Renfe has extended its commitment to ensure that all its trains arrive punctually to include any circumstances that might delay their arrival, including those that are out of the company’s control.
So, this means that from now on the train company will recompense any of its customers who suffer a delay on one of their trains, even in situations caused by bad weather, fires, interruption of the service due to police involvement etc.
What is more, Renfe has simplified the system that it uses to compensate customers that are delayed, and has now established four categories: delays of 15, 30, 60 and 90 minutes.
And, customers will either be compensated 50% or 100% of the price that they paid for their ticket.
Therefore, delays of 15 and 30 minutes on the AVE fast trains will mean a compensation of 50% of the ticket price, while those who are delayed by more than 30 minutes will receive a full refund.
With regards to the Alvia, AV City and Euromed trains, customers who are delayed more than 30 minutes will receive a refund of 50%, while those that are delayed by more than 60 minutes will have the full 100% returned.
Finally, those who are delayed more than 60 minutes on Altaria, Intercity, Talgo or Trenhotel trains will be refunded 50% of their ticket price, and those delayed more than 90 minutes will receive a full refund.
This new punctuality commitment will include all types of ticket, except promotional ones, where 50% of the price will be compensated if the train is more than 60 minutes late and 100% returned in the case of more than 90-minutes delay.