Rail passenger rights

Passengers are entitled to reimbursement of the ticket or rerouting in case of missed connections due to delays or cancellation of services. Where the transport contract is for a return journey, compensation for delay on either the outward or the return leg shall be calculated in relation to half the price paid for the ticket.

Furthermore, in case of a delay in arrival or departure, passengers should be kept informed of the situation and of the estimated departure and arrival time. The railway company is also obliged to provide assistance to passengers in the event of a delay of over an hour leading to a missed connection or cancellation service, including where appropriate:

• meals and refreshments in reasonable proportion to the waiting time;

• hotel or other accommodation, and transport between the railway station and place of accommodation, in cases where a stay of one or more nights becomes necessary;

• if the train is blocked on the track, transport from the train to the railway station, to the alternative departure point or to the final destination of the service.

The regulation also prescribes special rules for people with reduced mobility. Railway undertakings shall ensure that such people shall have non-discriminatory access to transport - they have the right to obtain a ticket and reservation for any rail journey, similar to other passengers.

Furthermore, the railway company must ensure all train and station facilities are accessible. Assistance must also be provided in relation to boarding, changing to a connecting service and disembarking. It is to be noted that although assistance should be free, this is made subject to the condition that people with reduced mobility have notified their needs in advance.

The new regulations also prescribe rules for compensation in respect of mobility equipment, should the need arise. In this case, the railway undertaking is completely liable for the loss or damage to mobility equipment.

Finally, railway companies, in agreement with public authorities and station managers, shall take adequate measures to ensure a high level of security in railway stations and on trains. The regulation also provides for the establishment of a complaint-handling mechanism to help passengers.

The railway company shall also make its contact details, time limits and working languages widely known to passengers.

This information was provided by the European Consumer Centre, Malta.