What was supposed to be a smooth journey for Bárbara V. G. to Cuba turned into a frantic race against time, filled with anxiety and an unexpected expense exceeding a thousand euros. Today, thanks to a decision by the Arbitration Board of Cantabria, the state-run company Renfe has been mandated to compensate her for the inconvenience caused.
According to reports from Telecinco and confirmation from the consumer organization FACUA, Bárbara held a ticket for the Alvia train scheduled for July 26, 2024, with an expected arrival in Madrid at 11:19 AM. With over three hours to spare before her World2fly flight to Havana, everything seemed under control. However, the journey was disrupted from the start as the train departed 45 minutes late due to a door malfunction, followed by another issue that forced all passengers to transfer and continue by road to Valladolid.
Each delay heightened her distress. Ultimately, she reached Madrid two hours and 15 minutes behind schedule. Despite sprinting to Terminal 4 at the airport, check-in had already closed. The plane was about to depart, leaving her connection to her home country temporarily severed.
To avoid missing the chance to fly that same day, Bárbara had to shell out 1,046.24 euros for a new Air Europa ticket departing two hours later, plus an additional 53.95 euros on taxis. Renfe only refunded her 59.50 euros for the train ticket, asserting that it was not obligated to ensure connections with other modes of transport.
With FACUA’s legal backing, the Cuban woman took the matter to arbitration. In April 2025, the Arbitration Board ruled unanimously in her favor, describing Renfe's actions as a “lack of business diligence that goes beyond mere negligence” and acknowledging that the company failed to fulfill “its primary obligation.” The binding decision requires Renfe to pay her 1,099.89 euros as compensation.
Beyond the financial restitution, for Bárbara, it signifies recognition that her right to arrive on time to reunite with her loved ones in Cuba was infringed upon by the railway company’s negligence.
Renfe Train Delays and Compensation FAQs
What caused the train delay that affected Bárbara's travel plans?
The delay was initially caused by a door malfunction, and later, another issue necessitated a transfer to a bus to continue the journey to Valladolid.
How much compensation did Bárbara receive from Renfe?
Bárbara received a total compensation of 1,099.89 euros from Renfe as per the Arbitration Board's ruling.
What was the role of FACUA in Bárbara's case?
FACUA provided legal support to Bárbara, helping her bring the case to arbitration, which ultimately ruled in her favor.