Review Time
No star at all. Only 1 cause it’s cheap. We took 2 trains which both had delay ( 1 and a half hour combined) If we had things planned we would have missed them. Bad experience very slow train and makes many unnecessary long time stops . It’s cheap but the program MUST be followed.( I am not talking about small delays )
I am extremely dissatisfied with my experience and the way my complaint was managed. My family (two adults and two young children) was traveling from one city to another when we were stopped at boarding due to a €50 baggage fee. While we disagreed with the charge, we were willing to pay and actively trying to do so, as we had a flight the next day. When I requested the agents’ names to escalate the issue, they refused to identify themselves. One agent took my phone, accusing me of trying to take her picture when I was only trying to note their details. Despite my repeated attempts to pay the baggage fee, we were informed we would not be allowed to travel, our tickets were canceled, and no refund would be given. There was a lack of empathy towards our children and no effort to de-escalate the situation. We were compelled to buy last-minute tickets with another operator for €274 just to reach our destination. Other passengers who did not speak the local language reported similar accusations for merely using their phones to communicate, which made the experience feel targeted and unfair. Later, the company claimed that the refusal to board was “correct” and closed the case without offering any refund. This incident occurred during what was supposed to be a family trip celebrating my birthday and caused unnecessary stress and disruption. Based on this experience and the company’s response, I will not be traveling with them again and hope they seriously reevaluate their customer service practices, staff behavior, and approach to resolving disputes.
I am very disappointed with my experience with OUIGO Spain and the company’s handling of my complaint.My family (two adults and two young children) was traveling from Barcelona to Madrid when we were stopped at boarding over a €50 baggage fee. While we disagreed with the charge, we agreed to pay and were actively trying to do so, as we had a flight from Madrid the following day.When I asked for the agents’ names in order to escalate a complaint, they refused to identify themselves. One agent grabbed my phone, accusing me of trying to take her picture when I was simply trying to note their details. Despite repeatedly asking to pay the baggage fee, we were told we would not be allowed to travel, our tickets were cancelled, and no refund would be issued.There was no empathy shown toward our children and no attempt to de-escalate the situation. We were forced to purchase last-minute tickets with another train operator for €274 just to reach Madrid. Other non-Spanish-speaking passengers reported similar accusations for simply using their phones to communicate, which made the experience feel targeted and discriminatory.OUIGO later stated that the refusal to board was “correct” and closed the case without offering any refund.This incident occurred during what was meant to be a family trip celebrating my birthday and caused unnecessary stress and disruption. Based on this experience and OUIGO’s response, I will not travel with OUIGO again and hope the company seriously reconsiders its customer service practices, staff conduct, and approach to resolving disputes.
One of the worst travel experiences I’ve had in Spain. I took two OUIGO trains on the same day and was charged extra twice for a single suitcase — even though the ticket I bought through Omio never mentioned any luggage limitations.OUIGO claims you can add luggage in advance on their website or app, but that option simply does not exist. I spent a long time trying to find it, both before and after the first charge, and it’s nowhere. Yet their agents still force you to pay full price at the station, with zero understanding and zero flexibility.I had only one suitcase, no backpack, no carry-on, and on the return it was even empty — still, they charged me again. This is misleading, unfair, and feels intentionally designed to make passengers pay more.I’m new in Spain and trusted OUIGO in good faith. Instead, I ended up paying extra twice due to false information and nonexistent options. Absolutely unacceptable. I’ve kept screenshots of everything, and if needed I’m ready to take this further. Avoid OUIGO if you don’t want surprise fees and unhelpful service.
Our train was delayed about 1 hour 20 minutes, which caused us to miss our connecting Eurostar train. We bought seats on the subsequent train and have been trying to claim back this money from our travel insurance. OUIGO, for some reason, refuses to provide a simple letter saying that our train was delayed. Why????? It's a really simple request and honestly I can't understand why a company would refuse to do such a simple thing for a customer. I've tried contacting them again but now they've just gone to ghosting me. I'm really just apalled - this company really makes no attempt to boost customer satisfaction. Stay away as when (not if) you have any issues with them, it's not going to be a pleasant experience.
Recently booked a high speed train from Barcelona to Madrid return and went without issue. Good service, relatively good value in the market. The final star is lost as the boarding process is fairly chaotic and also on the seating map was incorrect for the return leg. Overall a solid experience.
Train from Barcelona to Madrid broke down after 1 hour. We arrived at destination 5 hours later. Lack of communication, unorganised, several toilets closed/not working, the ones working don't even have paper nor soap. When finally another train came to "rescue" us, the guardia civil completely useless, to simply move people from one train to another took them 55 min! because they decided to move groups 1 by 1, creating extra delays....what an incompetence of all services. Finally they told us that at the station in Madrid, there will be some snacks waiting for all....lol...on arrival, they told us, would you like a snack, we said yes where is it? they said, well, still not ready, can you wait until the snacks arrive? hahahaha. WOW!
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