How do I request the Adif Acerca assistance service?

Adif Acerca is a free assistance service for people with disabilities or reduced mobility, managed by Adif (Administrator of Rail Infrastructures). It is a specialist service providing you with guidance, information and assistance during access and transit at stations and to help get on and off trains.

Assistance service types

Two types of this service are offered:  

• Stations with a service permanent on request up to 30 minutes before train departure. There are 70 stations with permanent service.
• Stations with an ad-hoc service on request up to 12 hours before train departure. There are 76 stations with ad-hoc service.

Check the list of stations and map.

People with disabilities or reduced mobility requesting the assistance service must indicate their needs, to ensure they receive the best possible assistance:

• If you are travelling with your wheelchair and wish to travel on a seat. Your wheelchair must be able to be closed or folded for easy transport.
• If you have other mobility problems, you can request a wheelchair, on which you can be transferred through the station and receive help getting on and off the train.
• If you have a hearing disability, we can offer technical aids for better communication.
• If you have a visual impairment, we can accompany you on your journey around the station and provide you with the assistance you need, help you get on and off the train and find your seat.
• If you have an intellectual disability or difficulty understanding, we can guide you through the station to your seat on the train.

In addition, please tell is if you are travelling with a companion or someone who will assist you, or with a guide or assistance dog.

You will receive a message 48 hours before the trip, from Adif Acerca, to remind you of the assistance requested.

To be assisted on the day of travel, you must go to the Adif Acerca assistance service office, at your station of origin or departure, at the time indicated by Adif Acerca.

At the office, they will check that you have selected the assistance service and provide you with the service accordingly.

On arrival at the destination station, you must not move or change seats until the attendant arrives.

To request the Adif Acerca assistance service, you can choose from the following options:

• Adif Acerca Head Offices at stations
• In the email: oca.asistenciapmr@adif.es
• Through the Help Desk telephone number: 91 774 40 40