Our first commitment is to our customers, to the more than 500 million passengers who choose us every year, and to whom we respond with a sustainable, quality and inclusive mobility model.
To ensure that all citizens can exercise their right to mobility, we created Assistance service, our free service for assisting and accompanying passengers with disabilities or reduced mobility.
Of course, all trains that will be added to our fleet in the near future are fully accessible for people with reduced mobility.
It is a basic priority for us that anyone who entrusts their travel to us arrives on time. As a result, we have managed to achieve levels of punctuality that, on some services, such as AVE (high-speed) and Avant (mid-distance high-speed), reach almost 100%. Our punctuality rates are far higher than those of other countries around us, we are much more punctual than the British, German, French or Swiss.
This has allowed us to offer our customers one of the most favourable commitments to punctuality in the world. Few companies can compensate their passengers for delays of just 15 minutes and none offer to refund the entire price of their ticket.
You can learn more about our commitment to punctuality.
Aware of our ability to reach thousands of people every day, we make our trains and stations available for campaigns for raising awareness about social and environmental issues so that we can do our bit as a platform for topics as diverse as the prevention of gender violence, the integration of people with disabilities, food banks, equality and caring for the environment.
Customers' charitable support
We also channel collaboration between our customers and the organisations Aldeas Infantiles SOS (SOS Children's Villages), the Federación Española de Padres de Niños con Cáncer (Spanish Federation of Parents of Children with Cancer) and Nuevo Futuro (New Future) through voluntary donations from their Tarjeta +Renfe (loyalty programme) points.
This is a forum for exchanging opinions and suggestions with our customers. There are currently Customer Committees in the Cercanías (Commuter) urban areas of Cantabria, Valencia, San Sebastián, Bilbao and Asturias and for Avant (mid-distance high-speed) Madrid-Segovia-Valladolid services.
Customer Committees aim to encourage proximity to customers in order to continuously improve the service that Renfe provides and to discover the opinion of our customers in relation to the company's commitments to product quality.