Rail passenger rights

EU rules on rail passenger rights apply when you travel by rail within the EU , and generally apply to all rail journeys and services.

When you buy your ticket, the railway company or ticket vendor must give you clear information on:

• general conditions applicable to your journey
• journeys including one or more connections, if the ticket (or tickets) you bought is a through-ticket
• time schedules and conditions for all available fares, in particular the lowest fares, as well as time schedules and conditions for the fastest trip
• any disruptions or delays (planned and real time updates)
• accessibility, access conditions and availability on board of facilities for people with disabilities or reduced mobility
• services available on board (including Wi-Fi and toilets)
• available capacity for bicycles, and rules for travelling with a bicycle
• procedures for reclaiming lost luggage
• complaint procedures
• your passenger rights under EU rules and what to do if your train is cancelled or delayed

During your trip, the train operator must give information about on-board services (including Wi-Fi), the next station, disruptions and delays, security and safety issues and main connecting services. If your train is delayed or cancelled, the operator must give you information on the situation in real time and provide information on your rights and obligations.

What went wrong?

• Your train was cancelled
• Your train was delayed
• You missed your connection
• Your luggage was lost, damaged or delayed
• You were injured in a train accident
• You are a dependant of a victim of a fatal train accident

Your train was cancelled

If you are delayed due to a cancelled train, meaning you would arrive at your final destination with a delay of more than 60 minutes, you have the right to choose between:

• a refund of your ticket within 30 days – this may be a full or partial refund (covering the part of the journey not made), and a return journey to your initial point of departure, if, the delay due to the cancelled train prevents you from fulfilling the purpose of your trip, or
• continuing or re-routing your journey under comparable conditions to reach your final destination at the earliest opportunity, at no additional cost, or
• continuing or re-routing your journey at a later date of your choosing under comparable conditions, at no additional cost. This includes alternative transport to get you to your final destination when the train is blocked and the service is suspended.

Assistance and alternative travel arrangements

In addition, you are entitled to assistance in the form of meals and refreshments (proportionate to the waiting time). You also have a right to a hotel or other accomodation - where and when physically possible - if you have to stay overnight or an additional stay is necessary due to the cancelled train. This includes a right to transport between the hotel/accommodation and the station.

In the event of a cancellation, the railway company may allow you, upon request, to make your own alternative travel arrangements with other transport service providers (including rail and other modes of transport) which would enable you to reach your final destination under comparable conditions. In this case, the railway company will reimburse the costs you incurred.

However, if the railway company does not inform you of the available re-routing options within 100 minutes of the scheduled departure of the cancelled train, you are entitled to make your own alternative travel arrangements without the agreement of the railway company with other public transport services i.e. rail, coach or bus. The railway company must then reimburse the necessary, appropriate and reasonable costs that you incurred making these alternative arrangements.

Even if you decide to continue your journey as planned or accept alternative transport to your destination, you may also be entitled to compensation if your arrival is delayed by 60 minutes or more. Note that national rules in some EU countries may grant more favourable re-routing conditions to passengers.

Compensation – cancellation

• 25% of the ticket price if the delay is between 1 and 2 hours
• 50% of the ticket price if the delay is 2 hours or more

You will not receive compensation if:

• you were informed of a delay caused by a train cancellation before you bought your ticket
• the delay - due to continuing your journey with a different service or re-routing is less than 1 hour
• you opted for a refund of your ticket
• the cancellation was caused by extraordinary circumstances

Extraordinary circumstances - cancellation

Compensation is not due if the railway company can prove that the cancellation was caused by events, the consequences of which, the railway company could not prevent or avoid even if all reasonable measure had been taken, for example:

• Extreme weather conditions, major natural disasters or pandemics – incidents not related to the operation of the railway.

• Individuals on the rail tracks, cable theft, on-board emergencies, law enforcement activities, sabotage or terrorism – events linked to the conduct of a third party.

In these situations you are not entitled to compensation, however, your other rights, i.e. the reimbursement of your ticket or re-routing and assistance, continue to apply. Note that strikes by rail company staff are not considered as extraordinary circumstances.

Your train was delayed

If you are informed at departure that your train will arrive at your final destination with a delay of 60 minutes or more, you have the right to:

• a refund of your ticket within 30 days – this may be a full or partial refund (covering the part of the journey not made), and a return journey to your initial point of departure, if the delay prevents you from fulfilling the purpose of your trip, or
• continuing or re-routing your journey under comparable conditions to reach your final destination at the earliest opportunity, at no additional cost, or
• continuing or re-routing your journey at a later date of your choosing under comparable conditions, at no additional cost. This includes alternative transport to get you to your final destination when the train is blocked and the service is suspended.

Assistance and alternative arrangements

If your rail service has a delay at departure or arrival of 60 minutes or more, you are entitled to assistance in the form of meals and refreshments (proportionate to the waiting time). You also have a right to a hotel or other accommodation – where and when physically possible - if you have to stay overnight or an additional stay is necessary due to the delayed train. This includes a right to transport between the hotel/accommodation and the station.

If you are informed at departure that your train will arrive at your final destination with a delay of 60 minutes or more, the railway company may allow you, upon request, to make your own alternative travel arrangements with other transport service providers (including rail and other modes of transport) which would enable you to reach your final destination under comparable conditions. In this case, the railway company will reimburse the costs you incurred.

However, if the railway company does not inform you of the available re-routing options within 100 minutes of the scheduled departure of the delayed train, you are entitled to make your own alternative travel arrangements without the agreement of the railway company with other public transport services i.e. rail, coach or bus. The railway company must then reimburse the necessary, appropriate and reasonable costs that you incurred making these alternative arrangements.

Even if you decide to continue your journey as planned or accept alternative transport to your destination, you may also be entitled to compensation if your arrival is delayed 60 minutes or more. Note that national rules in some EU countries may grant more favourable re-routing conditions to passengers.

Compensation - delay

• 25% of the ticket price if the delay is between 1 and 2 hours
• 50% of the ticket price if the delay is 2 hours or more

You will not receive compensation if:

• you were informed of a delay before you bought your ticket
• the delay - due to continuing your journey with a different service or re-routing is less than hour
• you opted for a refund of your ticket
• the delay was caused by extraordinary circumstances

Note that national rules in some EU countries and/or the terms and conditions of some railway companies may allow for more favourable compensation conditions to passengers.

Extraordinary circumstances - delay

Compensation is not due if the railway company can prove that the delay was caused by events, the consequences of which, the railway company could not prevent or avoid even if all reasonable measure had been taken, for example:

• Extreme weather conditions, major natural disasters or pandemics – incidents not related to the operation of the railway

• Individuals on the rail tracks, cable theft, on-board emergencies, law enforcement activities, sabotage or terrorism – events linked to the conduct of a third party.

In these situations you are not entitled to compensation, however, your other rights, the reimbursement of your ticket or re-routing and assistance, continue to apply. Note that strikes by rail company staff are not considered as extraordinary circumstances.

You missed your connection

If you have a through-ticket for a train journey that involves one or more train connections (to reach your final destination) and you miss your connection(s), and it is expected that you will arrive at your final destination with a delay of 60 minutes or more due to this missed connection, you have the right to:

• a refund of your ticket within 30 days – this may be a full or partial refund (covering the part of the journey not made), and a return journey to your initial point of departure, if the delay due to the missed connection prevents you from fulfilling the purpose of your trip, or
• continuing or re-routing your journey under comparable conditions to reach your final destination at the earliest opportunity, at no additional cost, or
• continuing or re-routing your journey at a later date of your choosing under comparable conditions, at no additional cost. This includes alternative transport to get you to your final destination when the train is blocked and the service is suspended.

Assistance and alternative arrangements

If your rail service has a delay at departure or arrival of 60 minutes or more, you are entitled to assistance in the form of meals and refreshments (proportionate to the waiting time). You also have a right to a hotel or other accommodation – where and when physically possible - if you have to stay overnight or an additional stay is necessary due to the missed connection. This includes a right to transport between the hotel/accommodation and the station.

Your rights in the event of a missed connection apply if you have a through-ticket for your train journey. You should be informed before purchasing your ticket (or tickets) if the ticket is a through-ticket. If you are travelling on individual tickets these rights do not apply but there might be arrangements in place between your railway company and other railway companies to ensure the continuation of your journey in the event of a missed connection (e.g. “Hop on the next available train” (HOTNAT) or the “Agreement on Journey Continuation” (AJC)).

If you are informed at departure that your train will arrive at your final destination with a delay of 60 minutes or more, the railway company may allow you, upon request, to make your own alternative travel arrangements with other transport service providers (including rail and other modes of transport) which enable you to reach your final destination under comparable conditions. In this case, the railway company will reimburse the costs you incurred.

However, if the railway company does not inform you of the available re-routing options within 100 minutes of the scheduled departure of the delayed train, you are entitled to make your own alternative travel arrangements without the agreement of the railway company with other public transport services i.e. rail, coach or bus. The railway company must then reimburse the necessary, appropriate and reasonable costs that you incurred making these alternative arrangements.

Even if you decide to continue your journey as planned or accept alternative transport to your destination, you may also be entitled to compensation if your arrival is delayed 60 minutes or more. Note that national rules in some EU countries may grant more favourable re-routing conditions to passengers.

Compensation – delay due to a missed connection

• 25% of the ticket price if the delay is between 1 and 2 hours
• 50% of the ticket price if the delay is more than 2 hours

You will not receive compensation if:

• you were informed of a delay before you bought your ticket
• the delay due to continuing your journey with a different service or re-routing is less than 1 hour
• you opted for a refund of your ticket
• the delay was caused by extraordinary circumstances

Note that national rules in some EU countries and/or the terms and conditions of some railway companies may grant more favourable compensation conditions to passengers.

Extraordinary circumstances - missed connection due to a delay

Compensation is not due if the railway company can prove that the delay which caused you to miss your connection(s) was due to events, the consequences of which, the railway company could not prevent or avoid even if all reasonable measure had been taken, for example:

• Extreme weather conditions, major natural disasters or pandemics – incidents not related to the operation of the railway

• Individuals on the rail tracks, cable theft, on-board emergencies, law enforcement activities, sabotage or terrorism – events linked to the conduct of a third party

In these situations you are not entitled to compensation, however, your other rights, the reimbursement of your ticket or re-routing and assistance, continue to apply. Note that strikes by rail company staff are not considered as extraordinary circumstances.

Your luggage, mobility equipment was lost, damaged or delayed

You may take items of luggage (including animals), that can be easily handled on board with you. Other large or bulky items, such as articles or animals likely to annoy, inconvenience or cause damage to other passengers, should be sent as registered luggage (in line with your rail operator's general conditions of carriage). These items will be transported in the baggage car of the train.

If your registered luggage is lost or damaged, you have a right to compensation except in certain circumstances, such as where your luggage was inadequately packed or unfit for transport. If there is a delay in the delivery of your registered luggage, you also have a right to compensation, unless this was due to a mistake on your part or because of circumstances beyond the control of the train operator.

If your wheelchair or other mobility aid is damaged or lost by the railway company or station manager, you are entitled to compensation to cover the cost of replacing or repairing it. The cost of a temporary replacement is also covered, where these costs are reasonable. Compensation is also due for the loss of or injury to your assistance dog by the railway company or station manager.

Compensation amounts

• Up to €1,200 per piece of registered luggage if you can prove the value of its contents
• €300 per piece of registered luggage if you can't prove the value of its 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 (this also applies to any animals you may have brought with you).

You were injured in a train accident

If you are injured in a train accident, you are entitled to compensation, with an advance payment to be made within 15 days of the accident to cover your immediate needs.

You are a dependant of a victim of a fatal train accident

If you are a dependant of a victim of a fatal train accident, you have the right to compensation, with an advance payment to be made within 15 days of the accident to cover your immediate needs. This advance payment is at least €21,000 per victim.