What is the 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.

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

Assistance service types

Two types of this service are offered:  

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

You can consult the map on the Renfe website and all the details. 

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 people and accessibility
 

The assistance service for people with disabilities or reduced mobility provided by Adif Acerca. Renfe Operadora has continued to add new features to this service 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, to respond to the needs of its users and passengers.

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, ONCE Social Group and the disability sector.

Renfe Service Centres 

At its Service Centres, Renfe offers human and technical support to passengers with special needs at all stages – before, during and after – of their journey. These Centres are found at most large and medium-sized Alta Velocidad (high-speed) and Larga Distancia (Long Distance) stations. 

Renfe Freephone

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.