How can I request the service?

You can choose from the following options:

  • At the time of the purchase of your ticket at the ticket offices in stations, renfe.com, Avlo website or travel agencies
  • By calling the assistance service contact number: 91 214 05 05
  • In the Assistance Service app, once you have purchased the ticket 

 

There are several meeting points on which you can make an appointment for assistance, depending on the station:

  • At the Customer Services Centre
  • At the Adif ACERCA Head Office
  • At the Ticket Sales and Customer Service office
  • In the Customer Service office of Adif (Madrid Puerta de Atocha)
  • At the Adif Customer Service Office (Madrid Chamartín-Clara Campoamor)

Two days before your trip, we will remind you of your request for assistance and the meeting point via text message to your mobile phone.

In case of a match of several simultaneous assistance services, your priority will be set according to the type of disability and the time in advance your application was made.

This service offers two options:

  • 69 stations with a permanent service, where passengers can request assistance 30 minutes in advance
  • 72 stations with a punctual service, in which it must be requested 12 hours in advance.

Check the stations with permanent or punctual assistance and meeting points

Map of stations with assistance services

Check the accessible lines and trains of Cercanías and Feve


If you're travelling with an integrated ticket

For combined train + train journeys, request assistance via phone at 91 214 05 05. Temporarily, H seats are not offered with these tickets. If needed, you must purchase the tickets individually. Please contact the Adif ACERCA Head Office after your purchase, so we can calculate the final price and refund the difference.


International journeys

You can also request assistance for international travel in European countries of the International Union of Railways, U.I.C. The request for assistance must be made after purchasing the ticket, up to 48 hours before departure of the train at the station of origin:

  • Adif ACERCA Head Office.

ADIF Assistance service for people with disabilities or reduced mobility

oca.asistenciapmr@adif.es

Contact no. 91 774 40 40

Check the travel conditions of the different companies at the station's points of sale, travel agencies.

Railway company

Austria

OBB

Czech Republic

CD

Germany

DB

Great Britain

EUROSTAR

Italy:

FS

Luxembourg

CFL

Switzerland

SBB

Spain

Renfe

Sweden

Trafikverket

Denmark

DSB

France

SNCF

Belgium

NMBS/SNCB

Netherlands

NS

Poland

PKP