Train passengers affected by cancellation or delays due to the derailment in the High Speed tunnel between Atocha and Chamartín can claim the price of the ticket, accommodation or food, in accordance with European regulations and the companies’ codes of conduct. .
For example, Renfe states on its website that it will refund 100% of the ticket when there is a delay of more than 90 minutes and 50% when there is a delay equal to or greater than 60 minutes. This corresponds to the commercial services of AVE, Avlo, Alvia, Euromed, Intercity and Long Distance trains.
In the case of Media Distancia trains, the company indicates 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 requested after 24 hours from the arrival of the train and customers have a maximum of three months from the date of travel to request compensation. To do it from Renfe, you can use the website and it is necessary to have the ticket number.
The obligations of the companies
Furthermore, Facua recalls that railway companies are obliged to offer the continuation of the journey under comparable transport conditions and as soon as possible, or the continuation of the journey or driving on an alternative route, under comparable transport conditions, at a later date that is convenient. to the 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.
The ways to claim compensation
Renfe has reminded that affected users can contact the customer service department to resolve any questions (912 320 320) or the station staff. At the same time, it will keep the information updated on its official social media accounts (@Inforenfe).
According to the company’s Director of Operations, Óscar Gómez Barbero, Renfe is also contacting travelers by SMS, email and WhatsApp two hours before the departure of their trip.
The spokesperson has announced that there will be compensation apart 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 of recognizing that this situation is something more than normal,” he said.
Accommodation for affected travelers
According to European regulations, in the event that the consumer requires a stay of one or more nights, the railway company must also provide accommodation in a hotel or other place, as well as transportation between the railway station and the place of accommodation.
This could be limited to a maximum of three nights in the case of “extraordinary circumstances unrelated to railway operation”, such as an “extreme meteorological phenomenon, the fault of the traveler, or the behavior of third parties that the railway company, despite of the diligence required by the particularities of the case, which it could not avoid and whose consequences it could not ignore.”
Furthermore, if the delay is more than 60 minutes, the railway company has to offer free meals and snacks, in an amount appropriate to the waiting time.
Renfe’s commitment to punctuality
Finally, Facua remembers that Renfe includes its own commitment to punctuality, which sometimes exceeds that established by European regulations, and establishes its own compensation.
The operator indicates on its website that it is committed to providing compensation regardless of the reason for the delay. Only in the case of medium-distance trains, Renfe states that “it reserves the right to temporarily suspend the voluntary commitment to punctuality when exceptional circumstances occur”, which must be justified on each occasion.
In any case, the association indicates that users affected by a delay will always have the right, at least, to the compensation provided for by European regulations.
How affected Iryo customers can claim
Customers who have had their journey with Iryo suspended can request information at the company’s customer service center (91 150 00 00) and through the stations’ screens.
Iryo has reported that the journeys between Madrid and Alicante, in both directions, will be made this Sunday by bus. It will depart from Madrid at Méndez Álvaro Street, 12, next to Atocha station. For its part, the bus from Alicante will leave from the station parking lot.
In addition, the company has indicated that for trips to or from Valencia, the journeys will be by train but will only depart or arrive in Atocha and not in Chamartín.
Ouigo offers alternatives to its travelers
The Ouigo company has indicated that 50 percent of its services are canceled, as well as delays and schedule changes in operational trains that depart and arrive from Madrid, Valencia, Alicante, Elche, Murcia, Cuenca, Valladolid, Albacete and Segovia .
In order to minimize the impact on passengers, the company is in constant contact with them to offer suitable alternatives and solutions and hopes that circulation can be restored as soon as possible.
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