When severe weather conditions, such as a DANA (high-altitude isolated depression), affect train services, passengers may be affected by cancellations and delays. If you bought a ticket with Renfe, Ouigo or Iryo and your journey was affected by these circumstances, it is important to know how to claim the appropriate refund or compensation.
Why are Renfe, Iryo and Ouigo trains cancelled because of a DANA?
Extreme weather events such as a DANA can cause significant problems for railway infrastructure, leading companies to cancel services to ensure passenger safety. Flooding, landslides and other damage can make routes impassable or dangerous.
Renfe, Iryo and Ouigo make decisions based on the severity of the situation, always prioritising safety. If a service is cancelled, passengers are entitled to clear information and assistance from these companies.
How can I claim compensation if my Renfe, Ouigo or Iryo train is cancelled?
If your train is cancelled because of a DANA, the first thing to do is contact the railway company. Each operator has its own claims procedure, available through its online platforms or at customer service desks in stations.
It is essential to keep your electronic or paper ticket as proof of purchase when starting the claims process.
What documents do I need to make a claim?
The documents needed to claim a refund include the original ticket, either electronic or printed, and your personal identification. You may also need to complete a claim form provided by the company.
What are Renfe, Iryo and Ouigo's refund policies?
- Renfe: Offers full or partial refunds depending on the length of the delay. For delays of more than 90 minutes, it may compensate you for up to 100% of the ticket price.
- Iryo: Although it is a new company, it follows European policies, offering refunds or ticket changes at no extra cost in the event of cancellations.
- Ouigo: Offers the option to change your ticket to another date or request a refund if your train is cancelled.
How does the claims process work in the event of delays?
In addition to cancellations, railway companies offer compensation for delays. You can submit a claim by following the procedure set by each operator, which generally involves completing a form and attaching the required documents.
Where can I check the status of my claim?
Most companies have online tracking systems that let passengers check the status of their claims. You can also contact customer service directly for more information.
Related questions about claims for cancelled trains
How do I request a refund from Ouigo?
To request a refund from Ouigo, visit its website and follow the steps in the help section, or contact customer service. Make sure you have your ticket and any other relevant documents to hand.
How can I get my money back from Renfe?
Renfe lets you request a refund through its website, at ticket offices or at sales points by providing your ticket and the necessary documents. It is important to start this process as soon as possible after the cancellation or delay.
When does Renfe have to refund your money?
Renfe is required to refund you if your train has been cancelled without offering you a viable alternative, or if your train has been significantly delayed, in accordance with the terms of its punctuality commitment.
How long does it take to receive compensation from Renfe?
The time it takes to receive compensation from Renfe may vary, but it is generally processed within 30 days of your claim being accepted. If there are delays, contact its customer service team.
Remember that the claims process may vary depending on the company, so it is a good idea to find out the details and follow the relevant steps for each operator. By knowing your rights and the procedures, you can effectively recover the cost of your ticket when your journey is cancelled or delayed because of a DANA.
