Following the train collision on 28 October 2026, severe disruptions have affected several rail services across Spain. We understand how distressing and inconvenient unexpected travel interruptions can be, and our priority is to assist you quickly, transparently, and with as little stress as possible.
If your journey has been impacted, you do not need to contact our support team right now. We are actively monitoring all affected routes and contacting passengers directly via email with detailed information regarding cancellations and refunds.
In this article…
-
- What should I do if I booked a Renfe or Iryo train ticket with eDreams?
- How do I claim a refund for an affected Ouigo train ticket?
- Do I need to contact eDreams customer support right now?
-
What should I do if I booked a Renfe or Iryo train ticket with eDreams?
Travellers with affected Renfe or Iryo train bookings will receive an email regarding their refund and do not need to take any action. Our team is processing these refunds proactively, so no contact is requested from your side:
- If your entire itinerary is disrupted: you will receive a full refund for the complete booking.
- If you already travelled on the outbound leg before the incident and the other leg is cancelled: You are eligible for a refund covering the remaining, untraveled portion of your booking.
What happens next: You will receive an email confirmation directly from us specifying the exact cancellation details and the refund amount credited. Once issued, the funds will return to your original payment method within 5 to 7 business days, depending on your bank’s processing timelines.
How do I claim a refund for an affected Ouigo train ticket?
OUIGO manages cancellations through their own passenger portal. If your OUIGO service is affected, you will receive an email directly from OUIGO confirming the cancellation and notifying you that a travel voucher has been generated.
If you prefer a refund to your original payment method rather than retaining the travel voucher, please follow these steps on OUIGO's platform:
- Visit the OUIGO website and access the Mis Reservas (My Bookings) section.
- Log in using your booking reference number and the email address associated with your reservation.
- Locate your booking, which will show the status Reserva cancelada.
- On the right-hand side, select Mis vales de compra (My Vouchers).
- Locate the voucher marked DISPONIBLE and click REEMBOLSAR (Refund).
After completing these steps on the OUIGO platform, please get in touch with our support team on +44 20 7660 2213 so we can confirm the update on our end and process your refund.
Do I need to contact eDreams customer support right now?
You do not need to contact support right now unless you hold an affected Ouigo ticket and have already completed the voucher refund request on the Ouigo website.
For Renfe and Iryo travelers, we are automatically reviewing schedules and issuing email confirmations with refund details. Calling our helpline is not necessary and will not speed up bank processing times.