Centro Europeo del Consumidor en España

Information on passenger rights

Railway companies, station managers and tour operators shall inform passengers of their rights and obligations. The information shall be provided at the station and on the train, and shall include the contact details of the relevant national body or bodies. Wherever possible, it shall be provided in accessible format when requested by disabled persons and persons with reduced mobility.

Boarding information

If there is a time limit for check-in or for presenting oneself at security checkpoints for access to trains, the passenger shall be informed of the time limits at least on non-commuter train tickets.

Information on the ticket

The tickets shall contain at least the following information:

• Company that will carry out the transport.
• Origin and destination of the journey.
• Time of departure and arrival.
• Number, place and time of transfers.
• Identification of the car, class and seat number.
• Weight and volume of baggage allowed.
• Price, specifying that all taxes are included.
• Price of checked baggage. If applicable.
• Information on insurance or other services included in the price.
• Time limit for check-in and for presentation at security checkpoints. If applicable.
• When one or more train connections are included, the passenger shall be informed before the ticket is purchased whether they constitute a combined ticket.

Information on commuter trains:

• Company that will carry out the transport.
• Origin and destination of the journey.
• Price, including all taxes.

When purchasing tickets online, all the information that the ticket must contain must be provided. Before purchasing the ticket, the company must inform the passenger of the general conditions. The passenger must check that all the information on the ticket is correct before buying it. In any case, during the whole journey, the passenger must have the corresponding ticket.

Information on delays and cancellations

Companies are obliged to inform passengers of train delays and cancellations in real time.

Travel information

Before the journey, passengers are entitled to receive the following information:

• General conditions applicable to the contract.
• Timetables and conditions of the fastest journey.
• Timetables and conditions of the cheapest fares.
• Accessibility, access conditions and availability of on-board facilities for disabled persons and persons with reduced mobility.
• Accessibility and access conditions for bicycles.
• Activities likely to disrupt or delay services.
• Availability of on-board services.
• Procedures for recovering lost baggage.
• Procedures for submitting complaints.

During the journey, passengers are entitled to receive the following information in real time:

• On-board services.
• Next station.
• Delays.
• Main connecting services.
• Safety issues.

Disabled persons and persons with reduced mobility, on request, have the right to receive information on the accessibility of rail services.