Facua-Consumidores in Action has filed complaints against Iryo and Ouigo for not providing alternative transport options to travelers affected by the cancellation of their trains after the Urda railway accident (Toledo), an incident in which 69 deaths have been recorded so far.
The association stresses that passengers who are forced to organize on their own a bus, train, taxi, VTC or rental car journey have the right to claim from the companies the additional cost assumed. In addition, it maintains that both operators are "violating" the current regulations by limiting themselves to offering the refund of the amount paid.
Facua contrasts this attitude with that of Renfe, of which it indicates that it is indeed providing affected users with alternatives to complete their journey, after the suspension of the high-speed line between Madrid and Andalusia as a result of the accident, which has led to the cancellation of all Renfe, Iryo and Ouigo trains scheduled for the coming weeks.
"The refund of the amount of the tickets cannot become the only solution offered by the operators when users wish to make the journey they had contracted," warns Facua in a statement sent to the media.
Consequently, the organization has filed a complaint against Iryo and Ouigo before the General Directorate of Consumer Affairs of the Ministry of Social Rights, Consumer Affairs and 2030 Agenda, as well as before the General Directorate of Land Transport of the Ministry of Transport and Sustainable Mobility.
Facua urges both bodies to open an investigation into the facts, determine whether Iryo and Ouigo are failing to comply with their duties as railway companies and, if so, initiate sanctioning proceedings for infringing the European regulation by not providing alternative transport to travelers with canceled journeys.
The entity recalls that Article 18 of Regulation (EU) 2021/782 of the European Parliament and of the Council, of 29 April 2021, relating to the rights and obligations of rail passengers, recognizes that, in the event of cancellation, users may choose between the refund of the ticket, continuation of the journey or modification of the itinerary by means of an alternative mode of transport under similar conditions (bus, rail, taxis, VTC or rental vehicle), either as soon as possible or on another date that is suitable for them.
"Passengers should not bear the consequences of the lack of response from both companies for the interruption of the service, especially when it concerns trips that may be necessary for work, family, or personal reasons," concludes the consumers' association.