The Council of Ministers has approved this Tuesday, at the proposal of the Ministry of Transport, Mobility and Urban Agenda, a royal decree to enable the presentation of electronic claims by rail transport users.
In accordance with the approved standard, infrastructure managers and railway companies must have computer applications that allow users to access an electronic form in which they can make the claims they deem appropriate.
Passengers may present their claims within the three months following the events that gave rise to it and, once the claim has been made, they must be answered within a month of receipt, informing the claimant, where appropriate, of the measures taken in this regard.
To facilitate the presentation of electronic claims, all web pages where travel tickets can be purchased or reserved must include a direct link to the computer application in which users can make their claims.
As for the physical claims book, which must also be available, it will be available at all facilities where services are provided to the general public and, specifically, at passenger stations and freight terminals.
This can also be found in the fixed installations owned by the company in which transport tickets are issued; in all the trains that carry out passenger transport services and that have personnel in addition to the driving staff; and at all check-in and baggage delivery points.
The General Directorate of Land Transport of the Ministry will determine the conditions of the applications and electronic forms, in such a way as to guarantee the availability, integrity, inalterability and inviolability of their content, allowing the user to keep a proof of their claim that certifies their presentation. , with indication of the date and time, and its content. Likewise, these applications will allow access to their content by the control and inspection body.
The personnel of the infrastructure administrators or railway companies must assist any person who has difficulties in completing their claim, especially in the case of elderly or disabled people. They must also assist any user who requests their assistance in submitting the claim electronically.