The word “delayed” strikes fear into the hearts of travellers, especially when their train is halted in the middle of nowhere. As time ticks by and it becomes clear they won’t arrive on time, one small comfort is the possibility of a refund. Depending on the train operator, passengers may need to complete certain steps and wait varying amounts of time before seeing the refunded amount in their bank account.
When it comes to travelling, the companies we choose to get to our destination have a commitment to punctuality that is a guarantee for users and consumers. According to recent data, 80% of Renfe Avril trains running in August were delayed. This is compared to an average of 25% for the rest of the Renfe fleet. Furthermore, between 2014 and 2019, a total of 3,016 incidents were recorded on 6,636 high-speed trains.
Renfe’s revised refund policy
Renfe, Spain’s leading railway operator, updated its compensation policy on July 1, 2024. In the past, passengers were eligible for refunds even if their AVE train was delayed by just 15 minutes. Now, Renfe only compensates for delays exceeding 60 minutes. For delays between 60 and 90 minutes, passengers are entitled to a 50% refund. Meanwhile delays of more than 90 minutes guarantee a full 100% refund. If you’d prefer compensation in the form of Renfe’s loyalty points—Renfecitos—you could receive up to 200% of the ticket value, depending on the delay.
Renfe: How to claim a refund?
To claim a refund, passengers need to wait 24 hours after the delayed journey before submitting a claim through Renfe’s website. If tickets were purchased online, the compensation is directly refunded to the payment method used. However, tickets bought at stations or through travel agencies require passengers to visit those points of purchase for refunds. Importantly, claims must be made within three months of the travel date.
In 2023, Renfe’s delays resulted in €42 million in compensation claims. However, Renfe reported that had all eligible passengers claimed, this figure could have reached up to €70 million.
Ouigo’s compensation process
Ouigo, Renfe’s competitor, operates with a simpler process for passengers seeking refunds. Ouigo automatically informs passengers of any delay via email and processes refunds without requiring formal claims. If a delay is between 30 and 59 minutes, passengers receive a voucher for 50% of the ticket value. Meanwhile delays over 60 minutes offer a 50% refund. For delays exceeding 90 minutes, a full refund is issued. In the rare case of a failure in the automatic system, passengers can file a claim through Ouigo’s website.
Iryo’s extended process
Iryo, the Italian train operator, initially had a more cumbersome process for refund claims. This required up to a month to process requests. However, Iryo has recently streamlined its system. Passengers can now expect refunds within 24 hours of their claim submission, which must be made 48 hours after the journey. Iryo offers two forms of compensation: a direct refund or a voucher for future purchases, with a 25% bonus if the voucher option is chosen.
Regardless of the operator, passengers experiencing delays over 60 minutes are entitled to some form of compensation. However, the process and conditions vary between Renfe, Ouigo, and Iryo, so it’s important to be aware of each company’s specific requirements.
Also read: Spain’s high-speed rail network is nine times cheaper than the UK’s