The Fédération Nationale des Associations d’Usagers des Transports (Fnaut), a member organisation of EPF, has formally called on Renfe Viajeros to comply with European and French regulations requiring the provision of a consumer mediation system.

According to the Directive 2013/11/EU on consumer dispute resolution and Article L.612-1 of the French Consumer Code, all consumers must have access to a mediation system to resolve disputes cordially. This includes clear contact information for mediators and a transparent process for addressing complaints.

Despite these requirements being in force since 2016, Renfe Viajeros has yet to establish a compliant consumer mediation system, as outlined in discussions between Fnaut and Renfe during a videoconference on 14 October 2024.

On 11 December 2024, Fnaut sent a formal letter to Renfe Viajeros, demanding an action plan within 30 days to ensure compliance with these obligations. The letter highlighted the following:

• Renfe’s legal duty to provide a consumer mediation system under European and French regulations;
• The absence of any mediation system currently accessible to Renfe’s passengers;
• The need for Renfe to provide contact details for a mediator and necessary information for consumers to initiate mediation.

Fnaut reiterated that these obligations are already being fulfilled by other high-speed rail operators in France.

Fnaut has stated that if Renfe fails to provide a satisfactory response and action plan within 30 days, they will escalate the matter to the competent authorities to ensure compliance and safeguard consumers’ rights.

EPF fully supports Fnaut’s efforts to protect passengers’ rights. Accessible and transparent mediation processes are crucial for building trust between passengers and transport operators.

For further details, see Fnaut’s formal letter to Renfe Viajeros.