POLICY ON COMPENSATION FOR POSSIBLE DELAYS

At Renfe-SNCF in Cooperation, we do everything we can to ensure that you get to your destination on time. However, if the service is delayed, we undertake to provide you with greater compensation than what is provided for in current European compensation regulations (www.raileurope-world.com/spip.php?page=refund​):

a) If there is a delay between 30 and 119 minutes, we will compensate you for the inconvenience with 25% of the ticket price.​

b) If there is a delay of 120 minutes or more, we will compensate you for the inconvenience with
50% of the ticket price.


HANDLING COMPLAINTS

Our main objective is to guarantee our customers receive impeccable service, so that the journey by train forms an integral part of their whole trip (holidays, bus​iness, etc.). If, for any reason, you wish to make a complaint, you can do so via the after-sales services channels indicated below. We rely on the experience and organisation of the Renfe and SNCF after-sales services to ensure everything is handled as efficiently as possible.​

To facilitate the handling of complaints and to give you the best response as quickly as possible, we ask you to send your complaint to the after-sales service belonging to the network from which you acquired your ticket (Renfe or S​NCF).​​


RENFE (SPAIN)
Centro de Atención al cliente y Venta en las Estaciones
Dirección General de Viajeros 
Centro de Atención Posventa
Avenida Ciudad Barcelona, 6
28007 Madrid
​​
SNCF (FRANCE)
​Service Relation Client SNCF
62973 Arras Cédex 9-France​
​​​​ ​ 

To facilitate the handling of complaints and to give you a response as soon as possible, we would be grateful if you could send your complaint to the after-sales service of the network from which you acquired your ticket (Renfe or SNCF).​



If you have any suggestions to make, you can do so via
our​ customer suggestion box,​ and we will get back to you quickly.​​​​​