Avianca General Conditions of Transportation are applicable to flights only.
During the train trip General Conditions of Renfe Travelers apply. Information is available in the following links:
Passengers must remember that Avianca will only be responsible for airplane trips operated by the airline, while Renfe will be responsible for the train journey. All of the above, keeping in mind that Avianca acts only as a simple sales agent for Renfe trips, so Avianca is not responsible for any harm to passengers or third parties in routes operated by Renfe.
Airport – train station – airport transfers
Journeys between the airport and the railway station where Renfe trains operate must be covered by the passenger at his own account and under his exclusive responsibility, unless those journeys are made in Renfe commuter trains, in which case, the journey will be covered by the provisions of the Renfe Transportation Agreement.
Renfe train tickets delivered to passengers can be used only when linked to an Avianca air ticket, which includes an AV section in routes between Colombia and Spain and/or vice versa.
If the trip begins by train
Passengers must show both Renfe and Avianca printed electronic tickets. To get the Renfe ticket to the final destination, passengers must print it on the Check-in site at accesrail.com within 72 hours prior to the train departure. The PDF document has the necessary code to print the ticket in the Renfe machines located at the train stations.
Local Train services are available for purchase from the machines, in case the passenger decides to use them between the train station and the airport. You may be asked to produce your valid ticket by Renfe staff to access to the train departure area, or on the train.
If you fail to show a valid ticket you will be requested to purchase a new ticket at the general fees and applicable penalties. If purchasing a new ticket is not possible for any reason, the passenger could miss the train and, therefore the flight connection
If the trip begins by plane
Passengers must provide the PDF printed ticket available at the Check-in section at accesrail.com within 72 hours prior to the train departure. This document contains the necessary code to print the ticket in the Renfe machines located at train stations.
In these machines, commuter train services are available in case the passenger decides to use this mean of transport to go from/to the airport and train station. When entering the train, passengers must provide both the Renfe ticket and the Avianca boarding pass.
Bear in mind
Passengers are responsible for carrying Renfe tickets for train traveling. Without this documentation, Renfe will request you to purchase a new ticket according to the general fees. If purchasing a new ticket is not possible for any reason, the passenger could miss the train.
For all purposes, it shall be taken into account that Avianca electronic ticket will be only valid for airplane travel. Renfe tickets are non-transferrable and non-refundable under any circumstances. The plane + train fare could be refundable with or without penalty according to the applicable conditions.
Changes and cancellations
All changes or cancellations made by the client will be processed by Avianca according to the policy of changes and cancellation applicable to the air fare, passengers must not request changes or cancellations to Renfe. Avianca must be notified of any changes or cancellations prior to the departure of the respective train and/or plane.
In the event of an Avianca flight delay that affects the Renfe trip associated to that ticket, which prevents the passenger from using that ticket. Renfe commits to authorize the trip in the next train with seats available without additional cost, as long as the passenger furnishes to the Renfe staff a document supporting the flight delay, which shall be provided by Avianca at the airport.
If any delay in the train trip linked to the flight ticket results in the Avianca passenger missing an international connecting flight, Avianca will undertake reasonable actions to facilitate the trip in the next flight with available seats without additional cost, as long as the passenger furnishes to the Avianca personnel a document supporting the delay of the train trip linked to the flight ticket, which shall be issued by Renfe at the Customer Service Center located at trains stations.
Suggestions and complaints
Any suggestions or complaints regarding train services can be sent directly to firstname.lastname@example.org. Otherwise, Avianca will receive and process all claims and incidences related to the Renfe route integrated in a plane + train ticket.
Special services offered by Avianca can only be used during the airplane trip, while special services offered by Renfe can only be used during the train trip. No special service will be offered during the journey between the train station and the airport. These special services must be requested at the time of making the reservation. For further information, please check the applicable policies of Avianca and Renfe.
Passengers must claim their luggage upon arrival to the airport and take it to the train station and look after it during the train journey, because Renfe does not check-in luggage. When connections are between train and flight, passengers must leave the train with their luggage and take it to Avianca check-in counter at the airport.
Avianca Baggage allowance shall apply for both flights and train journeys. However, luggage remains under the passenger’s safe-keeping and responsibility during train journeys and transfers between train stations and airports. In the event of excess baggage, Renfe reserves the right not to accept it depending on space available on the train.
The passenger holds Avianca and Renfe harmless from any claim that may arise out from or in relation to these conditions.