How to claim and request compensation

The first thing we have to take into account is the Renfe’s punctuality commitment and its conditions: what if there is a delay? Can we request the money? When can we request and how much money of the total amount? How do we know if our train is just late? We explain everything to you.

renfe ave

Punctuality commitment

Renfe has a punctuality commitment that promises a different type of compensation depending on the type of train in which you travel and the delay time. It’s the first thing we have to take into account when claiming delays.

If you take an AVE train

  • For a 15 minute delay, a 50% refund
  • For a delay of more than 30 minutes, d100% evolution

If you take an Alvia train

  • For a delay of more than 30 minutes, a 50% refund
  • For a delay of more than 60 minutes, 100% refund

If you take a Euromed train

  • For a delay of more than 30 minutes, a 50% refund
  • For a delay of more than 60 minutes, 100% refund

If you take a Long Distance Intercity train

  • For a delay of more than 60 minutes, 50% refund
  • For a delay of more than 90 minutes, 100% refund

If you take a Trenhotel

  • Delay over 60 minutes: 50% refund
  • Delay greater than 90 minutes: 100% refund

There are exceptions if there are special rates such as Promo rate, 4 table rate or Imserso rate. In these cases, the compensation for Renfe delays is 50% for a delay of more than 60 minutes and 100% for a delay of more than 100%.

Where do I check it?

It is not necessary to check if there is delay in RenfWhether or not you are the one traveling: if you go on the train, you can check on your ticket the time it should arrive. If you have arrived at a time that is not the time on the ticket, you will simply have the right to claim by following the procedure that we explain in the following steps. But it is not always enough.

You may not have traveled on the train that you have paid for and it may be your children or your parents, for example. Or you may want to check if the train clock is accurate for know how many minutes are. You may know that there is a delay but you don’t know how long: if it is 59 minutes the return would be 50% but if it is 60 the return is 100%. Only a few seconds can change the amount and you can check the delays through the trains website.

At the top left of the menu you will find three options:

  • Travel
  • Experiences
  • Surroundings

Renfe

Tap on “Travel” and choose “Manage your ticket”. From here, click on “See more” to see all the options:

  • My trips
  • Change ticket
  • Cancel ticket
  • Add pet
  • Check your train
  • Buy with locator
  • On-line invoice
  • Request compensation
  • Add child
  • Add plugin
  • Buy multiple ticket

Tap on “Request compensation” and you will find three options. Choose “query”. Here you will have to enter the ticket code, the origin of the train and the destination.

Renfe delays

Once you have it, you will be able to see if your train has arrived late and what is the exact time to know what type of compensation corresponds to you according to the Renfe delay police that we have explained in the previous paragraphs.

See

When can I request compensation?

You can do it once 24 hours have passed since the arrival of the train and up to a maximum date of three months since you made the trip. That is, you cannot request a refund when you arrive at your destination but you will have to wait a day. The advantage is that before you had to do it at the station itself but now you won’t have to spoil your vacation or spend time on it because you can do it online.

Do I have to prove it?

Not. You can check it on the previous page. If you are not satisfied and you have a proof of arrival time that does not fit, it will be used to claim. Of course, it is essential that you have the ticket number: on the physical ticket, on the ticket via SMS or in the email if you have bought it online.

How do you get it back?

Before requesting the return of delays in Renfe you must bear in mind that there are three return options in the case of Ave or Long Distance to receive compensation. Take into account the three options when requesting it since you will have to choose at the time of refund:

  • Return of corresponding amount in the same form of payment. That is, they will refund the money on your card or depending on how you have paid for the ticket.
  • Refund of the amount and an additional 20% in a code redeemable for another train ticket that you can use up to six months later. What does that mean? They will not return the money but will give you a gift card with the amount and an additional 20% that you can use for six months in Renfe.
  • Refund of the corresponding amount in Renfe Points and an additional 30% in points. And a period of three years to use these points. You can only request this if you are a customer of the loyalty program + Renfe.

In the case of Media Distancia and Avant delays, you will have fewer options: the only refund option is through the same payment method used for the purchase.

How to request a refund for delay

Renfe has a specific section on its website where you can do it:

  • Go to the compensation website
  • Enter your details
    • Ticket number
    • Origin
    • Destination
  • Click on “Search”
  • The ticket will automatically come out
  • Select which is
  • Follow the steps indicated on the website
  • Choose the refund method

Request compensation for delay

If instead of going directly from the previous link you are going to look for it on the web to claim the delays in Renfe, now you can easily find it. Go to the menu at the top of the Renfe page and tap on “Travel” to open a drop-down menu. Look for the section “Manage your ticket” and tap “See all” to bring up all the options. Choose “Request compensation” and you can follow the steps above.

InfoRENFE

You can too get in touch with Renfe in case you have any problem. You can call 900 878 333, specific for incidents and claims. You can also search the Twitter account @InfoRenfe where you can check the delays, incidents or cancellations. Updated at all times you will be able to see where a train is or if there are minutes of delay.

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