Submitting a claim to Renfe
In some cases, Loco2 customers may be required to submit a claim directly to the rail operator for a delay or disruption to their trip, or in the event of serious illness or bereavement of a passenger. If you are unsure of whether you are likely to qualify for compensation you should email us with the details of the disruption or other circumstances. We will advise you about how to proceed and can answer any questions you may have.
If we advise you to do so, the following guidelines will assist you to submit a claim to Renfe's customer service team. Renfe will review your claim and offer reimbursement in accordance with the Conditions of Carriage ( CIV rules). See also What happens if I miss my connection?
IN THIS ARTICLE
Required documents and details
You will need the following to submit a claim:
- Name and surname.
- Email address.
- Telephone (including dialling code).
- Passport number
Details of your claim Include details of the affected journey (departure and arrival stations), the train number, date and time. Provide relevant information regarding your claim, such as the delay incurred or disruption to your trip, or the details of any illness or bereavement. Keep it short and simple.
Ticket/s, receipts and other documents You should attach your PDF containing your tickets, or copies of your original tickets (if they were validated by the ticket inspector) to your email. The document should clearly display 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 ticket for help finding these. If you are claiming for illness or bereavement you will need to include a copy of the applicable medical document or death certificate.
Proof of delay or cancellation If possible you should obtain proof of the cancellation or delay to the service. This can be obtained:
- From staff on board the delayed train. The length of delay will usually be written on your ticket and stamped (“validated”) by the conductor. Please note that on board staff can only confirm delays of 60 minutes or more on their own train.
- At the station after the journey, provided that staff have sufficient information to confirm the delay.
Receipts for any other expenses incurred (if applicable) Include copies of receipts for additional expenses incurred (if applicable). Necessary expenses are defined in accordance with the Conditions of Carriage e.g. alternative transport/taxi receipt, hotel bill if overnight accommodation was necessary.
Submitting your claim
Once complete you should submit your claim by email to: email@example.com. We recommend making a copy of the documents and the claim itself, perhaps by sending the email to yourself at the same time.
Renfe staff from Posventa (which means "after sales" in Spanish) will respond with a reference number e.g. PVSC.2014.111000, which should be included in future correspondence.
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.
How will the refund be paid?
Payment will be made via bank transfer to an account specified by you, or by cheque. Renfe staff will advise you about receiving approved funds.