General Sales Conditions

General terms and conditions of sale and transport for individuals of OUIGO ESPAÑA, S.A.U.

To request the General Conditions of Sale and Transport for Groups, contact grupos@ouigo.es.

 

Version No. 6. Effective October 23, 2024.  

 

  1. General Provisions

These General Terms and Conditions of Sale and Carriage (hereinafter "General Terms and Conditions") apply to the high speed rail Passenger transport services (and associated services) operated by OUIGO ESPAÑA S.A.U. (hereinafter "OUIGO") and marketed under the brand name "OUIGO", and shall be interpreted and supplemented in accordance with the regulations in force.

OUIGO reserves the right to modify these General Terms and Conditions at any time. In any event, such modifications shall not apply to Ticket Purchases/Reservations made prior to the entry into force of the new version of the General Terms and Conditions.

 

  1. Definitions

The terms defined below can be used interchangeably in both singular and plural. Adult: Traveler fourteen (14) years of age or older on the date of the first Trip included in the Reservation.

OUIGO Application: application downloadable from Apple Store and Google Play, which allows you to make a Purchase/Reservation, consult it, modify it or download your Tickets.

XL seats: seats defined as such by OUIGO on its website.

Essential Seats: seats so defined by OUIGO on its website.

Seats reserved for wheelchair users: On each OUIGO Train, depending on the configuration and length of the train and in accordance with applicable legislation, two (2) or four (4) seats will be reserved for wheelchair users.

Seats: all the existing seats on a OUIGO train (Essential and XL).

Infant: A passenger whose age is between zero (0) and three (3) years on the date of the first Journey included in the Reservation and who travels free of charge, without occupying a seat. Notwithstanding the above, there is the possibility of purchasing the Child Fare for an Infant, so that he/she has his/her own Seat.

OUIGO Ticket(s): electronic, nominative and personal transport ticket issued by OUIGO entitling the Passenger to access the boarding area and the OUIGO train for a Journey. The OUIGO Ticket may, at the Passenger's choice, take the form of a printable PDF Ticket or a Ticket that can be downloaded electronically from the OUIGO Application (by displaying an Aztec barcode on the Mobile), which remains accessible offline. Non-printable PDF format Tickets, or Tickets not downloaded from the Application, may be refused at the boarding gate and be subject to a price adjustment as described in these General Terms and Conditions.

Customer Service Centre: a centre dedicated to Customer Service. For questions regarding the follow-up of a Purchase/Reservation and any other related issues, please consult the information in the interactive FAQ service, as well as contact the OUIGO Customer Care Center remotely via the phone number, available at Send a request - Ouigo (zendesk.com) , the contact mail, or the postal address, as well as on the dedicated contact points on social networks.

Purchase or Reservation: online purchase and payment transaction for OUIGO Seats and Options on the OUIGO Site, the OUIGO Application or the Distributor Sites. It may include up to nine (9) Travellers and eighteen (18) OUIGO Tickets. It shall include a minimum of one (1) Adult Traveler and may include a maximum of two (2) Child Travellers and one (1) Infant Traveler for each Adult Traveler. Once the purchase has been completed it will not be possible to add new children or adult travellers to the reservation. A new reservation must be opened to purchase additional tickets. The contracting of any of the OUIGO Plus or OUIGO Flex options is compulsory for all travellers included in the booking. Payment is made by bank card, exclusively on the OUIGO Site, the OUIGO Application or the Distributor Sites, and/or by Purchase Voucher on the OUIGO Site or the OUIGO Application (OUIGO does not have shops open to the public or physical sales). The Purchase/Reservation is finalised after validation of the payment. Since the OUIGO Ticket is issued immediately after payment has  been verified, there  is  no  specific   difference  for   the  Passenger  or the Buyer between the Purchase and the Reservation of the Ticket, and for the purposes of these General Terms and Conditions, both terms may be understood to be synonymous.

Purchaser: any person who purchases a OUIGO Ticket. When the Purchaser is not the Passenger, the Purchaser shall purchase the Ticket in the name and on behalf of one or more Passengers.

Baggage(s): any hand luggage that the Traveler can carry with him/her, which is easy to transport and intended for the journey. The Traveler must keep an eye on it and label it.

Carry-on Baggage is Baggage whose dimensions do not exceed thirty-six by twenty-seven by fifteen centimetres (36x27x15 cm). Cabin Baggage is Baggage with dimensions not exceeding fifty-five by thirty-five by twenty-five centimetres (55x35x25 cm), including handles and wheels. Cabin Baggage must be placed under the Passenger's seat, except when this is not possible for reasons of railway safety, in which case the Service Crew will indicate where to place the Baggage. Baggage that exceeds the dimensions of Hand Luggage will be authorised within the limits and under the conditions specifically provided for in these General Conditions. Baggage must not disturb other Passengers or hinder railway operations, nor cause damage, for example, to other Passengers, other Baggage or the railway structure. In any case, Baggage exceeding two (2) metres in length and/or weighing more than thirty kilograms (30 kg) shall not be allowed on board OUIGO Trains. Baggage must remain in the custody of the Passenger. The carriage of strollers will be free of charge as long as a Child or Infant is traveling, with a limit of two (2) strollers per Purchase/Reservation. In case of more than two (2) strollers per Purchase/Reservation, it will be necessary to purchase the Additional Baggage Option. For a list of the categories of prohibited Baggage, please refer to the corresponding article of these General Conditions.

Printing: optional printing of the OUIGO Ticket on paper as set out in these General Terms and Conditions.

Mobile phone: telephone terminal that allows you to use the OUIGO Application and access the OUIGO Site. The OUIGO Application can also be used with electronic tablets with Internet access.

Child: A passenger traveler whose age is between four (4) and thirteen (13) years old on the date of the first Trip included in the Reservation. Purchasing a Child tariff does not guarantee that the child will travel next to the adult unless the seat selection option is enabled.

Option(s): service(s) offered by OUIGO during a Trip. The Options are available on the OUIGO Site, the OUIGO Application and in some cases on the Distributor Sites. These General Terms and Conditions describe certain Options available to the Passenger which complement the Baggage information. Each Option is also described on the relevant Site(s) or Application.

Reservation: see definition of Purchase. Since the OUIGO Ticket is issued immediately after payment has been verified, there is no specific difference for the Passenger or the Buyer between the Purchase and the Reservation of the Ticket and therefore, for the purposes of these General Terms and Conditions, they may be considered synonymous.

OUIGO Site: OUIGO's website, located at the URL www.ouigo.com/es/, which allows, among other things, to obtain information on the services offered by OUIGO, to make a Purchase or Reservation, to access the Purchases made and to obtain information on the status of OUIGO trains.

Distributor Sites: websites or mobile applications set up by the distributors of the OUIGO offer, which allow the purchase of OUIGO tickets. Payment by Purchase Voucher is not permitted on these sites. Certain types of Seats and Options may not be available on these Sites and certain OUIGO Ticket after-sales processes may be carried out directly with the Customer Services of such Distributors, under the conditions advertised by them at the time of Purchase.

Journey: a single journey between a station of departure and a station of arrival at a given date and time, with no guarantee of a free connection or link from OUIGO. OUIGO Train: a set of OUIGO carriages, whose transport is operated by OUIGO ESPAÑA, S.A.U., and which allows a Passenger to make a Journey.

Service Crew: employees and representatives of OUIGO who ensure safety on board OUIGO Trains and who participate in the verification of OUIGO Tickets. The Service Crew is responsible for ensuring compliance with the rules of coexistence at stations and on OUIGO Trains, as defined in these General Terms and Conditions.

Passenger: any person holding a OUIGO Ticket and making a Journey on a OUIGO Train.

 

  1. Contract of carriage

    3.1 Definition of contract of carriage

OUIGO undertakes, upon payment of the Purchase Price, to transport the Passenger(s), as well as, where applicable, the Baggage(s) provided for in these General Conditions from the station of departure to the station of destination under the conditions defined in the contract of carriage, except in the event of force majeure or the safety requirements of rail traffic.

The contract of carriage concluded between OUIGO and the Passenger is governed by, among others:

 

  • Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers' rights and obligations;
  • Royal Decree 2387/2004 of 30 December 2004, which approves the Rail Sector Regulations, in particular Article 96 on passenger rights, which can be consulted at https://www.boe.es/eli/es/rd/2004/12/30/2387/con.
  • these General Conditions which incorporate the rights of travellers under the terms of the above legislation.

 

Acceptance of these General Conditions by the Buyer implies acceptance of these same conditions by the Traveler(s) named in the Purchase/Reservation.

 

3.1.1 Ticket for printing or downloading in the Application

The OUIGO Ticket is an electronic transport ticket.

At the Passenger's choice, it can be either a Ticket to be printed on paper in PDF format, or a downloadable Ticket in the OUIGO Application (showing an Aztec barcode on the Mobile), which will be accessible without an Internet connection.

 

3.1.2 Effectiveness of the Electronic Ticket

The electronic transport document constitutes proof of the conclusion of the contract of carriage.

 

3.2 Carrier's liability to persons and property.

3.2.1 Liability in case of death and injury of the Passenger.

OUIGO's liability in the event of death and injury of the Passenger shall apply in accordance with the applicable regulations.

 

3.2.2 Baggage Liability

During their Journey, the Passenger may take their Baggage with them, under the conditions defined in these General Conditions. The Passenger is responsible for looking after his or her Baggage.

OUIGO shall be liable for any damage, loss or damage to Baggage in accordance with applicable regulations.

However, OUIGO shall not be liable for damage caused by the total or partial loss of or damage to Baggage unless the Passenger proves that such damage was caused (i) by the fault of OUIGO and (ii) at the time when OUIGO was acting as carrier.

In the event of death or injury to the Passengers, OUIGO shall also be liable, in accordance with the applicable regulations, for any damage caused by the total or partial loss of or damage to the Passenger's Baggage carried by the Passenger. In this case, OUIGO shall repair the damage for each Passenger in accordance with the applicable regulations.

 

3.2.3 Prescription
  1. The limitation period for actions for damages arising from the liability of the carrier in case of death and injury of Passengers is:
  • for the Traveler, three (3) years from the day after the accident;
  • for the other beneficiaries, three (3) years from the day after the death of the Traveler, without this period exceeding five (5) years from the day after the accident.

2. The limitation period for other actions relating to the contract of carriage is one year from the date of expiry of the validity of the ticket.

 

3.3 Carrier's liability and compensation in the event of non-compliance with schedules.

OUIGO offers point-to-point transport only. OUIGO does not under any circumstances guarantee connections or links between journeys free of charge, whether in relation to OUIGO's journeys (offered by OUIGO or by third parties) or in relation to journeys offered by other carriers. Therefore, OUIGO shall not guarantee the continuity of the trip free of charge, nor shall OUIGO be liable for any loss of connection or connection of the Traveler. Travellers are invited to take all necessary measures and precautions to use this transportation service in accordance with the conditions set forth in these General Terms and Conditions.

 

3.3.1 Principle of liability in the event of cancellation or delay of the OUIGO Train

As the Carrier, OUIGO is liable to the Passenger, except in cases of force majeure, for any cancellation or delay of the provision of the service of transport to which the Purchase has given rise.

In the event of non-compliance with the Ticket schedules or cancellation of the trip, OUIGO shall provide the Buyer and, where applicable, the contact details of the Travellers provided by the  Buyer,  via  the  email  or  telephone  provided,  with the information available to it.

 

3.3.2 Cancellation of the trip

In the event of cancellation of a scheduled trip, OUIGO will make every effort to inform the Buyer as soon as possible by sending a message to the email or telephone number provided at the time of Purchase.

Cancellation of a trip is understood as the impossibility of starting the trip under the conditions foreseen in the ticket.  

If the Buyer is informed of the cancellation between five (5) and thirty (30) days prior to the date of the Trip as per the Ticket, as part of its compensation policy OUIGO will provide the Passenger a non-refundable Purchase Voucher for fifty percent (50%) of the amount of the affected Trip.

If the Buyer is informed of the cancellation the day before the date of the Trip as per the Ticket, before 17:00h, as part of its compensation policy OUIGO will provide the Passenger with compensation consisting of one hundred percent (100%) of the amount of the affected Trip, in the form of a refundable voucher.  

When the Passenger is informed of the cancellation of the trip after 5:00 p.m. on the day prior to the Trip, according to the Ticket, OUIGO will provide compensation consisting of double the amount of the Trip, in the form of a refundable voucher.

 

Regardless of when the cancellation is communicated, OUIGO will also offer the purchaser the possibility to choose between:

 

a) Alternative transportation by OUIGO. In this case, the Passenger has a period of thirty (30) days from the notification of cancellation to change his/her Ticket free of charge. In addition, if the fare of the new Ticket is higher, he/she shall not pay the difference; or

b) Request a refund of the Ticket affected by the cancellation. The Purchaser may request reimbursement in the form of a Purchase Voucher or through a credit on the card used to make the Purchase. If the Ticket has been purchased with a Purchase Voucher, the refund will be made in any case by means of Purchase Vouchers. In all cases, reimbursement by means of Purchase Vouchers will be at least equal to the amount that would have been due in the event of reimbursement by means of a credit on the card used for the Purchase. The Passenger will find the Purchase Vouchers available in his or her "Bookings" space. However, as long as the ticket is a refundable Gift Voucher and was not purchased with a Purchase Voucher, the Passenger may subsequently contact the Customer Service Center, for a period of six (6) months from the date of the Trip, to request the replacement of one or more of these Purchase Vouchers by a refund through a credit on the card used to pay for the Purchase, and for a total amount that may not exceed the total amount of the Trip affected by the cancellation thereof. No refund will be made if the Purchase Voucher issued after the cancellation has been used, in whole or in part.  

The decision of the Passenger to accept the alternative transportation does not exclude the application of the corresponding compensation, in accordance with the provisions of paragraphs 1, 2 and 3 of this clause 3.3.2.

Passengers should note that OUIGO shall not be liable for any loss of connection or link that may occur. 

 

3.3.3 Delays

In the event of a change in the schedule provided on the Ticket prior to the departure date, OUIGO will make every effort to inform the Buyer as soon as possible by sending a message to the e-mail or telephone number provided at the time of Purchase.

 

When, as a result of a change in the schedule provided for in the Purchase, a delay in the arrival station of sixty (60) minutes or more is expected, Buyer may choose between:

  1. Alternative transportation by OUIGO. In this case, the Passenger has a period of thirty (30) days from the notification of cancellation to change his/her Ticket free of charge. In addition, if the fare of the new Ticket is higher, he/she will not pay the difference; or
  2. Request reimbursement of the affected Ticket. The Buyer may request reimbursement in the form of a Purchase Voucher or through a credit to the card used to make the Purchase. If the Ticket was purchased with a Purchase Voucher, the refund will be made in any case by means of Purchase Vouchers. In all cases, reimbursement by means of Purchase Vouchers will be at least equal to the amount that would have been due in the event of reimbursement by means of a credit on the card used for the Purchase. 
    The Passenger will find the Purchase Vouchers available in his or her "Bookings" space. However, as long as the ticket was not purchased with a Purchase Voucher, the Passenger may subsequently contact the Customer Service Center, within six (6) months from the date of the Trip, to request the cancellation of one or more of these Purchase Vouchers in exchange for a refund in the form of a credit on the card used to pay for the Purchase and for a total amount that may not exceed the total amount of the Trip affected by the cancellation thereof. No refund will be made if the Purchase Voucher issued after the cancellation has been used, in whole or in part.

In the event that the Passenger suffers a delay of more than thirty (30) minutes at the arrival station with respect to the time scheduled on the Ticket, OUIGO will compensate the Passenger for this delay, without the Passenger losing his or her right to transportation, under the following conditions:

  1. In case of delay in arrival at destination of more than thirty (30) minutes and less than sixty (60) minutes, as part of its compensation policy OUIGO will provide the Passenger with an indemnity of fifty percent (50%) of the amount of the affected Trip, in the form of a non-refundable voucher;
  2. In the event of a delay in arrival at destination of more than sixty (60) minutes and less than ninety (90) minutes, OUIGO will provide compensation of fifty percent (50%) of the amount of the affected Trip, in the form of a refundable voucher;
  3. In the event of a delay in arrival at destination of more than ninety (90) minutes, OUIGO will provide compensation of one hundred percent (100%) of the amount of the affected Trip, in the form of a refundable voucher.  

Compensation by means of Purchase Vouchers shall be at least equivalent to the amount that would have been due in the event of reimbursement by means of a credit on the card used for the Purchase. 
Notwithstanding the foregoing, OUIGO may generally provide for more favorable indemnities if deemed appropriate. 
OUIGO undertakes to pay compensation proactively. Therefore, the Passenger will automatically find in his or her "Bookings" space the Purchase Voucher(s) with a total value corresponding to the amount of the indemnity. However, as long as it is a refundable Purchase Voucher, the Buyer will still be able to contact the Customer Service Center within six (6) months after the date of the Trip to request the cancellation of his/her Purchase Vouchers in exchange for a refund of the legal minimum indemnity amounts (which may be less than the Value of the Purchase Vouchers) which will be credited to the card used to pay for the Purchase. If the Purchase Voucher issued as a result of the delay has been used, either in whole or in part, no refund will be made. 

 

3.4 Accessibility and assistance for people with disabilities and reduced mobility.

 

3.4.1 Communication of information

OUIGO provides persons who are disabled and with reduced mobility information on the accessibility of the rail services offered, as well as the conditions of access to the rolling stock and the facilities on board the train.

This information is available at the OUIGO Website and Application.

 

3.4.2 Accessibility and the need for assistance

According to the applicable regulations and for clarification purposes, ADIF, in its capacity as manager of the railway infrastructure and in particular of the stations, is

 

responsible for ensuring access by persons who are disabled and with reduced mobility to the stations and boarding areas, so that such persons may board the outgoing train and disembark the incoming train. For its part, OUIGO, through the services it has contracted with ADIF, or directly with its Service Crew, will ensure the boarding and disembarking of trains, and, within them, accessibility to its Services and equipment on board. Therefore, OUIGO also collaborates and cooperates with ADIF so that persons who are disabled and with reduced mobility can enjoy a safe journey with all the rights granted them by law.

Reserved Seats for wheelchair users on OUIGO Trains are strictly reserved for them.

 

3.5 The Passenger at the station and on board OUIGO trains

3.5.1 General Provisions

Travellers are obliged to:

 

  • Be in possession of the corresponding OUIGO Ticket until you leave the station of destination.
  • Follow the indications of the Service Crew, in relation to the correct provision of the service, as well as what is indicated for this purpose on the signs in the facilities and cars and in accordance with the provisions of these General Conditions.
  • Respect the measures and controls that, in terms of civil protection and security, may be established.
  • Avoid disturbing or endangering the physical integrity of other Passengers or the safety of the transport.
  • All other conduct prohibited by current legislation is forbidden on OUIGO trains.

 

In the event of witnessing any of the above cases, in addition to the possibility of opening of penalising procedure by the competent authority, any member of the Service Crew may prevent access to the Train or order any Passenger who fails to comply with those provisions whose non-observance may compromise the safety of the operations or of the rest of the Passengers, without the Passenger having the right to be reimbursed the price of the transport.

OUIGO reserves  the  right  to  refuse  admission  to  its  trains  and may  in  any case temporarily or permanently deny access to the train or prevent the purchase of tickets through the OUIGO Site and the OUIGO Application to any  Passenger  who has caused security problems on board the train or at the time of boarding or disembarking, causing harm to any member of the Service Crew or other Passengers, and furthermore, affecting this aspect.

 

3.5.2 Access to the boarding area

 

Access to the boarding area is not allowed to any person who, being obliged to show a Ticket in accordance with these General Terms and Conditions, fails to do so. Accordingly, persons accompanying Passengers may not access the boarding areas. Reception and control operations are carried out in a specific area of the station that gives access to the boarding area, and are performed by the Service Crew.

 

3.5.3 Baggage Transport

The Passenger must keep a watchful eye on the Luggage taken on board OUIGO Trains, which remains under his/her responsibility throughout the entire Journey. Notwithstanding the provisions of these General Terms and Conditions, the Passenger is responsible for the risks of loss, damage and theft of baggage.

All Baggage found on a OUIGO train must be identifiable as belonging to a Passenger; any unidentified object is considered suspicious and may be destroyed by the appropriate services.

Baggage must not hinder the movement of  Passengers  on  board  OUIGO  Trains or their safety or that of the Crew. Passengers with large Luggage are invited to use the luggage racks, both on the lower and upper deck. Passengers must place their Cabin Baggage under their seat, except when this is not possible for rail safety reasons, in which case the Service Crew will indicate where to place the Baggage. The arrangement of Baggage on board in accordance with the General Conditions is subject to the judgment of the Service Crew.

 

  1. Choice of Seat Type

Depending on the characteristics of the Ticket purchased, the Passenger will be assigned an Essential Seat, an XL Seat or one of the Reserved Seats for wheelchair users.

The Passenger will also have the possibility to choose the type of Seat desired at the time of Purchase via the Website or the OUIGO Application, or after the Purchase via the Website or the OUIGO Application.

The choice of this option will affect all the Travellers in the Reservation.

The Passenger will be able to choose the type of Seat for the outward journey, for the return journey, or for both the outward and return journeys. The Traveler will have the possibility to contract this option after providing personal information, with the help of an interactive map that will graphically display all the available seats on the train, the seat(s) selected, and the price associated with each type of Seat.

The Passenger will have the possibility to change the Seat chosen, according to the availability of Seats on the train. The modification of the Seat will not have an additional cost unless it is changed from an Essential Seat to an XL Seat. If you change from an XL Seat to an Essential Seat, the difference in price will not be refunded and will remain for the benefit of OUIGO.

The Seat Choice Option is final and cannot be cancelled.

 

  1. Options and Pets

    5.1 Additional Baggage Option

5.1.1 Purpose

The transport service includes the possibility for the Passenger to take one or more items of Baggage with him/her under the conditions defined in the type of Ticket offered at any given time.

 

Each Traveler is entitled to carry the following two (2) items of Baggage at no additional charge and without the need to purchase the Additional Baggage Option: one (1) Carry-on Baggage and one (1) Cabin Baggage.

On the other hand, medical equipment necessary for the travel of certain Travellers, such as ventilators, is not subject to the additional Baggage Option.

It is mandatory to purchase the Additional Baggage Option for any additional Baggage and/or for any Baggage whose size exceeds that of the Cabin Baggage. Each Passenger has the possibility to carry up to two (2) additional Baggage items, subject to availability depending on the capacity on board the OUIGO Train.

Scooters (except electric scooters) are allowed on board OUIGO Trains; they must be folded, and their weight may not exceed 30 kg. Scooters are considered Additional Baggage and require the Additional Baggage Option.

Skis duly stored in special cases are authorised on board OUIGO Trains. They constitute additional Baggage and require the Additional Baggage Option.

Bicycles duly disassembled and stored in specific cases for this purpose, with a maximum size of one hundred and twenty x ninety centimetres (120 x 90 cm) and a maximum weight of 30 kg are allowed on board OUIGO Trains. They are considered Additional Baggage and require the Additional Baggage Option.

Furthermore, strollers and related equipment (carrycot, car seat), as well as backless booster seats, are not considered Baggage and the Traveler may transport them at no additional cost if traveling with children or infants (and with a maximum of two (2) strollers for each Purchase/Reservation that includes children or infants). Due to the needs of providing the service, OUIGO requests that the Traveler, when making his/her Purchase, specify whether he/she intends to travel with one or two strollers. Strollers must be folded on board OUIGO Trains and must be placed on the luggage racks.

Lastly, objects such as windsurfing boards, electric scooter, bulky items (such as furniture, electrical appliances, televisions, etc.), sporting and collector's weapons, dangerous substances or articles - in particular loaded firearms, explosives or flammable products, as well as oxidizing, toxic, radioactive or corrosive substances or articles that give off bad smells or may cause infections and all products classified as narcotics and any other illegal substance and boxes of any kind are not considered Baggage and are not allowed on board OUIGO Trains. The same applies to tools and all types of packages (wrapped objects not stowed inside luggage), which are prohibited on board OUIGO Trains.

 

5.1.2 Additional Luggage Option

The purchase of the Option allowing travel with one (1) or two (2) additional Baggage per Traveler can be made at the time of Purchase through the Website, the OUIGO Application or the Distributor Sites, or after Purchase through the Website or the OUIGO Application.

Up to a maximum of two (2) additional Baggage items per Passenger may be presented at the reception and check-in without having purchased the Additional Baggage Option. In this case, the Service Crew may accept such additional Baggage by adjusting the fare, according to the conditions set forth on the Website or the OUIGO Application.

The Service Crew may be forced to refuse any Baggage for security reasons. In this case, the Passenger will not be able to board the Train.

 

The Passenger who is denied access to the Train with additional Baggage for which he/she has not contracted the corresponding Option will not be entitled to any compensation or reimbursement.

Bookings of additional Baggage Options are final and do not allow cancellation.

 

5.2 Pet option

5.2.1 Purpose

The Traveler who wishes to travel with a pet must purchase the Option on the page dedicated to the Purchase or after-sales.

Pets, understood as dogs, cats, ferrets and birds (not poultry), weighing up to 10 kg are allowed on board OUIGO trains, with a maximum of two (2) pets per Reservation/Purchase and Journey. Rodents and rabbits are not allowed on board.

Throughout the entire trip the pet must travel in a cage, carrier or other closed element, not exceeding the dimensions of 60cmx35cmx35cm, rigid and waterproof provided by the Traveler. The pet must be older than 12 weeks, identified with microchip, properly documented (Individual Animal Identity System -SIIA-, updated Health Card), dewormed externally and internally and vaccinated according to the regulations of origin and destination of the transport. Pregnant females or females with only one week after giving birth are not allowed, and the animal must not have any  wounds. The OUIGO Service Crew may prohibit the boarding of pets that do not meet the above requirements.

In any case, the presence of a pet on board OUIGO Trains shall be subject to the express consent of the other Passengers, except in the case described in the last paragraph of this article.

Animals must not disturb other Travellers. Animals allowed on board must be supervised and are the responsibility of the Passenger. The Service Crew may move the animal and its owner to another part of the train at the request of another Passenger.

The Passenger may travel with a legally recognised guide or assistance dog, and the guide dog will travel free of charge and must be carried lying at the Passenger's feet or beside the Passenger.

 

5.2.2 Adding a pet to the Purchase/Reservation

It is possible to add a pet to the Purchase/Reservation at the time of indicating the number of Adult, Infant and Child Travellers via the OUIGO Site, the OUIGO Application or the Distributor Sites; and after the initial Purchase/Reservation has been made, by modifying it via the OUIGO Site or the OUIGO Application. Up to a maximum of two (2) pets per Booking/Purchase and Trip, weighing up to ten (10) kilograms, may be included.

The inclusion of animals in the Purchase is final; subsequent cancellation is not allowed.

In the event of boarding with pets that are not included in the Purchase, the Service Crew may accept such animals upon payment of the corresponding fee published on the OUIGO Site.

The OUIGO Service Crew may be required to refuse boarding of pets not previously declared during the Purchase process for security reasons. In this case, the Traveler will not be allowed access to the Train. A Traveler who is denied access to the Train

 

with animals not indicated in the Purchase shall not be entitled to compensation or reimbursement of any kind.

 

5.2.3 Price

All pets must be declared and the corresponding fee paid during the sales process, when making the Purchase or during the post-sale.

Travellers who appear at the reception and control with animals or pets not included in their Purchase and without paying the corresponding amount will have to pay the difference in price and the emission costs.

 

  1. Transportation title

The OUIGO Ticket is the Passenger's ticket. It constitutes proof of the contract of carriage and of the addition of any Option. The OUIGO Ticket shall contain the information stipulated in Article 87.2 of the Rail Sector Regulations, which can be consulted at https://www.boe.es/eli/es/rd/2004/12/30/2387/con.

 

6.1 Purchase and delivery of the OUIGO Ticket

The OUIGO Ticket is nominative (surname, first name and year of birth) and personal (one Ticket per Passenger).

Any resale between private individuals is strictly prohibited and may result in legal proceedings. Likewise, the sale of Tickets on websites which, not having an agreement with OUIGO, cannot ensure either a valid ticket for the Passenger or that the Passenger will receive the compensation provided for by law in the event of delays or cancellations, is also prohibited.

OUIGO shall not be liable for tickets purchased through unauthorised sales channels.

Delivery of the OUIGO Ticket is subject to verification of payment.

 

6.1.1 Making, payment and confirmation of the Purchase

In order to purchase and pay for the Purchase, the Buyer must be of legal age or an emancipated minor, legally capable of signing and complying with the General Conditions. The Buyer shall be financially responsible for the Purchases made in his name, on his behalf and/or on behalf of third parties; moreover, he shall ensure the truthfulness and accuracy of the information provided within the framework of the Purchase.

 

6.1.1.1 Making the Purchase

The Purchase implies adherence to these General Terms and Conditions. Persons who purchase OUIGO Tickets on behalf of other Passengers must ensure, before making the Purchase, that such Passengers accept these General Terms and Conditions. Consequently, the use of a OUIGO Ticket constitutes acceptance of the General Terms and Conditions by the Traveler, whether or not the latter has made the Purchase of the OUIGO Ticket.

 

6.1.1.2 Payment of the Purchase

The purchase of OUIGO Tickets is confirmed by prepayment of the total amount of the ticket.

Ticket prices will be those in force at their issuance date.

 

Payment shall be made online directly to OUIGO, and shall be made exclusively in Euros. The payment methods accepted by OUIGO are:

  • Bank payment cards the acceptance of which is communicated from time to time by OUIGO on its website; and
  • OUIGO Gift Certificates (only on the Site or the OUIGO Application). Purchase Vouchers, except where expressly provided otherwise, are cumulative and separable (the same Purchase Voucher can be used for several Purchases, if the value of the Purchase Voucher is greater than the price to be paid online during the Purchase).

 

6.1.1.3 Confirmation of Purchase

Once payment has been made, a confirmation email will automatically be sent to the address provided.

The confirmation of the Purchase does not constitute a OUIGO Ticket and cannot replace it under any circumstances. The email confirming the Purchase will include the Tickets of all the Travellers in the Purchase in PDF format. Only the Ticket attached in PDF format to the Purchase confirmation or, if applicable, the Ticket downloaded from the OUIGO Application, shall constitute a valid ticket to be admitted on board and to receive the service contracted.

OUIGO shall not be held liable in the event that this email is not received for reasons not related to the non-fulfilment of its obligations (force majeure, error in the email address sent to OUIGO by the Buyer, improper configuration of the Buyer's email inbox, etc.).

 

6.1.2 Sending, Printing and Downloading the Ticket in the Application

The Passenger must print the OUIGO Ticket or download it from the OUIGO Application.

 

6.1.2.1 Issuance

An email confirming the Purchase will be sent to the address indicated with the OUIGO Tickets of all the Travellers in the Purchase attached in PDF format so that they can be printed. It is the responsibility of the person receiving this e-mail to deliver the OUIGO Tickets to each Passenger concerned.

There will be one OUIGO Ticket for each Journey; therefore, the same Ticket will not include a return trip.

 

6.1.2.2 Printing

The OUIGO Ticket must be printed correctly for it to be valid. The Traveler may print the Tickets:

 

  • using OUIGO email attachments; or
  • from the OUIGO Website, in the "My Purchase" section, indicating the Purchase number and the email address provided when making the purchase.

 

Good print quality is required. Partially printed, soiled, damaged or illegible OUIGO Tickets will not be accepted during receipt or verification and will be considered invalid. In the event of an incident or poor printing quality, it shall be the Passenger's responsibility to reprint his/her OUIGO Ticket. To verify the quality of the printing, the Passenger must ensure that the information written on the OUIGO Ticket and the Aztec barcode are legible.

OUIGO shall not be liable for any defects that may occur during printing, provided that they were not caused intentionally by OUIGO or due to its negligence.

If the Passenger presents a OUIGO Ticket at the time of verification on a support other than the one referred to in this article or with an insufficient print quality, he/she will only be allowed access to the OUIGO Train after verification by the Service Crew. Access will be granted upon presentation of an official identity document and notification that the Ticket has been sent; otherwise, the Passenger will have to pay the amount required to rectify his or her situation, as provided for in these General Terms and Conditions.

In the event of changes that give rise to the issuance of new OUIGO Tickets, the Passenger will have to reprint them.

 

6.1.2.3 Downloading a Ticket into the Application

If the Passenger wishes to download his/her Ticket(s) in the OUIGO Application, he/she will have to indicate his/her Purchase number and the email address provided during the Purchase. The Aztec barcode of the Ticket(s) in question will then be downloaded to the mobile phone and will be available offline, thus allowing it to be checked by the OUIGO Service Crew.

It is the Passenger's obligation to ensure that his or her Ticket is correctly downloaded before entering the boarding area, in particular so as not to hinder reception. The Passenger must ensure that their mobile phone has sufficient battery power at the time of reception and boarding and for the entire duration of the contracted service.

If the Passenger presents a OUIGO Ticket on a support other than the one referred to in this article or with an insufficient print quality at the time of verification, he/she will only be allowed access to the OUIGO Train after verification by the OUIGO Service Crew. Access will be granted upon presentation of an official identity document and possibly the Purchase Number, failing which the Passenger will be charged the amount required to regularise his/her situation, in accordance with these General Terms and Conditions.

 

6.2 Modification of the Purchase/Reservation and Exchange of OUIGO Tickets; Cancellation and Refund of the Ticket

6.2.1 Modification of the Purchase and Exchange of OUIGO Tickets

A Purchase/Reservation may be modified up to thirty (30) minutes before the scheduled departure time in the cases provided for in this article.

It will not be possible to add new travellers, neither adults nor children, to the booking.

The modification of the Purchase/Reservation will necessarily affect all the Travellers included in it.

These modifications may be made through the Site or the OUIGO Application, indicating the Purchase Number and the email address provided during the purchase.

Any modification to the Purchase entails the issuance of a confirmation email to the indicated address, where the Tickets of all the Travellers in the Purchase will be attached in PDF format. The new OUIGO Tickets must be printed or downloaded in

 

the Application to access the Train. Tickets received before the modification will no longer be valid and cannot be used with OUIGO to access the Train.

 

6.2.1.1 Purchase or Exchange Modification Cases

These changes can involve

 

1. The change of the schedule and/or the dates of the Journey.

The change of timetable and/or dates is considered as a change of OUIGO Ticket. The OUIGO Ticket can be exchanged in accordance with the conditions set out below on all OUIGO Trains from the same stations of departure and arrival that have available Seats. An OUIGO Ticket may only be  exchanged  for  another  OUIGO  Ticket. In addition, the outward Journey may in no case be later than the return Journey in a Purchase comprising a Return Journey. Said exchange shall be possible up to thirty (30) minutes before the scheduled departure time of the Train for the Journey in question, upon payment of the charges determined and published by OUIGO from time to time.  If the new Ticket is more expensive than the previous one, the difference in price must be paid, in addition to the supplement mentioned in the previous paragraph. If the new Ticket is cheaper than the previous one, the difference in price shall not be reimbursed and shall remain for the benefit of OUIGO. Payment will be made under the same conditions as those mentioned in these General Conditions. The changes will apply to all travellers in the booking, and all travellers must travel on the selected date and time.

 

2. The change of the names and/or surnames of the Travellers of the Purchase/Reservation. 

The change of names and/or surnames may be made until 11:59 p.m. on the day before the first journey of the Booking. Within the hour following the time of Purchase, the change will be free of charge. After this deadline, the change of names and/or surnames of Adult or Child Passengers shall be subject to the payment of the fare published by OUIGO at any given time. The modification of the names and/or surnames of Infants is free of charge. If the Passenger only wishes to correct a spelling mistake made during the Purchase process, contact with the Customer Service Center must be made. 
The change of names and/or surnames will be considered a change of Passenger. The new Passenger must meet the same conditions as the Passenger he/she replaces. If the Ticket has a discount, the new Passenger must present the original valid ticket entitling him/her to this discount. The OUIGO Ticket is nominative and personal, so that no person other than the Passenger identified on the ticket may travel with a ticket.  

The modification of Passenger names and surnames will affect both the outward and the return trip in the case of a Round Trip Purchase. 
An Adult Passenger may only change his/her Ticket for another Adult Passenger Ticket. The same applies to Child Passengers who, if a name change on the ticket is necessary, may only exchange it for a Child Passenger Ticket.  
Reserved Seats for wheelchair users on OUIGO trains are strictly reserved for that purpose, so in case of a change of Passenger on a Ticket with a Reserved Seat for wheelchair users, the new Passenger can only be a wheelchair user.

 

3. Booking Additional Options.

Where they exist, these contracts are made under the tariff conditions established and communicated by OUIGO from time to time.

 

4. Inclusion of baby strollers.

If Travellers wish to add one (1) or two (2) strollers to their Purchase/Reservation, they must indicate such information, for no additional fee. A maximum of  two  (2)  strollers  may  be  included  for each Purchase/Reservation that includes Children/Babies. In case of more than two (2) strollers per Purchase/Reservation, it will be necessary to contract the Additional Baggage Option.

 
6.2.2 Cancellation of the Purchase/Reservation and Refund of the OUIGO Ticket

Except for the specific exceptions provided for in these General Terms and Conditions, the Purchase/Reservation may not be cancelled and OUIGO Tickets are non-refundable.

 

6.3 Receipt and verification of OUIGO Tickets

6.3.1 Reception of Travellers

To access OUIGO Trains, the Passenger must be in possession of a valid OUIGO Ticket for your Journey.

The OUIGO Service Crew shall be responsible for the reception of Passengers and verification of OUIGO Tickets and shall provide them with all relevant information regarding their Journey and boarding of the OUIGO Train.

Ticket verification will take place in the boarding area at the stations of origin and/or on board OUIGO trains during the Journey. All Passengers holding OUIGO Tickets, and only these, must present themselves at the boarding area.

All Travellers of the same Purchase/Reservation must present themselves together at the time of boarding.

In order to ensure the departure of OUIGO Trains in the best possible conditions, all Travellers must present themselves at the boarding area at least thirty (30) minutes before the departure time indicated on the OUIGO Ticket, and Travellers are advised to take the necessary measures to ensure that they arrive at the departure station in conditions that allow them to comply with this rule. Due to operational and security requirements, access to the OUIGO Train is not guaranteed within five (5) minutes prior to the departure time indicated on the Ticket, without the Passenger being able to claim any refund or compensation.

 

6.3.2 Verification of transport tickets

Ticket verification will be carried out by the OUIGO Service Crew during the boarding process of the Passengers in the area provided for this purpose or on the OUIGO Train during the Journey.

The Passenger must show his or her Ticket and identity document to the persons mentioned in the previous paragraph upon request. As the OUIGO Ticket is nominative and personal , the Passenger must present a valid photo identification document (national identity card, NIE, passport or driving licence) in addition to his or her OUIGO Ticket. For children over 4 years of age, family books will be accepted.

Identification by means of an identity document that does not correspond to the name appearing on the ticket shall be considered an irregular situation within the meaning of point 6.4 of these General Conditions.

In the event that the Passenger benefits from discounts linked to their personal status, they must also present the original ticket entitling them to these discounts, together with their identity document.

OUIGO Tickets can only be used for the Journey to be made on the dates, times, train number and OUIGO carriage indicated.

 

6.4 Irregular or fraudulent situations

6.4.1 Irregular situation

Any Passenger who, in the Passenger reception area or on a OUIGO Train, does not show the Service Crew a valid OUIGO Ticket in accordance with the provisions of these General Terms and Conditions. Specifically, any Passenger who does not present a valid OUIGO Ticket to the Service Crew will also be in an irregular situation when:

 

  1. The Passenger shows an unreadable OUIGO Ticket, incorrectly printed on a support other than the one required; or you present a printed or downloaded Ticket which, after scanning its Aztec barcode, turns out not to be the latest version of the Ticket issued for a subsequently modified Purchase; or is unable to show the Ticket for which the Purchase was made.
  2. Carries Baggage for which the purchase of the Additional Baggage Option is mandatory, in compliance with these General Conditions, without having purchased the Additional Baggage Option.
  3. Carries a pet weighing more than 10kg; or ios carrying a pet weighing less than 10kg without having added a pet to the Purchase and without having paid the corresponding amount.
  4. Does not have a OUIGO Ticket.
  5. Shows a OUIGO Ticket which, after reading its Aztec barcode, appears to have already been checked or previously used for boarding.
  6. Shows a OUIGO Ticket that is not valid for the OUIGO Train's Route, date and time you intend to board.
  7. Is unable to produce an identity document proving that he/she is the person indicated on the OUIGO Ticket and that his/her age category or large family status corresponds to the fare applied, and in unable to provide proof of the reduced fare on the ticket.
  8. Extends his/her Journey beyond the one that corresponds to the OUIGO Ticket.
  9. Uses an altered or counterfeit OUIGO Ticket.
  10. Occupies a Seat with a Ticket that corresponds to another type of Seat, if he/she refuses to vacate it immediately and occupy the correct Seat at the request of the Service Crew.

 

In any case, the Service Crew shall have the right to take measures, including refusing access to or excluding from the train, as appropriate, passengers in an irregular situation or who fail to comply with the instructions of OUIGO or the on- board staff. In such cases, without prejudice to any liability that may arise, the Passenger shall not be entitled to any reimbursement.

 

6.4.2 Voluntary regularization

Voluntary regularisation shall be given in the event of an irregular situation, subject to the availability of Seats on the OUIGO Train and provided that the Passenger spontaneously presents him/herself to the Service Crew during the verification operation at the entrance to the boarding area or, failing that, on the Train, to inform them of the irregularity of his/her situation. In this case, regardless of the Train in question and subject to the above provisions, the Service Crew will offer the Passenger to regularise his/her situation on a voluntary basis by paying a fee that OUIGO will determine and make known from time to time.

Voluntary regularization implies immediate payment of the amount in question to the Service Crew. The regularization will be paid in the same way as the Purchase/Reservation.

 

  1. Miscellaneous provisions

    7.1 Intellectual Property

Where applicable by contract or with the authorisation of its suppliers and business partners, OUIGO is the owner of the intellectual property rights linked to the OUIGO brand and all its variations on its trains, services, websites, etc.

If applicable by contract or with the authorization of its suppliers and business partners, OUIGO is the owner of all intellectual property rights relating to the Site and the OUIGO Application.

Access to the Website and the OUIGO Application does not confer on the Traveler any intellectual property rights in relation to these sites.

The elements accessible on the Site and the OUIGO Application, in particular those in the form of texts, photographs, images, icons, maps, sounds, videos, software, data and databases are also protected by intellectual and industrial property rights and other proprietary rights held by OUIGO.

Unless expressly stated in the General Terms and Conditions, the Traveler may under no circumstances reproduce, represent, modify, transmit, publish or adapt on any medium, by any means, or exploit in any way, in whole or in part, the Site or the OUIGO Application without prior written authorization from OUIGO. The Traveler is informed that this prohibition applies in particular, but not exclusively, to practices such as the use of robots for the purpose of extracting and/or reproducing any element of the Website or the OUIGO Application.

Any exploitation, in whole or in part, of the Site or the OUIGO Application without prior authorization from OUIGO is expressly prohibited.

The insertion of hypertext links anywhere on the Site or the OUIGO Application is prohibited without the prior written consent of OUIGO.

 

7.2 Protection of personal data

All information useful for understanding how OUIGO treats personal data is included in the Privacy Policy and in the Cookie Policy.

 

7.3 Accessing the OUIGO Site and the OUIGO Application

OUIGO does not warrant that the Site, the OUIGO Application and the Distributor Sites are free of anomalies or errors. If anomalies or errors occur, OUIGO does not

 

guarantee that they can be corrected or that the Site, the OUIGO Application and the Distributor Sites will operate without interruption or failure.

By making the Purchase of any product or service marketed by OUIGO under the OUIGO brand, the Purchaser declares that he/she is aware of and accepts the characteristics and limits of the Internet, in particular its technical performance, response times for consulting, examining or transferring data and the risks associated with the security of communications, connection and data transmission over the Internet, especially when carrying out payment transactions.

Consequently, OUIGO shall in any case be exempt from liability for any direct or indirect damage caused by, in particular:

 

  • the malfunction of any receiving equipment or communication lines;
  • problems with the sending, downloading and/or loss of any e-mail and, in general, problems causing the loss of any information;
  • problems downloading the OUIGO Application, in particular due to a malfunction of the Internet;
  • any malfunction of any software;
  • the consequences of any virus, anomaly or technical failure;
  • any other malfunction of the Internet, as well as any technical, material and software failure of any nature whatsoever, which would prevent the proper conduct of the Purchase/Reservation.

 

OUIGO shall not accept any claim or reimbursement related to the non-execution or poor performance of the service if it is attributable to the Buyer, or if it is due to the involvement of a third party in the service, an act of God beyond its control or a case of force majeure.

 

  1. OUIGO Customer Account

The OUIGO customer account is a service that allows the creation and use of a personal account, accessible from the website and the mobile application, with the same identifier and password. From this section, the User can:

 

  • Create an OUIGO customer account;
  • Change their password;
  • Reset a forgotten password;
  • Consult and modify the personal data stored for the time necessary for the purposes of personal data processing;
  • Consult and modify travel preferences (stations and favourite travellers);
  • Consult and modify subscriptions to electronic communications;
  • Consult past and future trips;
  • Consult available Purchase Vouchers, where applicable.

 

The User guarantees to OUIGO Spain, at the time of creation of the OUIGO Customer Account, that he/she is at least 14 years of age.

You can register your OUIGO Customer Account through the "My Account" area available on the Site or the OUIGO Application, by two alternative means: on the one hand, through the OUIGO email address and password interface; or, alternatively, by means of the identification and authentication services of one of the social media available at any given time, provided that the User has previously registered an account on that media. The means used to register a Customer Account shall be the only means available for logging into that Customer Account. In the case of the use of the social network authentication service, the user accepts the transfer of data from the social network to OUIGO Spain for the creation and management of this account.

 

  1. Customer Service and Complaints

Any request for information, clarifications and complaints can be sent to the OUIGO Customer Service Centre via the web

form: https://ouigo.zendesk.com/hc/es/requests/new. However, it will also be possible to send the request by post to our offices at Calle Alfonso XII, 62, 28014, Madrid.

OUIGO also has a complaints book/sheet available to the Passenger. The Passenger may request them from our Service Crew in our trains and stations.

Similarly, the official complaint form can be accessed and downloaded electronically via the following link complaint form and sent as an attachment either via the request link provided on the OUIGO Site available at Send a request - Ouigo (zendesk.com) or by post. The Customer Service Center will respond to the customer within one month or, if it is not possible to meet this deadline, will inform the customer accordingly.

In the event that the response provided by the Customer Service Centre to the Buyer or the Traveler is not satisfactory, or in the absence of a response from OUIGO within a reasonable period of time not exceeding three months from the date on which the complaint was sent, the Buyer or the Traveler may, if he/she deems it appropriate, proceed to take legal action. OUIGO does not submit to the jurisdiction of the Transport Arbitration Boards or to the jurisdiction of the Consumer Arbitration Boards and will not accept any request for arbitration under any circumstances.

 

Any request relating to technical difficulties concerning the use of a Distributor's Site or the conditions of such distribution service to its customer should be addressed to the person in charge of such Site.

23/10/2024