Maybe you already had the ticket purchased and your suitcase half packed, or maybe you had taken advantage of one of the recent Pink Days by Ouigo to move between Madrid, Seville or Malaga at a particularly low price. Everything seemed to fall into place until, upon reviewing the trip or receiving a notification, the plan began to go awry without much visible explanation. Traveling at high speed is usually synonymous with predictability, but these days it has become a source of uncertainty for thousands of people.
Ouigo has canceled several of its high-speed services during this month of January in the Madrid-Seville and Madrid-Málaga corridors, a decision that the company itself attributes to “operational reasons.” as explained to newspapers such as El País and the world. The cut affects eight daily services from Friday to Monday and six daily services from Tuesday to Thursday on those same routes. The problems would last until January 22, with an estimate of about 15,000 passengers affected.
Ouigo’s message to those affected. According to the information provided by the company itself, affected passengers have been informed of the cancellations in advance and have received direct communications about the available options. In these notices, Ouigo proposes two main alternatives: change the ticket for free to another available service or cancel the trip. The company maintains that this decision has been made to guarantee the quality of service during the period affected by operational problems.
Those who decide not to relocate their trip and opt for cancellation may also qualify for financial compensation. The amount of this compensation varies depending on the moment in which the cancellation was notified and is between 200% and 50% of the ticket price. The company defends that this scheme aims to cushion the impact of cancellations on travelers. In this framework, Ouigo adds that these compensations “go beyond what is legally required.”
What the OCU says. In a statementthe OCU emphasizes that the refund of the ticket must be made by the same means of payment used in the purchase and that accepting a voucher is not mandatory, but a voluntary option. Furthermore, it points out that in certain cases those affected can claim additional compensation for the damages suffered, such as accommodation expenses already paid, lost reservations or tickets to shows that could not be attended, as long as they can prove it with documentation.
If the traveler considers that the solution offered is not sufficient, the OCU reminds that there are formal mechanisms to complain to Ouigo. The organization explains that you can submit a complaint form directly on the company’s website, in addition to contacting its customer service by telephone. Specifically, Ouigo provides a toll-free number, +34 900 759 781, and another with a local rate, +34 911 674 583.
Ouigo takes it away from you and Renfe gives it to you? Renfe moved quickly on two fronts that were very visible to the traveler. On the one hand, activated special AVLO trains in the Southern corridor to absorb part of the demand, with two additional services between Madrid and Seville, one at 12:00 p.m. and another at 5:17 p.m., both with tickets from 7 euros. On the other hand, he did not waste time telling it on social networks, where he launched direct messages to warn of those alternatives. The company has also indicated that it will reinforce the capacity of its trains if demand demands it in the coming days.
Renfe messages in X
No statement on Ouigo networks. Beyond the notifications received by those affected, there is a simple check that allows us to better understand the scope of the situation. When reviewing Ouigo’s website During the purchasing process, there is a lower supply of daily services on the Madrid-Seville and Madrid-Málaga corridors, especially on the dates affected by the cuts. On the other hand, according to our review, we have not located specific communications about these cancellations on the website or social networks of Ouigo in Spain (x, Facebook, instagram).
What to do if I am one of those affected. The first thing is to check if we have received a cancellation notification and check exactly what affects our trip. From there, it is time to decide between a free ticket change or cancellation and confirm what compensation corresponds to each case. If the cancellation has generated other expenses, it is advisable to gather all the documentation as soon as possible to be able to make a claim and, if we need to travel on those dates, there is no choice but to check what alternatives are still available in the affected corridor.
Images | OUIGO
In Xataka | I have tried to buy one of the 7 euro Renfe tickets. And Renfe has done Renfe’s
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