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RENFE train tickets refund

Like many others we had our trip through Spain cancelled. Had pre-purchased Renfe train tickets through Cordoba and Granada (PROMO). Received an email from Renfe stating they would produce a voucher for travel funds spent to use up to Dec. 31. Does anyone know how to contact (English) to see if they would either extend this to 2021 or just issue a refund. Trying to locate a phone number to call (i am in US) and I speak very little Spanish. Thank you for your advise.

Posted by
388 posts

Here is the link on the Renfe website giving refund/exchange instructions:
https://www.renfe.com/empresa/MedidasCV19.html?icid=HCovid19

You can use a browser translator to give the info in English.

If your tickets are during the state of alarm (expiring April 26) you will automatically be refunded:

Therefore, ALL TICKETS PURCHASED BEFORE APRIL 9 TO TRAVEL BETWEEN
APRIL 12 AND 25 (ALARM STATE EXPANSION DATES) WILL BE AUTOMATICALLY
VOIDED, WITH A RETURN TO ALL TRAVELERS OF 100% OF THE AMOUNT PAID,
INDEPENDENT OF THE TYPE OF RATE THEY HAVE PAID. If you need to travel
on those dates you will have to buy your ticket again.

If you had paid for your ticket with a credit / debit card, PayPal or
with Renfe Points , the amount will be refunded to the payment card,
PayPal account or + Renfe card

If your tickets are for travel April 26 or later, you can get a voucher (points) for future travel. There is an exchange link on the website to take you to a request form, or, if you need additional help, here is the number to call:

Given the sanitary measures established to combat the coronavirus,
Renfe is launching an emergency procedure to facilitate the change or
cancellation of tickets for all affected travelers who are planning to
travel on dates after the end of the alarm state.

The telephone number 918 314 520 has been set up, dedicated to
specific information on these cases and a new automatic exchange
procedure to speed up the exchange of tickets with a Promo rate or
paid in cash.

Hope this helps.

Posted by
4524 posts

Keep in mind that if your reservation falls outside of the general refund dates noted above (and those are not extended), then you are still bound by the terms of your original ticket. If the train runs and you are not on it, for whatever valid reason, you are out of luck if you have a non-transferable reservation.

Posted by
388 posts

The way I read it, even if your travel is April 26 or later and you have a Promo (non refundable, non changeable) fare, you can still apply for a future credit. I do not see an end date to these terms as specified, but maybe I missed it.

Posted by
16860 posts

If the deadline is currently December 31 to buy a new ticket (which can be for travel a couple of months later than that date), then I think you’d have to wait a few months to see if the deadline gets extended (for wider-ranging reasons than just your single request).

Or if your planned travel date is still in the future, then wait until closer to that date to see how their initial offer may change, if quarantine rules are extended.

Posted by
388 posts

Just an update: Spain has extended its state of alarm through May 9. Accordingly, Renfe is refunding all tickets through that date, regardless of class. I have already received my refund for my Promo tickets with travel date April 28.
We’ll use that money in Spain as soon as we can go back.....