Are you one of the passengers who suffered a cancellation due to the chaos of Renfe trains following the derailment of the high-speed tunnel between Atocha and Chamartín last Saturday? You can claim the price of the ticket, accommodation or food, in accordance with European regulations and business codes of conduct. We give you the keys to train cancellations on Renfe (22 trains this Sunday), Iryo (four) and Ouigo (six): what you need to know and how to make a complaint.
For example, Renfe indicates on its website that it will refund 100% of the ticket when there is a delay of more than 90 minutes and 50% in the event of a delay of 60 minutes or more, which would cover the cancellation of Renfe trains on Saturday, Sunday and Monday. 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 reimburse 25%; 50% if the delay is more than 30 minutes; and 100% if the delay is more than 60 minutes.
What happens if my train is cancelled?
As stated previously, Renfe explains on its website that it refunds 100% of the ticket price if there is a delay of 90 minutes and 50% when the delay is equal to or more than 60 minutes, which would cover the cancellation of Renfe trains on Saturday. this Sunday and Monday.
When can you request money for a train ticket?
These compensations can be requested 24 hours after the arrival of the train. Customers have a maximum period of three months from the date of travel to request compensation.. To do it from Renfe you can use the website and you must provide the ticket number.
Compensation for cancellation and alternative transportation
When the traveler has not been informed of the possibilities of traveling by an alternative route within 100 minutes before the scheduled departure, the traveler will have the right to conclude such a contract with other railway providerscoach or bus. In these cases, the railway company has the obligation to reimburse the traveler for necessary, appropriate and reasonable costs. In the event that a train trip is not among those canceled but suffers a delay for which the ticket price has not been refunded, European regulations indicate that the users affected are entitled to compensation.
How do you get Renfe to give you your money back?
Renfe reminded that affected users can contact customer service to resolve any questions (912 320320) or station staff.
He the spokesperson announced that there would be compensation apart from the usual claim and that double points would 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.
Compensation for delay and right to food and housing
According to European regulations, in the event that the consumer wishes a stay of one or more nights, the railway company must also provide accommodation in a hotel or other locationand transportation between the station and the accommodation.
This could be limited to a maximum of three nights in the event of “extraordinary circumstances not linked to railway operations”, such as an “extreme weather phenomenon; fault of the traveler; or the behavior of third parties which the railway undertaking, despite the diligence required by the particularities of the case, was unable to avoid and of which it was unable to ignore the consequences.
In addition, if the delay is more than 60 minutesthe railway company must provide free meals and refreshments, to an extent appropriate to the waiting time.
Iryo and Ouigo
THE Those affected by the suspension of an Iryo trip can receive information at the call center (91 150 00 00) and through station screens. The company announced that trips between Madrid and Alicante, or vice versa, will be made this Sunday by bus, due to the derailment of an AVE train without passengers in the tunnel between Atocha and Chamartín. The bus from Madrid will depart from Méndez. Álvaro Street, 12, next to Atocha station. For its part, the Alicante bus will leave from the station car park. In addition, the company has indicated that for trips departing or arriving from Valencia, the trips will be made by train, but they will only depart or arrive in Atocha and not in Chamartín.
THE The Ouigo company reported that 50% of its services are canceled, as well as delays and timetable changes in operational trains departing and arriving 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 them alternatives and suitable solutions and hopes that traffic can be restored as soon as possible.
