Rail Passenger Rights
What are my consumer rights when travelling by train across the EU, Norway or Iceland?
Are you travelling by train in the EU, Norway or Iceland and want to familiarise yourself with your consumer rights? Do you know what are you entitled to if something goes wrong? And where to direct your complaint if you have trouble dealing with the rail operator? Get the answers to your questions here.
EU Regulation 1371/2007
If you travel by train across the EU, Norway or Iceland, you are protected by EU legislation. The basic rights of train passengers apply to all international rail transport services in the EU. If you want to learn more about the rules, you can consult Regulation 1371/2007.
Rail Travel Passenger Rights
As a train passenger in Europe, you are protected by special legislation. You are entitled to accurate, timely and accessible information from the rail company. If the rail service is disrupted, you must get the necessary assistance too.
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Domestic and international rail services are regulated by the following EU rail passenger rights:
- Information
Rail companies and station managers must inform passengers about their rights. Furthermore, rail companies should keep passengers informed about any delays of or disruptions to international rail transport services. Additionally, they may provide information on train offers and tickets.
At the passenger’s request, rail companies, ticket vendors, and tour operators must also provide information on the accessibility of rail transport services, passenger trains, and on-board facilities.
- Buying tickets
Tickets must be available for purchase at staffed stations, at ticket counters, at ticket vending machines, or via the Internet. In the absence of the above options, rail carriers must enable passengers to buy tickets on the train.
Passengers have the right to purchase tickets and make reservations at no additional charge. Station managers and rail carriers must develop and apply non-discriminatory access rules. - Disabilities and/or reduced mobility
If a passenger with reduced mobility or disabilities boards international trains, rail companies and station managers must provide them with assistance. The passenger should give at least 48 hours’ notice of the intended journey, using the communication tool indicated by the rail company (e.g. the phone or a certain website). Assistance should also be provided at connecting stations and the passenger’s destination.
The following basic requirements apply to all rail transport services within the EU, Norway and Iceland: - Safe travelling
Rail carriers, infrastructure managers, and station managers must take adequate measures to ensure passengers’ personal safety both on board trains and in stations. - Baggage liability
The company should compensate for loss of or damage to registered baggage. In the event of injury or death, the company is also responsible for loss of or damage to hand baggage. - Carrier insurance
Rail companies must be adequately insured to cover their liabilities in respect of passengers and baggage.
Please note: in principle, the Regulation applies to all rail journeys and services throughout the EU, Norway and Iceland provided by one or more licensed railway undertakings. However, member states are permitted to grant certain temporary or permanent exemptions, which can be accessed here. These exceptions may apply to urban, suburban, regional, long-distance and domestic trains, as well as international trains that start or finish their journey outside the EU, Norway and Iceland. Before you book your train trip, check with the national enforcement authorities in the country or countries you will travel to if there are any exemptions.
#rail-passenger-rights
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What to do if my train is cancelled?
If your train is cancelled, you are entitled to the following options:
- A ticket refund for the part of the journey not made (full or partial, depending on the situation)
- A return journey to the point of departure
- Transport to your final destination under comparable conditions (which may entail alternative transport, should train services be blocked or suspended) at the earliest opportunity (or on a date of your choosing)
- Overnight accommodation, if required
What if there is a delay of 60+ minutes?
If there is an anticipated delay of more than 60 minutes in reaching the final destination, passengers must be offered a choice between:
- A ticket refund for the part(s) of the journey not made — and, if the journey no longer serves any purpose in relation to the passenger’s original travel plan, for the part already made
- Continuation or rerouting to the final destination under comparable transport conditions at the earliest opportunity
- Continuation or rerouting to the final destination under comparable transport conditions at a later date at the passenger’s convenience
If there is a delay of more than 60 minutes, passengers should be offered:
- Meals and refreshments
- Accommodation
- Transport between the station and the accommodation
- If the train is blocked: transport from the train to the railway station or to the final destination of the service
- If railway service cannot resume: alternative transport
If a train arrives at the final destination at least 1 hour late and the cause of the delay is within the rail carrier’s control, passengers are entitled to the following compensation:
- 25% of the fare for delays of 60-119 minutes
- 50% of the fare for delays of more than 120 minutes
You will not receive compensation if:
- You were informed of a delay caused by a train cancellation before you bought your ticket
- You opted for a ticket refund
#disrupted-rail-service
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Baggage items or personal belongings you don’t bring aboard the train, as well as large or bulky items, are registered and transported separately in the train’s baggage car.
If these are lost, damaged, or delayed, you are entitled to compensation as follows:
- Up to €1,200 per piece of registered baggage based on proof of value of the contents
- €300 per piece of registered baggage in the absence of proof of value of the contents
If you have been injured in a train accident, or you are a dependant of a victim of a fatal train accident, you are entitled to compensation of up to a maximum amount of €1,400 for lost or damaged hand luggage.
Please note that compensation is not due if:
- Your baggage was inadequately packed or unfit for transport
- Baggage is lost, damaged, or delayed due to a mistake on your part
- Damage occurs in circumstances beyond the train service operator’s control
#train-baggage-lost-damaged-or-delayed
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Rail companies must compensate passengers and/or their families in the event of injury or death, provided the cause of the injury or death was not beyond the rail company’s control.
If a passenger is injured in a train accident, the rail company must make an advance payment within 15 days to cover the passenger’s and his/her dependants’ immediate needs. In the event of a death, the minimum payment is €21,000.#injury-or-death-in-train-accident
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Before you submit your complaint to a third party, make sure you have exhausted the transport or travel agency’s service complaints process first.
How to file a complaint with the business?
Rail carriers must have a complaints mechanism available to all passengers. As a rule, complaints should be made to the rail company that issued the ticket. A claim may also be submitted to any other rail company involved in the transport and/or to the authority responsible for the enforcement of the passenger rights regulation in your country.
To make sure the company in question can assess and respond to your complaint as quickly and efficiently as possible, you should provide the following when submitting it:
- Your name and contact details
- A detailed description of your complaint
- The resolution you seek
- Copies of relevant supporting documentation, including your correspondence with the company to date
The rail company must reply within 1 month.
How to file a complaint with an enforcement authority?
If you are not satisfied with the company’s response or proposed solution, you can file a complaint with the relevant national enforcement body in your country, which will provide you with a non-binding legal opinion on how to proceed with your claim.
How to file a complaint with an alternative dispute resolution body?
Alternatively, you can use out-of-court procedures such as alternative dispute resolution. Or, you can submit your complaint via the Online Dispute Resolution platform.
How to take legal action?
It is also possible to take legal action and submit a claim for compensation under EU rules using the European Small Claims procedure.
Alternatively, you can take the matter to court in the country where the rail company is registered (time limits for bringing an action against a rail company vary in accordance with national rules).
#filing-complaints-with-rail-carriers
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Where can I get assistance and advice?
The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.