Thursday, March 28

With how much money Renfe compensates you for its delays


Travelers at the Cáceres railway station in 2019 / TODAY

Depending on the time of delay, the company will refund a part of the ticket, a maximum of one hundred percent if a medium-distance regional train takes more than sixty minutes on schedule

J. Lopez-Lago

The same gives a delay of an hour and a half and one of three and a half hours like the one suffered last Thursday by the users of the Madrid-Cáceres line. Renfe applies a protocol that it calls ‘Punctuality Commitment’ and it details what the passenger is entitled to if their train does not arrive at the stipulated time.

For long-distance trains (Intercity) Renfe establishes the refund of half the amount if the delay is greater than sixty minutes and the entire ticket when the delay exceeds ninety minutes. On medium-distance and regional trains (Express included), one hour of delay is enough for the company to reimburse one hundred percent of the ticket. Covering the route between Badajoz and Madrid costs between 38 and 54 euros. In the case of the AVE, for example, if the delay exceeds a quarter of an hour, it returns half the amount and one hundred percent if it arrives more than half an hour later.

«He had to have arrived in Mérida at nine at night.  I arrived almost at one in the morning»

According to Renfe’s website, compensation can be requested when 24 hours have elapsed since the arrival of the train and there is a period of three months to request it. The refund is made through the same payment method used by the customer. Only if he books another ticket can he get an additional 20% with a redeemable discount code, being able to use that ticket in the following six months. And in the case of being a customer of the loyalty program, you can obtain up to 30% more of the amount through a points system established by the company, which in any case establishes different compensations in different periods of delay depending on the type of train, be it AVE, Alvia, Euromed or Avlo, among others that it details in its
Internet page.

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European regulation

On the other hand,
Rail passenger rights in the European Union (Regulation (EU) No. 1371/2007 of the European Parliament) reflects casuistries in terms of delays.

When a delay in arrival of more than 60 minutes is foreseen, the traveler must be able to immediately choose between the refund of the ticket price in its entirety or in the part of the trip that has not been completed and in the part already completed if this has not been completed. alone is of no interest to the traveller, given his initial travel plan. In this case, in addition, the traveler has the right to be transferred to his initial point of departure at the first available opportunity.

You can also opt for the continuation of the trip or the possibility of continuing it by an alternative route at the first available opportunity or at a later date, at the traveler’s choice, in conditions comparable to the initial ones. If your option is to continue the initial journey despite the delay, the traveler is entitled to receive compensation. The minimum compensation in case of delay amounts to 25% of the price paid for the ticket in case of a delay of between 60 and 119 minutes, and 50% of the price paid for the ticket for a delay of at least 120 minutes.

Finally, this regulation provides that the compensation for the price of the ticket will be paid within a maximum period of one month from the submission of the request.


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