​​​FAQ​​

Before travelling

BOOKING, CHANGES AND CANCELLATIONS

Where can I book/buy my ticket?

You can book your ticket:

- directly using our “train finder”

- At Travel Agencies and Tour Operators approved by both Renfe and SNCF

- ​At train stations in France and Spain

- Online via our distributors:

          
                        


How long in advance can I buy my ticket?

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

How can I change or cancel a ticket?

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.

What is the difference between TURISTA/SECOND and PREFERENTE/FIRST classes?

If you decide to travel in PREFERENTE/FIRST class, before boarding the train, you will be able to enjoy the modern spaces of Club Lounges (Sala Club)​​ designed to make your wait more comfortable in all our Spanish stations except in Figuer​es. 

On board the train, both the space between passengers as well as the one between seats in PREFERENTE/FIRST class are larger, so the journey is much more comfortable. Moreover, there is less passengers so you can bring up to three pieces of luggage without any problem.​

LUGGAGE CONDITIONS

Is there room to travel with a baby stroller?

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.

Is there a limit to the number of luggage items per passenger?

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.

Can I travel with a bicycle?

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.

Can I travel with sports equipment like skis, golf bag and surf board?

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.

Can I travel with liquids/creams?

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

DOCUMENTATION

What documents do I need to travel?

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.

Can underage children travel alone?

Underage children traveling alone must carry a written authorization from their parents and/or legal guardians.

PRM SERVICES

Is there a fare for people with reduced mobility?

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.

Is there a fare for individuals accompanying people with reduced mobility?

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.

I need a PRM seat. How can I get it?

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.

I have reduced mobility. Is there any service at the station to assist in boarding the train?

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. 34 912 140 505 (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

Can I travel with my pet?

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.

If your pet is a guide dog, it can travel with you without any fee nor ticket in all our trains.

How can I buy a ticket for my pet?

​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

Is there any bar or 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.​

ELECTRONIC DEVICES

Can I use all types of electronic devices during the journey?

Yes, you can. Every seat in our AVE trains has a power outlet for the PREFERENTE/FIRST class and the TURISTA/SECOND class. In our double-decker TGV trains, it is the same in the PREFERENTE/FIRST class but only 1 per 2 seats in the TURISTA/SECOND class.​

After travelling

COMPENSATION POLICY

What shall I do if I am affected by a strike?

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

Where and when can I make a claim if my train was delayed?

If the service is delayed in any way, we undertake to provide you with compensation in accordance with the current European compensation regulations​. ​

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

-> en www.renfe.com​

SNCF

Service Relations Clients SNCF

62973 Arras Cédex 9 (Francia)

-> en www.sncf.com​