Assistance Service for travelling by train (Contact)

In person

Renfe Viajeros (Renfe Passengers) Service Centres at stations.
Adif Customer Service Offices at stations
Main Office Adif ACERCA at Madrid Atocha station.

Online

Renfe website – Customer Service – Reduced Mobility – Assistance Service.
E-mail address of the Main Office Adif ACERCA – oca.asistenciapmr@adif.es
Renfe Accessibility e-mail – accesibilidad@renfe.es.

Telephone number

Incidents and Complaints – 900 878 333.
Main Office Adif ACERCA – 917 744 040.
Information - 91 214 05 05 (24 hours a day)
Line 900. Phone for purchases, changes and ticket cancellations for visually-impaired people - 900 400 555. You can also request the assistance service.

Postal address

Main Office Adif ACERCA
Glorieta de Carlos V, s/n
Estación de Madrid Atocha Cercanías
28045 MADRID

Main Office Adif ACERCA

This is the specialised and personalised office for people with disabilities or reduced mobility travelling by train. This office can provide travellers with adapted telephone and remote control devices, induction loop systems and brochures in accessible formats. It also has an accessible computer.

This office is at your disposal to inform you and manage your trip in the most appropriate way if you have any special needs.

Likewise, if you wish to travel to a destination not listed in this guide, please contact us, we will study your case and depending on the accessibility of the trains and facilities, we will provide you with a travel alternative. We will do everything possible to organise your trip and ensure your safety and comfort with a top-quality service.