Reisebedingungen Renfe Viajeros SA

General terms and conditions of Renfe's Luxury Tourist Trains

Services and Arrangement

This document sets out the terms and conditions governing the arrangement of trips for the main purpose of tourism, on board the Tourist Trains run by RENFE VIAJEROS SOCIEDAD MERCANTIL ESTATAL, S.A. (“Renfe Viajeros”).

Services offered

Renfe Viajeros will provide CUSTOMERS with a range of tourist products depending on the type and route taken by its Tourist Trains throughout the year.

The CUSTOMER may arrange any of these tourist products available at any time, divided into two categories:
a) Regular trip: the route taken by the train and the other services offered are performed as part the regular service season of the Tourist Train in question.
b) Charter trip: these services are provided either outside the regular service season of the Tourist Train in question or during the regular season, contracting the train on an exclusive basis.

Travel to the point of departure (only in Spain):

At the CUSTOMER's request, travel by conventional AVE (high-speed), ALVIA or Larga Distancia (long distance) train will be organised to the point of departure of the LUXURY Tourist Train, as well as the return trip from the end point of the route, provided that the this travel is direct between stations, organised within the limits of the national railway network, on consecutive dates and with a maximum of 48 hours between connections, if these are unavoidable. To this end, Renfe will offer 100% off the price of tickets for travelling to the point of departure when making a booking, providing promotional codes (one code for each person and route) applicable both for sales at the ticket office and online at www.renfe.com.

Accommodation On Board:

The maximum capacity of the rooms and the conditions of accommodation on board will be as expressly provided for in the catalogues, on the website and in all media and communications issued to this end by Renfe Viajeros.

No pets are allowed on board the Tourist Trains, with the exception of those officially identified as support and service guide dogs. Renfe Viajeros does not have spaces enabled for their transportation in cages.

All Luxury Tourist Trains, although remodelled and equipped with the latest technologies, are historic and vintage trains, so their interior is not adapted and it is impossible to move on a wheelchair or walking frame.

For people with reduced mobility, please check with our staff before booking.

Arrangement procedure
1. Information and Reservations

1.1. To request information about tourist products and on how to make a booking, the CUSTOMER must contact Renfe Viajeros at:

Authorised agencies may handle bookings via the online sales available on the website using their username and password.

1.2. In the case of Regular trips, concerning sales to individuals, once the booking request has been received in writing using one of the official channels indicated, the end customer will receive a "BOOKING CONFIRMATION" directly from Renfe Viajeros or through the chosen sales channel as soon as possible.

1.3. For requests for Charter trips, Renfe Viajeros will not be able to CONFIRM THE BOOKING or BLOCK the dates for that trip, until the CUSTOMER demonstrates compliance with the provisions of section 2.b) below.

1.4. Before confirming the booking, the CUSTOMER must provide the following personal data: name, surname, email address, telephone number, date of birth and ID number (ID card, passport), language, food allergies, etc.). This data must be accurate and up-to-date as they are required for Renfe to be able to provide the CUSTOMER with the arranged services, to manage, with sufficient advance notice, the purchase of tickets to monuments, museums, etc. and to contact the CUSTOMER to relay necessary information about their trip or, when required, provide them with any assistance needed.

If the CUSTOMER makes their booking via an authorised travel agency, the agency must request the personal data listed above from the CUSTOMER to communicate them to Renfe. Should the agency fail to communicate the data to Renfe, or should the data be inaccurate, Renfe will not be able to guarantee the correct provision of all arranged services to the CUSTOMER, that they receive relevant communications related to their trip or that they receive any assistance they may required from Renfe.
 
2. Payments

Depending on the type of Trip selected (Regular or Charter), the CUSTOMER will be required to pay:

a) For Regular trips:

  • As a "registration fee and deposit", once the "BOOKING CONFIRMATION" has been received, 15% of the total amount indicated for the tourist product booked, within FOUR (4) calendar days.
  • The remaining 85% at least thirty (30) days prior to the start date of the trip.

b) For Charter trips:

  • As a "registration fee and deposit", once the "BOOKING CONFIRMATION" has been received, 15% of the total amount indicated for the tourist product booked, within FOUR (4) calendar days.
  • The remaining 85% at least sixty (60) days prior to the start date of the trip.

Failure to pay the amounts indicated above within the established deadlines shall constitute a breach of contract by the CUSTOMER; this shall give Renfe Viajeros the right to request the termination of the trip arranged and seek compensation in line with the cancellation penalties indicated in section III of this document.
 
3. Prices

The prices for each tourist product, in the corresponding travel categories, expressed in euros, include all factors expressly indicated on the website, the catalogues and all media and communications issued to this end by Renfe Viajeros.
 
4. Grupos

As part of regular trips, a booking of more than 10 Cabins/Suites shall be considered a group booking. For groups, to facilitate the experience, a Tour Leader will be allocated a free Cabin/Suite for seniors for each booking that includes 10 Cabins/Suites. The foregoing shall not apply to El Transcantábrico Gran Lujo for which, given the small number of Suites, no free accommodation will be made available.
 
5. Method of payment

The CUSTOMER shall pay the amounts due, in euros, using the means expressly enabled by Renfe Viajeros:

  • Credit card
  • "VCX" terminal for SIVER Agencies.

Cancellation, changes and modifications

Cancellation and Changes by the Customer

1. Cancellations

THE CUSTOMER/Travel Agency may cancel, at any time, the services requested from Renfe Viajeros, proceeding with their cancellation via the Renfe sales system. In this case, they will be entitled to a refund of amounts paid in excess of the following penalties, which are payable to Renfe Viajeros.

  • In any case: 15% of the RRP of the product in question.
  • When Renfe Viajeros is informed of the cancellation between 30 and 15 days before the start date of the trip: 25% of the RRP
  • When communicated 14 to 5 days before the start of the trip: 50% of the RRP
  • When communicated 4 days to 24 hours before the trip: 80% of the RRP
  • When communicated less than 24 hours before the trip or in case of no show: 100% of the RRP

The cancellation penalty shall apply from the moment the booking is made.

When a CUSTOMER who has already paid the "registration fee and deposit" cancels their trip, before these amounts are refunded, Renfe Viajeros will be authorised to deduct the penalties indicated in this section.

If the CUSTOMER has failed to expressly communicate their cancellation and has failed to make payment of the established amounts on time, Renfe Viajeros will be entitled to enforce and claim the penalties indicated above from the CUSTOMER based on the percentages established in this section. These must be paid within a maximum period of THIRTY (30) days from the date of request by Renfe Viajeros to this end.
 
2. Changes

All changes shall be communicated in writing.

a) Changes to travel dates:

  • Changes are allowed free of charge, when communicated more than 120 days in advance.
  • Communicated 120 to 31 days in advance: 15% compensation.
  • Changes to travel dates are not permitted less than 31 days before the departure date.

(b) Changes to passenger identity:

  • Changes can be made to the identity of one of the two passengers travelling in a double room up to 5 days before the departure date.
  • Changes cannot be made to the identity of both passengers travelling in a double room or passengers travelling in a single room. These changes shall be considered Cancellations.

Modifications
 
1. Before you travel

If Renfe Viajeros is forced to modify any essential element of the Trip, the CUSTOMER will be notified immediately.

The CUSTOMER, once communication has been received via any of the means indicated in section II.1.1, will be entitled to terminate the contract and all the amounts paid in advance, or accept the modification, which will become part of the binding contractual conditions between the parties.

To this end, the following are not considered as a modification of the essential elements: change of one tour for another with comparable characteristics; change to schedule or chronological order of visits; change of the meal or overnight stay locations within the trip's itinerary; replacement of the means of transport on a particular route; change in shows and performances.

If, on technical or organisational grounds, Renfe Viajeros decides it is necessary to suspend the journey, it shall be required to offer the passenger a new date or a refund.
 
2. Once the trip has started

Itineraries may be subject to change due to circumstances beyond the control of Renfe Viajeros or to other problems that may arise as part of an unusual course of events in the management of the network capacity on which the Tourist Trains run. In these cases, Renfe Viajeros will adopt the necessary solutions to continue with the organised trip, with no additional cost for the CUSTOMER, informing the CUSTOMER of these solutions accordingly. If the CUSTOMER continues the journey accepting the solutions provided by Renfe Viajeros, it shall be considered that they tacitly accept these proposals.

Renfe Tourist Trains assumes no commitment to the punctuality of its trains as its purpose is not the mere transportation of passengers, but the leisure, enjoyment and provision of a pre-defined tourist programme and services.

Special Cases: Children, People with Reduced Mobility and Travel Agents

Children

Children aged under 4 will not be required to pay for a ticket and will travel in the company and under the supervision and full responsibility of an adult. They shall be covered at all times by Passengers' Insurance. Renfe Viajeros will allow children aged under 4 to travel in the Suites, Rooms or Compartments of the Luxury Trains, provided that they are accompanied by an adult. They may make use of all the train's services, including the breakfast service, without generating any additional expenses for Renfe Viajeros, such as meals, dinners, tickets and chargeable visits, which will be paid for by their companion.

a) In double occupancy (companion + child), the companion shall pay the single supplement and may travel with the child.
b) In double occupancy (two companions + child), the child shall travel with an adult free of charge and the adult will pay the price per person in double occupancy. The other adult will travel in another suite and will pay the price per person in single occupancy plus the supplement. (Grand Class Suite (CVE), Grand Class Room (TAA), Standard Compartment (ELR)
c) In triple occupancy (Grand Deluxe Suite and Deluxe Suite), they shall pay for the Suite in double occupancy and may travel with the child.

Children over 4 years old will pay the full ticket at 100%.

Children aged under 14 shall be accompanied by an adult and all minors under 18 travel under the responsibility of their parents or guardians.
 
PMR (People with reduced mobility)

Renfe's Luxury Trains are vintage trains that aim to preserve their original charm and distribution, meaning they are not adapted to PRM and it is impossible for a wheelchair to be moved around inside them.

PRMs travelling on board these trains will be required to have a minimum mobility and shall always be accompanied by another person to provide any help that they may need.

Travel Agents

For Renfe Luxury Train Sellers (Travel Agents) to get to know the products better, and so that their Agencies can promote the products more appropriately, they will have an Agreed Rate 30% discount on the RRP for regular trips.

To take advantage of this offer, they must be registered as a Collaborating Agency for Renfe's Luxury Tourism Trains and prove their interest in promotion and sales of these Trains.

Responsibilities

Renfe Viajeros shall be liable before the CUSTOMER pursuant to its obligations under the scope of travel management, the correct fulfilment of the obligations arising from the contract, regardless of whether these must be carried out by the company or other service providers and notwithstanding the right of Renfe Viajeros to take action against these service providers.

Renfe Viajeros shall not be considered liable as a result of the non-performance or defective performance of the contract, when any of the following circumstances occur:

  • When the defects are attributable to the CUSTOMER
  • When they are attributable to a third party that is not involved in the supply of the services provided under the contract and are of an unforeseeable or insurmountable nature.
  • When they are attributable to force majeure
  • When the damages are due to an event that Renfe Viajeros, despite having exercised all the necessary diligence, could not have foreseen or overcome.

Compensation for damages, as applicable, on account of the non-performance or incorrect performance of services shall be limited to the provisions of the national legislation in force.

Renfe Viajeros shall not be liable before third parties for breaches of the CUSTOMER's obligations, except as expressly indicated in the applicable regulations.

Language, Full Agreement, Applicable Legislation and Jurisdiction

In case of a dispute in relation to the wording of the documents involved in the arrangement of the Tourist Train services and resulting from the translation of these into another language, the Spanish version shall prevail.

These Conditions, along with the catalogues, quotes and other material generated for the arrangement of the tourist products provided as part of the Tourist Trains by the CUSTOMER, represent the full and binding agreement between the parties.

The arrangement of tourist products shall be governed by the terms and conditions established in this document and, alternatively (and provided that no provisions are indicated in this contract or they do not contradict the foregoing) by the specific provisions of the catalogues, quotes and other material generated between the parties for the arrangement of the trips. Unless expressly agreed otherwise, Spanish legislation shall apply.

Should any doubts or differences arise as to the application of interpretation of the conditions, the parties shall endeavour to resolve them by mutual agreement.

If they are unable to reach an agreement in such cases, the parties hereby agree to submit their dispute to the competent Courts of the city of Madrid, with the parties expressly waiving any other jurisdictions to which they may be entitled.

Stand: 09.10.2024

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