I didn't receive my Tarjeta Más Renfe card

If you have a standard Más Renfe card, please bear in mind that this card is only available in PDF/Passbook format. If you have a Más Renfe Plata, Más Renfe Oro or Más Renfe Platino card, contact our Más Renfe Programme Service Centre at 919 191 566, where our operators are on hand to help resolve any problems you may be experiencing.

In any case, you can use your card in PDF and/or Passbook format, which will send to the email address you provided when you registered in the programme. You can also download your card in PDF and/or Passbook format from the "Más Renfe" section of your Private Area in www.renfe.com. Using the digital format, you help us to take care of the environment.

Can my Renfe Points expire?

In general, Renfe Points expire 3 years after they are earned. However, for as long as you remain a holder of a Más Renfe Platino card, your points will not expire.

 

How can I edit my personal data?

You can modify your details by going to "Mi perfil (My profile)" and "Mis datos (My details)" in the Private Area or contacting us to tell us which details you wish to modify by phone at 919 191 566, or by e-mail at masrenfe@renfe.es.

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

Remember that if you have a standard Más Renfe card, it will only be available in PDF/Passbook format, which you can download from the "Más Renfe" section of your Private Area at www.renfe.com. However, if you have a Más Renfe Plata, Más Renfe Oro or Más Renfe Platino card, you can request a new card by clicking on "Request physical card" under the "My Más Renfe card" section of "Más Renfe" in your Private Area. Before doing so, please make sure that your personal data is up to date so that the new card is sent to the correct address. You can also contact the Más Renfe Programme Service Centre by phone at 919 191 566 or by e-mail at: masrenfe@renfe.es

In any case, whatever type of Más Renfe card you have, we recommend that you use the digital format, so that together we can take care of the environment.

I do not want to receive the physical card at my home address. How can I request it?

In the "My data" section of "My profile" in your Private Area, you can ask for us not to send you your physical card, depending on your membership level (Silver, Gold or Platinum) to the address provided. Bear in mind that you will always be able to access your card in digital PDF/Passbook format, helping us to take care of the environment.

How can I check my point balance and movements?

In the "My points" section of the "Más Renfe" Private Area, you can check your points and transactions, as well as how to perform other point redemption and earning operations.

You can also contact the Más Renfe Programme Service Centre by calling 919 191 566 or by sending an e-mail to masrenfe@renfe.es, so they can inform you about your current points balance.

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, Renfe App, multiproduct self-service machines, Renfe website, telephone ticket sales service "Renfe Contigo" at 91 232 03 20 and authorised travel distributors and travel agencies). Your points will be automatically added when you make your trip.

Remember that points are only earned for trips made by the Tarjeta Más Renfe cardholder. 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 Más Renfe Programme Services Centre by phone at 919 191 566 or e-mail at: 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 sales channel (station ticket offices, Renfe App, multiproduct self-service machines, Renfe website, telephone ticket sales service "Renfe Contigo" at 91 232 03 20 and authorised travel distributors and travel agencies).

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.

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 the "My points section of the "Más Renfe" Private Area in www.renfe.com or the Más Renfe Programme Services Centre by phone at 919 191 566. This depends on the type of services you are requesting, since some collaborating companies manage their services directly and others through the Más Renfe Programme. You can find this information in the specific section for each partner company.

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, please contact the Online Sales help staff on telephone 91 919 05 04.

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 Tarjeta Más Renfe card number to earn Renfe Points for trips made by someone else?

No. The Más Renfe loyalty card is personal and non-transferable. 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 Tarjeta Más Renfe card expire?

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

Can I apply for the Renfe American Express card without being a member of the Más 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 card 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 Platino 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 Silver 
  • Expenses between €10,000 and €14,999: upgrade to Gold 
  • Expenses of at least €15,000: upgrade to Platino

After these 12 months and when renewal fee for your Renfe American Express card has been paid, your Tarjeta Más 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.

Can I apply for Renfe Mastercard without being a member of the Más Renfe loyalty programme?

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

How many Renfe Mastercard cards are available?

There are three different types, Renfe Mastercard Clásica, Renfe Mastercard Viaja and Renfe Mastercard Descubre, each with its own different features and attributes. Read the information.

How can I earn a 5% discount on my AVE and Larga Distancia (long distance high-speed) tickets?

If you have a Renfe Mastercard Viaja or Renfe Mastercard Descubre and travel with us, you can earn a 5% discount on our AVE, Euromed, Alvia and Intercity trains. The discount will be applied to the cost of the ticket, not any extras and shall only be cumulative to the Spanish Large Family discount.

Where should I select the 5% discount?

Start the usual process of purchasing your ticket, once you reach the Passenger Information page, expand the "Discounts, assistance service and promotional codes" table and select the "Renfe Mastercard" discount. Once selected, a field will be enabled for you to introduce your Tarjeta Más Renfe card number. If your Más Renfe account is connected to a Renfe Mastercard Viaja or Renfe Mastercard Descubre, the 5% discount will be applied and in the trip summary, you will see "Renfe Mastercard" with the new price applied.

Who gets the points for purchases made with the Renfe American Express cards 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 Mastercard cardholders need to be members of the loyalty programme?

It is not necessary.

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

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