You are protected against discrimination based on your nationality, place of residence or disability when you buy a ticket or during travel.
DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY
You have the same right to travel as other passengers and you should be able to travel without difficulties at no extra cost.Upon request, rail undertakings, ticket vendors and tour operators will inform you about the accessibility of rail services, the access conditions applied and the facilities on board. Rail undertakings and station managers will assist you at stations and when getting on or off trains. You should give notice to the rail undertaking, ticket vendor or tour-operator about your assistance needs at least 48 hours before your journey. If any of your mobility equipment or other specific equipment is lost or damaged due to a fault of the rail undertaking, you have the right to compensation.
Rail undertakings, tour operators and station managers need to inform you about your rights. Rail undertakings will also keep you informed about their offers and tickets as well as delays and other disruptions on their rail transport services. This information will be made accessible to disabled passengers where possible.
ASSISTANCE IN THE CASE OF DELAY OR CANCELLATION
You should be kept informed of any delays, the estimated departure and arrival times as soon as the information becomes available. In the event of a delay of more than an hour, you will be offered meals and refreshments (if they can be reasonably supplied), accommodation (if necessary) and transport to and from where you’re staying. This should be supplied free of charge. If the train is blocked on the track, transport from the train to the railway station or to your final destination will be made available, where and when physically possible. If a railway service cannot go on, rail undertakings must organise alternative transport services for you as soon as possible.
REROUTING OR REIMBURSEMENT IN CASE OF DELAYED ARRIVAL
When arrival to your final destination under the transport contract is expected to be delayed by more than 60 minutes, you will be given the choice between:
- refund of the full price of the ticket if you decide not to keep travelling and, if necessary, a return trip to your first point of departure
- continuation or re-routing to the final destination at the earliest opportunity
- rebooking the trip to the final destination for a later date at your convenience.
COMPENSATION IN CASE OF DELAY OR CANCELLATION
You’re entitled to 25 % of your ticket price in compensation for a delay in arrival to your final destination of between one and two hours. For any delays longer than this, you should receive 50 % of your fare in compensation. You should receive the payment within one month after submitting your claim in vouchers or in cash (on request). Compensation will be paid only if it amounts to at least €4, with special rules for passes such as InterRail, Eurail, etc. and season tickets
LIABILITY TOWARDS THE PASSENGER AND LUGGAGE
Rail undertakings can be held liable and must be properly insured in the case of injury or death as the result of an accident or (subject to certain criteria) loss and damage to hand and/or registered luggage. You or your relatives are entitled to compensation for loss or damage resulting from death or injury, unless the cause is outside the control of the railway. An advance payment to meet the costs of the immediate needs of the affected passenger or his or her dependents will be made by the railway undertaking. The amount will be at least €21,000 in the event of a passenger’s death.
NOT SATISFIED WITH HOW YOUR RIGHTS HAVE BEEN APPLIED?
- First contact the rail undertaking which issued the ticket (you can also submit your claim to any other rail under taking involved in the transport).
- Briefly summarise your complaint – do not forget to provide dates, booking references, details of anyone you may have spoken to and any relevant documentation.
- Remember to keep a copy of your documents and to allow a reasonable period for investigation.
If you’re not satisfi ed with the rail undertaking’s response, you can complain to one of the national enforcement bodies listed on the back page of the leafl et. Remember to provide copies of relevant correspondence.
For further information on your rights relating to national long-distance, regional, suburban and urban services, please contact your rail undertaking, tour operator or ticket vendor or turn to the National Enforcement Body in your country.