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What was supposed to be a peaceful trip for Bárbara V. G. to Cuba turned into a race against time, hours of distress, and an unexpected expense of over a thousand euros. Today, thanks to a ruling from the Arbitral Board of Transport of Cantabria, the state company Renfe has been ordered to compensate her for the damages caused.
According to Telecinco and confirmed by the consumer organization FACUA, Bárbara had an Alvia train ticket for July 26, 2024, with an expected arrival in Madrid at 11:19 AM.
With more than three hours to check in for your flight with World2fly to Havana, everything seemed under control. However, from the very start, the train departed 45 minutes late due to a door issue and shortly after, another malfunction forced all passengers to transfer and continue by road to Valladolid.
Each incident increased his desperation. Finally, he arrived in Madrid two hours and fifteen minutes late. He rushed to Terminal 4 of the airport, but check-in had already closed. The plane was about to take off, and for the moment, the connection to his country was broken.
To avoid missing the chance to fly that same day, they had to pay 1,046.24 euros for a new Air Europa ticket that was departing two hours later, in addition to 53.95 euros for taxis.
Renfe only refunded the 59.50 euros for the train ticket, arguing that it was not obligated to ensure connections with other means of transport.
With the legal support of FACUA, the Cuban took the case to arbitration. In April 2025, the Arbitration Board ruled unanimously in her favor, deeming Renfe's actions as a “lack of business diligence that goes beyond mere culpable behavior” and acknowledging that the company failed to meet “its primary obligation.”
The ruling, which is binding, obligates Renfe to pay her 1,099.89 euros as compensation. Beyond the financial compensation, for Bárbara it signifies the acknowledgment that her right to arrive on time to meet her family in Cuba was violated by the railway company's negligence.
Frequently Asked Questions about Passenger Compensation for Delays on Renfe and Transportation in Cuba
Why was Renfe compelled to compensate Bárbara V. G.?
Renfe was required to compensate Bárbara V. G. because her train arrived more than two hours late, causing her to miss her flight to Cuba. The Arbitration Board of Transport in Cantabria determined that the company demonstrated a "lack of business diligence" and was obligated to reimburse the passenger for the additional expenses incurred.
What expenses did Bárbara V. G. have to cover due to the train delay?
Bárbara V. G. had to pay over 1,046 euros for a new plane ticket with Air Europa and nearly 54 euros for taxis to get to the airport on time for another flight. Renfe only initially reimbursed her for the cost of the train ticket, which was 59.50 euros.
How does the transportation situation in Cuba affect travelers?
Transportation in Cuba faces multiple challenges, such as delays, cancellations, and poor conditions in trains and airplanes. Trains in Cuba suffer from issues of punctuality and maintenance, while airlines face operational restrictions and a decline in international connectivity. These conditions can negatively impact travelers' experiences and complicate their travel planning.
What measures are being taken to improve the railway system in Cuba?
The Cuban government has announced initiatives such as the modernization of services with Wi-Fi on trains and adjustments to schedules to enhance service quality. However, structural issues such as the deterioration of the tracks and lack of resources remain a significant obstacle. Despite the promises of modernization, the Cuban railway system continues to face challenges due to decades of neglect and lack of investment.
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