Part two of two articles taken from the official Spanish Government website answering a total of twenty questions. Part One is appended by a link at the bottom of this page.

11. Can I move around normally?

Remember first of all that movements are restricted to very strict assumptions. Avoid leaving home as much as possible except for causes that cannot be postponed

The public transport network can only be used to solve the mobility needs that these strict assumptions require, and it works every day so that they can be done in the best possible conditions.

On March 24, an order was published in the BOE stating that railway services must reduce their frequencies by 50% in off-peak hours, but up to 80% of frequencies will be maintained at peak times to guarantee the necessary distance between passengers,

However, since peak and trough hours may vary in each case and circumstances are not uniform throughout the country. Operators will have some flexibility to slightly adapt these percentages according to each local area. In addition, we have established a security personnel device to order access to stations that can accommodate the largest number of travellers.

It is also important that you try to separate yourself as much as possible from the people next to you (at least one meter).

12. I need to travel during the alarm state. Where do I buy the ticket? What security measures should I respect?

In case of maximum need, you can buy your ticket through our usual channels. We recommend doing so at renfe.com, the Renfe Ticket App or the RenfeContigo telephone sales service (912320320) to avoid contact and payment in cash.

Tickets to travel during the alarm state will be all economy class and will not have a seat number assigned . Travellers will be informed before boarding what distances they must maintain between them during the trip. To facilitate the distances between people, only 1 out of every 3 seats on the train will be on sale.

13. I have a train ticket to travel from March 29th. Will I be able to travel? Could I change or cancel it?

If you already have a ticket to travel on a date after the alarm status is declared, you can make any changes without charges through the usual channels, although initially your rate does not allow it. Likewise, you can cancel your ticket and get a refund without expenses if your rate contemplates the possibility of cancellation. If not, you can recover the amount of your ticket in Renfe Points or through a return code that you can redeem on your next trip by calling 918 314 520.

14. My airline does not attend to my claims. What can I do?

If the company does not respond to a complaint or the answer is not satisfactory, you can:

  • Claim before the State Aviation Safety Agency (AESA).
  • Appeal to the courts in a private capacity if you consider that your rights have been violated.

In any case, given the different situations that may arise and in order to answer all your questions, the State Aviation Safety Agency has reinforced its “call centre” to assist you on the phone +34 913968210 from Monday to Friday from 8:30 a.m. 14:30.

15. In the event that my flight has been canceled due to COVID-19, will I be refunded?

In the event of a flight cancellation, the company must offer the passenger the choice between one of the following three options:

  • Refund
  • Alternative transportation as soon as possible
  • Alternative transportation on another date that suits the passenger

In the current situation and in some cases, the right to alternative transportation as quickly as possible may be affected as there is no certainty as to when transportation can be restored on certain cancelled routes. In these situations, reimbursement options or transportation at a later date that is more convenient for the passenger are more beneficial for the passenger.

In the case of round-trip flights purchased in the same reservation, if the outbound flight is canceled and the passenger chooses reimbursement, this also applies to the return flight. If they have been purchased in different reservations, only the refund of the price of the canceled journey would proceed.

In any case, given the different situations that may arise and in order to answer all your questions, the State Aviation Safety Agency has reinforced its “call center” to assist you on the phone +34 91.396.82.10 from Monday to Friday from 8: 30 to 14:30.

16. What are my rights as an air passenger?

You can check your rights at the following link: https://www.seguridadaerea.gob.es/

Likewise, in view of the different situations that may arise and in order to answer all your questions, the State Aviation Safety Agency has reinforced its “call center” to assist you on the phone +34 91.396.82.10 from Monday to Friday from 8:30 a.m. 14:30.

Finally, in the cases of cancellation, delay or denial of shipment due to COVID-19, the following interpretations are established:

Right to reimbursement or alternative transportation

In the event of a flight cancellation, the company must offer you one of the three options:

  • Refund
  • Alternative transportation as soon as possible
  • Alternative transportation on another date that suits the passenger

In the case of round-trip flights purchased in the same reservation, if the outbound flight is canceled and the passenger chooses reimbursement, this also applies to the return flight. If they have been purchased in different reservations, only the refund of the price of the canceled journey would proceed.

Right to attention (food, drink, accommodation …)

If you are affected by the cancellation of the flight, you must receive sufficient food and drink from the airline for the time you must wait, as well as accommodation and transportation between the accommodation and the airport in case it is necessary to stay one or more nights. .

In addition, airports must pay attention to passengers with disabilities or reduced mobility as provided in Reg. (CE) nº1107 / 2006.

Attention: the company ceases to have this obligation if you choose reimbursement or alternative transportation on another date that is convenient for you. Therefore, you only hold this right while you wait to be transported to your final destination.

Right to compensation

When the cancellation of a flight is due to extraordinary circumstances that could not have been avoided by the company, the company is not obliged to pay financial compensation.

In this context, flights canceled as a consequence of the prohibitions or restrictions issued by the authorities, flights cancelled because they are expected to be empty, or that are cancelled for the sake of protecting the health of the crew, are considered extraordinary circumstances. This consideration also extends to return flights.

The cases listed are not considered exhaustive and there could be other circumstances related to COVID-19 that could also be considered extraordinary.

17. I work as a carrier …

First of all, thank you for the work that our carriers are doing every day to guarantee the supply of our citizens and our productive system in general.

We know the difficulties you face every day, and we are working hard to make your job as easy as possible.

Regarding the measures implemented, the Ministry has worked to:

  1. Guarantee your access to basic cleaning and maintenance services, as well as to make your working conditions more flexible (flexible daily driving times and more reduced weekly breaks that can be done in the cabin).
  2. Extend the validity of professional driver qualification cards that could not be renewed as a result of the state of alarm so that these drivers can continue doing their work.
  3. Allow the opening of driverless vehicle leasing offices for professional use by freight forwarders.
  4. Clarify that two people can go in the cabin of the vehicle when needed due to transport conditions

We are also working with the European Union to:

  1. Make the driving and rest time conditions more flexible so that they are applicable to the international transport of goods throughout the European territory.
  2. That the use of driver qualification cards that have not been able to be renewed as a consequence of the current health emergency is allowed.
  3. Promote the possibility of using expired official permits and certificates during these dates, given the impossibility of being able to carry out the renewal (ADR, Driving License, CAP, ITV, etc.), extending this also to the maritime mode.
  4. The implementation of a common, reliable and up-to-date information point for all the land transport restrictions that are being established at the European Union level

Our intention is to facilitate the realization of your work, contributing, in the same way, to ensure the transport of goods by road at all times.

Likewise, the Ministry has done a very intense work of dissemination and awareness of its importance and its obligation. The response is being very positive, with a clear commitment from both the shipper associations and the fuel supplier associations.

The Civil Guard and the Autonomous Police are also collaborating in its dissemination, visiting the service stations and explaining the rule.

18. As a carrier, where can I find out about the restrictions that I am going to find when travelling in other EU countries?

Carriers play an essential role in guaranteeing the supply of our citizens and we are working to adopt measures that make your job as easy as possible so that you can do it in the best possible conditions.

Along these lines, in collaboration with the European Commission, a platform has been created to provide information on the measures adopted by the different Member States, which you can access through the following link: https://ec.europa.eu/ transport / coronavirus-response_en

Likewise, in the following link you can find out about the measures to make driving and rest times more flexible that the different States have adopted: https://ec.europa.eu/transport/sites/transport/files/temporary-relaxation-drivers- covid.pdf

19. Have the restrictions to enter Spain been increased?

Yes, from March 23 they will only be able to access through the border posts of ports and airports:

  • Nationals and residents in Spain;
  • Residents in other countries of the European Union or Schengen Associated States to go to their places of residence;
  • Holders of a long-term visa issued by a Member State and applying to it;
  • Cross-border workers;
  • Healthcare or elderly care professionals;
  • Personnel dedicated to the transport of goods;
  • Diplomatic staff; 
  • People traveling for imperative family reasons or for duly justified reasons of force majeure.

The closure, on a temporary basis, of the land posts enabled for entry and exit from Spain through the cities of Ceuta and Melilla has also been agreed.

This measure is in addition to the reintroduction of controls at the internal land borders with Portugal and France

THESE RESTRICTIONS WILL HAVE AN INITIAL DEADLINE OF 30 DAYS

20. How will the Ministry act with the works contracts that are affected?

In the current works contracts, the contractor may request the suspension or the extension of the term when it is justified that it is not possible to continue the works or meet the initial delivery term as a consequence of COVID-19 or the measures adopted by the administrations. In this case, the companies will be compensated for the wages and other expenses they incur during this time, without terminating the contract or applying a sanction.

The contracts necessary to guarantee the mobility and security of transport infrastructure and services and those awarded by public entities that are listed on official markets and do not obtain income from the General State Budgets are exempt from this specific regime.