Accessible trains, metros, buses, taxis and airports and how to get help

Key rules

• Renfe notice: Book Atendo at least 12 hours before departure.
• Airport notice: Ask for airport assistance through your airline or travel agent at least 48 hours before the flight.
• Cost: Airport assistance is free for you.
• Late requests: If you missed the deadline, still ask for help at the station or airport, but it may not be available.

Assistance must be requested in advance

Renfe, airports and city transport all offer help, but trains and flights need a request before you travel. Ask early. The planner and checklist below walk you through each step.

Trains: Renfe Atendo

Renfe's free assistance service is called Atendo. You can book it by the free Atendo phone line, on the Renfe website or app, or at station ticket offices and Atendo points. Give the train, the date, your start and end stations, and the help you need, for example a wheelchair.

You generally do not need a disability certificate to book. Staff confirm your assistance, and on the day you go to the Atendo meeting point at the station. Phone numbers and web steps can change, so check them with Renfe.

Airports: AENA and your airline

Airport assistance is free for you. Ask for it through your airline or travel agent at least 48 hours before the flight. You can also use the request form or phone line on the website of AENA, the company that runs most Spanish airports.

If you did not pre-book, you can still ask at the assistance points in the airport. Pre-booking is strongly advised, because late requests are harder to serve.

City metros and buses

Large-city metros (Madrid, Barcelona, Valencia, Bilbao, Sevilla) and city buses are mostly step-free, with ramps and wheelchair spaces. Older metro stations may have no lift. Before a city journey, check which stations have lifts with your local transport authority. Standards differ by city and region.

Taxis

Taxis are the weakest point. Accessible taxis (eurotaxis) are required in set quotas, commonly around 5% of licences, and the share varies by city. Ask your local taxi service or town hall how to book one, and book ahead rather than hailing one on the street.

If help does not turn up

Complain in writing and keep copies of your tickets and messages.

• Flights: complain first to the airline, and to AENA if the airport failed you. If that gets nowhere, go to AESA, the state air safety agency, which can sanction.
• Trains: complain to Renfe or the other operator, then to AESF, the state rail safety agency, or the Ministry of Transport.
• Other routes: you can also use a consumer office, the national ombudsman (Defensor del Pueblo) or OADIS, the state disability-rights office. You can claim damages in a civil court.

For maps of accessible stations and local help, see the resources below. If you are weighing up which city to live in, check the lifts on the lines you would use daily.

Planner for an assisted train or flight journey in Spain

Your assisted journey, step by step

• Choose your train or flight and check the station or airport has an assistance service: before you book

• Ask Renfe Atendo for assistance for your train journey: at least 12 hours before departure

• Go to the Atendo meeting point at the station, often signposted at the main entrance or information point, and tell the staff who you are: about 30 minutes before the train leaves, or as told when you booked

• Go to the marked airport meeting point at the terminal entrance or car park, then press the call button or tell a member of staff: at least 2 hours before departure, or as your airline tells you

• Let airport staff escort you through check-in, security and boarding: after you call at the meeting point

• If you missed the notice period, still ask for help at the station or airport, as late requests may be attended if staff are available: if you asked late

Checklist

• Book Renfe Atendo at least 12 hours before departure, by the free Atendo phone line, the Renfe website or app, or at a ticket office or Atendo point.

• Give the train, date, origin and destination stations, and the type of help you need, such as a wheelchair.

• Use the assistance request form or phone line on the AENA website if you want to contact the airport side directly.

What to watch out for

• Assistance may not turn up: Rail or airport assistance can fail to be provided, leaving you stuck at a station or terminal. Keep your booking confirmation and complain in writing the same day to the airline, AENA or Renfe.

• Complaints that stop at the operator: If the airline or Renfe does not fix the problem, your complaint can stall. For flights, escalate to AESA, the state aviation safety agency. For trains, go to AESF, the state rail safety agency, or the Ministry of Transport. You can also use a consumer office or claim damages in a civil court.

• Late requests are riskier: Asking after the notice period makes it more likely that help will not be ready when you arrive. Ask at least 12 hours ahead for Renfe and at least 48 hours ahead for flights.

Accessibility maps and assistance services in major Spanish cities

Where to look up accessible routes and get assistance

• Renfe Atendo: Book assistance on Renfe trains through the Atendo page on Renfe's website, at the station, or by the Atendo phone line. Take the current phone number from the Atendo page.

• Your airline or travel agent: Request free airport assistance for reduced mobility. They pass your request to the airport.

• AENA, the company that runs most Spanish airports: Check the accessibility page and your airport's contact page for the current assistance contacts and general customer line.

• Your city council (ayuntamiento) website: Search for 'accesibilidad', 'discapacidad' or 'movilidad' to find accessible routes, transit information and the local accessibility department. There is no single national map, so each large city publishes its own.

• Council citizen information office (Oficina de Atención al Ciudadano, or call 010 where available): Ask which office handles accessibility if your town has no specific department. You can also file a written request or complaint at the council registry or its online office.

• Local disability associations and regional disability federations: Ask them to point you to the right office and to local accessible-route guides.

Phone numbers, forms and city tools change often. Take them from the official Renfe, AENA or city council pages.

Frequently asked questions

What can I do if airport assistance is not provided?

Complain in writing to the airline first, and to AENA if the airport failed you. If that gets nowhere, take it to AESA, the state aviation safety agency, which can sanction airlines and airports.

What can I do if Renfe fails to give me assistance?

Complain to Renfe or the train operator first. Then you can go to AESF, the state rail safety agency, or the Ministry of Transport. A consumer office, the Defensor del Pueblo (Spain's ombudsman) or a civil court claim are further options.

Are taxis in Spanish cities accessible for wheelchair users?

Taxis are the weakest point: accessible taxis (eurotaxis) are only a share of licences, commonly around 5%, and the share varies by city. Metros and city buses are mostly step-free, though older metro stations may lack lifts. Ask your local transport authority which stations and taxi services suit you.