Claims and complaints

I have lost an item on the train, where can I reclaim it?

Iryo does not have an office to collect objects lost on trains. However, the Iryo assistants will take items to the ADIF lost property point at the end of the journey.

Thereafter, ADIF's managers will be responsible for the safekeeping and management of the objects. The process of recovering the lost object may be carried out in accordance with the ADIF procedure drawn up for this purpose.

How long must the train be delayed for to make a claim?

In the event of a change in the schedule given on the ticket before the departure iryo will do its utmost to inform the customer as soon as possible and in the most convenient way.

In the event that the passenger is delayed by at least sixty (60) minutes at the arrival station in relation to the timetable provided for in the ticket for reasons attributable to iryo, iryo will compensate the passenger for this delay, without the passenger losing his or her right to transport, under the following conditions:

• - Fifty percent (50%) of the fare for the ticket used, in the event of a delay in arrival at destination of more than sixty (60) minutes.
• -  One hundred percent (100%) of the fare for the ticket used, in the event of a delay in arrival at destination of more than ninety (90) minutes.
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Notwithstanding the above, iryo may provide for more favourable compensation in general if it deems it appropriate to do so.

My train has still not left, where can I find information about the delay?

At the Casa Iryo in the station, or by calling Customer Services

Where can I make a claim?

You make a claim in person at Casa iryo, calling Customer Service and also online here

My train has been cancelled, where can I claim compensation?

In the event of cancellation of a scheduled trip by iryo, iryo will do its utmost to inform the customer as soon as possible and in the most convenient manner.

• - f the cancellation occurs within forty-eight (48) hours before the scheduled start of the journey, the COMPANY is obliged, at the passenger's discretion, to provide transport on another train or other means of transport under conditions equivalent to those agreed, or to refund the price paid for the service.
• - If the passenger is informed of the cancellation of the journey in the four (4) hours before the start of the journey, he/she shall also be entitled to compensation consisting of double the amount of the ticket.

How can I use a compensation voucher that iryo have sent me?

In the checkout process, at the time of payment, it is possible to enter the compensation code sent in the field “Do you have a discount code?”