Contact and Customer Care

What phone I can contact if I need help?

Our phone from Spain is 902 883 094.

Attention hours are from 9 to 20h, 7 days a week. We will be happy to help with any questions you have about your reservation.

We also can help you with your queries on the email ocio.renfe@viajesreina.com

What kind of queries can I make on this number?

Through our service number you can:

• Get information on your reservation.
• Send us suggestions or requests.
• Get help in your online reservation process.
• Resolve any issue on the use of your vouchers.

Buy it at Renfe Viajes Ocio

What I can buy at Renfe Viajes Ocio?

On the website of Renfe Viajes Ocio you can buy your tickets and reservations for leisure activities in your destination. Our team of specialists is continually selecting deals that are of interest to you. On the web you can find different types of services:

• Tickets to shows with numbered seat. In most theater, musicals, concerts or sports, you can reserve one or more seats for the session that you have chosen.
• Tickets to shows unnumbered. Sometimes, if the site does not have seats, or are not numbered, the customer acquires his pass to access a specific area of the enclosure in the selected session, until full capacity.
• Guided tours and excursions. By hiring a tour you have to choose the day (and hour, in some cases), and you have your place reserved. Some of these tours offer extra services such as hotel pick up or nominative reservation. In these cases, you will be asked for additional information at the time of purchase.
• Entrance fees to museums and parks. These tickets, with some exceptions, are not registered and to use them customer must just follow the instructions on the voucher.

How and when do I get my tickets?

After the purchase, you will receive a confirmation email with a code, and a PDF document with the information of the contracted services. Depending on the type of activity that you have acquired, you will find instructions in this electronic voucher:

• Delivering the voucher directly to access the attraction.
• Using the code to pick up your ticket on arrival (you will find collection sites in product information).
• Downloading an electronic voucher that you can use directly on your mobile phone through your Passbook.

Can I receive tickets at home?

In case you want to send you tickets to a specific place (we do not ship to PO boxes), you can apply at the time of payment, where we will ask data delivery and, in each case, shipping costs are shown, depending on where it is to be shipped.

Note: Not all products offer the possibility of home delivery. At the time of purchase we will indicate whether this option is available.

Delivery time of these shipments is estimated 7-10 days.

Why is not possible to choose a chair with my entry?

In some shows, it is not available seat selection using a map. In these cases, our system is prepared to offer the best seats, respecting that all localities purchased in a single operation will have adjacent seats.

If you have questions before making the purchase, you can contact us at 902 883 094 where we will be happy to help you.

Can I request an invoice?

If you need an invoice for purchased services, you can ask for it on 902 883 094, where we will ask you the tax data and the code of your purchase.

What do I do if when you purchase the web shows me an error?

If it happens any alteration in the purchasing process, or the web does not show you the confirmation of it, contact us and we'll help you on 902 883 094 or ocio.renfe@viajesreina.com.

What if I have not received my confirmation email or I've lost it?

If you have lost your confirmation email, or you have not received it, or it has been forgotten at home when traveling, contact us at 902 883 094 or email ocio.renfe@viajesreina.com.

Use of acquired services

What if the show or the visit I have hired is canceled?

If there are changes in the contracted service, we will contact you via email or phone. It is very important to provide us a valid contact details through which you can be located.

In the event that the cancellation is made once the show starts, or if there is any sudden cause that prevents your celebration, please contact us on 902 883 094 to get your money back or exchange it for another service or equivalent session.

What if I find a cheaper price on another website for product purchased in Renfe Viajes Ocio?

We guarantee the best online price of your booking. If you buy a product on our website, and you find a lower price on another website for the same reservation we will match this price.

To proceed with the application, you must have a confirmed reservation through this website, and send an email to ocio.renfe@viajesreina.com, indicating in the subject "Request Guaranteed Price" and, after studying if your application meets conditions will send you an e-mail confirming the new price of your reservation and proceed to refund the difference.

You have 24 hours after the confirmation of your booking made through our website to send email Request Price Guaranteed.

Check the terms of this guarantee in our General Conditions.