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 compensation greater than that provided for in current European compensation regulations (www.railpassenger.info):

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

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


HANDLING COMPLAINTS

Our main objective is to guarantee our customers an impeccable service, so that the journey by train forms an integral part of their whole trip (holidays, business, etc.).If, for any reason, you wish to make a complaint, you can do so via the after-sales services indicated below. We rely on the experience and organization of the Renfe and SNCF after-sales services to ensure the most efficient handling possible.

To facilitate the handling of complaints and to give you the best response as quickly as possible, 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 (ESPAÑA)SNCF (FRANCIA)
​Sales and customer and services in the stations
Service Relation Client SNCF
Dirección General de Viajeros 
Centro de Atención Posventa
Avenida Ciudad Barcelona, 6
28007 Madrid

62973 Arras Cédex 9-France​
Renfe website
SNCF website

To facilitate the handling of complaints and to give you a response as soon as possible, we would be grateful if you could send you complaint to the after-sales service belonging to the network on 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


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