Ouigo has made a public apology after preventing a woman from boarding one of its trains with her four children, due to a misunderstanding of one of its policies, so it will now allow an adult to travel with more than two children.
Company sources have acknowledged that there has been a misinterpretation, reiterating their apologies for the damage caused to customers who may have been affected.
Last Tuesday, the high-speed train operator prevented a woman and her four children from entering the service that departed from the Madrid-Chamartín Clara Campoamor station to Valencia Joaquín Sorolla.
The super-reduced child fare that Ouigo has offered in the Spanish market has a limitation of two children for each adult ticket, however, this does not imply that access to the train is prevented for all people who buy the tickets, regardless of their age. age.
Therefore, the company misinterpreted this policy, even if the children also had their tickets purchased, considering that the trip was limited to two children per adult.
“The company is delighted that all families travel with Ouigo, regardless of their composition and number of members,” the operator has clarified.