- General Enquiries
- Rail Passenger Rights
- Comments or Complaints
- Complaints Procedure under Section 38 of the Disability Act 2005
Rail Passenger Rights
What to do if you have a complaint about rail travel
Passengers should always raise any issues or complaints they have with the railway operator in the first instance – at present in Ireland this means contacting Irish Rail. It is expected that this course of action will result in an appropriate response compliant with their Customer Charter. The Charter suggests trying to resolve any issue at local or station level. If that proves unsatisfactory, or if you prefer not to resolve any issue at local level, the Charter provides relevant contact details for the Customer Relations services of Irish Rail.
Summary of specific passengers rights under EC Regulation 1371/2007
Further information on your rights as a rail passenger under EC Reg 1371/2007 is for download.
What to do if you are unhappy with the railway operator’s decision
If you are dissatisfied with an Irish railway operator’s decision and believe that the railway operator has denied you your rights under the Regulation (or you do not receive a reply within one month of making a complaint covered by the Regulation), you can make a complaint to the National Transport Authority. Complaints to the National Transport Authority should be addressed to:
National Transport Authority,
Public Transport Services Division (Rail Passengers’ Rights),
or by filling in the form here – Passenger Rights Complaint Form
To ensure efficient consideration of complaints referred to the National Transport Authority it is important that a copy of all correspondence between you and the railway operator is forwarded to the National Transport Authority together with your address, telephone and email contact details. You should retain the originals of all correspondence forwarded.
It is the policy of the National Transport Authority to acknowledge receipt of a complaint within 5 working days and to make a decision on a complaint within one month.