Rail Passenger Rights

You have certain rights when travelling by Rail in Europe under EU Regulation 1371/2007 (insert link to the Regulation here). 

The regulation is aimed at enhancing and strengthening the rights of rail passengers particularly in the areas of information and ticketing provision, compensation and assistance when travel is interrupted and enhanced rights for disabled persons and persons with reduced mobility.

The National Transport Authority is the designated National Enforcement Body for rail passenger rights in Ireland.  Rail passengers can avail of certain rights as set out below

Application of the Regulation

The Regulation applies to all rail journeys undertaken in the EU.

Member states may exempt some rail services such as long distance domestic, sub-urban and regional services from certain provisions of the regulation.  It is intended that all exemptions will be removed on a phased basis to be fully completed by 2028

Ireland currently applies the following exemptions to all domestic rail passenger services:

Advanced payment for death or injury (Article 13)

Accessibility of Rail infrastructure (Article 21)

Assistance on board for disabled passengers and passengers with reduced mobility (Article 23)

Your Rights to Information

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

  • general conditions applicable to your journey
  • timetables and conditions for the lowest fares and the fastest trip
  • accessibility, access conditions and availability on board of facilities for people with disabilities or reduced mobility
  • all services available on board
  • procedures for reclaiming lost luggage
  • complaint procedures , how to make a complaint
  • contact details for the National Enforcement Body

During your trip, the train operator must give information about on-board services, delays, security and safety issues and 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 in such instances.

Assistance when your journey is delayed or cancelled

Rerouting or reimbursement

If you are informed that your train will arrive at your final destination with a delay of at least 1 hour, or your train is cancelled you have the right to choose between reimbursement or re-routing to your final destination as follows:

  • cancel your travel plans and ask for a refund of your ticket
  • you may also be entitled to a return journey to your initial point of departure, if the delay prevents you from fulfilling the purpose of your trip, 

or

  • transport to your final destination at the earliest opportunity (or on a later date of your choosing) under comparable conditions. This includes by alternative transport modes when the train is blocked and the service is suspended
  • assistance in the form of meals and refreshments (proportionate to the waiting time) if the delay is longer than 1 hour
  • accommodation if you have to stay overnight

Compensation

If you decide to continue your journey as planned or to accept alternative transport to your destination, you may be entitled to compensation as outlined below:

  • 25% of the ticket price if the delay is between 1 and 2 hours
  • 50% if 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
  • you opted for a refund of your ticket

Additional rights for persons with disability or reduced mobility

In addition to the core rights for all passengers the Regulation affords additional rights to disabled passengers and passengers with reduced mobility to ensure that persons with disability and reduced mobility can travel in a way that is comparable to other citizens. These additional rights include:

  • the right to non-discriminatory access to transport at no additional charge;
  • upon request, to be provided with information concerning the accessibility of rail services and stations in accessible formats;
  • assistance free of charge on board trains and at staffed stations (passengers are requested to give 48 hours’ notice of their assistance needs before departure);
  • the right to compensation if the rail undertaking is responsible for the loss or damage of your mobility equipment.

Carriage of bicycles

  • Railway undertakings must allow passengers to bring bicycles on trains – but only if this does not adversely affect the rail service and if the rolling-stock permits. This could include restrictions during busy times on the service. A charge may be made for carrying the bicycle.
  • In addition railway undertakings and/or ticket vendors must provide pre-journey information on availability and access conditions for bikes.

Compensation for luggage which was lost, damaged or delayed

  • 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.

Right to Submit Complaints to the Carriers and National Enforcement Bodies (NEB)

Passengers must be informed about how to make a complaint to the operator, who must have a robust complaint handling system in place.  Passengers must also be provided with the name and contact details of the National Enforcement Body.

If you wish to submit a complaint to the national enforcement body you can do so by emailing  info@nationaltransport.ie, or writing to

National Transport Authority

Maritime passenger rights

Dun Sceine

Harcourt Lane

Dublin 2

 

Telephone 01 8798300

Please provide full details of your journey such as dates, times and the name of the operator, your journey origin and destination stations and a full description of what went wrong.  Please provide your contact details together with any other information relevant to your complaint.  Please include a copy of any correspondence between you and the carrier

You should keep the originals of all correspondences you send and receive.

Useful Documents