Renfe is facing a scenario that was completely unforeseen just a few weeks ago. The PP succeeded in getting the House of Commons to approve an amendment to the Sustainable Mobility Act to restore punctuality promises that were scrapped by utilities. … In July 2024, for AVE and long-haul passengers, the compensation time for 16 months was 60 minutes and 90 minutes respectively, but if the delay exceeds 15 minutes, they will have to recompensate half the ticket price, and if the delay exceeds 30 minutes, they will have to recompensate the full amount. Public companies have opposed the measure, which takes effect on January 1, and are now demanding compliance to prevent it from taking effect. This is not surprising, since, as indicated by the Household Budget Committee, the claims against the company have reached the maximum level. National Market Competition Commission (CNMC) Posted yesterday.
statistics of abilityCorresponding to the second quarter of 2025, Renfe is the carrier with the highest proportion of user complaints among the three competing high-speed lines. Specifically, 16.4% of users bird Additionally, 12.6% of Avlo (Renfe’s “low-cost” brand) have made some type of claim related to their services in the past 12 months, the highest number known to date. On the other hand, on the Ouigo and Iryo trains (not distinguished in the statistics), the percentage of passengers who complained was 12%.
When it comes to traditional long-haul, where it doesn’t compete, Renfe’s numbers improved, although 8.6% of passengers complained to the company as well. Although competition does not explain the reasons for complaints, delays in competition have been pointed out to be behind many of them. bird A year has passed since a lot of things happened. In fact, one of the things users criticize Renfe for the most is their opinion on delays in its flagship product. More than 20% claim that they are either very little (12.7%) or not at all satisfied (8%) with AVE’s punctuality, double the percentage from Renfe’s previous consultation. CNMC By 2024, it will be triple what it was two years ago. In the case of Avro, 2 out of 10 users were dissatisfied, while in Iryo and Oigo, 15% of users were dissatisfied with the punctuality of trains, which was also double the number from the previous survey.
Still, AVE was rated the best overall, with 58% of users satisfied, coming in second. Huigo and medical care (56%), Avro (53%) and avant (48%).
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With this panorama, Renfe is already aware of what it will have to face in just one and a half months. According to September punctuality data released by the utility, 16% of AVE and long-distance trains (about 1,379 out of a total of 8,530 trains) suffered delays of 15 minutes or more, and 7.8% (667 trains) experienced delays of 30 minutes or more, representing a huge hit to monthly cash for the company chaired by Augustus. Alvaro Fernandez Heredia. This is because delays of 60 minutes or more that are currently covered account for only 2.6% of September’s total (218 flights).
However, Renfe promises to fight to the end to avoid having to access the powers of those supported by the state. meeting. Company officials stress that legal mechanisms are already being considered to continue the current compensation system. This is because they understand that if they return to the previous compensation system, they will be forced to compete “at a clear disadvantage” against Oigo and Iryo, which provide compensation under JNR’s current system of 60 and 90 minutes, the minimum time required by law. In 2023, companies will Ministry of Transport It paid 42 million euros in compensation for service delays.
Industry players have assured Renfe that it can defend its position by claiming that the measures introduced in the Sustainable Mobility Act violate free competition, and that it can even pursue it eventually with government support. Minister of Transport Oscar Puente– For the remaining high-speed carriers to adapt to what the new standards require of public companies. This means Ouigo and Iryo will have to compensate passengers for delays of more than 15 minutes.
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