Passenger rights in rail transport

Scope of passenger rights and obligations in rail transport is settled by Regulation (EC) No 1371/2007, which establishes rules as regards the following:

• the information to be provided by railway undertakings in cases of delay or revoke,
• the obligations of railway undertakings to passengers in cases of delay,
• the liability of railway undertakings and their insurance obligations for passengers and their luggage,
• the protection of, and assistance to, disabled persons and persons with reduced mobility travelling by rail,
• the definition and monitoring of service quality standards, the management of risks to the personal security of passengers and
• the handling of complaints.

If you suppose that your rights have been violated, you are entitled to appeal to the rail company which you purchased your ticket from, or any of the rail companies listed on your ticket. You can find all of the required information on complaints or claims on the website of national rail operator. Further information on rail passenger rights and obligations is available on the website of European Union.

If you are not satisfied with the reply you received from the rail operator, you may lodge your complaint to the agency.