As regras no transporte ferroviário de passageiros estão diferentes. Desde o passado dia 1 de janeiro, data da entrada em vigor da liberalização total do setor, que os utilizadores têm mais direitos — como o de ter indemnizações de parte do preço do bilhete, em caso de atrasos nos comboios.
Com as novas regras, atrasos de 60 a 119 minutos podem obrigar ao reembolso de 25% do valor do bilhete.
Além disso, a empresa de transportes tem de informar os passageiros de qualquer supressão temporária dos serviços, através dos meios adequados, com uma antecedência mínima de cinco dias. Anteriormente, não havia prazo obrigatório para essa comunicação.
Com as novas regras, atrasos de 60 a 119 minutos podem obrigar ao reembolso de 25% do valor do bilhete.
Além disso, a empresa de transportes tem de informar os passageiros de qualquer supressão temporária dos serviços, através dos meios adequados, com uma antecedência mínima de cinco dias. Anteriormente, não havia prazo obrigatório para essa comunicação.
Rail passenger rightsCancellation or delay
If your train is cancelled or delayed, you always have the right to adequate information about what is happening while you are waiting.
If you are told you will arrive at your final destination with a delay of at least 1 hour, you are entitled to:
- cancel your travel plans and request an immediate refund of the cost of your ticket (sometimes in full, sometimes only for the part of the journey not made.)
You may also be entitled to a return journey to your initial departure point, if the delay stops you from fulfilling the purpose of your trip, or
- be transported to your final destination at the earliest opportunity (or a later date of your choosing). This includes alternative transport when the train is blocked and the service is suspended.
If you decide to continue your journey as planned or to accept alternative transport to your destination, you may be entitled to compensation of:
- meals and refreshments (proportionate to the waiting time)
- accommodation – if you have to stay overnight.
You will not receive compensation if:
- 25% of the ticket fare, if the train is between 1 and 2 hours late.
- 50% of the fare, if the train is more than 2 hours late.
If you think your rights have not been respected, you can complain to the railway company, which must reply within 1 month.
- you were informed of a delay before you bought your ticket
If you are not satisfied with their reply, you can contact the national enforcement body[111 KB] in your country.
Lost or damaged registered luggage
If your registered luggage is lost or damaged during your trip, you have a right to compensation, unless it was inadequately packed, unfit for transport or had a special nature.
Compensation amounts
If a passenger is killed or injured in a train accident, they (or their dependants) are entitled to compensation for lost or damaged hand luggage (registered or not) up to a maximum of EUR 1 500.
- Up to EUR 1 300 per piece of registered luggage – if you can prove the value of its contents.
- EUR 330 per piece if you can't prove the value.
Injury and death
If a passenger is injured or killed in a train accident, they (or their dependants) are entitled to compensation, with an advance payment within 15 days of the accident to cover their (or their dependants') immediate needs.
In the event of death, this advance payment is at least EUR 21 000 per person.