Iarnród Éireann Irish Rail Customer Charter

Iarnród Éireann Irish Rail have developed its own Customer Charter, which sets out the levels and standards of service you are entitled to expect as a customer of Iarnród Éireann.

The Customer Charter deals with issues such as:

(a) Performance and quality standards

(b) Customer information

(c) Ticket refunds

(d) Compensation payments

(e) Complaints procedures

Many aspects of the Customer Charter go beyond the requirements of EC Regulation 1371/2007, particularly in relation to domestic rail travel, and accordingly have no legal status and cannot be enforced by the National Transport Authority. However, the Regulation does enshrine some rights for domestic passengers and guarantees extensive rights for international rail passengers.

Summary of Specific Passengers’ Rights under EC Regulation 1371/2007

Irish Domestic Rail Travel

Irish domestic rail travel is largely exempt from EC Regulation 1371/2007, however passengers on domestic rail services in Ireland now benefit from measures requiring rail operators to:

(a) Make it easy for rail passengers to buy tickets (Article 9).

(b) Compensate passengers where the operator is liable for the loss of luggage (Article 11).

(c) Have adequate insurance (Article 12).

(d) Ensure non-discriminatory access to rail transport for persons with disabilities or reduced mobility relating. This is includes stations, ticket reservations and ticket purchases, at no additional cost (Article 19).

(e) Provide information on the accessibility of rail services to persons with disabilities and persons with reduced mobility (Article 20(1)).

(f) Ensure passengers’ personal security in railway stations and on trains (Article 26).

(g) Compensate passengers in the event of death or injury (Article 13).

International Rail Travel (e.g. Dublin to Belfast Rail Services)

In addition to the rights afforded to passengers on domestic services under the Regulation, passengers on international rail services also benefit from measures requiring:

(a) Railway operators and ticket agents to provide passengers with travel information (Article 8).

(b) Railway operators to make advance payments to cover immediate costs of death or injury associated with use of the rail service (Article 13).

(c) Compensation in the event of delays, cancellations or missed connections (Article 17).

(d) Minimum compensation amounts of 25% of the ticket price for delays between one to two hours, and up to 50% of the ticket price for delays of two hours and more. This is provided the compensation to be paid is greater than €4.

(e) Assistance for passengers (including refreshments, accommodation and alternative travel arrangements where necessary) in the event of delays exceeding 60 minutes (Article 18).

(f) Railway operators to provide assistance, free of charge, to disabled persons and persons with reduced mobility at railway stations and on board trains (Articles 22 and 23) subject to certain conditions (for example, requirement to give advance notice to railway operators) (Article 24).

(g) Railway operators to set up a complaint handling mechanism for the rights and obligations covered by Regulation 1371/2007 (Article 27).

(h) Railway operators to define service quality standards and to implement and monitor an associated quality management system (Article 28).

What should passengers do if they have a complaint about rail travel?

Passengers should always raise any issues or complaints they have with the railway operator first and in Ireland this means contacting Iarnród Éireann Irish Rail.

This should 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 Iarnród Éireann.

Passenger Rights Complaint Form

If you are disappointed 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 (NTA).

To ensure efficient consideration of complaints referred to the NTA, it is advisable to complete the online complaint form, attaching a copy of all correspondence between you and the operator.

You should keep the originals of all correspondence forwarded.

Passenger Rights Complaint Form

It is the policy of the NTA to acknowledge receipt of a complaint within 5 working days and to make a decision on a complaint within one month.

NTA Privacy Notice for Passengers Rights

Useful Documents