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Cancelled train to Granada compensation for Renfe, Iryo and Ouigo passengers: a departures board showing cancellations above a quiet AVE platform in warm evening light

Cancelled Train to Granada: What Renfe, Iryo and Ouigo Owe You

Cancelled train to Granada? Compare the EU refund floor with Renfe, Ouigo and Iryo rules, from the 100-minute rule to vouchers and how to claim in Spain.

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A decade writing about Andalusian transport logistics, airport access, and independent travel through southern Spain.

Published
A cancelled train in Spain gives you a refund or re-routing once arrival is expected 60 minutes late[4], plus an EU minimum of 25% of the fare for a delay of 60 to 119 minutes[5] and 50% from 120 minutes[6]. Operators may set higher figures of their own: an Iryo reply of 19 May 2025, as quoted on OCU's public complaints pages, cites 50% over 60 minutes and 100% over 90[7], though Iryo's own conditions on iryo.eu are the text to rely on. Renfe and Ouigo publish their schemes, which the sections below compare.
Wait before buying your own
100 min
EU limit before you may buy a rail, coach or bus alternative[1]
Renfe full-fare threshold
90 min
Renfe's own scheme refunds the whole fare beyond this delay[2]
Complaint deadline
3 months
Time limit to complain to the operator after the incident[3]

In this article

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What you get at 60 and at 100 minutes

At 60 minutes late you get a choice of refund or re-routing; at 100 minutes without an offer, you can buy your own ride. The common floor is Regulation (EU) 2021/782: when arrival at the final destination is expected 60 minutes late or more, a cancellation included, the operator must immediately offer a choice[8]: reimbursement of the full ticket for the part of the journey you did not make[9], or continuation under comparable conditions at the earliest opportunity[10].
The number to remember on a platform is 100 minutes. If no re-routing option has been communicated within 100 minutes of the scheduled departure, you may buy a rail, coach or bus alternative yourself and be reimbursed reasonable costs[11]. Keep the cancellation notice and every receipt, because the claim is only as good as the paper behind it.
A refund is due within 30 days of the request[12]. A voucher can stand in for money only where its terms are flexible on validity and destination and you agree to take it[13]; nobody can force one on you. When a whole corridor closes, the alternatives to a suspended Madrid–Granada line lean heavily on coaches, and the 100-minute rule is what lets you ask for a coach fare back. The claim route, operator first and then the Ministry or an arbitration board, is set out under "Side by side, and where to claim in Spain".

Delay compensation: the 25% and 50% minimum

Compensation is a separate payment from the refund. The Regulation sets the minimum at 25% of the ticket price for an arrival 60 to 119 minutes late[14] and 50% for 120 minutes or more[15]. It applies only to a ticket whose cost was not already reimbursed under the refund rule[16], so you choose between taking your money back and claiming a delay payment, not both.
Compensation is due within one month of the request[17] and must be paid in money if you ask[18], which matters with operators whose default is a voucher. An operator may set a payout threshold, capped at 4 euros per ticket[19]. Three exclusions catch people out:
  • You were told about the delay before you bought the ticket[20].
  • Extreme weather, major natural disasters or a major public health crisis, which the Regulation treats as extraordinary circumstances[21].
  • Third-party behaviour the operator could not avoid, such as persons on the track, cable theft or sabotage[22].
What does not exempt an operator is the conduct of the infrastructure manager or of another company using the same line[23]. Operators may revise their own schemes, but not drop below this floor[24].
RenfeOuigoIryo (as reported)
Delay of 60 minutes or more50% of the fare50% as a refundable voucher (60 to 89 min)50% of the fare, per its replies quoted by OCU
Over 90 minutes (Ouigo: 90 or more)100% of the fare100% as a refundable voucher100% of the fare, per its replies quoted by OCU
Operator cancelsRefund to the original payment method, or alternativeAlternative transport or refund at any notice, plus a voucher by noticeAnother train or full refund with 48 hours or more notice; double the ticket within 4 hours (press, Dec 2024)
Spanish arbitration boardsConditions point customers to themDoes not accept themCheck iryo.eu

Renfe, the operator on the Granada line

Renfe runs the Madrid–Granada service and the Alvia that continues from Madrid through Granada to Almería[25], and its Avant medium-distance trains link Granada with Málaga and Seville[26]. For most Granada journeys, then, Renfe's general conditions are the rules you will invoke.
The narrow lanes of the Alcaicería in Granada — horseshoe arches and hanging lanterns above craft stalls selling taracea woodwork and fajalauza ceramics

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Renfe defines a cancelled journey as one that cannot be made as contracted[27], and it returns refunds by the original payment method[28]. For delays its own scheme sits above the EU floor: 50% of the ticket when you arrive 60 minutes late or more[29], and the whole fare beyond 90 minutes[30]. There is nothing to claim when Renfe announced the delay before you bought, or when it lasts under 60 minutes[31].
Claims go through the complaints book on board or at the station, a free complaints phone line or the online customer-service form[32]. Renfe's conditions also let customers take a dispute to the arbitration boards, the Juntas Arbitrales[33]. Where a cancellation leaves you rebuilding the journey, how to get to Granada sets out the coach and air routes that do not depend on the rail line.

Cancel yourself and the rules change

Cancelling a ticket yourself is a voluntary cancellation, not an operator one. On Renfe's AVE Elige and Elige Confort fares it refunds 70%[34], the Básico fare cannot be cancelled[35], and Avant and Media Distancia tickets, as a general rule, lose a 15% fee[36]. Wait for the operator's own cancellation or free-change notice first.

Ouigo and Iryo on a connecting leg

Ouigo and Iryo matter to a Granada trip when part of the journey, say a leg to Córdoba, Seville or Málaga before you continue, is booked on their trains. As of October 2026 Ouigo's conditions are version 9, in force since 21 August 2026[37], so check the live text before relying on any figure below.
A leg is governed by the conditions of the operator that runs the train, and the EU floor sits underneath whichever one that is. The onward stretch from Córdoba is covered in Córdoba to Granada, and it is worth ticketing that leg separately from the connection.

Ouigo: a voucher ladder, and no arbitration boards

When Ouigo cancels, whatever the notice, the buyer chooses between alternative Ouigo transport and a refund[38]. The alternative gives 30 days from notice to swap the ticket free of charge, with no extra fare if the new one costs more[39]. Compensation on top scales with notice and arrives as a voucher:
  • Notice 5 to 30 days ahead: 50% of the trip, as a non-refundable voucher[40].
  • The day before, before 17:00: 100% of the trip, as a refundable voucher[41].
  • After 17:00 the day before: double the trip price, as a refundable voucher[42].
Delays follow a ladder of their own: a voluntary 50% non-refundable voucher at 30 to 59 minutes[43], 50% as a refundable voucher at 60 to 89[44] and 100% refundable from 90[45]. Ouigo says it pays proactively[46], through Mis Reservas for direct bookings[47]. For the ticket refund on a cancelled train, the consumer body OCU says a voucher is acceptable only if the traveller expressly chooses it[48]. Ouigo does not accept the Juntas Arbitrales de Transporte or de Consumo[49], and, as a general rule, if you cancel yourself the booking cannot be cancelled and the tickets are non-refundable[50].

Iryo: what its replies and the press report

Iryo's own conditions live on iryo.eu and should be read there before you rely on a figure. In a reply of 19 May 2025, as quoted on OCU's public complaints pages, its customer service cited 50% of the fare for delays over 60 minutes and 100% over 90[51]; in one of 5 June 2026 it placed force majeure in section 13 of its General Conditions of Carriage[52]. In that reply it treated a person on the track as force majeure, which the passenger disputed[53].
On cancellations, The Objective reported in December 2024 that Iryo offers another train or a full refund when it cancels at least 48 hours ahead[54], and double the ticket price when the cancellation falls within four hours of departure[55].

Side by side, and where to claim in Spain

Each scheme as quoted sits above the Regulation's 25% and 50%, but only the Regulation is the legal minimum, and an operator's scheme can change. Claims then run in a fixed order, operator first:
The covered lanes of the Alcaicería market in Granada, with hanging lanterns and arched doorways

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Alcaicería

Granada's historic silk market, rebuilt after 1843 in Neo-Moorish style. Small shops sell ceramics, taracea woodwork, spices, and leather goods. Free to enter.

  1. Complain to the operator within three months of the incident[56]. Ouigo takes complaints through a web form[57] and accepts the official EU reimbursement and compensation form[58]; Iryo has an online claims form, as reported in October 2024[59], and its customer service has asked passengers to send expense invoices to atencion.cliente@iryo.eu[60].
  2. If the reply is a rejection, you can complain to the national enforcement body within three months of it[61]. In Spain that is the Ministry of Transport's Dirección General de Transporte por Carretera y Ferrocarril, which monitors and sanctions[62]; write to viajeros.tcyf@transportes.gob.es, by post or in person at the Ministry's offices[63]. Its reply is advice and binds neither passenger nor operator[64].
  3. For money, the regional Juntas Arbitrales de Transporte take claims free of charge and without a lawyer[65]. A dispute over 15,000 euros, or with a carrier that has not accepted arbitration, goes to court[66].
Beyond the fare, OCU says travellers can also claim justified extra losses such as non-refundable hotels and event tickets, the kind of cost a missed Granada arrival creates[67]. If the line stays shut and you switch to the road or the air, driving in Granada and the Granada airport guide cover the arrival end. Check each operator's current conditions before relying on these figures, which are dated as stated here.

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Frequently asked questions

What cancelled train to Granada compensation do Renfe, Iryo and Ouigo owe me?
Under EU Regulation 2021/782 an operator that cancels must offer a refund or re-routing, and pays at least 25% of the fare for a 60 to 119 minute delay and 50% from 120 minutes, and that delay payment is not paid on top of a refund of the same ticket. Renfe, Ouigo and Iryo (as quoted by OCU) each run schemes above that floor.

Which rules apply if I reach Granada via another Andalusian city?
The conditions of the operator that runs each leg apply to that leg, and the EU Regulation sits underneath all of them. Keep the legs on separate tickets in mind when a connection is missed.

Is a voucher the same as a refund for a cancelled train?
No. The Regulation requires compensation to be paid in money if you ask, and a voucher replaces a refund only with your agreement and flexible terms. Ouigo defaults to vouchers for compensation, so ask for money if you prefer it.

How long do I have to claim?
The Regulation requires the complaint to the operator within three months of the incident. If it is rejected you have a further three months to go to the enforcement body.

What if my train is cancelled and no re-route is offered?
If no re-routing option reaches you within 100 minutes of the scheduled departure, you may buy a rail, coach or bus alternative and claim reasonable costs back. Keep receipts and the cancellation notice.

Where do I complain if the operator rejects my claim?
Take it to the Ministry of Transport for non-binding advice, or to the regional Juntas Arbitrales de Transporte for a free, lawyer-free ruling. Ouigo does not accept the arbitration boards, which leaves court for a dispute with it.

Do I get a refund if I cancel my own Renfe ticket?
It depends on the fare: AVE Elige refunds 70%, Básico cannot be cancelled and Avant tickets, as a general rule, lose a 15% fee. If the operator cancels, wait for its notice first.

Sources

67 references Show
  1. Regulation 2021/782, 100-minute rule (opens in a new tab)

    “Where the available re-routing options are not communicated to the passenger within 100 minutes from the scheduled departure time of the delayed or cancelled service or the missed connection”

  2. Renfe general conditions, delay compensation (opens in a new tab)

    “Cuando el retraso supere los 90 minutos, la indemnización será equivalente al total de dicho precio.”

  3. Regulation 2021/782, complaint deadline (opens in a new tab)

    “Such a complaint shall be submitted within three months of the incident that it concerns.”

  4. Regulation 2021/782, refund or re-routing (opens in a new tab)

    “will be subject to a delay of 60 minutes or more, the railway undertaking operating the delayed or cancelled service shall immediately offer the passenger the choice between one of the following options”

  5. Regulation 2021/782, 25% tier (opens in a new tab)

    “25 % of the ticket price for a delay of 60 to 119 minutes;”

  6. Regulation 2021/782, 50% tier (opens in a new tab)

    “50 % of the ticket price for a delay of 120 minutes or more.”

  7. Iryo customer service reply quoted on OCU (opens in a new tab)

    “puede reclamar el 50% del importe para los retrasos de más de 60 minutos y el 100% para retrasos de más de 90 minutos tal y como se estipulan en las condiciones de transporte”

  8. Regulation 2021/782, Art. 18(1) (opens in a new tab)

    “will be subject to a delay of 60 minutes or more, the railway undertaking operating the delayed or cancelled service shall immediately offer the passenger the choice between one of the following options”

  9. Regulation 2021/782, refund option (opens in a new tab)

    “reimbursement of the full cost of the ticket, under the conditions by which it was paid, for the part or parts of his or her journey not made”

  10. Regulation 2021/782, re-routing option (opens in a new tab)

    “continuation or re-routing, under comparable transport conditions, to the final destination at the earliest opportunity;”

  11. Regulation 2021/782, buying an alternative (opens in a new tab)

    “Where the available re-routing options are not communicated to the passenger within 100 minutes from the scheduled departure time of the delayed or cancelled service or the missed connection”

  12. Regulation 2021/782, refund timing (opens in a new tab)

    “shall be paid within 30 days after the receipt of the request.”

  13. Regulation 2021/782, vouchers (opens in a new tab)

    “sufficiently flexible, in particular regarding the validity period and destination, and that the passenger agrees to accept those vouchers and/or services”

  14. Regulation 2021/782, 25% tier (opens in a new tab)

    “25 % of the ticket price for a delay of 60 to 119 minutes;”

  15. Regulation 2021/782, 50% tier (opens in a new tab)

    “50 % of the ticket price for a delay of 120 minutes or more.”

  16. Regulation 2021/782, refund and compensation do not stack (opens in a new tab)

    “for which the cost has not been reimbursed in accordance with Article 18”

  17. Regulation 2021/782, payment deadline (opens in a new tab)

    “The compensation of the ticket price shall be paid within one month after the submission of the request for compensation.”

  18. Regulation 2021/782, cash on request (opens in a new tab)

    “The compensation shall be paid in money at the request of the passenger.”

  19. Regulation 2021/782, payout threshold (opens in a new tab)

    “Railway undertakings may introduce a minimum threshold under which payments for compensation will not be paid. This threshold shall not exceed EUR 4 per ticket.”

  20. Regulation 2021/782, delay known before purchase (opens in a new tab)

    “Passengers shall not have any right to compensation if they are informed of a delay before buying a ticket”

  21. Regulation 2021/782, extraordinary circumstances (opens in a new tab)

    “extraordinary circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters or major public health crises”

  22. Regulation 2021/782, third-party behaviour (opens in a new tab)

    “such as persons on the track, cable theft, on-board emergencies, law enforcement activities, sabotage or terrorism.”

  23. Regulation 2021/782, infrastructure managers (opens in a new tab)

    “acts or omissions by another undertaking using the same railway infrastructure and acts or omissions of the infrastructure and station managers are not covered by the exemption”

  24. OCU, operators cannot go below the rules (opens in a new tab)

    “Pueden revisar su política comercial, pero no saltarse las normas”

  25. Renfe services to Granada (opens in a new tab)

    “sus circulaciones habituales en los servicios Madrid-Sevilla, Madrid-Cádiz, Madrid-Granada, Madrid-Huelva y el Alvia Madrid-Granada-Almería”

  26. Antequera-Granada line, Avant services (opens in a new tab)

    “In addition medium distance high speed Avant services connect Granada to Málaga and to Seville”

  27. Renfe general conditions, cancellation (opens in a new tab)

    “Se entiende por cancelación del viaje la no realización de este, es decir, la imposibilidad de que se lleve a cabo en las condiciones previstas en el título de transporte.”

  28. Renfe general conditions, refund method (opens in a new tab)

    “El reintegro o el abono generado, en su caso, se producirá mediante el mismo medio de pago previamente utilizado para la compra del título de transporte.”

  29. Renfe general conditions, 50% tier (opens in a new tab)

    “en caso de retraso en la llegada a destino por tiempo igual o superior a 60 minutos, el cliente tendrá derecho a una indemnización equivalente al 50 por ciento del precio del título de transporte utilizado”

  30. Renfe general conditions, 90-minute tier (opens in a new tab)

    “Cuando el retraso supere los 90 minutos, la indemnización será equivalente al total de dicho precio.”

  31. Renfe general conditions, no compensation cases (opens in a new tab)

    “El viajero no tendrá derecho a indemnización si Renfe Viajeros informa del retraso, antes de la compra del título de transporte o si la duración de este es menor de 60 minutos.”

  32. Renfe general conditions, complaint channels (opens in a new tab)

    “así como un teléfono gratuito específico para atención de reclamaciones y un buzón de Atención al Cliente de la web de Renfe”

  33. Renfe general conditions, arbitration bodies (opens in a new tab)

    “para instar la defensa de sus pretensiones ante los organismos arbitrales competentes”

  34. Renfe, voluntary cancellation of Elige fares (opens in a new tab)

    “the Elige and Elige Confort tickets allow cancellations; in this case, you will receive a refund of 70% of the ticket price.”

  35. Renfe, Básico fare (opens in a new tab)

    “the Básico Ticket does not allow cancellations.”

  36. Renfe, Avant and Media Distancia fee (opens in a new tab)

    “As a general condition, 15% of the price of the cancelled ticket will be deducted as a cancellation fee.”

  37. Ouigo sales conditions, version in force (opens in a new tab)

    “Vigente desde el 21 de agosto de 2026”

  38. Ouigo conditions, cancellation choice (opens in a new tab)

    “Con independencia del momento en el que se comunique la cancelación, OUIGO ofrecerá al Comprador la posibilidad de elegir entre:”

  39. Ouigo conditions, alternative transport (opens in a new tab)

    “Transporte alternativo por OUIGO: en este caso, el Comprador dispondrá de un plazo de treinta (30) días desde la notificación de la cancelación para cambiar su Billete por otro Billete de forma gratuita y sin cargos.”

  40. Ouigo conditions, 50% voucher (opens in a new tab)

    “le entregará una indemnización consistente en el cincuenta por ciento (50%) del importe del Viaje afectado, en forma de Vale de Compra no reembolsable.”

  41. Ouigo conditions, day before notice (opens in a new tab)

    “El día anterior a la fecha del Viaje que figure en el Billete, antes de las 17:00h, OUIGO, como parte de su política de compensación, le entregará una indemnización consistente en el cien por cien (100%) del Viaje afectado”

  42. Ouigo conditions, notice after 17:00 (opens in a new tab)

    “Después de las 17:00h del día anterior a la fecha del Viaje que figure en el Billete, OUIGO le entregará una indemnización consistente en el doble del importe del Viaje afectado”

  43. Ouigo conditions, 30 to 59 minute delay (opens in a new tab)

    “igual o superior a treinta (30) minutos e inferior a sesenta (60) minutos, OUIGO, como parte de su política de compensación, le entregará una indemnización voluntaria del cincuenta por ciento (50%)”

  44. Ouigo conditions, 60 to 89 minute delay (opens in a new tab)

    “igual o superior a sesenta (60) minutos e inferior a noventa (90) minutos, OUIGO le entregará una indemnización legal del cincuenta por ciento (50%) del importe del Viaje afectado, en forma de Vale de Compra reembolsable”

  45. Ouigo conditions, 90-minute delay (opens in a new tab)

    “igual o superior a noventa (90) minutos, OUIGO le entregará una indemnización legal del cien por cien (100%) del importe del Viaje afectado, en forma de Vale de Compra reembolsable”

  46. Ouigo conditions, proactive payment (opens in a new tab)

    “OUIGO se compromete a pagar la indemnización de manera proactiva.”

  47. Ouigo conditions, Mis Reservas (opens in a new tab)

    “OUIGO entregará al Comprador la compensación debida a través del apartado “Mis Reservas” del Sitio o la Aplicación OUIGO.”

  48. OCU, voucher only by choice (opens in a new tab)

    “El viajero solo puede recibir un vale o bono si así lo elige expresamente”

  49. Ouigo conditions, arbitration boards (opens in a new tab)

    “OUIGO no se somete a la jurisdicción de las Juntas Arbitrales de Transporte ni a la jurisdicción de las Juntas Arbitrales de Consumo”

  50. Ouigo sales conditions, voluntary cancellation (opens in a new tab)

    “la Compra/Reserva no podrá cancelarse y los Billetes OUIGO no son reembolsables.”

  51. Iryo customer service reply quoted on OCU (opens in a new tab)

    “puede reclamar el 50% del importe para los retrasos de más de 60 minutos y el 100% para retrasos de más de 90 minutos tal y como se estipulan en las condiciones de transporte”

  52. Iryo reply on force majeure, quoted on OCU (opens in a new tab)

    “Esta regulación se encuentra plenamente integrada en las condiciones de iryo y, en particular, en el apartado 13 de las Condiciones Generales de Transporte.”

  53. Iryo reply on a person on the track, quoted on OCU (opens in a new tab)

    “la situación producida el pasado 19 de abril por presencia en la vía, que afectó a la circulación, constituye una causa de fuerza mayor”

  54. The Objective, Iryo 48-hour rule (opens in a new tab)

    “si se produce una cancelación con una antelación mínima de 48 horas, Iryo ofrecerá al pasajero la posibilidad de viajar en otro tren en condiciones similares o solicitar el reembolso completo del billete”

  55. The Objective, Iryo four-hour rule (opens in a new tab)

    “Si la cancelación se produce en las cuatro horas anteriores al inicio, el pasajero tendrá derecho a una indemnización equivalente al doble del billete.”

  56. Regulation 2021/782, complaint to the operator (opens in a new tab)

    “Such a complaint shall be submitted within three months of the incident that it concerns.”

  57. Ouigo conditions, web form (opens in a new tab)

    “Toda eventual solicitud de información, aclaraciones y quejas podrá enviarse al Centro de Atención al Cliente a distancia de OUIGO, a través del formulario web: https://ouigo.zendesk.com/hc/es/requests/new.”

  58. Ouigo conditions, EU form (opens in a new tab)

    “o el formulario oficial de reintegro e indemnización europeo”

  59. El Debate, Iryo claims form (opens in a new tab)

    “Por su parte Iryo cuenta con un formulario de reclamaciones.”

  60. Iryo reply on expenses, quoted on OCU (opens in a new tab)

    “puede remitírnoslo mediante esta propia reclamación o al correo de atencion.cliente@iryo.eu para su estudio”

  61. Regulation 2021/782, enforcement body (opens in a new tab)

    “the passenger may complain to the national enforcement body or any other body designated under paragraph 2 of this Article within three months from receiving information on the rejection of the original complaint”

  62. Spanish rail report 2023-24, Ministry of Transport (opens in a new tab)

    “la Dirección General de Transporte por Carretera y Ferrocarril del Ministerio de Transportes y Movilidad Sostenible, en lo relativo a las medidas necesarias de monitorización y sanción para garantizar su seguimiento”

  63. Spanish rail report 2023-24, Ministry complaint route (opens in a new tab)

    “puede presentarse enviando un correo electrónico a la dirección viajeros.tcyf@transportes.gob.es; por correo postal; o, personalmente en las oficinas del Ministerio”

  64. Spanish rail report 2023-24, advice not binding (opens in a new tab)

    “El contenido del asesoramiento emitido por el MITMS si bien no es vinculante ni para pasajero ni para la empresa ferroviaria o administrador de estación”

  65. Spanish rail report 2023-24, Juntas Arbitrales (opens in a new tab)

    “el pasajero puede reclamar gratuitamente ante las Juntas Arbitrales del Transporte sin necesidad de abogado ni procurador”

  66. Spanish rail report 2023-24, court route (opens in a new tab)

    “Cuando la controversia excede de 15.000 €; o el transportista expresamente en el contrato no se ha adherido a la resolución de litigios mediante Juntas Arbitrales”

  67. OCU, extra losses (opens in a new tab)

    “Independientemente de la antelación del trayecto, los afectados también tienen derecho a reclamar una indemnización por los daños y perjuicios adicionales derivados de la cancelación”