Effective date: 2 July 2026
To request the General Terms and Conditions of Carriage for Groups, please contact grupos@ouigo.es
1. General provisions
These General Terms and Conditions of Carriage (hereinafter, the “General Terms and Conditions of Carriage”) apply to high-speed passenger rail transport services (and associated services) operated by OUIGO ESPAÑA S.A.U. (hereinafter “OUIGO”) and marketed under the “OUIGO” brand, and shall be interpreted and supplemented in accordance with current legislation.
OUIGO reserves the right to amend these General Terms and Conditions of Carriage at any time. In any event, such amendments shall not apply to contracts entered into with OUIGO or its Distributors prior to the entry into force of the new version of the General Terms and Conditions of Carriage.
The layout of OUIGO trains, the location of the various types of seats (Standard, XL and those reserved for wheelchair users), luggage racks, toilets, access points and other features of OUIGO trains can be consulted at the following link.
The services and facilities available on board OUIGO trains are as follows: assistance for passengers provided by the Crew, toilets and luggage racks in each carriage, and seats and toilets for passengers with disabilities in the adapted carriage. Passengers may also use the bar/restaurant carriage (Ouibar), the Wi-Fi network (Ouifi), and the entertainment platform (Ouifun), the latter two subject to payment of the corresponding additional charges.
2. Carriage contract
2.1 Purpose and content of the carriage contract
The Ticket is the Passenger’s travel document; it is an electronic Ticket and serves as proof of the carriage contract and of any additional services booked. Under the carriage contract, OUIGO undertakes to carry the Passenger(s) and, where applicable, his/her/their Luggage, in accordance with the terms set out in these General Terms and Conditions of Carriage, from the station of departure to the final destination station under the conditions defined in the carriage contract, except in cases of force majeure or where required for the safety of rail traffic.
The carriage contract entered into between OUIGO and the Passenger is governed, among other provisions, pursuant to:
● Regulation (EU) 2021/782 of the European Parliament and of the Council dated 29 April 2021 on the rights and obligations of rail passengers, which can be consulted at https://www.boe.es/buscar/doc.php?id=DOUE-L-2021-80625
● Royal Decree 2387/2004, dated 30 December, that approves the Railway Sector Regulations, specifically Article 96 regarding passengers’ rights, available at https://www.boe.es/eli/es/rd/2004/12/30/2387/con
● these General Terms and Conditions of Carriage, which incorporate passengers’ rights in accordance with the applicable legislation.
The Ticket must include the details specified in Article 87(2) of the Railway Sector Regulations, which can be found at https://www.boe.es/eli/es/rd/2004/12/30/2387/con. The Ticket will also show any add-ons you have booked. To find out what entitlements the add-ons you have booked confer on you: if you purchased your Ticket through a Direct Distribution Channel, your Ticket will bear the words ‘VENTA OUIGO’—please visit the following link; if you purchased your Ticket through an Indirect Distribution Channel, your Ticket will bear the words ‘VENTA DISTRIBUIDOR’—please check the terms and conditions with the Distributor.
By accepting these General Terms and Conditions of Carriage, the Purchaser also consents to these same conditions on behalf of the Passenger(s) listed in the Booking.
2.2. Transport Ticket format. Validity of the e-Ticket
The Ticket is an electronic PDF travel document that contains one Aztec barcode, or two if it's a Transfer Ticket. One Aztec barcode will be generated for each Journey.
The Passenger may choose to print the Ticket on paper or download it as a PDF to their mobile device. Passengers will also be provided with a summary version of the Ticket in the PKPASS format authorised by OUIGO; however, please note that this summary version does not contain all the legal terms and conditions of the Ticket and therefore does not serve as the Ticket. The PKPASS Ticket summary format may be accepted by the Crew, at their discretion, upon boarding; however, OUIGO reserves the right to ask the Passenger to present the original Ticket in PDF format, whether downloaded or printed, at any time. In any event, the Ticket, whether printed or downloaded as a PDF or a PKPASS file, must be provided by OUIGO or the Distributor and must not be tampered with or altered in any way.
For the Ticket to be valid, it must be printed correctly and clearly. Partially printed, soiled, damaged or illegible Tickets will not be accepted at check-in or during inspection and will be considered invalid. If there is a problem or poor print quality, the Passenger is responsible for reprinting their Ticket in good time to board the train. To verify that the print quality is satisfactory, the Passenger must ensure that the information on the Ticket and the Aztec barcode are legible. OUIGO accepts no liability for printing issues unless they were caused intentionally by OUIGO or through its negligence.
If the Passenger chooses to download the Ticket onto their mobile device, they must ensure it is downloaded correctly before entering the boarding area, especially to avoid issues at check-in. Where applicable, the Passenger must ensure their mobile phone has sufficient battery power at check-in and boarding, and throughout the booked service.
If, at the time of inspection, the Passenger presents a Ticket in another format, or with insufficient print quality, the On-board Crew will refuse access to the OUIGO train unless the Passenger presents an official identity document and the Ticket delivery notification. These will allow their Ticket to be verified. If the On-board Crew cannot carry out the verification, or if it proves insufficient, the Passenger may board the train only if they pay the amount required to settle their situation, as provided for in section 7.2 of these General Terms and Conditions of Carriage. If any modifications are made to the booking after purchase, the Passenger must print or download the new Ticket.
2.3. Tickets purchased through secondary markets or from unauthorised vendors
Tickets purchased through resale between private individuals are forbidden, and OUIGO may cancel them, regardless of any legal action taken. Similarly, Tickets purchased on websites not authorised by OUIGO are also forbidden, and OUIGO warns that such websites cannot guarantee that the Tickets will be valid for the Passenger or that the passenger will receive the compensation provided for by law in the event of delays or cancellations. OUIGO shall not be liable for Tickets purchased through resale between private individuals or via unauthorised sales channels.
2.4. Specific terms and conditions for Ticket purchases made through Indirect Distribution Channels
Tickets purchased through Indirect Distribution Channels may be subject to specific terms and conditions set by the Distributor. The use of Vouchers is not permitted through these Indirect Distribution Channels. Certain Seats and Add-ons offered by OUIGO through its Direct Distribution Channel may not be available through Indirect Distribution Channels.
Anyone purchasing OUIGO Tickets via Indirect Distribution Channels must check the applicable terms and conditions for the offer, sale and after-sales service of Tickets through such channels. The products offered by OUIGO through its Direct Distribution Channels and their features may differ from those offered by Distributors. To check the products offered by Distributors, their features, and terms and conditions, please consult the Distributors.
3. Carrier’s liability
3.1 The carrier’s liability regarding individuals and property.
3.1.1. Liability in the event of the Passenger’s death or injury.
OUIGO shall be liable in the event of the Passenger’s death or injury in accordance with the applicable regulations.
3.1.2. Liability for Luggage, mobility aids, assistive devices and assistance dogs
The Passenger may carry their Luggage and, where applicable, their mobility aids, assistive device and/or assistance dog with them during their Journey, subject to the terms and conditions set out in these General Terms and Conditions of Carriage. The Passenger shall be responsible for keeping an eye on their Luggage and, where applicable, their mobility aids, assistive devices and/or assistance dogs. OUIGO shall be liable for any damage, loss or breakage suffered by Luggage, mobility aids, assistive devices and assistance dogs, where applicable, where so provided for by the applicable regulations. OUIGO shall not be liable for damage caused by the total or partial loss or deterioration of Luggage, mobility aids, assistive devices and assistance dogs, unless the Passenger proves that such damage was caused (i) through OUIGO’s fault and (ii) during the Journey.
In the event of Passenger death or injury, OUIGO shall also be liable, under the terms and conditions and to the extent set out in the applicable regulations, for damage caused by the total or partial loss or damage to Luggage and, where applicable, any mobility aids, assistive device and/or assistance dog that the Passenger was carrying.
3.1.3 Limitation period
1. The limitation period for claims for damages arising from the carrier’s liability in the event of the death or injury of Passengers is:
● for the Passenger, three (3) years from the day following the accident;
● for other beneficiaries, three (3) years from the day following the Passenger’s death, provided that this period does not exceed five (5) years from the day following the accident.
2. The limitation period for all other claims relating to the contract of carriage is one year from the day on which the Ticket ceases to be valid.
3.2. Carrier’s liability and compensation in the event of failure to comply with timetables.
3.2.1. Duty to provide information
In the event of a failure to adhere to the timetable stated on the Ticket, or in the event of an interruption or cancellation of the Journey, OUIGO shall provide the information at its disposal to the Direct Distribution Channel Purchaser via the email address or telephone number provided at the time of purchase and, where applicable, shall inform the Passengers for whom the Direct Distribution Channel Purchaser has provided contact details. Purchasers via the Indirect Distribution Channel will receive information regarding deviations from the timetable via the Distributor, or via OUIGO, if the Distributor has provided the Purchaser’s details to OUIGO for that purpose.
To access information on train timetables, Passengers may consult the OUIGO and ADIF websites and the station display boards managed by ADIF.
3.2.2. Scope of liability and compensation
In the event of a delay, disruption or cancellation of a Journey, OUIGO, as the carrier, shall be liable to the Passenger and shall provide assistance in accordance with the terms set out in current legislation. OUIGO shall not be liable in the event of cancellation, disruption or delay due to force majeure or other causes for which the carrier is not liable under current legislation.
In the event of the cancellation or delay of a Journey, the Passenger shall be entitled to compensation (as applicable, a refund of their Ticket or alternative transport and/or compensation), as provided for in sections 3.2.4 and 3.2.5 of these General Terms and Conditions of Carriage.
If the Ticket has been purchased via a Direct Distribution Channel, OUIGO will provide the Purchaser with the compensation due via the “My Bookings” section of the OUIGO Website or App.
Where the Ticket has been purchased via an Indirect Distribution Channel, the Distributor (or, where applicable, OUIGO, in accordance with section 3.2.1) will email the Purchaser instructions setting out the steps to follow to receive the compensation. In such cases, where the Passenger is entitled to a refund, the obligation to refund shall lie with the Distributor; where compensation other than a refund is due, OUIGO shall pay it to the person whose details have been provided to OUIGO for this purpose by the Distributor.
Regardless of whether the purchase was made via a Direct or Indirect Distribution Channel, in order to exchange a refundable voucher issued by OUIGO for a credit to their bank card, the Purchaser must provide the details of a VISA or Mastercard. If the Purchaser does not have either of these payment methods, they will not be able to receive the credit for their refundable voucher, which will remain available, for the applicable period of validity, to be redeemed via Direct Distribution Channels.
The Purchaser is solely responsible, vis-à-vis the Passengers on the Booking, for paying each of them the compensation received from OUIGO, in the appropriate proportion. The Purchaser releases OUIGO from all liability in this regard.
OUIGO offers point-to-point transport only and does not guarantee connections or links between OUIGO Journeys (offered by OUIGO or by Distributors), except in the case of Transfer Tickets, under the terms and conditions set out in section 3.2.3, and in no event does it guarantee connections or links in relation to Journeys operated by other carriers. Therefore, except in the case of Transfer Tickets and subject to the terms and conditions governing such Tickets, OUIGO shall not guarantee the continuity of the Journey, nor shall it accept any liability for the Passenger missing a connection or link. Passengers are advised to take all necessary measures and appropriate precautions to ensure that any delay or cancellation of the Journey does not result in adverse consequences.
3.2.3. Liability in relation to Transfer Tickets
OUIGO shall guarantee the connection between the first Journey and the second Journey specified in a Transfer Ticket, subject to the conditions set out in this section.
In the event of cancellation or delay of the Journey to which a Transfer Ticket relates, OUIGO shall be liable in accordance with the terms and conditions set out in sections 3.2.4 and 3.2.5. of these General Terms and Conditions of Carriage.
The delay shall be calculated based on the scheduled arrival time at the final destination as stated on the Transfer Ticket. OUIGO shall not be liable in the event of a delay in the arrival of the first leg of the Journey if that delay has no impact on the arrival time of the second leg at the final destination. Upon arrival at the first leg of a Transfer Ticket, Passengers must follow the directions provided by OUIGO and the instructions of the On-board Crew to proceed to the train operating the second leg of the Journey. OUIGO shall not be liable in cases where Passengers miss their connection because they have failed to follow the instructions given by OUIGO and its On-board Crew and, in general, in cases where the missed connection is not attributable to OUIGO.
In the event of cancellation of the Journey to which a Transfer Ticket relates, the rights to alternative transport or a refund and, where applicable, compensation shall apply to the entire Journey.
In the event of a missed connection on a Transfer Ticket attributable to OUIGO, whether due to a delay on the first leg or the cancellation of the second leg specified on the Ticket, OUIGO shall ensure that the Passenger can continue their Journey on another train to their final destination as soon as possible, at no additional cost and without the Passenger losing their right to compensation for the delay, where applicable, in accordance with the provisions of section 3.2.5. If, instead, the Passenger wishes to return to the departure station of the first leg of the Journey, they may request this from the OUIGO Customer Service Centre, which will assess each request on a case-by-case basis.
Where, due to a missed connection that is within OUIGO's reasonable control, it is not possible to guarantee the continuation of the Journey on the same day, OUIGO shall offer the Passenger:
a) Meals and refreshments in an amount appropriate to the time elapsed between the arrival of the first leg of the Journey and the departure of the next leg offered by OUIGO to continue the Journey the following day.
b) Accommodation in a hotel or other venue.
3.2.4. Cancellation of the Journey
Cancellation of the Journey is defined as the inability to commence the Journey under the terms and conditions set out in the Ticket.
In the event of cancellation of a scheduled Journey, OUIGO will make every effort to inform the purchaser, in accordance with section 3.2.1, as soon as possible by sending a message to the email address or telephone number provided at the time of purchase.
OUIGO shall not be liable for any missed connections or links by the Passenger, except in the case of Transfer Tickets, under the terms and conditions set out in section 3.2.3.
3.2.4.1. Rights in the event of cancellation
1. Regardless of when the cancellation is notified, OUIGO will offer the Purchaser the choice between:
a) Alternative transport provided by OUIGO: in this case, the Purchaser will have a period of thirty (30) days from notification of the cancellation to exchange their Ticket for another Ticket free of charge and without any fees. If the fare for the new Ticket is higher, you will not be required to pay the difference.
b) Request a refund for the Ticket affected by the cancellation.
2. In addition to the provisions of paragraph 1 above, where the Purchaser is informed of the cancellation of the Journey:
i. Between five (5) and thirty (30) days before the date of the Journey stated on the Ticket, OUIGO, as part of its compensation policy, will provide you with compensation amounting to fifty per cent (50%) of the cost of the affected Journey, in the form of a non-refundable Voucher.
ii. Between two (2) and four (4) days before the date of the Journey stated on the Ticket, OUIGO, as part of its compensation policy, will provide you with compensation amounting to fifty per cent (50%) of the cost of the affected Journey, in the form of a refundable Voucher.
iii. On the day before the date of travel shown on the Ticket, before 17:00, OUIGO, as part of its compensation policy, will provide you with compensation amounting to one hundred per cent (100%) of the cost of the affected Journey in the form of a refundable Voucher.
iv. After 17:00 on the day before the Journey date stated on the Ticket, OUIGO will provide you with compensation equal to double the cost of the affected Journey, in the form of a refundable Voucher.
3.2.4.2. How to exercise your rights
The procedure for exercising your rights in the event of cancellation differs for Purchasers via the Direct Distribution Channel and those via the Indirect Distribution Channel.
1. Purchasers via the Direct Distribution Channel:
i. You may choose between (i) alternative transport and (ii) a refund of the Ticket, via the “My Bookings” section of the OUIGO website or app.
If they choose to be refunded the price of their Ticket, Purchasers via the Direct Distribution Channel may request a refund in the form of a Voucher or via a credit to the bank card used to make their Purchase. If you choose a refund in the form of a Voucher, provided that the Ticket being refunded was not purchased using a Voucher, the Direct Distribution Channel Purchaser may subsequently contact the Customer Service Centre, within a period of six (6) months from the date of the Journey, to request the replacement of one or more of these Vouchers with a credit to the card used to pay for the Purchase. The total amount of the credit on the card may not exceed the price actually paid by the Direct Sales Channel Purchaser for the cancelled Journey. No replacement in the form of a credit on the card used for the Purchase will be issued if the Voucher issued following the cancellation has been used, in whole or in part.
If the Ticket was purchased using a Voucher, the refund will, in all cases, be issued as Vouchers via the OUIGO Website or App. The refund via Vouchers will be at least the amount that would have been due had the refund been issued as a credit to the card used for the Purchase. Purchasers using the Direct Distribution Channel will find the Vouchers available in the “My Bookings” section of the OUIGO website or app.
A single option must be chosen for all Passengers on the same Booking. The chosen option will be the one the Purchaser specifies to OUIGO on behalf of the Passengers on the Booking.
ii. Where applicable, the corresponding compensation will be available in the “My Bookings” section of the OUIGO website. The compensation will be made available to the Purchaser in the form of a Voucher. In the case of a refundable Voucher, and provided that the Ticket was not purchased using a Voucher, the Purchaser via the Direct Distribution Channel may request that this Voucher be replaced with a credit to the card used to pay for the Purchase. If the Voucher issued following the cancellation has been used, either in full or in part, or has expired, no refund will be made.
2. Purchasers via the Indirect Distribution Channel will receive an email from the Distributor, or, where applicable, from OUIGO, outlining the steps to follow to choose between a refund for their Ticket and an alternative transport option, and, where applicable, to receive the corresponding compensation. For technical or financial reasons, compensation paid by OUIGO as part of its own compensation policy – which is not legally required – may only be available through Direct Distribution Channels.
3.2.5. Delays
A delay is defined as the time elapsed between the Passenger’s scheduled arrival time, as indicated on the Ticket, and the actual or estimated time of arrival at the final destination station.
Should a change to the scheduled timetable be anticipated prior to the departure date, OUIGO shall make every effort to inform the Purchaser, in accordance with section 3.2.1, as soon as possible by sending a message to the email address or telephone number provided at the time of purchase or to the email address or telephone number indicated by the Distributor, where applicable.
3.2.5.1. Rights in the event of a delay
1. Where, prior to the start of the Journey, a delay of sixty (60) minutes or more is anticipated in arrival at the final destination station, the Purchaser may choose between:
a) Alternative transport provided by OUIGO: the Purchaser shall have a period of thirty (30) days from the date of notification of the delay to change their Ticket free of charge and without any fees. If the fare for the new Ticket is higher, you will not be required to pay the difference.
b) Request a refund for the Ticket affected by the delay.
2. Should the Passenger experience a delay in arrival at the final destination station of thirty (30) minutes or more, OUIGO will compensate the Passenger for this delay, without the Passenger losing their right to travel, under the following terms and conditions:
i. In the event of a delay in arrival at the final destination of thirty (30) minutes or more but less than sixty (60) minutes, OUIGO, as part of its compensation policy, will provide you with voluntary compensation amounting to fifty per cent (50%) of the cost of the affected Journey, in the form of a non-refundable Voucher.
ii. In the event of a delay in arrival at the final destination of sixty (60) minutes or more but less than ninety (90) minutes, OUIGO will provide you with statutory compensation amounting to fifty per cent (50%) of the cost of the affected Journey, in the form of a refundable voucher.
iii. In the event of a delay in arrival at the final destination of ninety (90) minutes or more, OUIGO will provide you with statutory compensation of one hundred per cent (100%) of the cost of the affected Journey, in the form of a refundable Voucher.
OUIGO undertakes to pay the compensation proactively. Without prejudice to the compensation provided for above, OUIGO may, as a general rule, offer more favourable compensation if it deems it appropriate. Should OUIGO issue a refundable Voucher for an amount exceeding the statutory compensation, if the Purchaser opts for a refund by having the Voucher replaced with a credit to their card, the maximum amount to be received shall be that of the statutory compensation, regardless of the value of the Voucher.
3.2.5.2. How to exercise your rights
The procedure for exercising your rights in the event of delay differs for Purchasers via the Direct Distribution Channel and those via the Indirect Distribution Channel.
1. Purchasers via the Direct Distribution Channel:
i. Where applicable, they may choose between (i) alternative transport and (ii) a refund of the Ticket, via the “My Bookings” section of the OUIGO Website or App.
If they choose to be refunded the price of their Ticket, the Purchasers via the Direct Distribution Channel may request a refund in the form of a Voucher or via a credit to the card used to make their Purchase. If they choose a refund in the form of a Voucher, provided that the Ticket was not purchased using a Voucher, the Direct Distribution Channel Purchaser may subsequently contact the Customer Service Centre, within six (6) months of the date of the Journey, to request the replacement of one or more of these Vouchers with a credit to the card used to pay for the Purchase. The total amount credited to the card may not exceed the total amount actually paid by the Direct Distribution Channel Purchaser for the Journey affected by the delay. No replacement in the form of a credit to the card used for the purchase will be made if the Voucher issued following the delay has been used, in whole or in part.
If the Ticket was purchased using a Voucher, the refund will in all cases be made via Vouchers. In all cases, the refund via Vouchers will be at least as much as would have been due if the refund had been issued as a credit to the card used for the Purchase. Purchasers using the Direct Distribution Channel will find the Vouchers available in the “My Bookings” section of the OUIGO website or the OUIGO App.
A single option must be chosen for all Passengers on the same Booking. The chosen option will be the one the Purchaser specifies to OUIGO on behalf of the Passengers on the Booking.
ii. Where applicable, the corresponding compensation will be available in the “My Bookings” section of the OUIGO website. Compensation will be made available to the Purchaser in the form of Vouchers on the OUIGO website or App, and the amount will be at least the statutory minimum compensation. In the case of a refundable Voucher, and provided that the Ticket was not purchased using a Voucher, the Purchaser may request that this Voucher be replaced with a credit for the corresponding statutory minimum compensation amounts (which may be less than the value of the Voucher) on the card used to pay for the Purchase. If the Voucher issued as a result of the delay has been used, either in full or in part, or has expired, no credit will be issued.
2. Purchasers via the Indirect Distribution Channel will receive an email from the Distributor, or, where applicable, from OUIGO, setting out the steps to follow to choose between a refund of their Ticket and alternative transport, or, where applicable, to receive the applicable compensation.
For technical or financial reasons, compensation paid by OUIGO as part of its own compensation policy – which is not legally required – may only be available through Direct Distribution Channels.
4. Accessibility and assistance for people with disabilities and reduced mobility.
4.1 Provision of information
OUIGO provides people with disabilities and people with reduced mobility with information on the accessibility of rail services, as well as on the terms ands conditions of access to rolling stock and the facilities on board trains. This information is available on the OUIGO website and app.
4.2 Accessibility and the need for an accompanying person
In accordance with the applicable regulations, and for clarity, ADIF, as manager of the railway infrastructure and, in particular, of the stations, is responsible for ensuring that people with disabilities and people with reduced mobility have access to stations and boarding areas so that they can board departing trains and alight from arriving trains. Meanwhile, OUIGO, through the services it has contractually agreed with ADIF or directly via its On-board Crew, ensures boarding and alighting from trains and, whilst on board, access to its on-board services and facilities. OUIGO therefore also collaborates and cooperates with ADIF to ensure that people with disabilities and those with reduced mobility can enjoy a safe Journey whilst exercising all the rights granted to them by law.
Wheelchair seats on OUIGO trains are strictly 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) reserved seats for passengers using wheelchairs. The location of the reserved seats on OUIGO trains can be found via the following link.
Passengers with a disability or reduced mobility may travel without an accompanying person, unless this is strictly necessary to ensure the Journey takes place under appropriate safety conditions, in accordance with applicable regulations.
Passengers may travel with a legally recognised guide dog or assistance dog. The guide dog shall travel free of charge and must be kept lying at the Passenger’s feet or beside them, provided it does not obstruct movement on the train.
People with disabilities or reduced mobility who require assistance must request ADIF’s free assistance service (“Acerca”) after purchasing the Ticket and at least 12 hours before departure. Passengers who have purchased their Ticket via a Direct Distribution Channel may request assistance in the ‘My bookings’ section of the OUIGO website. For Transfer Ticket bookings made via Direct Distribution Channels, a single request before the departure of the first leg of the Journey will suffice for both legs covered by the Ticket. Passengers who have purchased their Ticket via an Indirect Distribution Channel must request assistance through the distributor.
Please note that ADIF may impose restrictions on the provision of the assistance service. In particular, regardless of the luggage that OUIGO allows the passenger to carry on board in accordance with the Ticket conditions, ADIF may impose additional restrictions on the weight and number of items of luggage when providing its assistance service. For further information, please contact ADIF by email at oca.asistenciapmr@adif.es or by telephone at 917744040, or visit the ADIF website at: https://www.adif.es/viajeros/accesibilidad-estaciones.
5. Passengers at the station and on board OUIGO trains
5.1 General provisions
Passengers are required to:
● Carry the applicable Ticket, either in printed form or as an electronic copy downloaded onto their mobile device, until they leave the final destination station.
● Comply with the instructions of the On-board Crew regarding the proper provision of the service. Also comply with the instructions on signs at stations and in carriages, and with these General Terms and Conditions of Carriage.
● Comply with any civil protection and security measures and checks that may be put in place.
● Passengers must not disturb or endanger the physical safety of other passengers or the safety of the service.
● All other conduct prohibited by current legislation is prohibited on OUIGO trains.
In the event of a breach of the above obligations, any member of the On-board Crew may, at their discretion, prevent the non-compliant Passenger from boarding the train or order them to alight. This is in addition to the possibility that the competent authority may initiate disciplinary proceedings, and the Passenger will not be entitled to a refund of the fare.
OUIGO reserves the right to refuse admission to its trains. It may therefore, in all cases, deny access to the train or prevent the purchase of Tickets via the OUIGO website and the OUIGO app, and may request its distributors to prevent the purchase of Tickets via indirect distribution channels, either temporarily or permanently, to any Passenger who has caused safety issues on board the train or during boarding or alighting, causing harm to any member of the On-board Crew or to other Passengers, and who has further contributed to such incidents.
5.2 Access to the boarding area
Access to the boarding area is prohibited for any person who, being obliged to present a Ticket in accordance with these General Terms and Conditions of Carriage, does not have one. Therefore, individuals accompanying Passengers may not enter the boarding areas. Check-in and security checks take place in a specific area of the station that marks the entrance to the boarding area and are carried out by the On-board Crew.
5.3 Carriage of Luggage
5.3.1. Definition and types of Luggage
Luggage is defined as any item that the Passenger intends to carry with them during a Journey. Hand Luggage is Luggage whose dimensions do not exceed thirty-six by twenty-seven by fifteen centimetres (36x27x15 cm). Luggage exceeding the dimensions of Hand Luggage shall be permitted within the limits and subject to the conditions specifically set out in these General Terms and Conditions of Carriage. Cabin Luggage is defined as 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).
The transport service includes the option for the Passenger to carry the number of items of Luggage specified on the Ticket and in accordance with the terms and conditions set out therein.
5.3.2. The Passenger’s Obligations Regarding Luggage
The Passenger must keep an eye on any Luggage they bring on board OUIGO trains. Such Luggage remains their responsibility and must remain in their custody throughout the Journey. Unless otherwise provided for in these General Terms and Conditions of Carriage, the Passenger is liable for any loss, damage or theft of Luggage. All Luggage on an OUIGO train must be identifiable as belonging to a Passenger; any unidentified item is considered suspicious and may be destroyed by the applicable authorities.
Luggage must not inconvenience other Passengers, hinder railway operations, or cause damage, for example, to other Passengers, other luggage or the railway infrastructure. Luggage must not impede the movement of Passengers on board OUIGO trains, nor compromise their safety or that of the Crew. Passengers with large Luggage are invited to use the luggage racks on both the lower and upper decks. Passengers must stow their Cabin Luggage under their seat, unless this is not possible for reasons of railway safety, in which case the On-board Crew will indicate where to place the Luggage. The stowage of Luggage on board in accordance with the General Terms and Conditions of Carriage is at the discretion of the On-board Crew. It is prohibited to secure or fasten Luggage to any part of the train, including the luggage racks, using padlocks, chains, straps, cable ties, belts, cables, ropes or any other means of fastening.
Should a Passenger present themselves at check-in and security with Luggage that exceeds the dimensions or number specified on their Ticket, the On-board Crew may refuse boarding of such Luggage. They may also authorise it, subject to the available capacity on board the Ouigo train in question, following regularisation in accordance with these General Terms and Conditions of Carriage. A Passenger who is refused access to the train with Luggage not included on their Ticket shall not be entitled to any compensation or refund.
5.3.3. Carriage of pushchairs and medical equipment
Each Passenger may carry the number of pushchairs specified on their Ticket. Items associated with pushchairs (carrycots, seats) and booster seats without a backrest do not count as Luggage, provided the Passenger is travelling with Children or Infants. Prams must be folded and placed in the luggage racks on board OUIGO trains.
Furthermore, medical equipment necessary for the Journey of certain Passengers, such as respirators, is permitted and does not count as Luggage.
5.3.4. Bicycles, scooters, skis and other items
Bicycles will be permitted on board OUIGO trains provided they are properly dismantled and stored in specific covers designed for this purpose. They must not exceed a maximum size of 120 x 90 centimetres (120 x 90 cm) or a maximum weight of 25 kg. Scooters (excluding electric scooters) will be permitted on board OUIGO trains provided they are folded, stored in specific covers designed for this purpose, do not exceed the maximum permitted dimensions, and weigh no more than 25 kg.
Items required for certain sports, such as skis, golf clubs or hockey sticks, baseball bats, foil or épée fencing swords, as well as collectable or handcrafted weapons (such as Toledo swords), are permitted on board OUIGO trains. The latter remain subject to the conditions laid down by ADIF. All such items must be carried in their corresponding case, properly packed, and within the permitted weight and size limits. Bicycles, scooters, and all the items required for the sporting activities mentioned above are, in all cases, considered Additional Luggage. In the case of foil and épée fencing weapons, passengers carrying them must provide documentary evidence that they are members of a federation for that sport. Furthermore, to pass ADIF’s security check for sports equipment, the applicable notification must first be sent to ADIF at the following email address: cash24@adif.es.
5.3.5. Prohibited luggage
Electric scooters, unicycles or any electric or battery-powered personal mobility device are not permitted on board. The only exceptions are vehicles for people with reduced mobility and electric bicycles, provided that the terms and conditions for their carriage set out in these General Terms and Conditions of Carriage are met.
Items such as windsurf boards, sports weapons (except those expressly permitted), dangerous sharp objects used for sport (such as crampons or ice axes) and collectable or handcrafted weapons (except those permitted under ADIF’s conditions), dangerous substances or articles – in particular loaded firearms, explosives or flammable products or objects – oxidising, toxic, radioactive or corrosive substances or items that give off unpleasant odours or may cause infections, as well as all products classified as narcotics and any other illegal substances, are not permitted on board OUIGO trains. Similarly, tools are prohibited on board OUIGO trains. Notwithstanding the foregoing, OUIGO is not responsible for access controls for boarding areas, which fall within ADIF's remit. OUIGO shall not be liable should ADIF prevent a Passenger from carrying any item not expressly prohibited by these General Terms and Conditions, or should ADIF impose additional requirements beyond those set out herein. Furthermore, ADIF may authorise certain items whose carriage is not permitted on board OUIGO trains, in accordance with these General Terms and Conditions. Information on items not permitted by ADIF is available via this link.
In any event, Luggage exceeding two (2) metres in total dimensions (height + length + width) and/or weighing more than twenty-five kilograms (25 kg) will not be permitted on board OUIGO Trains.
The On-board Crew may refuse any luggage for safety reasons. In such cases, the passenger will not be permitted to board the train.
5.4 Carriage of Pets
Each passenger may carry the number of pets specified on their Ticket, subject to the terms and conditions set out in these General Terms and Conditions of Carriage. Only the following pets are permitted on board OUIGO trains: dogs, cats, ferrets, rabbits, guinea pigs, hamsters, tortoises and birds (other than poultry), weighing up to 15 kg. No other animals are permitted on board. In particular, rodents, insects and reptiles (except those expressly permitted) are not allowed.
The animal must travel throughout the entire Journey in a cage, carrier, or other enclosed container not exceeding the dimensions of 60cm x 35cm x 35cm, which must be rigid and waterproof, and must be provided by the passenger. The pet must be over 12 weeks old, microchipped, properly documented (Individual Animal Identification System – SIIA–), have an up-to-date health certificate, be treated for external and internal parasites, and be vaccinated in accordance with the regulations of the point of origin and destination. Pregnant females or those within one week of giving birth are not permitted, nor are animals with injuries. OUIGO’s On-board Crew may request the animal’s identification documents and may also refuse to allow pets to board if they do not meet the aforementioned requirements.
In all cases, the presence of a pet on board OUIGO trains is subject to there being no express objection from other passengers, unless the Crew can move them to another part of the train, as indicated below. Animals must not disturb other passengers. Animals permitted on board must be supervised and remain the passenger's responsibility. The On-board Crew may move the animal and its owner to another part of the train at the request of another passenger. Passengers may travel with a legally recognised guide dog or assistance dog. The guide dog shall travel free of charge and must be kept lying at the Passenger’s feet or beside them, provided it does not obstruct movement on the train.
Should a Passenger arrive for boarding with pets and their Ticket does not include a booking for pet transport, the On-board Crew may refuse boarding with such animals, or authorise it, subject to the applicable formalities being completed and in accordance with the provisions of these General Terms and Conditions of Carriage. OUIGO’s On-board Crew may be obliged to refuse to board pets where pet transport has not been booked, for safety reasons. In such cases, the passenger will not be permitted to board the train. A Passenger who is refused access to the train with unauthorised animals and/or where the booking for the carriage of pets is not indicated on the Ticket shall not be entitled to any compensation or refund of any kind.
5.5 Direction of travel
Please note that due to technical and operational constraints, OUIGO cannot guarantee that the direction of travel indicated at the time of Seat selection will be maintained throughout the entire Journey.
6. Ticket Collection and Validation
6.1 Passenger Check-in
To board OUIGO trains, Passangers must have a valid Ticket for your Journey.
OUIGO’s On-board Crew will receive passengers, check Tickets, and provide all applicable information about their Journey and boarding the OUIGO train.
Ticket checks will take place in the boarding area at departure stations and/or on board OUIGO trains during the Journey. Individuals without a valid Ticket will not be permitted access to the boarding area. All passengers on the same booking must arrive together at the time of boarding.
To ensure OUIGO trains depart under the best possible conditions, all passengers must arrive at the boarding area at least thirty (30) minutes before the departure time shown on the Ticket. Passengers are advised to take the necessary steps to ensure they arrive at the departure station in good time to comply with this rule. Due to operational and safety requirements, access to the OUIGO train will not be permitted within five (5) minutes of the scheduled departure time shown on the Ticket. The passenger shall not be entitled to any refund or compensation.
6.2 Ticket inspection
Ticket inspection will be carried out by OUIGO’s On-board Crew during boarding in the designated area or on the OUIGO train during the Journey.
The Passenger must present their Ticket and identity document to the individuals mentioned in the previous paragraph upon request. As the Ticket is issued in the Passenger’s name, is linked to a specific Passenger identified by first name and surname, and is personal, the Passenger must present a valid, original identity document with a photograph (national identity card, NIE, passport or driving licence; copies, photocopies or screenshots will not be accepted) in addition to the Ticket when requested to do so by the Crew. The fact that the Crew does not verify a Passenger’s identity at a particular time does not waive OUIGO’s right to carry out such verification at any other time. For children aged over 4 and under 14, the family register or individual registration document will be accepted. Identification using an identity document that does not match the name appearing on the Ticket shall be considered an irregularity within the meaning of clause 7 of these General Terms and Conditions of Carriage. Should the Passenger be entitled to discounts linked to their personal circumstances, they must also present the official document (copies, photocopies, or screenshots will not be accepted) entitling them to such discounts, together with their identity document.
Tickets may only be used for the Journey to be undertaken on the specified dates, at the specified times, and on the specified OUIGO train and carriage number.
7 Irregular or fraudulent situations
7.1 Irregular situation
Any Passenger shall be deemed to be in an irregular situation if, in the area designated for Passenger check-in or on an OUIGO train, they fail to present to the On-board Crew a valid Ticket for the Journey on which they intend to board, in accordance with these General Terms and Conditions of Carriage, and/or fail to comply with the provisions of these General Terms and Conditions of Carriage. This includes, for example, any Passenger who:
1. Presents an illegible Ticket, incorrectly printed on a medium other than that required, or presents a printed or downloaded Ticket which, upon scanning its Aztec barcode, does not match the latest version of the Ticket issued for a subsequently amended booking, or is unable to present the Ticket for which the booking was made.
2. Carries Luggage that exceeds the dimensions or the number specified in their Ticket, or that exceeds the permitted dimensions as set out in these General Terms and Conditions of Carriage, or carries Luggage that is prohibited or refused by the On-board Crew on safety grounds in accordance with these General Terms and Conditions of Carriage.
3. Travel with a pet weighing more than 15kg, or a pet that is not permitted for any other reason as set out in these General Terms and Conditions of Carriage, or they are not transporting it in the appropriate carrier, or they are travelling with a pet permitted under these General Conditions of Carriage without having booked transport for that pet.
4. Do not hold a Ticket.
5. Present a Ticket which, upon scanning its Aztec barcode, is found to have already been validated or previously used for boarding.
6. Present a Ticket that is not valid for the Journey, date, and time of the OUIGO train they intend to board.
7. Are unable to produce an identity document proving that they are the person named on the Ticket, or do not present the official document entitling them, where applicable, to the fare charged.
8. Extend their Journey beyond the Journey covered by their Ticket.
9. Use an altered or forged Ticket.
10. Occupy a seat other than the one assigned for that Journey as per the Ticket and refuse to vacate it immediately or take the correct seat when requested by the On-board Crew.
In all cases, the On-board Crew shall have the authority to refuse access to, or remove from, the train, as appropriate, any Passengers travelling without a valid Ticket or failing to comply with the instructions of OUIGO or the on-board staff. They may also take any other necessary or appropriate measures to ensure passenger safety and the proper provision of the transport service. In such cases, notwithstanding any liabilities that may arise, the passenger shall not be entitled to any refund.
7.2 Voluntary settlement
Passengers who are travelling without a valid Ticket for a reason that does not constitute a travel ban may proceed to voluntary settlement, provided that the train’s capacity allows it. Settlement will not be permitted, and access will be refused, or the Passenger will be excluded from the train, if the Passenger, knowing that they are in an irregular situation, fails to present themselves voluntarily to the On-board Crew during the Ticket inspection at the entrance to the boarding area or, failing that, on the train. They must report the situation and request voluntary settlement, or they fail to voluntarily agree to such settlement. The settlement will consist of immediate payment of the applicable amount, in accordance with the fares in force at the time, published at the following link.
The settlement may be paid using the same method as the original purchase or in cash. Any passenger who does not voluntarily agree to settle the outstanding amount when requested by the Crew will be denied access to or removed from the train.
8. Customer Service and Complaints
Any requests for information, clarifications, or complaints may be submitted via the web form at https://ouigo.zendesk.com/hc/en-gb/requests/new. It is also possible to send your enquiry by post to our offices at Calle Alfonso XII, 62, 28014 Madrid, or telephone the Customer Service Centre at the number published on the website.
Furthermore, OUIGO offers a complaints book or forms for Passengers to use. Passengers may request these from our On-board Crew on our trains and at our stations.
Similarly, an electronic complaint form may be submitted via the Electronic Complaint Form link. The official OUIGO complaint form may also be downloaded via the following link: complaint form, or the official European refund and compensation form via this link. It may then be sent as an attachment either via the request link provided on the OUIGO website (available at Submit a request – Ouigo (zendesk.com)) or by post. The Customer Service Centre will respond to the Passenger within one month or, where the circumstances warrant, will inform the Passenger that they will receive a response within less than three months from the date of receipt of the complaint. Please note that, in cases where a claim or other type of communication is submitted via a channel other than those provided for this purpose in these General Terms and Conditions, OUIGO cannot guarantee a response within the timeframe set out herein.
Should the response provided by the Customer Service Centre to the Passenger be unsatisfactory, or in the absence of a response from OUIGO within a reasonable timeframe, the Passenger may, if they deem it appropriate, proceed to lodge a claim in court. OUIGO does not submit to the jurisdiction of the Transport Arbitration Boards or the Consumer Arbitration Boards, and therefore will not accept any request for arbitration under any circumstances.
Any enquiries regarding technical difficulties with the use of a Distributor’s website or the terms and conditions of that distribution service should be addressed to the person in charge of that website.