FACUA urges Renfe to resolve issues with their ticket exchange website

The association were able to prove that the site glitches and doesn't allow for the operation to be completed, preventing users from changing their reserved tickets to a different time or date.

FACUA urges Renfe to resolve issues with their ticket exchange website

FACUA-Consumers in Action turns to Renfe to urge them to resolve the issues with their website dedicated to exchanging booked train tickets for others available for alternative dates and times.

The association were able to prove that the site goes into a loop, asking time and time again for the location and ticket number and other journey information. Since there is no passing this first stage, the user is unable to complete the operation, choose an alternative and receive a new ticket.

Consequently, users have found themselves forced to use other channels to achieve a change in their booking, which could cause phone lines to be saturated with calls and the creation of queues at help desks in various train stations. Moreover, this situation could have particularly detrimental effect on users with mobility issues or those who live outside of Spain, since they would struggle to reach a station for assistance.

Thus, FACUA recalls that the European Regulation No. 1371/2007 of the European Parliament and the Council, of 23 October 2007, on rail passengers' rights and obligations, contemplates in article 9 that "railway undertakings shall distribute tickets to passengers via at least one of the following points of sale: telephone, the Internet or any other widely available information technology".

The association has also urged Renfe to offer an alternative efficient method for users to change their ticket details without having to go to a station while they resolve their website issues.