Buscar en Irene de Renfe

Customer Information

Page content

To guarantee the customer proper assistance on the journey from start to finish, the Atendo service offers the following recommendations:

  • The Atendo service is for persons with disabilities and reduced mobility who are unable to board trains on their own.
  • To book and purchase ticketsyou can call the Atendo service telephone line for General information: +34 91 214 05 05. The telephone line operates 24 hours a day.
  • In special situationsthat might affect customers wishing to travel by train, such as a non-accessible destination, lack of availability of an H-seat on the desired train, group journeys, etc., the Atendo Central Office provides information and arranges journeys in the most suitable manner whenever feasible. The office telephone number is +34 91 774 40 40and it operates from 06:00 to 12 midnightseven days a week.
  • To request assistancefor your journey, we recommend you book it when purchasing your ticketthrough any sales channel: station ticket windows, Internet, travel agencies, telephone sales +34 91 214 05 05.
    To process your ticket properly, we need to know your travel requirements. When purchasing your ticket or requesting assistance, please indicate the assistance type according to the following list:

    • Person travelling in own wheelchair who needs an H-seat.
    • Person in a folding wheelchair travelling in a regular seat.
    • Person with impaired hearing or vision.
    • Person with reduced mobility.
  • If you need a transit wheelchairfor getting through the station and/or getting on the train, please call +34 91 214 05 05 or +34 91 774 40 40.
  • To receive proper assistance at the station, please go to the Meeting Point, as indicated on the list of stations, at least 30 minutes before departureto guarantee you can be taken to the train.
  • The priorityof providing the assistance servicefor persons with disabilities or reduced mobility at stations is establishedaccording to the type of disabilityand the request for assistance.
  • You must travel with a companionin any of the following circumstances:

    • You need assistance in WCs.
    • You cannot lie down without help if travelling in a sleeper seat.
    • You would be unable to comprehend instructions from the crew.
    • You cannot eat on your own (if you wish to use this service).
  • For a proper provision of assistance we recommend that your luggage does not exceed a package, with a maximum weight of 25 kg.
  • The Atendo service kindly asks customers to accredit their disability statusby showing the document issued by the corresponding official body.

Additional information