​​FAQ​

Before travelling

Booking, changes and cancellations

You can book directly using our “train finder”.

Or via the extensive Renfe and SNCF distribution networks, wherever you are. You will find all the information on points of sale at:

SNCF distribution network

· Europe

-> voyages-sncf.com

· North America, Canada, Mexico and the Caribbean

-> www.raileurope.com

· Rest of the world

-> www.raileurope-world.com

Renfe distribution network

· Rest of the world

-> www.renfe.com

Depending on the time of year, you can buy tickets between 90 and 140 days before the travel date.

Depending on the fare and the amount of notice, costs may be incurred on the original ticket. Remember that if you want to change the class or date, you must also pay the difference in price based on the fare available for the new travel date.

At your point of sale, you can find out about the specific conditions of other fares and about where you can make changes or cancel your ticket if necessary. To consult the conditions click here.

Cancellation or refund after train departure time is not permitted on any ticket.

If you decide to travel PREFERENTE/FIRST, before boarding the train you will be able to enjoy the modern spaces of Club Lounges designed to make your wait more comfortable in the stations of Madrid Puerta de Atocha, Barcelona-Sants and Girona. There is also a parking exemption service in Barcelona-Sants, Girona, and Figueres-Vilafant for tickets purchased with Renfe-Operadora card and for the holders of the loyalty program +Renfe Oro and +Renfe Premium.​

On board the train, both the distance between passengers as well as the seats in PREFERENTE/FIRST are larger, so the journey is much more comfortable.

Luggage conditions

You can carry your baby stroller as long as it is folded at all times. For security reasons, exits and aisles should not be blocked. Babies must travel in their parents' arms. Children under 4 travel for free.


We accept as luggage handbags, suitcases, travel bags, and backpacks as long as the number of items does not exceed 3, they are not longer than 290 cm (114.2 inches) or larger than 85 x 55 x 35 cm (33.5 x 21.6 x 13.8 inches) each. The aggregate weight of the 3 items should not exceed 25 Kg (55.1 pounds). A visible label with the name and surname of the passenger should be affixed to all baggage.

Yes, as long as it is folded and kept in a container not larger than 120 cm x 90 cm (3.9 x 2.9 feet). This is a complimentary service.

Yes, the following will also be accepted as carry-on luggage, as long as they are not larger than 46x70 cm (18.1 x 27.5 inches) or heavier than 30 kg (66.1 pounds): Skis, strollers, golf bags, surf boards not exceeding 1.20m x 0,90 m (3,9 x 2,9 feet), and wheelchairs. A visible label with the name and surname of the passenger should be affixed to all baggage.

Yes, you can go through the access control without worrying about water bottles, creams, deodorants, perfumes, eau de cologne, etc.  

Documentation

To enter French or Spanish territory, EU citizens must have a (valid) national identity document or (valid) national passport.
Foreign residents of non-EU countries can visit the information pages of the Spanish Ministry of Foreign Affairs or the French Ministry of Foreign Affairs to find out whether they need to obtain a visa to visit either of the two countries.
Underage children traveling alone must carry a written authorization from their parents and/or legal guardians.


PRM services

The discount is applied to the ticket of the individual accompanying the person with reduced mobility. The reduction is 50% on the price of the available Flexi or Esencial fare.

People with a disability of 65% or higher, or that can show proof of needing to travel accompanied, have the right to a reduction in the ticket of the individual accompanying them of 50% on the available FLEXI or ESENCIAL fare, always traveling in the same class as the person they are accompanying.

International sales allows the sales of H seats in Renfe-SNCF en Cooperación trains up to 48 hours before the departure of the train.

Duplex/Euroduplex trains have 2 specific seats located on the lower level of the first Preferente/First Class coach (coach 1 or 11). Passengers may travel in their own wheelchair or request being transferred to a seat.

AVE S-100 trains have 2 seats located in coach 8 of Turista/Second Class. Passengers will travel in their own wheelchair.

Yes, when any H seat is booked, assistance services are automatically requested at the departure and arrival stations.

If you do not travel in an H seat, but you wish to receive assistance, the service is free of charge. You must contact them as soon as possible to ensure assistance:

Atendo: Tel. 34 917 744 040 (6 a.m. to midnight) oca.accesibilidad@renfe.es

Accès Plus: Tel. 33(0) 890 640 650 (7 a.m. to 10 p.m.) accesplus@sncf.fr

 

Pets

Yes, small pets are accepted on board, understanding as pets: dogs, cats, ferrets, and birds (except chickens and the like) whose weight does not exceed 10 kg (22 pounds). The animal must be transported inside a crate not larger than 60 X 35 x 35 cm (23.6 x 13.7 x 13.7 inches) that allows containing and removing litter. Only one pet per passenger is allowed.


​Through the sales system. The ticket must always be connected to a passenger's ticket. Or on board the train. To consult the
prices for each of the routes click here.

During the journey

Catering service

Yes, all our trains have a cafeteria service. Its location is communicated through a PA or visual announcement in passenger coaches. All items in the menu are of great quality and will change in order to offer passengers seasonal produce. They include a selection of cold and hot drinks, snacks, sweets, sandwiches and hot dishes. Additionally, you may also buy products from the mobile bar without having to move from your seat.

After travelling

Compensation policy

You will be able to cancel your ticket or travel on a different date without any additional cost.

 

If the service is delayed, we undertake to provide you with compensation greater than that provided for in current European compensation regulations (www.railpassenger.info):

a) If there is a delay due to our fault and the delay is of 60 minutes or more, we will compensate you for the inconvenience with 50% of the price of the ticket.


b) If the delay is not due to any fault of ours (*), we will still compensate you to the value of 25% for delays of 60 minutes or more and 50% for delays of over 120 minutes.

We ask you to send you complaint to the after-sales service belonging to the network on which you acquired your ticket (Renfe or SNCF).


RENFE

Sales and customer and services in the stations

Dirección General de Viajeros

Centro de Atención de Postventa

Avda. Ciudad de Bracelona, 6

28007 Madrid

O en www.renfe.com

 

SNCF

Service Relations Clients SNCF

62973 Arras Cédex 9 (Francia)

O en www.sncf.com