Congress will force Renfe to return the money for delays of 15 minutes. Renfe’s response: we’ll see

Last year, Renfe expanded the strict criteria for returning money to its customers in case of delay. The measure came with controversy since these criteria had been applied since 1992 when the first AVE was launched. Almost 25 years later, the company relaxed these criteria to the point that two million passengers lost their money last year.

Now, Congress forces Renfe to return to its previous criteria. But Renfe is not up to the task.

When and how much money does Renfe return? Right now, to receive a partial payment for our ticket, the delay on the Spanish high-speed Renfe has to exceed 60 minutes. From 2024the company does not give half the money if the delay does not exceed one hour. In the event that we aspire to receive a full refund of the ticket, it will not arrive until we exceed 90 minutes.

What has changed? Yesterday, November 13, The Congress of Deputies approved the Sustainable Mobility Law. It included an amendment from the Popular Party that returned the compensation that Renfe has to apply to those prior to the 2024 change. That is:

• Delays of more than 15 minutes: payment of 50% of the ticket
• Delays of more than 30 minutes: 100% payment of the ticket

The change is substantial because this summer, four out of every 10 Renfe high-speed trains have arrived late. However, with the changes applied from 2024 they have been left without a refund around two million passengers.

We’ll see. This is what the Ministry of Transport seems to say. And in statements to EFEsources from said ministry have described the amendment (which has been supported by Vox, Junts, ERC, Podemos and BNG) as “a demagogic operation and a toast to the populist sun.”

Not only that, since The World They already state that Transport assures that they will look for “the legal formula to maintain the current system.” That is, the customer does not receive any refund for their ticket until after 60 minutes of delay. And that the total amount is not delivered until after 90 minutes.

In the media they also report that Transport sources have indicated that the decision “only wants to penalize Renfe, a Spanish and public company, and not competing companies.” such as Ouigo and Iryo”, while highlighting that Renfe is a “public company that is fundamental to the structure of Spain”. In addition, Óscar Puente himself, Minister of Transport, has questioned the amendment. “Let’s see how it goes,” they say in The World who has responded about the new obligation.

At a disadvantage? What Transport maintains is that the amendment promoted by the Popular Party puts Renfe at a clear disadvantage compared to Ouigo and Iryo. What the Government alludes to is that the reimbursement conditions by these companies are less favorable for the client, allowing them a competitive advantage.

Ouigo compensates in the following cases:

• Delay of more than 30 minutes and less than 60 minutes: 50% refund of the ticket in a non-refundable purchase voucher.
• Delay of more than 60 minutes and less than 90 minutes: 50% refund of the ticket in a refundable purchase voucher.
• Delay of more than 90 minutes: 100% refund of the ticket in a refundable purchase voucher.

Iryo partially or totally refunds the money in the following situations:

• Delay of more than 30 minutes and less than 60 minutes: refund of 50% of the ticket in purchase voucher or cash.
• Delay of more than 90 minutes: 100% refund of the ticket in purchase voucher or cash.

Competence. What the Ministry of Transport points out is that this puts them at a disadvantage compared to the competition because Renfe adapted its compensation criteria to formulas similar or equal to those offered by its competition. However, the amendment introduced in the Sustainable Mobility Law only toughens the criteria for Renfe.

It must be taken into account that the company has been around for more than a year experiencing a punctuality crisis. Although the Government points out that its punctuality is among the best in Europe, criticism has surfaced because trains that do not arrive on time have multiplied.

Of course, when sharing roads with Ouigo and Iryo, it may be the case that a road blockade due to a breakdown of the latter ends up causing a delay in times when Renfe does have to return 100% of the ticket and its rivals will only deliver half of it.

Photo | Carlos Teixador Cadenas in Wikimedia and Congress of Deputies

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