The compensation that the almost 14,000 passengers affected by the cancellation of the trains can claim

October 25 , 2024 // Specialty : Consumer Rights: consumers and users defense

Published in El Diario

Facua reminds 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 conditions, at a later date that suits the traveller.

Train passengers affected by the 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 Medium Distance trains, the company indicates that if the delay is more than 15 minutes it will refund 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 so, Renfe can use the website and requires the ticket number.