News
Renfe refunds a ticket for an AVE without air conditioning in summer
Travelling by train at the height of summer can become a difficult experience if air conditioning fails. A recent case proves it: a passenger succeeded in getting Renfe to refund the full cost of her ticket after travelling on an AVE without air conditioning between Zaragoza and Barcelona.
The journey took place on 18 July 2023, on the 15:52 train bound for Barcelona. Shortly after setting off, the conductor told passengers that the air-conditioning system had broken down. Given the high temperatures, they were also told that they could recover the cost of their ticket.
The promise, however, was not resolved immediately. The passenger, Macarena, who lives in Teruel, lodged a formal complaint with Renfe after finding that the refund was not arriving. The company did not respond within the usual three-month period.
Faced with the silence, the affected passenger turned to FACUA, which took on the handling of the complaint. Renfe eventually acknowledged the incident and apologised, but the payment was still pending. Further complaints were needed to close the case.
Finally, the passenger recovered the €31.90 ticket price. The amount was not high, but the process dragged on for months and reflects a frequent problem for users: making a claim can work, although it often requires persistence, patience and a written record.
The case is particularly useful for those travelling by train during the summer from Barcelona, Madrid, Zaragoza or other cities connected by high-speed rail. On long journeys, air conditioning is no minor detail: it is part of the basic conditions for the journey’s comfort and safety.
Anyone who suffers a similar situation should submit a detailed complaint through Renfe’s after-sales service channels, keep their ticket and describe the incident as precisely as possible. If there is no response within the deadline or no solution arrives, consumer associations can help to continue the process.
The lesson is simple: poor service does not have to remain an informal complaint. When the train does not provide the promised conditions, making an orderly claim can make the difference between losing the money and recovering at least the cost of the journey.