Effective date: 2 July 2026
To request the General Terms and Conditions of Sale for Groups, please contact grupos@ouigo.es
1. General provisions
These General Terms and Conditions of Sale and their Annexes govern the sale of high-speed passenger rail services (and related services) operated by OUIGO ESPAÑA S.A.U. ("OUIGO”) and marketed under the “OUIGO” brand via OUIGO’s Direct Sales Channels, including the Website and App. They should be interpreted and supplemented in accordance with the current regulations. Therefore, for the purposes of these General Terms and Conditions of Sale, the term ‘Purchaser’ shall, in all cases, refer to the Purchaser via the Direct Distribution Channel, and the term ‘Purchase’/‘Booking’ shall, in all cases, refer to the Purchase/Booking made via the Direct Distribution Channel.
The sale of OUIGO Tickets through Distributors is governed by the terms and conditions of sale set by the Distributors. Additionally, the Add-ons provided by OUIGO through its Direct Distribution Channel and their features might vary from those available through Distributors. For information regarding the Add-ons accessible via the Direct Distribution Channel, including their features, terms and conditions, and prices, please refer to Annex I of these General Terms and Conditions of Sale and Annex II of these General Terms and Conditions of Sale. For information on the Add-ons offered by Distributors, their features and terms and conditions, please consult the Distributors.
OUIGO reserves the right to amend these General Terms and Conditions of Sale at any time. These amendments shall not affect Ticket Purchases/Bookings made before the new version of the General Terms and Conditions of Sale takes effect.
2. Carriage contract
2.1 Purpose and content of the carriage contract
The OUIGO Ticket is the Passenger’s ticket; it serves as proof of the carriage contract and of the booking of any Add-ons. Under the carriage contract, OUIGO undertakes to carry the Passenger(s) and, where applicable, their Luggage from the departure station to the final destination station, subject to the terms and conditions set out in the carriage contract, except in cases of force majeure or where required for rail traffic safety.
The OUIGO Ticket grants the holder the right to carry two (2) pieces of luggage at no extra cost: one (1) Hand Luggage and one (1) Cabin Luggage, with no need to reserve any additional Add-ons for extra luggage. Additional Luggage means any luggage the Passenger intends to take on a Journey that exceeds the included luggage dimensions or the maximum number of included luggage items. The following shall not be considered additional luggage, and the Passenger may carry them at no extra cost: (i) pushchairs and related items (carrycot, seat) included in the Booking, and backless booster seats, provided that a Child or Baby is travelling, with a limit of two (2) pushchairs per Purchase/Booking that includes Children or Babies. Please note that pushchairs must be folded away on board the Trains and placed in the luggage racks; (ii) medical equipment necessary for the trip for certain Passengers, such as ventilators. Please note, in all cases, that Luggage exceeding a total of two (2) metres (height + length + width) and/or weighing more than twenty-five kilograms (25 kg) will not be permitted on board OUIGO Trains. The General Terms and Conditions of Carriage set out additional prohibitions, conditions, and restrictions on luggage that the Passenger must take into account.
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 OUIGO 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
By accepting these General Terms and Conditions of Sale, the Purchaser also consents to these same conditions on behalf of the Passenger(s) listed in the Booking.
2.2 Tickets purchased through secondary markets or from unauthorised vendors
OUIGO Tickets are issued in the passenger’s name (each OUIGO Ticket is linked to a passenger identified by their first name and surname) and are personal (one Ticket per passenger).
Reselling tickets between private individuals is strictly forbidden and will result in cancellation of the OUIGO Ticket, regardless of any legal action that may be taken. Similarly, selling Tickets through websites not authorised by OUIGO is also forbidden. OUIGO warns that unauthorised websites cannot verify the validity of tickets for the Passenger or guarantee compensation in the event of delays or cancellations, as provided by law.
OUIGO shall not be liable for tickets purchased through resale between private individuals or via unauthorised sales channels.
The OUIGO Ticket will be issued once payment is verified.
3. Purchase Process
3.1 Completion, payment and confirmation of the Purchase
To purchase an OUIGO Ticket, the Purchaser must be of legal age or an emancipated minor and legally capable of entering into and complying with the General Terms and Conditions of Sale. The Purchaser is responsible for all purchases, whether made for themselves or third parties, and must ensure that all information provided in connection with the purchase is accurate and truthful.
3.1.1 Completion of the Purchase
By making a Purchase, all Passengers included in the Booking agree to these General Terms and Conditions of Sale and the General Terms and Conditions of Carriage. Anyone buying OUIGO Tickets for other Passengers must verify that those Passengers agree to these General Terms and Conditions of Sale and the General Terms and Conditions of Carriage before completing the purchase. Using an OUIGO Ticket signifies that the Passenger agrees to the General Terms and Conditions of Sale and Carriage, whether or not they purchased the ticket.
Purchases made on OUIGO’s Website or App may include up to nine (9) Passengers. All Passengers included in the same Purchase will either all have one-way Tickets or all have one-way and return Tickets, with the same point of departure and destination. A single Purchase may not include Passengers with different routes, nor Passengers with one-way Tickets alongside those with one-way and return Tickets. Each Booking must include at least one (1) Adult Passenger, and may include up to two (2) Child Passengers and one (1) Infant Passenger for each Adult Passenger. An Infant travels free of charge and does not occupy a seat. Notwithstanding the above, it is possible to purchase a Child’s Ticket for an Infant so that they have their own seat. If the booking includes Child’s Tickets, seats will be allocated next to those of an Adult included in the booking, subject to availability. Once the purchase has been made, no new Passengers – neither Adults nor Children – may be added to the Booking; they must purchase their Ticket by making a new Booking.
Payment is made by bank card and/or via Vouchers (OUIGO does not have any outlets open to the public or physical sales points). The Purchase/Booking is finalised once payment is confirmed. Since the OUIGO Ticket is issued immediately after payment confirmation, the Booking and Purchase occur simultaneously; thus, there's no clear separation between purchasing and booking the ticket, and both terms mean the same thing.
3.1.2 Payment for the Purchase
The Purchase of OUIGO Tickets is confirmed once full payment is received.
The prices of Tickets and Add-ons will, in each case, be those in force at the time of booking.
Payment will be made online directly to OUIGO, exclusively in euros. The payment methods accepted by OUIGO are:
● Bank cards accepted by OUIGO, as indicated from time to time on the OUIGO website. Information on the types of bank cards accepted on the OUIGO Website and App is available at this link; and
● OUIGO Gift Vouchers (valid only on the OUIGO Website or App). Unless expressly stated otherwise, Gift Vouchers are cumulative and divisible (a single Gift Voucher may be used for multiple Purchases, provided its value exceeds the amount payable online during a Purchase; furthermore, a Gift Voucher may be used for a Purchase with a value higher than that of the Gift Voucher, in which case the difference between the Purchase price and the Gift Voucher value will be charged to your bank card).
3.1.3 Purchase Confirmation
Once payment has been made, a purchase confirmation email will be sent automatically to the address provided at the time of Purchase.
The Purchase confirmation message is not an OUIGO Ticket and cannot replace it under any circumstances. The Purchase confirmation email will include the Tickets for all Passengers covered by the Purchase in PDF format. Only the PDF Ticket attached to the Purchase confirmation shall serve as a valid ticket for boarding and receiving the contracted service.
OUIGO shall not be held liable if this email is not received for reasons unrelated to any breach of its obligations, including force majeure, an error in the email address provided to OUIGO by the Purchaser, or incorrect configuration of the Purchaser’s email inbox.
3.2 Issuing, sending and printing the Ticket, and downloading a summary of the Ticket
The Passenger may choose to print the Ticket on paper or download it as a PDF to their mobile device. Passengers may also download a summary version of the Ticket in PKPASS format authorised by OUIGO to their mobile device; however, note that this summary format does not constitute the Ticket. In any event, the Ticket, whether printed or downloaded as a PDF or a PKPASS file, must be provided by OUIGO and must not be tampered with or altered in any way.
3.2.1 Issuing and sending the Ticket
A Purchase confirmation email will be sent to the address provided at the time of Purchase, with the OUIGO Tickets for all Passengers attached as a PDF for printing or downloading. It is the responsibility of the recipient of this email to provide the OUIGO Tickets to each Passenger as appropriate.
A single Ticket shall not include both the outward and return journeys.
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.
3.2.2 Printing the Ticket
For the OUIGO Ticket to be valid, it must be printed correctly and clearly.
The Passenger may print their Tickets;
● using the attachments in the OUIGO email; or
● from the OUIGO website, in the ‘My Bookings’ section, by entering the booking reference and the email address used at booking.
3.2.3 Downloading a ticket summary
To download the summary of the Passenger’s ticket(s) in PKPASS format , the Passenger must enter the booking reference and the email address used at the time of booking. Once downloaded , the summary(ies) of the OUIGO Ticket(s) in this format will be available offline, allowing the OUIGO Service Crew to check them. The Ticket summary in PKPASS format does not include all the Ticket’s legal terms and conditions and therefore is not the Ticket. The PKPASS 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 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 and must not be tampered with or altered in any way.
4. Amendment, cancellation and refund of the Purchase
4.1. Amendment of the Purchase and Exchange of OUIGO Tickets
A Purchase/Booking may be amended up to thirty (30) minutes before the scheduled departure time, subject to the cases and conditions set out in these General Terms and Conditions of Sale.
The total number of Passengers, Adult Passengers, or Child Passengers in a Purchase/Booking cannot be changed.
Any change to a Purchase/Booking will affect all Passengers included in it.
An OUIGO Ticket may only be exchanged for another OUIGO Ticket. A General Ticket may only be exchanged for another General Ticket. Similarly, a Child Passenger Ticket may only be exchanged for another Child Passenger Ticket.
These changes may be made via the OUIGO website or the OUIGO app, by providing the Purchase reference number and the email address used at the time of purchase.
Any changes to a Purchase will result in a confirmation email being sent to the email address provided at the time of the Purchase, with new Tickets for all Passengers included in the Purchase attached as a PDF. The new OUIGO Tickets must be printed or downloaded in order to board the train. Tickets issued prior to the change will no longer be valid and cannot be used to board the Train.
4.2. Cases where a Purchase can be amended
The following are considered amendments to a Purchase:
4.2.1. A change to the timetable and/or dates of the Journey
An OUIGO Ticket, whether Direct or Transfer, may be changed in accordance with the terms and conditions set out below to an OUIGO Direct or Transfer Ticket for any other OUIGO train or trains, where applicable, with the same point of departure and final destination , provided that seats are available.
The one-way and return Journey may not, under any circumstances, be later than the return journey in a Purchase that includes a one-way and return Journey.
Changes may be made up to thirty (30) minutes before the scheduled departure time of the Train for which the Ticket is to be changed, subject to payment of the change fee as determined and published by OUIGO from time to time, unless an Add-on has been purchased that includes a free change. In the case of a Transfer Ticket, the change may only be made before the start of the first leg of the Journey, subject to the terms and conditions set out in this section.
If the new Ticket is more expensive than the previous one, the price difference must be paid in all cases, in addition to the surcharge mentioned in the previous paragraph, where applicable. If the new Ticket is cheaper than the previous one, the price difference will not be refunded and will be retained by OUIGO.
Payment of the price difference and the supplement, where applicable, shall be made under the same conditions as those applicable to the Booking .
Changes will apply to all Passengers on the Booking, and all must travel on the newly selected date and time.
4.2.2. Changes to the first names and/or surnames of Passengers on the Booking
Changes to first names and/or surnames are permitted until 23.59 on the day before the first Journey of the Booking. Changes made within 1 hour of the Purchase time are free of charge. After this deadline, changes to first names and/or surnames of Adult or Child Passengers are subject to payment of the fare published by OUIGO at any given time. Changes to the first names and/or surnames of Infants are free of charge. If you wish to correct a spelling mistake made during the Purchase process, you must contact the Customer Service Centre.
Changing first names and/or surnames is considered a change of Passenger. The new Passenger must meet the same conditions as the passenger they replace. If the Ticket includes any discount, the new passenger must present the original, valid document entitling them to that discount. The OUIGO Ticket is non-transferable and personal; therefore, only the Passenger named on the Ticket may travel using it.
Changes to Passengers’ first names and surnames apply to both legs of the Journey for Transfer Tickets and to both the one-way and return Journey. An Adult Passenger may only exchange their Ticket for another Adult Passenger’s Ticket. The same applies to Child Passengers, who, if a name change on the ticket is necessary, may only exchange it for another Child Passenger’s Ticket.
Seats Reserved for wheelchair users on OUIGO trains are strictly for wheelchair users; therefore, if a Ticket with a Seat Reserved for wheelchair users is changed, the new Passenger may only be a wheelchair user.
4.2.3. The subsequent purchase of Add-ons or Packages, or the modification of a Ticket as permitted by an Add-on.
Unless otherwise stated in these General Terms and Conditions and/or their Annexes, the purchase of an Add-on or Package after the time of Purchase constitutes a modification of a Purchase. Any modification to a Ticket as permitted by an Add-on also constitutes a modification to a Purchase. The terms of purchase and the rights associated with each Add-on and each Package are set out in Annex II of these General Terms and Conditions.
4.2.4. The inclusion of pushchairs.
Baby pushchairs may be included in a Booking at the time of Purchase or subsequently via the OUIGO Website or the OUIGO App, provided the Booking remains unchanged. A maximum of two (2) pushchairs may be included free of charge for each Booking that includes a Child’s ticket or on which an Infant is travelling. To travel with more than two (2) pushchairs per Booking, you must purchase an Add-on, which allows you to carry Additional Luggage and pay the corresponding fee. The On-board Crew may refuse access to the train for pushchairs not included in the Booking.
4.3. Cancellation of the Booking and Refund of OUIGO Tickets
Except for the specific exceptions set out in these General Terms and Conditions of Sale and their Annexes and, where applicable, in the General Terms and Conditions of Carriage, the Purchase/Booking cannot be cancelled, and OUIGO Tickets are non-refundable.
5. Add-ons and Packages
Add-ons and Packages set out in Annex II to these General Terms and Conditions of Sale may be purchased via the OUIGO website and the OUIGO app. These purchases are subject to the pricing terms established by OUIGO from time to time.
6. Miscellaneous provisions
6.1. Intellectual property
OUIGO, where applicable through a contract or authorisation from its suppliers and business partners, is the owner of the intellectual property rights relating to the OUIGO brand and all its variations featured on its trains, services, websites, etc. OUIGO, where applicable through contracts or authorisation from its suppliers and business partners, is the owner of all intellectual property rights relating to the OUIGO Website and App.
Access to the OUIGO Website and App does not confer on the Passenger or the Purchaser any intellectual property rights in relation to these sites.
The content accessible on the OUIGO Website and App, in particular text, photographs, images, icons, maps, sounds, videos, software, data and databases, is also protected by intellectual and industrial property rights and other exclusive property rights held by OUIGO.
Unless expressly stated in the General Terms and Conditions of Sale and/or the General Conditions of Carriage, neither the Passenger nor the Purchaser may under any circumstances reproduce, display, modify, transmit, publish or adapt the OUIGO Website or App in any format or by any means, nor exploit them in any way, either in part or in full, without OUIGO’s prior written authorisation. Passengers and Purchasers are hereby informed that this prohibition applies in particular, but not exclusively, to practices such as the use of web crawlers for the purpose of extracting and/or reproducing any element of the OUIGO Website or App.
Any exploitation, in whole or in part, of the OUIGO Website or App without OUIGO’s prior authorisation is expressly prohibited.
The insertion of hypertext links anywhere on the OUIGO Website or App is prohibited without OUIGO’s prior written consent.
6.2. Personal data protection
All information necessary to understand how OUIGO processes personal data is set out in the Privacy Policy and the Cookies Policy.
6.3. Access to the OUIGO Website and the OUIGO App
OUIGO does not guarantee that the OUIGO Website and the OUIGO App are free from faults or errors. Should any faults or errors occur, OUIGO does not guarantee that they will be rectified, nor that the OUIGO Website and App will operate without interruption or failure.
When making a Purchase of any product or service marketed by OUIGO under the OUIGO brand, the Purchaser declares that they are aware of and accept the characteristics and limitations 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, the connection and the transmission of data on the Internet, particularly when carrying out payment transactions.
Consequently, OUIGO shall in all circumstances be exempt from liability for any direct or indirect damage resulting, in particular, from:
● the malfunction of any receiving equipment or communication lines;
● problems with the sending, downloading and/or loss of any email and, in general, problems causing the loss of any information;
● problems downloading the OUIGO App, in particular due to internet malfunction;
● any malfunction of any software;
● the consequences of any virus, anomaly or technical fault;
● any other internet malfunction, as well as any technical, hardware or software fault of any kind, which prevents the smooth completion of the Purchase/Booking.
OUIGO shall not accept any claim or refund relating to the non-performance or poor performance of the service if this is attributable to the Purchaser, or if it results from the involvement of a third party in the service, from a fortuitous event beyond its control, or from a case of force majeure.
7. OUIGO Customer Account
The OUIGO customer account is a service that allows you to create and use a personal account, accessible via the OUIGO Website and the OUIGO App, using the same username and password. From this section, the User may:
● Create an OUIGO customer account;
● Change their password;
● Reset a forgotten password;
● View and amend the personal data retained for as long as necessary for the purposes of personal data processing;
● View and amend travel preferences (favourite stations and passengers);
● View and amend subscriptions to electronic communications;
● View past and future journeys;
● View available Vouchers, where applicable.
Upon creating the OUIGO Customer Account, the User warrants to OUIGO Spain that they are at least 14 years of age.
Registration for the OUIGO Customer Account is carried out via the “My Account” section available on the OUIGO Website or App, using one of two alternative methods: (a) firstly, via OUIGO’s email address and password registration interface; or (b) alternatively, via the identification and authentication services of any of the social media platforms available at any given time, provided that the User has previously registered an account on that social media platform. The method used to register a Customer Account will be the only one available for logging into that Customer Account. Where the social media authentication service is used, the user consents to the transfer of data by the social media platform to OUIGO Spain for the creation and management of this account.
8. Customer Service and Complaints
Any enquiries, requests for clarification or complaints may be sent to OUIGO’s Online Customer Service Centre via the online form at: https://ouigo.zendesk.com/hc/en-gb/requests/new. You may also send your enquiry by post to our offices at Calle Alfonso XII, 62, 28014, Madrid, or call the Customer Service Centre on the number published on the website.
Furthermore, OUIGO offers a complaints book or forms for Passengers to use. The Passenger 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 on the OUIGO website (Submit a request – Ouigo (zendesk.com)) or by post. The Customer Service Centre will respond to the customer within one month. Where circumstances warrant, it will inform the customer that they will receive a response within 3 months 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 not be satisfactory, or in the absence of a response from OUIGO within a reasonable period, the customer may, if they deem it appropriate, 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.