The purpose of this document is to establish the general terms and conditions governing the use by passengers of suburban and regional rail services in Catalonia.
These General Terms and Conditions apply to the suburban and regional rail services for which the Government of Catalonia is responsible under Royal Decrees 2,034 of 30 December 2009 and 1,598 of 26 November 2010.
These General Terms and Conditions are established in accordance with the provisions of Act 4 of 31 March 2006 on railways, Act 7/2004 on fiscal and administrative measures, modified by Act 26 of 23 December 2009 on fiscal, financial and administrative measures, and Regulation (EC) no. 1,371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations, without prejudice to the exceptions to the application of the provisions contained in the said Regulation established in Resolution GOV/111 of 1 June 2010 and Resolution GOV/256 of 14 December 2010, Act 1 of 7 January 1998 on language policy, and Act 22 of 20 July 2010 on the Catalan Consumer Code.
The following rules must be observed when boarding and alighting from trains:
1. Passengers may only board or alight from a train when it has come to a complete stop. Passengers must not attempt to board or alight from a train when it is moving or after the siren has sounded to indicate the imminent closure of the doors.
2. Passengers must board and alight from trains as quickly as possible but without excessive haste.
3. Before boarding, passengers should first allow those exiting to alight from the train.
4. In the event that an incident occurs while boarding or alighting from a train, passengers may activate the alarm and inform the staff of the operating company.
5. Once passengers have boarded the train, they may occupy any vacant seats, though the seats reserved for the elderly or people with special needs should be given up when required. Standing passengers must make use of the straps and rails provided for this purpose.
1. Tickets or travel passes are the documents that formally represent the transport contract between the operating company and the passenger.
2. Ticket types:
Depending on their use, and pursuant to the special terms and conditions established for each type, tickets or travel passes may be as follows:
Suburban or regional services
a) Single ticket: a ticket that is valid for one trip only. In the case of regional services, it is valid for the train specified on the ticket. Validity: valid for two hours from the time of issue.
b) Return ticket (two trips): the price is equivalent to that of two single tickets. The return trip may be made within the zones for which the ticket is valid and does not have to be the direct reverse of the outward trip. In the case of regional services, it is valid for the train specified on the ticket. Validity: for the outward trip, it is valid for two hours from the time of issue, and for the return trip it will remain valid until the end of regular service on the day following the date of issue.
c) 10-trip travel pass: Ticket for ten single trips. This travel pass does not bear the passenger’s name. It may be used by more than one passenger at a time, provided that they are all travelling from the same point of departure to the same destination and that the travel pass has been stamped once for each passenger. Validity: valid for ninety days, from day n to day n+89 (both dates are stamped on the travel pass). 10-trip travel passes may be purchased up to ten days before they become valid for use.
d) Monthly season ticket: These are issued for specified dates, for two trips per day (outward and return). Each ticket bears the passenger’s name. Validity: valid for 30 days, from day n (the date on which it becomes valid for use) to day n+29, both of which are stamped on the ticket itself. Monthly season tickets may be purchased up to ten days before they become valid for use.
e) Three-monthly season ticket: These are issued for specified dates, for an unlimited number of trips. Each ticket bears the passenger’s name. Validity: valid for 90 days, from day n (the date on which it becomes valid for use) to day n+89, both of which are stamped on the ticket itself. Three-monthly season tickets may be purchased up to ten days before they become valid for use.
Tickets authorized by the Metropolitan Transport Authority (ATM) are fully valid for suburban services in Barcelona with all the rights and obligations agreed to by the said Authority.
In addition, the operating company may establish specific tickets or tickets in collaboration with other companies which shall become valid once they have been approved by the Ministry of Territory and Sustainability.
3. The appearance and design of tickets shall be determined by the Ministry of Territory and Sustainability.
Tickets issued by operating companies shall be valid for use on the suburban and regional network of services in Catalonia, pursuant to the terms and conditions indicated.
4. Tickets must bear the following minimum markings and texts in clearly legible form:
a) Emblem / logo of both Suburban and Regional Services in Catalonia and the operating company.
b) Tax Code (CIF) of the operating company.
c) Travel zones or point of departure and destination.
d) Category and price.
e) Security Tax, Compulsory Passenger Insurance, Civil Liability Insurance and VAT.
f) Name of train, where required.
g) Tickets bearing the passenger’s name must show the ticketholder’s Spanish Identity Card (DNI) number, foreign resident’s number or passport number.
5. Tickets or travel passes may be obtained from the operating company’s own points of sale (ticket offices or automatic vending machines) or from any outside points of sale the company has authorized or, in exceptional circumstances, en route. Tickets are issued using the systems authorized by the company. However, the requirements of the Catalan Consumer Code must be respected with regard to passengers.
6. Tickets may be issued in advance of the train’s departure at the operating company’s own points of sale and at authorized points of sale, as commercially determined for each train and product.
Tickets shall be valid for the dates and trips and, where applicable, the time periods and train shown.
Tickets shall be issued for a specific date or period and/or for a specific train at the time of issue and, in all cases, prior to boarding the train.
Passengers who board a train in a place where it is not possible to validate their tickets must ask the transport staff to validate them en route. If no such staff are available, passengers must ask the staff at their destination.
The simultaneous or consecutive presentation of more than one ticket is not valid for making the same trip at a reduced price, unless the passenger pays the difference in relation to the total price of the trip.
Any ticket purchased before a price review shall be valid for the date or period indicated without the passenger having to make any further payment.
7. The accumulation of discounts in order to obtain a ticket shall only be permitted in the manner set out on the relevant pricelists.
8. Tickets, travel passes and season tickets that are damaged, modified or torn shall not be valid.
9. Issued tickets may be cancelled under the terms and conditions set out below, depending on the type of ticket in question.
In the case of multi-trip or season tickets, any request for cancellation by the passenger must, in general, be made before the ticket’s period of validity begins or, in the case of multi-trip tickets, before the ticket is validated for the first time.
Single and return tickets must be cancelled at the station of origin within two hours after their purchase and, in the case of regional services, at the latest five minutes before the time that the train is due to depart from the station of origin shown on the ticket for which cancellation is being sought.
When a ticket is cancelled, a general deduction of 15% of the cost of the cancelled ticket shall be made in the form of a cancellation fee.
10. All tickets shall be issued at the prices in force on the date of issue. Passengers must have access to the prices of the different tickets available for Suburban and Regional Transport Services in Catalonia at stations and on the operating company’s website.
11. The discounts set out in the legislation in force regarding large families and single-parent families must be applied, along with any other existing discounts: suburban and regional service golden card, student card and youth travel card for regional services. In such cases, users must provide proof of their eligibility by means of the official documents issued by the competent authority.
1. Before boarding vehicles and travelling with the suburban or regional services in Catalonia, it is necessary to purchase the appropriate ticket or travel document for the trip. Children under the age of four who do not occupy a seat shall not require a ticket and shall travel free of charge. These children shall always be covered by the Compulsory Passenger Insurance and Civil Liability Insurance.
2. Tickets must be validated immediately using the validation machines installed at stations. Where tickets form part of an inter-connected fare system, they must be revalidated at each transfer or link point used.
3. Passengers must retain their tickets until they leave the destination station and use them to leave stations whose exits are fitted with validation machines. Passengers must also show them when requested to do so by the operating company’s transport staff or authorized agents. Passengers are responsible for maintaining their tickets in good condition.
4. More than one person may travel on one ticket, so long as it is not a personal ticket and is validated once for each of the passengers, and so long as the passengers in question are making the same trip.
5. A passenger is classified as making improper use of the Suburban and Regional Transport Services in Catalonia in the following circumstances:
a) The passenger is travelling without a ticket or with a ticket that has not been validated.
b) The passenger is travelling with a ticket that is not valid for the trip or passenger in question. A personalized ticket is considered invalid if it is not accompanied by a Spanish Identity Card (DNI) or other official identity document that proves that the ticket belongs to the passenger.
c) The passenger is travelling with a connecting ticket that was validated at the beginning of the trip but not validated during transfer.
d) The passenger is using a ticket or travel document that has been modified or falsified.
e) The passenger is using a ticket or travel document that has expired or is defective.
f) The passenger is using a travel document outside the zone for which it is valid.
6. Passengers who board without a ticket and have boarded the train at a station where it was not possible to purchase a ticket must regularize their situation with the transport staff en route or with any agent authorized to this end by the operating company. In this case, the agent in question must provide the passenger with proof of payment.
Access to trains is controlled automatically at stations fitted with access control systems, which passengers are obliged to use. Passengers shall be understood to have begun their trip once they have passed the said controlled access point.
7. In the event that a passenger is travelling without a ticket or with a travel document that has not been validated or is not valid for the trip or passenger in question, the following measures shall be taken:
a) The operating company’s staff shall require the passenger to make the minimum payment set out by law. To this end, the operating company’s staff shall issue the relevant document requiring payment of the minimum amount. The said amount shall be paid within thirty days following such action by the operating company’s staff. If the minimum amount is paid immediately, at the time at which the relevant ticket is issued, the amount shall be reduced by 50%.
b) In the event that the passenger does not make immediate payment of the minimum amount, the operating company’s staff shall ask the passenger to identify him or herself so that payment can be collected. In the event that payment is not made during the thirty days following this action, the Authority responsible for the service shall implement the relevant penalty proceedings, provided that the passenger’s action represents an administrative infringement under applicable transport regulations.
c) In the event that the passenger refuses to make the minimum payment or refuses to identify him or herself properly, the operating company’s staff may ask the security personnel or the forces of public order to assist in identifying the passenger, without prejudice to their right to require the passenger to leave the vehicle or the premises.
d) In the event that, having first identified the passenger, it is found that the travel document is not valid due to the nature of the said document, or the passenger refuses to identify him or herself and, therefore, it is not possible to confirm this information, the operating company’s staff shall retain the ticket and deposit it with the Customer Service Office at Plaça Catalunya, Barcelona, so that it may be collected by the holder with the required proof of identity.
8. In the event that a passenger is travelling with a connecting ticket that was validated at the beginning of the trip but not validated during transfer, the passenger in question shall be obliged to pay the amount equivalent to the price of a single ticket for a single fare zone when requested to do so by the operating company’s staff.
9. In the event that a passenger is using a ticket or travel document that shows signs of having been modified or falsified, the operating company’s staff shall retain the ticket or travel document and require the passenger to identify him or herself in order to file the relevant report; the passenger shall then be required to leave the vehicle or the premises. If the passenger refuses to identify him or herself, the operating company’s staff shall ask the security personnel or the forces of public order to assist in identifying the passenger, without prejudice to their right to require the passenger to leave the vehicle or the premises.
10. Pursuant to the provisions of Article 38 of Catalan Railways Act 4 of 31 March 2006, the operating company’s staff shall, when providing their services or engaging in acts resulting there from, have the status of officers of the authority in the exercise of their duties, which especially include ensuring that passengers and third parties comply with the rules set out in the laws and regulations. These employees are regarded as agents of the authority for the purposes of demanding responsibility and taking action, where applicable, against any person who offers resistance, attacks or physically or verbally abuses them.
Companies must be able to attend to passengers who speak either of the official languages in Catalonia.
1. When acquiring tickets, passengers must check that both the ticket and the price are as requested. In the case of tickets issued by an automatic machine, if the passenger believes that there has been a mistake in the price, or the machine has returned the incorrect amount of change, or if the passenger does not agree with the transaction made, he or she must inform the operating company’s staff, who shall carry out the relevant checks and act accordingly on the basis of the result. The staff must be able to respond to passengers who speak either of Catalonia’s two official languages.
2. Passengers who purchase tickets after being informed of the existence of a suspension or incident affecting the service shall not be entitled to exchange their tickets on the basis of the incident in question.
3. Passengers must keep their tickets in good condition while they remain valid. A damaged ticket shall not entitle the holder to any reimbursement or claim, and this must be indicated on the ticket itself.
Any ticket that has been altered or modified shall be considered invalid.
Passengers using Suburban and Regional Rail Services in Catalonia shall have the following rights, among others:
1. To be informed of the nature of the service, the way in which the transport service is operating, any incidents relating to the service and the different ticket choices available, in accordance with the established fare rates and terms and conditions of use. The operating company shall install the information points required by the Authority at stations in the Suburban and Regional Rail Services network in Catalonia in order to ensure passengers are properly informed.
Information must be accessible, i.e. it must be displayed in the most appropriate manner to ensure that it can be correctly consulted and understood by people with sensory disabilities.
When dealing with the operating company, passengers have the right to be attended both verbally and in writing in the official language of their choice. In this regard, any staff who are in direct contact with the public must have sufficient knowledge of the language in order to perform their duties, provide information and communicate fluently and adequately in the Catalan language.
All fixed signage and posters providing general information and any documents offering services to passengers must be drawn up at least in Catalan. Any information or notices relayed by public address system must also be given first in Catalan.
2. To be able to travel with a valid travel document together with any luggage they are carrying, provided that this does not inconvenience or endanger other passengers and provided that the provisions of these General Terms and Conditions are respected. Items and/or packages that exceed 20 kg in weight or that measure more than 70x50x25 cm shall not be allowed.
Luggage shall be understood to mean hand baggage containing items and objects for personal or professional use belonging to the passenger, so long as the nature of such items does not contravene the security requirements set out in the law or regulations and so long as they do not endanger or inconvenience other passengers.
The operating company does not assume liability for any incident, theft, loss or damage suffered by the luggage as a result of its contents or incorrect placement, unless such incident, theft, loss or damage is attributable to the operating company.
Luggage may not be officially checked in on Suburban and Regional Rail Services in Catalonia.
3. To receive compensation in the event of an incident or the suspension of services, pursuant to Clause 13 of this document.
4. To be properly treated by the operating company’s staff and to be attended in either of Catalonia’s official languages when requesting assistance or information.
5. To submit any complaints they deem relevant in relation to the provision of the service, using the complaint forms made available at stations or on the operating company’s website, or via its customer service line, which shall inform and advise passengers regarding the management of their claims and complaints, which may be submitted freely in either of Catalonia’s official languages.
6. To be informed quickly and effectively, via channels such as electronic communications systems, of the procedures established to resolve any disputes arising in relation to compliance with the transport contract on transport arbitration boards or in the ordinary courts, while freely using either of Catalonia’s official languages.
7. To receive a response from the operating company regarding any claims or complaints submitted in relation to incidents, events or circumstances that affect the normal course of consumer relations with regard to the provision of services, and to receive such a response within the shortest possible time, and in all cases within a maximum of one month of submitting such claims or complaints. All documents must be drawn up in the official language chosen by the claimant. If not specified, they shall be drawn up in Catalan.
8. To be provided with properly indicated seats for their preferential use in the case of persons with reduced mobility, pregnant women and other groups identified by the operating company.
9. To be provided with properly indicated access to trains and spaces inside trains fitted with safety equipment in the case of persons with reduced mobility.
10. To be accompanied by guide dogs, free of charge, in the case of the visually impaired.
11. To carry bicycles. Only one bicycle shall be allowed per passenger on the trains and at the times authorized. Information regarding these circumstances shall be made available to passengers on trains and at stations in a place where it can be seen by passengers, and on the operating company’s website.
Passengers shall be responsible for the loading, unloading and safekeeping of bicycles. The operating company assumes no responsibility for any damage that they may suffer during the trip.
Passengers carrying bicycles must at all times take the necessary care to ensure the safety and comfort of other passengers and shall be responsible for any damage that may be caused to the train or to third parties.
Bicycles are allowed on board for free on all lines and without time restraints whenever there is sufficient room available. The person taking a bicycle on board must at all times watch out for the safety and commodity of other passengers. In exceptional cases, our staff may not authorize access to trains with a high volume of passengers.
To carry small pets, free of charge on suburban services and upon payment of 50% of the basic fare on regional services, in the custody of the accompanying passenger, who shall be responsible for any damage that may be caused by such animals, provided that the occupancy of the train does not require this right to be modified. Dogs must wear a muzzle and collar and be held on a leash from the moment that they enter the railway premises. Small animals must travel in baskets or cages and may under no circumstances occupy a seat. Dogs considered potentially dangerous under the legislation in force may not be in the charge of children under the age of 16. The person in charge of the dog must carry the relevant licence and certificate recording its entry in the municipal register, and the leash must be no longer than two metres and non-extendable. In any case, only one animal per passenger shall be permitted.
1. Passengers shall respect the following obligations:
a) They must be in possession of the correct ticket, properly validated. They must retain the said ticket while they remain on the premises of the rail service and until they have left the station at their destination so that it may be validated at stations fitted with validation machines at the exit, and they must display it or make it available to the operating company’s authorized personnel when asked to do so.
b) They must follow the instructions given by the operating company’s staff to ensure the correct provision of the service, and any instructions indicated on posters and publicly displayed notices or broadcast via the public address system.
c) They must behave in a correct and respectful manner towards the other passengers and the operating company’s staff and avoid any action that could result in damage to or the deterioration or damage of vehicles or premises. In particular, they must not carry any sound reproduction device that is switched on, unless it is fitted with loudspeakers designed for personal use at an appropriate volume and does not disturb the other passengers.
d) They must give up the spaces and seats allocated for the passengers mentioned in point 8 of Clause 7 of these General terms and Conditions.
e) They must respect any measures and controls established with regard to civil protection.
2. Passengers are not permitted:
a) To smoke in trains or on railway premises.
b) To drink alcohol on trains or station platforms.
c) To leave litter, waste or other materials on trains.
d) To prevent the doors giving access to trains from opening or closing or force the mechanisms of such doors. This shall include station turnstiles, vehicle doors and the doors set aside for the exclusive use of the operating company’s staff.
e) To attempt to board or alight from the train after the siren warning that the doors are closing has sounded, or when the train has begun moving.
f) To use any of the emergency stop systems on trains, escalators or lifts without due cause, or make improper use of such facilities.
g) To enter or remain in places other than those allocated for passengers or behave in a manner that endangers their own personal safety or the safety of other passengers. They are therefore prohibited from:
- Climbing on the running board or any other of the train’s external parts and attempting to hold on while the train is moving or at a standstill.
- Entering the train driver’s cabin.
- Walking on the tracks outside the authorized areas.
- Entering tunnels via the train platforms.
- Leaning out of the train window.
h) To remain on railway premises outside operating hours.
i) To enter areas containing traction equipment or buildings and facilities reserved for authorized personnel, without obtaining authorization.
j) To engage in activities that result in the deterioration or mistreatment of trains or facilities.
k) To modify, damage or destroy any service component directly relating to the normal and safe circulation of trains.
l) Directly or indirectly to modify, damage or destroy any construction or permanent or mobile installation, or any functional component of the service.
m) To throw or drop items of any kind onto the tracks or the areas surrounding the tracks, or inside the facilities.
n) To travel with animals, except for guide dogs, the guard dogs used by the operating company’s security service, or the small pets that are to be carried in the manner provided for in Clause 7.12 of these General Terms and Conditions.
o) To carry items or materials that may be dangerous or annoying for other passengers, or items that exceed the dimensions provided for in Clause 7.2.
p) To engage in any activity that may annoy other passengers, affect public order or disrupt services. To behave in a way that endangers their own physical wellbeing or the physical wellbeing of other passengers or the operating company’s staff.
q) To distribute advertising, put up posters, beg, organize lotteries or other games of chance or sell goods and services on the trains, at stations or on the premises without express authorization to this end from the operating company.
r) To obstruct the activities of the operating company’s staff in the performance of their duties.
1. Pursuant to the provisions contained in Articles 38 and 60 of Catalan Railways Act 4 of 31 March 2006, the employees and inspectors of the company operating Suburban and Regional Rail Services in Catalonia are expressly authorized to perform inspection duties in relation to:
a) The correct use of rail services by passengers.
b) Monitoring compliance with the obligations aimed at preventing all kinds of harm, damage to trains or facilities and risk or danger to people.
c) Directly overseeing the observance by passengers and third parties in general of the rules set out in law and the regulations.
2. In the performance of their inspection duties, the operating company’s inspectors and employees may ask passengers or third parties who have committed an infringement to identify themselves for the purposes of pursuing the relevant penalty proceedings. If such passengers or third parties refuse to identify themselves, the said inspectors and employees may request assistance and support from the security service or the forces of public order in order to identify them, without prejudice to their right to require the passenger to leave the train or the premises.
Any inspectors or other employees who are in direct contact with the public must have sufficient knowledge of the Catalan language to perform their duties, provide information and communicate fluently and adequately in the said language.
1. Children under the age of eight must always be accompanied by an adult. Children between the age of eight and twelve may travel unaccompanied, so long as they have authorization from a parent or legal guardian.
2. People with disabilities or reduced mobility who have special or individual requirements when travelling should, wherever possible, be offered all the means available to ensure their passage through the operating company’s facilities and transportation on its trains, whenever the provision of such services is possible.
1. The operating company must give advance notice of any changes to the frequency of trains on the different routes, changes to the timetable, or any incidents that may affect the normal provision of services. The company must at least use the Catalan language when making announcements via the public address system.
2. If a multi-trip ticket or season ticket is used after a change to the timetable, it shall be understood that the passenger has, generally speaking, accepted the said change.
3. In cases in which a change is made to the timetable when the passenger has not yet made full use of a multi-trip ticket or season ticket, and the passenger has not used the ticket since the change of timetable was introduced, he or she may ask to be reimbursed for the days remaining, pursuant to the terms of Clause 13.1.
1. The operating company is obliged to provide the agreed transport service according to the conditions shown on the travel document and pursuant to these General Terms and Conditions, except in cases of force majeure.
2. The operating company must make a complaints book or complaint forms available to passengers, in the model form established by the Ministry of Territory and Sustainability, so that passengers may submit any claims or complaints with regard to any issue affecting the normal course of consumer relations.
Passengers must be informed of the place in which they may pursue their complaints and claims with the company or service provider, and the process by which this may be achieved. All fixed signs and posters providing general information must be written at least in Catalan.
Passengers may freely speak and use either of the two official languages.
3. Any passengers who believe that their rights have been infringed may enter their claims in the aforementioned complaints book or complaint forms, or submit them by ordinary mail, telephone, fax or email or via the Internet, in the manner indicated in this regard, or in a document or letter addressed to any of the operating company’s offices.
4. Claims may be submitted within a period of one month from the date on which the event forming the basis for the claim became known.
5. Notwithstanding their use of the complaints book or complaint forms, passengers may file claims for damages caused to them by the operating company with the courts or, where applicable, before the Board of Arbitration of Transport de Catalunya.
6. Documents responding to claims must be written in the official language chosen by the claimant.
Except when caused by force majeure, passengers affected by the cancellation, interruption or delay of their trips shall be entitled to receive the relevant compensation, without prejudice to the treatment given to integrated service tickets in this regard.
1. Cancellation of the transport service
It is understood that a trip has been cancelled, provided that this does not involve reasons of force majeure, when the operating company is unable to initiate the trip according to the terms and conditions set out on the ticket, due to the stoppage of trains for at least one hour.
In the event of the cancellation of the service, passengers may choose one of the following options:
a) Termination of the transport contract. In this case, they shall receive the total amount from the suburban and regional service when they have purchased a single or return ticket. The total amount shall be paid if the outward trip has not been started. In the event that the outward trip has been started and cancellation affects the return trip, one half of the value of the return ticket shall be repaid. In the case of multi-trip and season tickets, once it has been confirmed that the trip has not been made, the amount to be received by the passenger shall be calculated by dividing the ticket price by:
10, in the case of a Bonotren.
50, in the case of a monthly season ticket.
150, in the case of a three-monthly season ticket.
b) Endorsement of a travel document when it is possible to make the trip.
c) Completion of the trip using other means of transport provided by the operating company.
2. Interruption of the trip
It is understood that a trip has been interrupted, provided that this does not involve reasons of force majeure, when the trip is halted while under way.
In the event that a trip is interrupted after it has begun, the operating company is obliged to provide passengers with transport by train or another means as quickly as possible and in conditions similar to those originally agreed.
Passengers may refuse to continue their trip, in which case they shall be compensated in the same terms established in paragraph 1 a).
3. Compensation for delayed trains
a) Passengers may choose to accept payment in the form of monetary compensation or via the Xpress Refund system, pursuant to the terms and conditions set out below:
Except where there are reasons of force majeure, in the event that they opt for monetary compensation, passengers shall be entitled to receive the equivalent of fifty per cent of the trip fare, as marked on the ticket used, provided that the train is delayed by more than thirty minutes.
When the delay exceeds one hour, monetary compensation shall be equivalent to the total price of the ticket used.
b) In case of multi-trip or season tickets, the amount to be paid in respect of the compensation described in the preceding paragraph shall be the amount corresponding to the trip cancelled, calculated in the manner provided for in section 1 a).
c) Passengers using the suburban and regional rail services for which the Government of Catalonia is responsible may choose to receive an Xpress Refund voucher for a train of the same category as the one affected if they have experienced a delay of more than 15 minutes in arriving at their destination, provided that the delay can be attributed to the operation of the rail service.
d) The Xpress Refund service is subject to the following terms:
- Passengers must present their validated ticket or valid season ticket.
- The service shall not apply in the event of delays caused by changes to the timetable due to the rail service’s operational requirements (construction work, etc.), provided that they are announced sufficiently in advance.
- The service shall not apply in the event of reasons of force majeure that are unrelated to railway operation:
Natural disasters, very severe or exceptional weather conditions and fires that originate away from the rail service’s premises or infrastructure but affect the rail service’s operation.
Strikes or work stoppages, excluding minimum services.
Terrorist threats, sabotage of vehicles or facilities, demonstrations or public order problems.
Interruption of the service due to a court, government or police order.
Obstruction of the track by persons, animals, vehicles or objects.
The evacuation or treatment of people who have fallen ill.
The unjustified activation of alarm mechanisms by unauthorized persons.
- Passengers shall be given an Xpress Refund ticket that is valid for the suburban service (a Renfe or in integrated ATM ticket) or for the regional service.
• This allows the passenger to make the same trip and, in the case of regional services, on the same category of train, as the one affected by the delay.
• Valid term: 30 calendar days.
e) Passengers may request an Xpress Refund as follows:
- Suburban service:
• Passengers may request it immediately after arriving at the station at which they end their trip.
• The station staff shall confirm that the applicable conditions have been met.
• In the case of unstaffed stations, refund requests may also be sent within a maximum of 24 hours of the train’s arrival at the station at which the passenger ends his or her trip, by ordinary mail or email or via the Internet, to the addresses duly given for the operating company on the information boards displayed at stations and on trains.
- Regional service:
• Refund requests may be submitted at any of the main stations in the regional rail network in Catalonia.
• The station staff shall confirm that the applicable conditions have been met.
• Request period: from noon on the first working day (Monday to Friday) following the date on which the delay occurred up to and including the fifteenth day following the said date.
• In the case of unstaffed stations, refund requests may also be sent by ordinary mail or e-mail or via the Internet, to the addresses duly given for the operating company on the information boards displayed at stations and on trains.
In both cases (suburban and regional services): this shall not apply to tickets purchased on route, with or without penalty charges, when the passenger’s trip originated at a station at which tickets were available for sale.
f) The Xpress Refund may not be accumulated with the compensation provided for in this clause.
4. Special cases
Notwithstanding the provisions of the preceding paragraphs, when a service arranged by people with disabilities or reduced mobility is cancelled or interrupted, they must be provided with a travel document for another train or form of transport that offers the same conditions of service.
Passengers carrying weapons shall only be allowed access to Suburban and Regional Rail Services in Catalonia when the following conditions are met:
The weapons are, in all cases, regulated, pursuant to the legal definition of this term.
They have been dismantled or are carried in cases or covers.
They are accompanied by the relevant permits, licences or other documents required by law.
When weapons are carried by members of the armed forces, the security services or organizations or employees of security companies engaged in safety and surveillance duties, such people shall only be required to show their permit and Military Identification Card or, where applicable, professional accreditation.
Passengers carrying weapons must at all times act with the necessary due care and behave in a manner that does not cause alarm, harm or inconvenience to other passengers or their belongings.
All passengers with valid tickets for the suburban rail service may use the car parks attached to stations and managed by the operating company, in accordance with the relevant terms and conditions, once they have paid the amount established on the pricelists in force on the day of use. The said prices are shown on official tables displayed on the relevant notice boards.
All fixed signs and posters providing general information and documents offering services to passengers must be written at least in Catalan.
Any infringement of the prohibitions and obligations set out in these General Terms and Conditions may constitute a punishable infringement under the provisions of Catalan Railways Act 4 of 31 March 2006, notwithstanding any civil or criminal liability that may result from such infringements.
Any penalty proceedings that result from reported infringements shall be processed pursuant to the provisions of Article 70 of Catalan Railways Act 4 of 31 March 2006. Infringements and penalties shall be time-barred pursuant to the provisions of Article 71 of the same Act.
The operating company is obliged to display all or some of these General Terms and Conditions in trains and at stations, in a place where they can be seen by passengers, as well as on its website, and they must be displayed at least in Catalan.