Renfe has taken a series of measures to help those affected by the coronavirus on the move. The operator will facilitate the change or cancellation of tickets to all travelers affected by sanitary measures to combat the coronavirus, as announced in a press release. This operation, which will not involve costs for customers, will apply to all fares, including those that do not contemplate the possibility of changes (Promo and Mesa fares and tickets for the new Avlo train) and will allow the ticket to be exchanged for another to travel. Later, either receive the equivalent of the cost of the tickets in points (if you are a client of the + Renfe program) or through the new “Return Code”. The after-sales measures are in force, in principle, until April 30.
The urgent procedure enabled by Renfe will allow all the tickets purchased to be exchanged for another train and for another day at no cost to the traveler, regardless of the rate at which the ticket was purchased. In the event that the traveler does not have a planned travel date, Renfe has additionally provided the possibility of full refund of the ticket for trips purchased with the Promo +, Round Trip, Flexible, Table, Gold or those purchased for the new Avlo train with the “changes and cancellations” supplement.
In the case of tickets considered “non-refundable” (only the Promo fare or Avlo tickets), Renfe has enabled the possibility that travelers can receive the equivalent of the amount of the train ticket either through points (for those customers of the loyalty + Renfe program, valid for 3 years), either through a new “Return Code” (with which they can purchase train tickets for the same amount from next May 1 and until December 31 ).
The measure approved by Renfe will take effect on Monday, March 16. Travelers who had a ticket for March 9 to 15 and who have not been able to travel, can contact the new information phone from Monday 16 918 314 520 and request any of the two options mentioned (refund of the ticket in points if you are a customer + Renfe or a ‘Return Code’ to exchange for a future ticket for the same amount). To do this, you must provide the new call center with the number of the unused ticket. In none of the cases will management fees be applied.
Holders of passes (AVE Pass, Flexible Pass and Collaborative Pass) will see their validity period extended 60 days beyond the expiration date of their pass, which is currently valid for 4 months.
Additionally, Renfe has arranged for the tickets to be returned in full to all travelers of the Imserso holiday programs. These returns will be made through the agencies authorized by this program, to which Renfe has already communicated the measure.