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
     

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

In the event of a delay recorded for the last train at destination for which the passenger can ask for compensation, the request for compensation for delays on integrated tickets can be made at points of sale, customer service offices at stations and at the following link.

For incidents on trains prior to arrival at destination, compensation can solely 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 Long Distance trains and you have had a delay in the arrival of your train, we offer you three options to receive your compensation:

  • Refund of the corresponding amount in the same payment format that you used to purchase your ticket. Available on all trains.
  • Reimbursement of the corresponding amount plus an additional 50% in the form of a discount code redeemable on another train ticket of the same or a higher amount. You will have up to 6 months to purchase the new ticket after receiving the discount code. The new ticket is not changeable, you can cancel it without recovering the discount code. Option not available for AVLO services and trains on international route. 
  • If you are a member of the Más Renfe (loyalty programme): Reimbursement of the corresponding ticket price in Renfe Points plus 100% extra. 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 a refund in the same payment format, you can request it on renfe.com (except for cash payment), at points of sale and at customer service at stations or at the travel agency that issued the tickets.

If you choose to receive the refund in the form of a discount code for a future trip, request it on 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 Renfe Points). 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 refund in Renfe Points, request it on 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 Renfe Points). Option not available on AVLO trains and international routes.

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

In the event of compensations for delays in integrated tickets, when the delay is recorded for the last train at destination and is eligible for compensation, the request for compensation can be made at points of sale, customer service offices at stations and at the following link.

For incidents on trains prior to arrival at destination, compensation can solely be requested at points of sale and customer service offices at stations.

Am I entitled to compensation due to force majeure?


In accordance with the provisions of Article 19.10 of Regulation 2021/782 of the European Parliament and of the Council of 29 April 2021 on the rights and obligations of rail passengers, the railway undertaking is not obliged to compensate if it can prove that the delay, missed connection or cancellation was directly due to force majeure described in the aforementioned article.