Submitting a claim to Renfe
You'll need top submit a claim directly to Renfe for a delay or disruption to your trip, or in the event of serious illness or bereavement. The following guidelines will assist you to submit a claim to Renfe via their online form.
Submitting your claim
Claims should be submitted to Renfe directly via this online form.
- Select the appropriate department. This is usually long-distance AVE or Mid-distance (Media Distancia). If you're not sure, check your ticket. Choose "complaint" for the nature of your query.
- Enter your personal details so Renfe can contact you. Note: "doc. de identidad" is your passport number.
Specify the details of the affected journey with the following information:
- Train number ("Número de Tren"). You can find these on your ticket, in your confirmation email or account.
- The date of travel ("Fecha Incidente").
- Enter the details of your claim in the "comments" box. Be specific about your departure and arrival stations, date and time of disruption and any costs you incurred.
You should also include Renfe's order and ticket number/s, which can be found at the top of your tickets e.g. ALFHPZ / 951001155203 (see Understanding your Spanish train ticket for help finding these).
Tracking your claim
Once you submit your form, Renfe staff will respond by email with a reference number (e.g. PVSC.2014.111000). You can use this unique reference to identify your claim.
Renfe staff may ask you to supply additional information by email e.g.
- Copies of your tickets.
- Receipts for additional costs or new tickets.
- Proof of illness/bereavement e.g. medical documents).
- Your bank details (IBAN number or BIC code) in order for approved compensation to be paid.
It is not generally possible for Loco2 to check the status of claims that have been submitted directly to the rail operator. But in the unlikely event that you do not receive a response within one month, contact us with your claim reference number and we'll do our best to help.
Specifically those with Telstra Bigpond as their internet service provider, may experience a connection problem between the Spanish and Australian servers. If this issue affects you, please contact us using our Help beacon and we'll be more than happy to help.
How will the refund be paid?
Renfe may make payment via bank transfer, cheque or to Loco2, which we can process onto the card you used to place the order
Approved refunds will usually be paid within one month of Renfe receiving your claim. It can take longer if there is a high volume of claims, for instance during a national rail strike.