Passenger rights are limited to claims relating directly to a delayed or cancelled train. Arriving late for an appointment, for example, does not constitute a right to claim for compensation according to the contract of carriage.
Reimbursement and rerouting
If a delay of more than 60 minutes is anticipated in reaching the final destination, you must be offered a choice between
reimbursement of the full cost of the ticket for the part(s) of the journey not made, AND for the part already made if the journey no longer serves any purpose in relation to your original travel plan
continuation or rerouting, under comparable transport conditions, to the final destination at the earliest opportunity or at a later date of convenience to you.
you are entitled to compensation if your train arrives at least one hour late at the final destination, provided the cause of the delay was within the control of the rail carrier. Compensation is calculated as follows –
- 25% of the fare paid for delays between 60 and 119 minutes
- 50% of the fare paid for delays of more than 120 minutes
Payment should be made within one month of your‘s submitting a claim.
Assistance in case of delay/cancellation
You must be kept informed of the situation, including the estimated departure time and estimated arrival time, as soon as such information is available. In the case of a delay of more than 60 minutes, you should also be offered:
- meals and refreshments, if they can reasonably be supplied
- hotel or other accommodation, including transportation between the station and same
- where the train is blocked on the track, transport from the train to the railway station or to the final destination of the service, where and when physically possible.
Rail carriers must organise alternative transport services where the railway service cannot be continued any more.
Right of complaint
Rail carriers must have a complaints mechanism available to all passengers. As a rule, complaints should be made to the rail company which issued the ticket.