Before 2021, claiming this right was a hurdle. The IA11 system implemented during this year automated the "consulta" (consultation) and execution of this refund. The system was designed to automatically cross-reference the train's actual arrival time with the scheduled time. If a delay threshold was met, the system triggered an automatic notification to the passenger, often via the Renfe app or email, informing them of their eligibility for compensation. This automation bypassed the need for the customer to file a formal complaint in many instances. It transformed a "complaint process" into a "service recovery process."
refers to the internal system architecture that powers Renfe's automatic compensation menu Before 2021, claiming this right was a hurdle