OUIGO Spain Tickets, Exchange and Refund instructions
OUIGO Spain (OUIGO ESPAÑA) is a low-cost carrier operating in Spain. The concept is much more like in the airline industry and the ticket usually includes only the basics. Services such as seats, luggage, power outlets are additional features that can be either booked with Rail Europe during the booking process or directly with OUIGO Spain with the reference we will provide you during the booking stage.
In this article
How to read a OUIGO Spain Ticket ?
Once your purchase is completed on Rail Europe you shall receive you OUIGO Spain ticket in your mailbox in a PDF format. All the information required to travel are here. The Travel date and passenger name, the train number and searing options assigned, the ticket fare chosen (OUIGO Essential, OUIGO Plus or OUIGO Flex) as well as the services associated and the luggage allowance. Here you shall find also your Ticket CODE (also called PNR) that is the unique identifier of your reservation and is also required should you wish to modify your reservation , date , time or add optional services to your booking. There is also the QR code that shall be scanned at the departure station to give you access to the departure area.
What is the difference between the fares?
We offer different types of fares, Ouigo Essential and Ouigo+ . You can find the details of each inclusion during the search stage by selecting the fare you are interested in and reading the fare conditions.
Some of them include additional services such as Extra Leg space (XL seating which is subject to availability)* or additional luggage.
Please be aware though that all Ouigo Spain tickets are NON REFUNDABLE
Ouigo Essential includes Standard Seating, 1 carry-on bag (36 cm x 27 cm x 15 cm), 1 cabin baggage (55 cm x 35 cm x 25 cm), the possibility of changing the name of the traveller up to the day before the trip, the possibility of changing the date of travel (cost 30€ + the difference between the tickets). If you need to add more luggage or any other extra service, you can select it in the booking process of your ticket or add it up to 30 minutes before the departure of the train.
Ouigo Plus includes XL Seating (subject to availability)*, 1 carry-on bag (36 cm x 27 cm x 15 cm), 1 cabin baggage (55 cm x 35 cm x 25 cm) and one additional piece of luggage (2 m x 2 m and 30 kg maximum). The possibility of changing the name of the traveller up to the day before the trip, the possibility of changing the date of travel (cost 30€ + the difference between the tickets). If you need to add more luggage or any other extra service, you can select it in the booking process of your ticket or add it up to 30 minutes before the departure of the train.
For more details please see our OUIGO Spain destination page here
What is included in my ticket? How to add extra services?
If you require more flexibility you can add the 'FREE EXCHANGE' option to either Essential and Plus at time of ticket selection : this will allow to waive the 30€ fees required for date/time change but you shall still be required to pay any difference between the old and new ticket (if any).
Once you selected the fare you want and clicked on the "ticket detail" button you can review the details of your ticket and the option that are included. You are also able to add extra luggage if necessary.
Seat selection services, as well as other extra services, are not currently available through Rail Europe but should you require them you can book them directly on the Ouigo Spain website using your reference code and email address (once you have received your ticket).
INSIDER TIP: luggage options are more expensive when bought after the purchase of the ticket, so make sure you are aware of your luggage/space needs before confirming the booking.
How and where will I receive my OUIGO Spain Ticket?
Once your booking is completed you will receive your ticket directly in your mail box from OUIGO Spain. You can print it or save it on PDF format on your phone ready to be used at check in. Make sure you save your travel document whether on paper or digital form and have it available at the station to board your train.
May I refund or exchange my ticket? How to refund a ticket?
How do I exchange my ticket? How do I add more services or options to my booking?
Ouigo Spain offers are non refundable but are always exchangeable up to 30 minutes prior to the train departure. Depending on the fare chosen at time of purchase, exchange fees of up to 30€ plus any additional difference in price between the old and new booking might apply. If you think you might need more flexibility while traveling in Spain we advice you add the FLEX option to your Ouigo ticket at time of purchase (this cost on average 7~9€ per ticket) but saves you 30€ of exchage fees as Ouigo Flex tickets are exchangeable without fees up to 30 minutes before departure . Be aware that if there is any difference in price between the old and new bookings said difference will need to be paid at time of exchange even with OUIGO Flex.
- How to exchange/modify a reservation/ticket?
Currently the carrier OUIGO has not open the after sales processes to their distributors. As a consequence any modification, including exchanges, shall need to be performed directly on the OUIGO Spain website.
To access the reservation you shall require the e-mail address used for the lead traveler during the booking process and the Ouigo Spain reference (or 'ticket code' as shown in the ticket example above) . Once you are on the reservation page you can opt to:
- Change date of journey = to change time and date of travel
- add options or change passenger data = to add extra luggage, add a bike, pay to select seat option or change passenger details
- station assistance request = to accomodate the needs of passengers with disabilities
Please note that if any additional payment is required the Ouigo Spain website currently accept VISA, MASTERCARD or PayPal.
*XL seats are assigned to Ouigo Plus fare holders until it lasts. Once fully occupied, Ouigo plus holders receive standard sized seats.