How long do I have to claim for compensation?

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

The deadline to request compensation is 3 months from the journey date.

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 or fare.

  • Ave:
    • Delay of over 15 minutes: 50% reimbursement
    • Delay of over 30 minutes: 100% reimbursement
    • Delay of over 60 minutes: 100% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Alvia:
    • Delay of over 30 minutes: 50% reimbursement
    • Delay of over 60 minutes: 100% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Euromed:
    • Delay of over 30 minutes: 50% reimbursement
    • Delay of over 60 minutes: 100% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
       
  • Avlo:
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Intercity (Larga Distancia (Long Distance))
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Trenhotel:
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement

 

These conditions apply to all fares, except for the following:

  • Imserso: 
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • Promo:
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement
  • 4 Mesa (4 Table):
    • Delay of over 60 minutes: 50% reimbursement
    • Delay of over 90 minutes: 100% reimbursement

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

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

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

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

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

Ave + Ave:

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

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

If you have travelled on one of our national Ave or Larga Distancia (Long Distance) trains and have suffered a delay in the arrival of your train, we offer three options 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 our +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.

Compensation will only be paid in the form of "discount vouchers", which you can use for subsequent purchases of Avlo services. You will have a maximum period of 3 months from the date of the trip in question to obtain the code and a maximum period of 6 months to purchase a new Avlo ticket.

 

 

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. Compensation will only be paid in the form of "discount vouchers", which you can use for subsequent purchases of Avlo services. You will have a maximum period of 3 months from the date of the trip in question to obtain the code and a maximum period of 6 months to purchase a new Avlo ticket.