Financial Assistance for the Urda accident | iryo
Dear customer:
Understanding the hard moments you are going through after the accident of 28 October, we wish to convey to you the unconditional support of the company and our full willingness to alleviate the situation you are experiencing.
The entire iryo team remains at your absolute disposal to accompany you and to attend to any need, query or request that you wish to put to us.
With the aim of facilitating your arrangements in these very difficult moments, we wish to inform you of the financial assistance measures available, as well as of the steps necessary to request them:
Payment of the ticket amount, transport, accommodation and subsistence
iryo will refund to all travellers the full amount of their ticket. To claim this amount, we kindly ask you to write to us at [email protected], sending us the certificate of ownership of the bank account into which you wish to receive the payment.
Likewise, iryo has organised alternative transport services for arrival at the place of destination (Seville or Córdoba) or return to the place of origin of the journey (Madrid) at the choice of each traveller. In the case of travellers who, for justified reasons, have not been able to make use of those alternative transport services, iryo will reimburse them the transport expenses (and, where necessary, accommodation and subsistence) that they have had to incur for arrival at the place of destination or return to the place of origin of the journey. To claim this reimbursement, we kindly ask you to write to us at [email protected], sending us:
• The certificate of ownership of the bank account into which you wish to receive the payment.
• Supporting documentation of the expenses you have incurred (invoices, proofs of payment, etc.).
Finally, iryo will reimburse the relatives of deceased or seriously injured persons who so request for their outbound and return transport to the place of the accident and their accommodation and subsistence during their stay, with certain time limits. To request this reimbursement, we ask those affected to write to us at [email protected], sending us:
• The certificate of ownership of the bank account into which they wish to receive the payment.
• Supporting documentation of their family ties with the seriously injured or deceased traveller.
• Supporting documentation of the expenses they have incurred (invoices, proofs of payment, etc.).
These benefits are also covered by the Compulsory Travellers' Insurance (SOV) under the terms provided for in the corresponding policy, so they may be processed, alternatively, through the mechanisms that we will explain in the following section.
All reimbursement requests will be processed as soon as possible once the corresponding documentation has been received.
1) Compulsory Travellers' Insurance
We inform you that the Compulsory Travellers' Insurance (SOV) covers, under the terms and with the limitations provided for in the corresponding policy, among other benefits, the healthcare required as a consequence of the accident, compensation for death or temporary or permanent disability, repatriation and funeral expenses, as well as the transport, accommodation and subsistence expenses of the relatives of deceased or seriously injured persons to which we have already referred.
For the processing of the benefits and compensation covered by the Compulsory Travellers' Insurance (SOV), you may choose the channel that is most convenient for you (both at your full disposal):
• Assistance telephone line for victims and relatives: 900 001 403
We kindly ask you to provide us with your name, surnames and DNI, as well as a telephone number and an email address. With this information, iryo's insurer will contact you to resolve your file as quickly as possible.
• Specific online form for those affected
Through the form available at https://www.iryo-sov.com/ you may also submit your request. Once it has been received, the insurer will open your file and will contact you.
2) Advance payments
If you have been injured as a result of the accident, iryo will pay you, in accordance with the provisions of Article 15 of Regulation (EU) 2021/782, a financial advance to meet your immediate financial needs, in proportion to the damage suffered. To exercise this right, we kindly ask you to contact iryo through the email address [email protected].
iryo will also pay, on the same terms, advance payments to the relatives of the travellers who have regrettably passed away, in this case for a total sum of 35,000 euros per deceased person.
We remain at your disposal for any question or query, reiterating our absolute solidarity and support.
Yours sincerely,
iryo Team