The AVLO product is governed by these Specific Conditions of Contract and the General Terms and Conditions of Passenger Transport Contracts on Alta Velocidad (High-speed) and Larga Distancia (Long Distance) trains and, from their acceptance, will form part of the transport contract entered into between Renfe Viajeros (Renfe Passengers) and the user for the AVLO product. In the event of a conflict between these Specific Conditions of Contract for the AVLO Product and the General Terms and Conditions of Passenger Transport Contracts on Alta Velocidad (High-speed) and Larga Distancia (Long Distance) trains, the former shall prevail.
The terms and conditions established for AVE and Larga Distancia (long distance high-speed) products shall not apply to this product, unless this is expressly stated.
All tickets are named and non-transferable, with the passenger's name printed on the ticket, so it is mandatory to enter the personal details requested at the time of purchase. Renfe Viajeros (Renfe Passengers) may request identification from passengers, in the form of a valid ID card with a photograph (national ID card, driver's licence, residence card, passport; a family record book is accepted for minors under the age of 14).
The passenger cannot be changed after the ticket has been purchased.
It is mandatory to book and issue tickets up to 30 minutes before the departure of the train from the departure station shown on the ticket.
Minors under the age of 14 will travel in their seat and must purchase a ticket according to the current terms and conditions for this product.
Luggage includes bags, handbags, computer briefcases, folded child seats and pushchairs; electric scooters and urban bikes must also be folded and inside their carrying case.
In addition to the items described above, passengers with a child's ticket may travel with folded child seats and pushchairs, a maximum of one for each child's ticket.
Additional luggage per passenger is allowed, at the single price established, provided that the maximum dimensions of the luggage are 85x60x35 cm, or with dimensions that do not exceed 180 cm when all three are added.
This option has a limit of 100 additional pieces of luggage for each single item (200 for double tickets). The additional spaces for luggage will be distributed on a first-come, first-served basis, until the available spaces are used. The storage space is not allocated to the luggage of each passenger, so it may be stored in a place different to that where the passenger is seated.
The following are accepted as additional luggage:
Prices for additional luggage add-ons, according to the current terms and conditions for this product.
By purchasing this add-on, luggage is not considered as "checked luggage", so Renfe will cover any damage or loss that may be suffered in the terms set out in the General Terms and Conditions of Transport Contracts for liability for unchecked luggage.
Cancellation will be allowed in the case of errors, free of charge, within 2 hours of purchase, with a limit of up to 30 minutes before the departure of the train from the departure station shown on the ticket.
After this period, the ticket can only be changed or cancelled if the "Change or Cancellation" add-on has been purchased.
This add-on is available for purchase, exclusively at the time of purchase of the ticket, and cannot be added later on.
Tickets for minors under the age of 14 at a fixed price can also be associated with the add-on, in this case, free of charge.
When purchasing this add-on, the passenger is entitled to the following, up to 30 minutes before the departure time of the train from the departure station shown on the ticket:
When a ticket is cancelled, the sales system will refund 100% of the amount charged, except for the amount of the "Change or Cancellation" add-on. No single add-ons can be cancelled.
Ticket cancellation operations can only be carried out through the website on which the ticket was issued.
When a ticket is changed, the passenger may purchase the necessary add-ons for the new trip, including the new "Change or Cancellation" add-on, according to the current terms and conditions for this product.
Staff in charge of checking the tickets may request identification from passengers to identify them as the holder of the ticket, requesting valid ID documents with a photograph (national ID card, driver's licence, residence card, passport; a family record book is accepted for minors under the age of 14) at the boarding control point, when boarding the train, en route or before leaving the destination station.
The passenger will also be asked to present the ticket when requested by such staff, on any authorised format, in addition to the supporting documents for obtaining any discounts that may have been applied.
The train must be boarded from the departure station shown on the ticket. If the seat is not occupied at the departure station, Renfe Viajeros (Renfe Passengers) may use the available seat, and the passenger will not be entitled to a refund.
If the passenger travelling chooses to interrupt the trip at an intermediate station, the passenger will not be entitled to a refund of the remaining journey and the ticket will be voided.
Tickets are NOT VALID if:
In these cases, the staff responsible for checking tickets will regulate the passenger’s situation as follows:
If the passenger does not have a ticket or continues to travel further on the route, after the destination shown on the ticket, the passenger will be asked to pay twice the amount of the maximum Basic fare of the corresponding journey.
The passenger affected by the cancellation shall be entitled to the following, under the terms established by the current legislation:
In the case of train journeys cancelled due to a strike or other incidents, the amount of unused tickets will be refunded to the passenger before the departure of the train, including add-ons, directly through the sales channel through which the ticket was issued.
Guide dogs, assistance dogs and dogs accompanying people with diabetic and epileptic disorders may accompany their owner free of charge.
These dogs must be identified as such with the corresponding official documents and tags. These dogs must be identified with an official identification tag, an official identification card (including the owner and dog) and the dog's registration document.
In the case of compensations for delays at destination, the percentage stipulated in each case will be paid, according to the total amount of the ticket paid by the passenger and to the current terms and conditions stipulated for this product.
AVLO services do not offer a guaranteed connection with all other Renfe services or other means of transport.