The terms below may be used interchangeably in singular and plural forms.
Adult: A passenger who is fourteen (14) years of age or older as of the date of the initial Journey specified in the Booking. Adult Passengers may only travel with a Standard Ticket.
OUIGO App: A Direct Ticket Distribution Channel for OUIGO. It is an app available for download from the Apple Store and Google Play that allows you to make a purchase/booking, view it, amend it, or download your tickets. The OUIGO App can be accessed on a mobile phone or tablet with an internet connection.
XL Seats: Seats as defined by OUIGO on its website.
Standard Seats: seats as defined by OUIGO on its website.
Seats reserved for wheelchair users: On each OUIGO Train, depending on the train’s configuration and length, and in accordance with applicable legislation, there are two (2) or four (4) seats reserved for wheelchair users.
Seats: all the seats available on an OUIGO train (Standard, XL and Reserved for wheelchair users).
Infant: A passenger aged between zero (0) and three (3) years on the date of the first Journey included in the Booking.
OUIGO Ticket(s) (or “Tickets”): an electronic, named and personal travel document entitling the holder to access the boarding area and the OUIGO train to undertake one Journey or two consecutive Journeys, in the case of Transfer Tickets, in the Seat specified on the Ticket. The Ticket is in PDF format and includes one Aztec barcode or two for Transfer Tickets. One Aztec barcode will be generated for each Journey. OUIGO Tickets may be Direct Tickets or Transfer Tickets.
A Direct Ticket entitles the holder to travel between a point of departure and a destination connected by a single Journey, with no guarantee of a free connection or link provided by OUIGO. This type of ticket consists of a single page from a PDF document that contains an Aztec barcode. This ticket bears the words “DIRECT TICKET”.
A Transfer Ticket entitles the holder to travel between a point of departure and a final destination via two Journeys, with a change. It constitutes a single Ticket for the purposes of the General Terms and Conditions of Sale and the General Terms and Conditions, although it comprises two pages of the same PDF, each of which relates to a separate Journey and has a distinct Aztec barcode. This ticket bears the words “TRANSFER TICKET”.
The Ticket may be sold by OUIGO (Direct Distribution Channel) or by a Distributor (Indirect Distribution Channel); this is indicated on the Ticket (“Sold by OUIGO” / “Sold by DISTRIBUTOR”). Tickets sold by Distributors are governed by the terms and conditions (including, amongst others, rights, obligations and the handling of incidents) established by the Distributors. The offers and General Terms and Conditions of Sale set out on the OUIGO website and/or app do not apply to tickets sold by Distributors. The Ticket can be printed or downloaded to a device. A Ticket may be a General Ticket, which can be booked for an Adult, a Child or an Infant; a Child Ticket, which can only be booked for Children or Infants; or an Infant Ticket, which can only be booked for Infants.
Direct Distribution Channels: the Ticket sales channels operated by OUIGO: the OUIGO Website and the OUIGO App.
Indirect Distribution Channel: the Ticket sales channels operated by Distributors.
Customer Service Centre: a centre dedicated to customer service, whether for the Passenger or the Purchaser.
Purchase or Booking: the process of purchasing and paying for tickets online.
Purchaser: any person who purchases a ticket. Where the Purchaser is not the Passenger, the Purchaser shall purchase the ticket on behalf of and for the account of one or more Passengers.
Direct Distribution Channel Purchaser: the Purchaser who purchases a ticket via a Direct Distribution Channel.
Indirect Distribution Channel Purchaser: the Purchaser who purchases a Ticket via an Indirect Distribution Channel.
Distributor: entities authorised to sell OUIGO Tickets. The sale of Tickets by Distributors is governed by the terms and conditions set by the Distributors.
Luggage: any item of hand luggage that the Passenger intends to carry with them during a Journey. The Passenger must keep an eye on it and label it.
Hand Luggage is any Luggage whose dimensions do not exceed thirty-six by twenty-seven by fifteen centimetres (36x27x15 cm).
Cabin Luggage is Luggage whose dimensions do not exceed fifty-five by thirty-five by twenty-five centimetres (55x35x25 cm), including handles and wheels.
Additional Luggage may measure up to two (2) metres in total (height + length + width) and weigh up to twenty-five kilograms (25 kg).
Add-ons: Also known as Options, these are additional services provided by OUIGO alongside transport. The features, conditions, and rates for the Add-ons offered by OUIGO through its Direct Distribution Channels are available in Annexes I and II of the General Terms and Conditions of Sale. For information on the Add-ons offered by Distributors, their features and conditions, please consult the Distributors.
Printout: a paper printout of the OUIGO Ticket as set out in the General Terms and Conditions of Sale and the General Terms and Conditions of Carriage.
Mobile: a mobile device that allows, amongst other things, the use of the OUIGO App and access to the OUIGO Website.
Child: A passenger aged between four (4) and thirteen (13) years on the date of the first Journey included in the Booking.
Package: A combination of a Ticket and Add-ons offered for sale by OUIGO via its Direct Distribution Channels at a specific price. The features, including services, terms and conditions, and fares of the Packages offered by OUIGO through its Direct Distribution Channels are set out in Annex I and Annex II of the General Terms and Conditions of Sale. For information on the packages offered by Distributors, their features and terms and conditions, please consult the Distributors.
Booking: see definition of Purchase. For the purposes of the General Terms and Conditions of Sale and the General Terms and Conditions of Carriage, the terms “Booking” and “Purchase” may be understood as synonyms.
OUIGO website: This is a Direct Ticket Distribution Channel. This is an OUIGO website, located at the URL www.ouigo.com/es/, which allows users, amongst otherfeatures, to obtain information on the services offered by OUIGO via its Direct Distribution Channel, to purchase or book tickets, to access details of ticket purchases made through OUIGO, and to check the status of OUIGO Trains.
Journey: a Journey on an OUIGO Train between two stations on a specific date and at a specific time.
OUIGO Train: a set of OUIGO carriages, operated by OUIGO ESPAÑA, S.A.U., which enables a passenger to make a Journey.
On-board Crew: OUIGO employees and representatives who ensure safety on board OUIGO Trains and who carry out ticket checks. The On-board Crew is responsible for ensuring compliance with the rules of conduct at stations and on OUIGO Trains, as defined in the General Terms and Conditions of Sale and the General Terms and Conditions of Carriage.
OUIGO Voucher: credit issued via the OUIGO Website or the OUIGO App, for the amount stated therein, which can only be redeemed via the OUIGO Website and the OUIGO App. Unless otherwise stated, the OUIGO Voucher is valid for twelve (12) months from the date of issue.
Journey: a Journey on a OUIGO Train (or Trains, if the Ticket is a Connecting/Transfer Journey) from a departure station to a final destination station, which may consist of a single Journey (in which case it corresponds to a Direct Ticket) or two Journeys with a change (in which case it corresponds to a Transfer Ticket).
Passenger: any person holding a Ticket who travels on an OUIGO Train.