If you have purchased your Commercial Train ticket (AVE (high-speed), Alvia, Avlo, Euromed and Intercity) before 1 July, please refer to the compensations policy.

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.

  • The tickets for all of our commercial trains (AVE (high-speed), Avlo, Alvia, Euromed, Intercity and Long Distance trains) are subject to the following compensations:
    • Delays of 60 minutes or more: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • AVE International between Spain and France: 
    • Spanish inland route:
      • Delays of 60 minutes or more: 50% reimbursement
      • Delay of over 90 minutes: 100% reimbursement
    • French inland 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     

Avant:

  • 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 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

In cases of force majeure, the compensation provided for in Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 shall apply:

• 25% of the ticket price in case of delay of between 60 and 119 minutes;
• 50% of the ticket price in case of delay equal to or greater than 120 minutes.

 

Avant + Avant:

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

Avant (mid-distance high-speed) + Media Distancia (Mid-distance):

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

Media Distancia (Mid-distance) + Media Distancia (Mid-distance):

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

Other links:

  • Delay of over 60 minutes: 50% reimbursement
  • Delay of over 90 minutes: 100% reimbursement

Compensations for delays on integrated tickets must be requested at points of sale and customer service offices at stations.

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 are the refunds for compensations due to delays in Commercial Trains processed?

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:

  • Refund of the corresponding amount in the same form of payment. Available on all trains.
  • Reimbursement of the corresponding amount plus an additional 50% 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. Option not available on AVLO trains and international routes
  • If you are a member of the Más Renfe (loyalty programme): Refund of the corresponding amount in Renfecitos (Renfe points)  plus an additional 100%. You have up to three years to redeem these points. Option not available on AVLO trains and international routes. 

How is compensation for delay in Public Services (Media Distancia and Avant) reimbursed?

The refund will be made in the same payment method used for the purchase of the ticket.

Where can I request compensation?

If you choose to receive a refund using the original method of payment, you can request it at renfe.com, from the ticket offices at stations and from 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 at renfe.com. This option is available for tickets purchased with a credit/debit card, Bizum, PayPal or cash (does not apply to tickets purchased with Renfecitos). Option not available on AVLO trains and international routes. 

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 the Renfecitos refund (Renfe points), you must request it exclusively at renfe.com. This option is available for tickets purchased with a credit/debit card, Bizum, PayPal or cash (does not apply to tickets purchased with Renfecitos). Option not available on AVLO trains and international routes. 

The Renfecitos will be credited directly to your account and you have a maximum of 3 months from the date of the trip to request compensation and a maximum of 3 years to consume the points.

In the case of compensations for delays in integrated tickets, the request for compensation must be made at points of sale and customer service offices at stations.