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: 912 320 320
  • 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)

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 are travelling with an integrated ticket

For combined train + train journeys, request assistance over the phone at 912 320 320.

To ensure assistance when making your connection, there must be at least 30 minutes between the arrival of the first train and the departure of the second one, provided that the connection is at the same station.. When the connection is at different stations in the same city (for example, between Madrid Puerta de Atocha – Almudena Grandes and Madrid Chamartín – Clara Campoamor), the minimum time will be 90 minutes.

Priority seats (H seats) are not available for the time being for 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.

 

If you are travelling with an AVE International high-speed train ticket (Spain - France)

The Renfe and Gare & Connexions support services collaborate to offer the necessary free assistance to people with difficulties, from the beginning to the end of their trip. Cooperation between these two services ensures customers on our AVE International high-speed trains have assistance in both Spanish and French territory.

You can request the assistance service when purchasing your ticket on renfe.com, at ticket offices in stations or via travel agencies.

If you make the request after purchasing your ticket, remember to do so at least 24 hours before the train's departure, via:

Renfe Assistance Service for people with disabilities or reduced mobility:

  • Renfe Assistance Service
  • Tel. 912 320 320

Other 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 Assistance service for people with disabilities or reduced mobility

  • Adif ACERCA Head Office.
  • 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