What is the assistance service?

This is a free assistance service for people with disabilities or reduced mobility, managed by Adif (Administrator of Rail Infrastructures). It is a specialist service that facilitates guidance, information and assistance during access and transit for passengers at stations and helps them get on and off trains.

People with disabilities or reduced mobility can request the assistance service for their travels through any Renfe ticket sales channel, on the Avlo website when purchasing the ticket and through the Assistance Service app.

What services does it offer?

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.
 

Renfe's commitment to accessibility
 

The assistance service for people with disabilities or reduced mobility has been adding new features since it was rolled out, with a growing number of accessible stations and trains, reducing notice times for request for assistance or incorporating permanent assistance services at the main stations.

All of this represents a further step within Renfe's firm desire to improve railway accessibility, a determined commitment to equal rights and opportunities in access to public transport services, always in agreement with the social agents involved, CERMI and FUNDACIÓN ONCE.
 

Freephone number

The freephone number 900 400 555 is a service associated with the purchase of tickets and requests for the assistance service for visually-impaired people.

It can be used to purchase, exchange and cancel tickets, as well as request assistance at the time of purchase.

To use this service, intended for visually-impaired people only, please fill in the following form.