Renfe Reviews 4,614

The Madrid train station is super confusing to be honest; my girlfriend and I missed our train from Madrid to Seville because we didn't understand that there were differences between short and long distance trains, so we ended up going to the wrong platform.

It was a little confusing finding the right Renfe ticket office that would help us. However, once we did find the right one, they were super helpful! Not only did they not charge us for new tickets on a later train, they also upgraded us to 1st class for free!!

All in all, they helped us take a non-ideal situation and turned it into a great experience; thanks, Renfe!

Ave Sevilla a Madrid, patético. Fui en alvia a San Fernando, Cádiz. Magnifico

We took a ride from Barcelona to Valencia on a fast train.
The boarding procedure is not super comfortable as you are led to stand on a long queue before the gates to the platform. The train was half an hour late, there were no electronic signs so you must keep standing in the queue begging for information which was only scantily imparted via staff, Spanish only. The train seats, compared to other European networks, are somewhat more spacey, which is promising at start when you stretch your legs after the half hour standing in line, but then it turns out noisy due to an unrelenting buzz. The train pulled into València Sorolla 35 minutes late so you expect to qualify for a 25% refund. when I typed in the train details on the Web form, the ride was registered to have experienced only 17 min, so the refund didn't see to be due, but a subsequent complaint email to customer service was successful and followed by the prospected 25% claim on my card.

went on interrail and needed a reservation from barcelona to valencia. first of all it is not possibly to book a reservation online - why? Just do it like the railway services from öbb in austria. Then we had to go to the main railway station and book a reservation at the table because the renfe ticket machine is not capable of booking reservations only. There we had to wait over 2h and 20 minutes to get the reservation. This feels like being stuck in the 19th century. Seriously save some labor cost and make the booking of the reservations at least available on the ticket machine. Take a look at the austrian railway services they know how its done.

I’ve traveled accompanying a sick person who cannot travel alone. We purchased it online and they gave us separate seats.we called customer service and they apologized and told us that the app was broken. We went to the station and despite talking to several people from "customer service" they told us that it was impossible to make the change, despite having adjoining seats available!

Completely useless. Ticket machines dont work at all so you have to buy manually.

Rode Renfe from Madrid to Bilbao and back as well as from Malaga back to Madrid. Quite a good experience overall as staff was friendly and first class was not very full. Trains ran on time and the ride was very enjoyable. Much better than Ouigo.

The worst railway service ever. Never ever on time (maybe very rare times, trains arrive on time, but again this is rare!!!!). These delays cause me daily stress and I am never able to make plans.

My feedback is for the customer service that is provided through the telephone. I spoke to a boy named Jose Luis who was very helpful and helped me change my ticket at 3am. They have a 24 hour service which is very helpful and I really appreciate that.

Missed train from Madrid Puerta de Atocha to Seville due to difficult access to station as pedestrian, need for security check (not mentioned anywhere) and departure gate closed 2 minutes before train time.
Staff not helpful at all in this situation. No help at service counter. Have to buy a new ticket from the ticket sales office for the next train. The sales office is poorly signposted so ended up waiting for 40 minutes in the wrong queue. Total delay to journey will be two hours - all after arriving a minute late.
All of this would be avoided if you could make seat reservations online.
This is really bad service for 2022.

I took the regional train from Madrid to Zaragoza and the seats were very uncomfortable but the beautiful scenery compensated the lack of comfort. On my way back I took the speed train and seats were better. What sucks is that none of the trains have USB plugs or even regular plugs to charge the phone or devices.
YOU PEOPLE NEED TO UPGRADE THOSE TRAINS.

Today I called renfe to change my seat to be able to sit next to my family member and they wouldn’t change it of course I tried to go to the office but it was full. I belive most of the people working over the phone are lazy and don’t do there job.

The treatment given by the RENFE representative (Mr Alcala) at the airport was sadly poor. He was uncooperative and threatening with calling security after ignoring support to be able to take an earlier train in Chamartin. He was un respectful giving his back and not providing feedback to the request for help. Renfe management should review the training given to the personnel and customer service orientation.

This is the worst travel website I have ever had the misfortune to use...and I wasted so much time on it. Lots of nasty little curses coming out of my mouth. It took so long to get to the final booking page...didn't accept my phone number or my ID number from Malta. I had to invent numbers or add extra digits to them in the end, in order to move forward. Anyway, in all the confusion, I made an error with the booking date. I tried unsuccessfully to change it, the site kept telling me that my booking reference or ticket number didn't exist. I sent an email but no response. When we arrived in Spain we went to the ticket office in person, where we ended up paying double and when I queried why I couldn't change it online the woman at the desk said that it was probably because I didn't have a Spanish credit card 😳. Utterly useless

I think the bad reviews would have to do with the website not working.

Since I had to call customer service to order the ticket, it's a four-star review on me - but the trip itself, from Malaga to Madrid and then to Alicante was lovely.

Due to a Covid case in my near family, I am prevented from travelling. Trying to cancel for refund, I am told the two tickets cannot be cancelled since they are basic fares. And that no insurance is possible during the booking process. So lost money. One of the fares from Zaragoza to Madrid costs 55 EUR, the other 30,45 EUR.
Doesn't exactly encourage to being honest about Covid towards Renfe.

Your website is trash. Impossible to complete a reservation despite trying multiple times over multiple days.Had to go through a private website and everything was smooth. Apparently the renfe.com website is programmed by a bunch of clueless students. You should do a simple exercise and ask your top management to try to make an online reservation themselves, without leaving the room until they succeed. That would be a long day for them. Things would be quite different then.

The worst customer service in renfe Valencia.
Ticket was cancelled due strike and they confirmed it can be validated anytime at the customer service office. I went for my replacement ticket and NO of course you have to do it online and who knows when they will refund it.
Allways promises

The worst company ever. I had arrived 20 minutes before train departure and then they told me that it won’t go because of strike.
While I was approaching the platform, I saw that the train eventually went with people in it. That is very rude