Centro Europeo del Consumidor en España

Right to reimbursement or alternative transport

When the train arrives at its destination more than 60 minutes later than the scheduled arrival time - whether due to delay, missed connection or cancellation of the service - the passenger has the right to choose between:

• Refund of the ticket price in full or for the part of the journey not completed and for the completed part if it is not in the traveller's interest according to his initial travel plan. The passenger has the right to be transferred to his initial point of departure at the first available opportunity.
• Alternative transport to the final destination at the first available opportunity or at a later date, at the passenger's choice, under conditions comparable to the initial conditions.

Right to alternative transport in the event of train blockage

If the train is blocked, transport of passengers to the departure station, to an alternative departure point or to the final destination of the service shall be arranged where possible.

If continuation of the service is not possible, alternative transport must be provided as soon as possible.

If the passenger is not informed of the possibility of using alternative transport within 100 minutes after the scheduled departure of the delayed or cancelled service or the missed connection, the passenger shall have the right to contract with other providers of public transport services by rail, coach or bus. In this case, the railway company shall reimburse the passenger for the necessary, appropriate and reasonable costs for this procurement.

Refunds shall be paid within 30 days of request. The reimbursement may be paid with vouchers or other services if accepted by the traveller. They shall have a flexible validity period and destination.

Right to compensation

In case of delay, if the passenger decides to continue with the initial journey, he or she is entitled to compensation:

• 25% of the fare paid for the ticket for a delay of between 60 and 119 minutes in relation to the scheduled time of arrival.
• 50% of the fare paid for a delay of at least 120 minutes in relation to the scheduled arrival time.

The compensation shall be paid within a maximum of 1 month from the submission of the request.

The passenger is not entitled to compensation if he or she was informed of the delay before purchasing the ticket.

The compensation may be paid by vouchers or other services, if the conditions of the contract are flexible. The compensation shall be paid in cash at the request of the passenger.

The compensation for the ticket price shall not include transaction costs such as taxes, telephone charges or stamps. Railway companies may set a minimum threshold below which no compensation shall be paid. This threshold shall not be higher than EUR 4 per ticket.

Passengers shall not be entitled to compensation if they are informed of the delay before purchasing the ticket.

Passengers are not entitled to compensation if the delay, missed connection or cancellation was due to:

• Extraordinary circumstances*.

  Extreme weather events, major natural disasters or large-scale public health crises.

• Traveller's fault.

• Third-party behaviour*.

  Persons on the track, cable theft, on-board emergencies, police actions, sabotage or terrorism.

* In case of strikes of the railway company's staff, actions or omissions of another company using the same railway infrastructure, or the actions or omissions of infrastructure and station managers, the passenger is entitled to compensation.

Transport passes or season tickets

Passengers who are repeatedly delayed or cancelled during the period of validity of the pass shall be entitled to adequate compensation. Repeated delays of less than 60 minutes may be counted cumulatively and passengers may be compensated.

Package tickets

When tickets are purchased in a single commercial transaction and the supplier has combined the tickets on its own initiative, it shall be obliged to reimburse the full amount of the ticket and, in addition, to pay compensation equivalent to 75 % of that amount in the event that the passenger misses one or more connections.

Right to assistance

In the event of a delay in departure or arrival at destination of at least 60 minutes or cancellation of a service, passengers shall be offered assistance free of charge:

• Real-time delay information.The railway companies shall provide information on how to request proof that the service has been delayed, that a connection has been missed due to a delay or that the train has been cancelled.
• Meals and refreshments. The provision of food will depend on the length of the wait, whether it is available on the train or at the station, or whether it can be provided.
• Accommodation and transport between the railway station and the place of accommodation, in cases requiring a stay of one or more nights, if possible. The railway company may limit the duration of accommodation to a maximum of three nights.
• Accessibility. Wherever possible, access requirements for disabled persons and persons with reduced mobility, as well as the needs of assistance dogs, shall be taken into account.

Recommendation. Ask the railway company and the station for help before taking the initiative to book accommodation on your own.

Right to personal security of travellers

Railway companies, infrastructure managers and station managers shall take appropriate measures within their respective areas of competence, adapted to the level of security determined by public authorities, to ensure the personal security of passengers in railway stations and on trains.