The OMIC continues to provide its services to the public electronically and through the 010 phone service. Claims and enquiries will continue to be preferably dealt with online. For those inquiries or complaints that require face-to-face attention, you must make an appointment in advance on the municipal procedures portal ajuntament.barcelona.cat/cita/omic, by calling 010, or at the Municipal Procedures Kiosk.

Rail travel

Barcelona is one of the cities with the best rail connections in Spain, and it has a large network of commuter trains as well as trains covering long and medium distances. Trains are the means of transport increasingly chosen by the public to travel between the city and the municipalities in its metropolitan area and around Catalonia. 

You need to know the rail services well and be aware of your rights as consumers:

  • The transport company must provide clear information on prices, timetables and the terms of cancellation, including any possible penalties. It must also be transparent regarding the services it offers and the different categories of travel, if there are any.
  • Do not discard your ticket before reaching your destination, as you may need it if you wish to make a claim.
  • Remember that, if the train is over an hour late, you are entitled to a refund for the price of the ticket or to make the journey using an alternative means of transport provided by the company. In the latter case, you are entitled to 25% of the ticket price by way of compensation. If it is more than two hours late, you will be entitled to half the price. In addition, in all these cases the company must also give you free food and drink and accommodation where appropriate, as well as travel.
  • If the journey is cancelled, you are entitled to a full refund of the ticket price. If the company gives you four hours’ notice of cancellation, you will be entitled to twice the price of the ticket.
  • As to luggage, railway companies are not liable in the event of loss or damage unless it was caused by their own negligence.

Remember that you can ask the company for the claims book if there are any problems with the service. You can also contact them using the web form or by phone, using the company’s incident number to make sure there is a record of your claim. You should receive an answer within 30 days. If you do not receive an answer within this time, contact the OMIC or the Barcelona office of the Catalonia Transport Arbitration Board, which is located at Avinguda Josep Tarradellas, 2, 5a planta. You can also contact the Board by phone (93 495 80 44) or by email at jat.tes@gencat.cat.