After a weekend of railway chaos and the cancellation of dozens of trains that has affected almost 14,000 travelers, high-speed and Cercanías services have been restored between Madrid, Comunitat Valenciana and Murcia. But what possibilities do those affected now have to complain? How should they do it? We resolve all doubts.
Refunds due to delays in Renfe
Renfe, as stated on its website, will refund 100% of the ticket price when there is a delay of more than 90 minutes, and 50% when that delay is equal to or greater than 60 minutes. This would correspond to AVE, Avlo, Alvia, Euromed, Intercity and Long Distance train services.
For Media Distancia, the company specifies that if the delay is more than 15 minutes it will return 25%; 50% if the delay is more than 30 minutes, and 100% if the delay is more than 60 minutes.
These compensations can be claimed after 24 hours of the arrival of the train, with a maximum of three months from the date of travel.
How to claim?
You can request compensation through their website, adding the ticket number, origin and destination of the trip. You can also contact customer service to resolve questions, through the telephone number 912 320 320, or with the station staff. In addition, through their social networks (@Inforenfe) they offer information that may be of interest.
According to the Director of Operations, Óscar Gómez Barbero, there will be compensation separate from the usual claim and double points will be awarded for the ticket purchased. “There is no one to compensate for this, but it is a way to recognize that this situation is something more than normal,” he said.
Obligations of companies
The Facua association has recalled that railway companies are obliged to offer the continuation of the trip under comparable transport conditions and as soon as possible, or the continuation of the trip or driving on an alternative route, under comparable conditions, at a later date that suits the customer. traveler.
Where the traveler has not been informed of the possibilities of driving on an alternative route within 100 minutes of the scheduled departure, the traveler will have the right to enter into such a contract with other rail, coach or bus providers. In these cases, the railway company has the obligation to reimburse the passenger for the necessary, appropriate and reasonable costs.
In the event that a train journey is not included among those canceled but suffers a delay for which the cost of the ticket has not been refunded, European regulations indicate that affected users have the right to compensation.
Another of the companies’ obligations, according to European regulations, is that the railway company must provide accommodation in case the consumer requires a stay due to the delay, which can be limited to a maximum of three nights in case of “extraordinary circumstances.” unrelated to railway operation.”
How to claim in Iryo
Customers affected by a journey with Iryo can request information both at the stations and through the customer service number 91 150 00 00. Also through its website.
As indicated by the company itself, if the delay is less than 60 minutes, the traveler will have the right to compensation. If it is more than 60 minutes, this compensation will be half the amount, while if it is more than 90, the compensation will be 100% of the ticket.
How to claim in Ouigo
In the same way as the previous ones, the company also offers a free customer service telephone number (900 997 907), in addition to the possibility of complaining through the “My Reservations” within a maximum of one month.
The company establishes the following refund policy: if the delay is more than 30 minutes, compensation will be 50% of the ticket amount but in the form of a non-refundable voucher. If it is more than 60 minutes, it will be 50% of the total cost of the trip. And if it is more than 90 minutes, it will be 100% of the total price.
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