 minutes: 50% reimbursement
    • Delay of over 30 minutes: 100% reimbursement
  • AVE International high-speed trains between Spain and France: 
    • Spanish interior route:
      • Delay of over 15 minutes: 50% reimbursement
      • Delay of over 30 minutes: 100% reimbursement
    • French interior route:
      • Delay of over 30 minutes: 25% reimbursement
      • Delay of over 120 minutes: 50% reimbursement
      • Delay of over 180 minutes: 75% reimbursement
    • International route (between Spain and France): 
      • Delay of over 30 minutes: 25% reimbursement
      • Delay of over 120 minutes: 50% reimbursement        
  • Alvia:
    • Delay of over 30 minutes: 50% reimbursement
    • Delay of over 60 minutes: 100% reimbursement
  • Euromed:
    • Delay of over 30 minutes: 50% reimbursement
    • Delay of over 60 minutes: 100% reimbursement
       
  • Avlo:
    • Delays of 60 minutes or more: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Intercity (Larga Distancia (Long Distance))
    • Delays of 60 minutes or more: reimbursement of 50% of the ticket price
    • Delay of over 90 minutes: 100% reimbursement

See the compensation policy set out in the Rail Passengers’ Rights in the European Union.
 

AVE (high-speed) + Avant (mid-distance high-speed):

  • Delay of over 15 minutes: 50% reimbursement
  • Delay of over 30 minutes: 100% reimbursement

Avant (mid-distance high-speed) + AVE (high-speed):

  • Delay of over 15 minutes: 50% reimbursement
  • Delay of over 30 minutes: 100% reimbursement

AVE (high-speed) + AVE (high-speed):

  • Delay of over 15 minutes: 50% reimbursement
  • Delay of over 30 minutes: 100% reimbursement

Other links:

  • Delay of over 30 minutes: 50% reimbursement
  • Delay of over 60 minutes: 100% reimbursement

Avant (mid-distance high-speed):

  • Delay of over 15 minutes: 50% reimbursement
  • Delay of over 30 minutes: 100% reimbursement

Media distancia (Mid-distance):

  • Delay of over 15 minutes: 25% reimbursement
  • Delay of over 30 minutes: 50% reimbursement
  • Delay of over 45 minutes: 50% reimbursement
  • Delay of over 60 minutes: 100% reimbursement

Regional and Regional Express:

  • Delay of over 30 minutes: 25% reimbursement
  • Delay of over 45 minutes: 50% reimbursement
  • Delay of over 60 minutes: 100% reimbursement


Renfe reserves the right to temporarily suspend the voluntary commitment to punctuality in the event of exceptional circumstances such as serious breakdowns in infrastructure facilities or due to works scheduled for a period of less than 60 days. In such cases, the general criterion for delays at destination shall apply:

  • At least 60 minutes: 50% refund.
  • Over 90 minutes: 100% refund.

 

How long do I have to claim for compensation?

You can claim compensation 24 hours after the arrival of the train.

The deadline for requesting compensation is 3 months from the journey date.

 

How is the compensation for delays on AVE and Larga Distancia (long distance high-speed) trains paid?

If you have travelled on one of our national Ave or Larga Distancia (long distance high-speed) trains and the arrival of your train was delayed, we offer three ways to receive your compensation:

  • Reimbursement of the price using the same payment method:
  • Reimbursement of the corresponding amount plus an additional 20% in a discount code redeemable for another train ticket. You will have up to 6 months to purchase the new ticket after receiving the discount code.
  • If you are a customer of Más Renfe (loyalty programme): Reimbursement of the corresponding ticket price in Renfe Points plus 30% extra. You will have a period of 3 years to redeem these points.

How is compensation for Avlo delays paid out?

If you have travelled on any of our Avlo trains and it has arrived late, you have the right to claim compensation 24 hours after the arrival at your destination, via the automatic compensation system at www.avlorenfe.com (Avlo website) or www.renfe.com.

Compensations will be paid using the same form of payment as that used to purchase the ticket. You have up to 3 months from the date of travel to request compensation.

Compensations may be accumulated, but they cannot exceed 100% of the ticket price, including add-ons.

 

How is the compensation for delays paid in Media Distancia (Mid-distance) and Avant (mid-distance high-speed)?


The reimbursement will be made with the same payment method used to purchase the ticket.

Where can I request compensation?

If you wish to receive the refund via the same method of payment, you can request it at renfe.com (for tickets paid using a credit card or Renfe Points), or at the station's ticket offices and travel agencies.

If you choose to receive the refund in the form of a discount code for a future trip, you must request it exclusively from Renfe.com. This option is only available for tickets purchased using a credit card or in cash.

In this case, you have a maximum of 3 months from the date of travel to request compensation and a maximum of 6 months to purchase a new ticket since obtaining the discount code.

If you choose to receive the refund in Renfe Points, you must request it exclusively from renfe.com. This option is only available for tickets purchased using a credit/debit card or in cash.

The points will be credited directly to your account and you have a maximum of 3 months from the date of travel to claim compensation and a maximum of 3 years to use the points.

To request compensation for delays on Avlo trains , you can use the automatic compensation system at www.avlorenfe.com (Avlo website) or www.renfe.com. Compensations will be paid using the same form of payment as that used to purchase the ticket. You have up to 3 months from the date of travel to request compensation.