Due to railway service cancellations caused by lack of infrastructure availability, OUIGO has reached an agreement with Movelia to provide a commercial benefit to its customers by offering alternative transport to affected travelers.
Customers with canceled OUIGO tickets on the route connecting Madrid and Andalusia may benefit from a refund of their bus ticket when booking with Movelia.
How does it work?
If you had a ticket to travel with Ouigo on the route connecting Madrid and Andalusia from October 28 to November 9, 2026, access the webpage specially enabled by Movelia (https://www.movelia.es/es/app#/area-agencias/home?portal=17238359) and select your route and travel date.
- Complete the booking using the same email address you used to purchase your canceled OUIGO ticket.
- Complete the payment.
- You will receive the refund of the bus ticket to the same payment method used with Movelia.
Valid for journeys made between October 28 and November 9, or until rail service resumes on the affected track, whichever occurs first.
Covered routes:
- Madrid – Córdoba
- Madrid – Málaga
- Madrid – Seville
- Córdoba – Seville
- Zaragoza – Córdoba
- Zaragoza – Seville
- Barcelona – Córdoba
- Barcelona – Seville
REFUND CONDITIONS FOR BUS TICKETS PURCHASED AS A RESULT OF OUIGO TRAIN CANCELLATIONS DUE TO THE INTERRUPTION OF HIGH-SPEED RAIL TRAFFIC CAUSED BY THE RAIL ACCIDENT OF 28/10/2026.
OUIGO has reached an agreement with the Movelia platform to provide a commercial benefit to its customers and make available to users affected by train cancellations due to the interruption of rail traffic following the tragic accident that occurred on October 28, 2026, compensation in the form of a full refund of the price of bus tickets purchased through the page enabled by Movelia for this purpose to complete the canceled journey.
The refund will be processed by Movelia, on behalf of OUIGO, to the payment method used to purchase the bus tickets for the same route as the canceled OUIGO tickets. The refund will be made within thirty (30) days from October 28, subject to verification of compliance with the following requirements:
Requirements to request the refund:
Be the holder of a reservation for one or more tickets for an OUIGO train that was canceled as a result of the October 28, 2026 accident, to travel between the following cities:
- Madrid – Córdoba
- Madrid – Málaga
- Madrid – Seville
- Córdoba – Seville
- Zaragoza – Córdoba
- Zaragoza – Seville
- Barcelona – Córdoba
- Barcelona – Seville
How does it work?
Purchase your bus tickets through the Movelia URL to complete the canceled journey between October 28 and November 9, or until rail service resumes on the affected track, whichever occurs first.
You must purchase bus tickets using the same email address associated with the canceled OUIGO booking.
Compensation conditions:
- Compensation will be valid for bus tickets purchased through Movelia for travel between October 28, 2026 and November 9, 2026, or until rail service resumes on the affected track, whichever occurs first, with origin and destination in the cities indicated in these conditions.
- The refund amount will be the total amount paid on Movelia, for the same travelers, for each OUIGO booking, regardless of the number of passengers.
- Compensation will apply exclusively to tickets purchased through the link to the webpage enabled for this purpose on Movelia.
- The email address associated with the bus tickets must match the email address of the OUIGO train ticket booking.
- The travelers holding the bus tickets must match the travelers holding the OUIGO tickets for the train that was canceled.
- The right to refund is subject to bus ticket availability.
- The refund covered by these conditions is an additional compensation offered by OUIGO as a commercial courtesy to its travelers, independent from and cumulative with the right to refund or ticket exchange applicable under OUIGO’s General Terms and Conditions of Sale and Transport.
Personal Data Protection – Exceptional OUIGO and Movelia Action
1. Who processes your data?
Within the framework of this exceptional action linked to railway cancellation management:
- OUIGO is the data controller for customers affected by railway service cancellation.
- Data Protection Officer (DPO): dpo@ouigo.es
- Movelia is the data controller for customers purchasing alternative transport tickets through the specific URL enabled for this action.
- OUIGO and Movelia act as independent data controllers in accordance with Regulation (EU) 2016/679 (GDPR).
2. What are your data used for?
Your personal data are processed exclusively to:
- Manage railway service cancellation.
- Provide an alternative transport option.
- Verify the effective completion of the alternative journey.
- Manage the financial compensation related to the incident.
Under no circumstances will they be used for commercial, promotional, or advertising purposes.
3. What data are processed?
Only the strictly necessary data are processed for this action:
- First and last name.
- Email address used to purchase the alternative ticket.
4. Are your data shared?
On a limited and specific basis, Movelia will communicate to OUIGO the data of users who have effectively completed the alternative journey, for the sole purpose of verifying eligibility for financial compensation.
No additional disclosures or exchanges other than those described will be made.
5. What is the legal basis for processing?
The legal basis is the legitimate interest of OUIGO and Movelia (Art. 6.1.f GDPR) to:
- manage the incident resulting from the cancellation,
- provide an alternative solution,
- and verify that the conditions to apply financial compensation are met.
This processing is carried out with data minimization and is strictly limited to this purpose.
6. How long are your data retained?
Your data will be retained only for the time necessary to:
- Execute this exceptional action.
- Manage financial compensation.
- Comply with applicable legal obligations.
Once these periods end, data will be deleted or blocked in accordance with current regulations.
7. What rights do you have?
You may exercise your rights of access, rectification, erasure, objection, restriction of processing, and data portability at any time.
To facilitate this, OUIGO acts as the main contact point for this action.
If your request concerns processing carried out by Movelia, it will be forwarded for proper handling.
In addition, if you believe that the processing of your data does not comply with regulations, you may file a complaint with the Spanish Data Protection Agency (AEPD) through its website.