Assistance for limited mobility during travel in, or from, the EU

Assistance on railway journeys

The Adif Acerca Service is a free assistance service for passengers to facilitate accessibility at stations, including help with getting around the station, boarding and alighting trains and finding seats on the train. Assistance is provided using the mechanical equipment owned by Adif located in the stations, by operating the devices installed for this purpose on trains that have them, or by a personal escort. The service includes luggage transport and stowage in the designated spaces on trains.

This service is available at 141 railway stations.

• 69 stations provide a continuous service. These stations have Mobility Assistants who are available to provide assistance at all times during the station’s opening hours and respond to assistance requests made up to 30 minutes before a train’s departure.
• 72 stations provide an occasional service. Under this arrangement, Mobility Assistants go to the station to provide assistance in response to a passenger request made at least 12 hours before a train’s departure.

Request

The easiest way for a customer to make a request is when purchasing a ticket at any of the railway transport operator’s sales outlets.

Railway transport operators may also offer other ways to request the service, such as those listed below.

• OUIGO:   https://ouigo.zendesk.com/hc/es/requests/new
• RENFE Viajeros
• Telephone assistance for people with disabilities and reduced mobility (+34 91 214 05 05).
• Helpline to assist people with a visual impairment purchase tickets and request the service (+34 900 400 555).
• Mobile application: an app for service requests is available to download like any mobile app:
  • for Apple
  • for Android

The Adif Acerca service can also be requested directly at larger stations offering the continuous service. Customers should go to the Adif Acerca centre at least 30 minutes before the train is due to depart.

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Información por Comunidades Autónomas

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