Brussels,

Rail Passenger rights

MOBILITY & TRANSPORT

​EU rail passenger rights apply when you travel within EU:

  • Rights of persons with disabilities or reduced mobility
  • If your train is cancelled
  • If your train is delayed
  • If your missed connection
  • If your luggage, mobility equipment was lost, damaged or delayed
  • If you are injured in a train accident​
  • If you are a dependant of a victim of a fatal train accident

EU Legislation

​​
​
Summary Table - Information on national exemptions. This table provides information about granted or intended national exemptions under Regulation (EU) 2021/782 of which Member States have informed the Commission. The table also indicates to what Articles of the Regulation the exemptions refer to, if applicable. The Commission constantly updates this information based on contributions from Member States. In case of doubt, please contact the National Enforcement Body for the Rail Passenger Rights Regulation (NEB Rail) of the country concerned.


Under Regulation (EU) 2021/782, Member States could also exempt certain types of services from the application of rail passenger rights:​

Rights of persons with disabilities or reduced mobility

Persons with disabilities or reduced mobility have specific rights when traveling by train in the European Union (EU), ensuring their journeys are as accessible and comfortable as possible. 

These rights include:
  1. Non-discrimination and Assistance: Rail companies and station managers must not discriminate against persons with disabilities or reduced mobility. Assistance must be provided free of charge at designated stations if the person notifies the rail company of their needs at least 48 hours before the journey. This assistance includes help with boarding, disembarking, and connections.
  2. Compensation for Lost or Damaged Mobility Equipment: In case of loss or damage to mobility equipment due to fault or negligence of the rail company, passengers have the right to compensation. This is crucial as such equipment is vital for their mobility and independence.
  3. Accessibility of Information: Information about rail services should be accessible to persons with disabilities or reduced mobility. This includes timetables, terms and conditions of transport, and information about accessibility of rail services and stations.
  4. Tickets and Reservations: Rail companies cannot refuse to sell a ticket or to take a reservation or to board persons with disabilities or reduced mobility, unless it is necessary to meet safety requirements or if the design of the vehicle or infrastructure makes boarding or transport physically impossible.
  5. Quality of Service: Rail companies must ensure that staff receive disability-awareness training. Staff who deal directly with the public must be able to provide assistance to persons with disabilities or reduced mobility.
  6. Right to Travel with an Accompanying Person: If required for their safety or to assist in times of need, persons with disabilities or reduced mobility have the right to be accompanied by a person of their choice who can provide the necessary assistance during the journey, often at no additional cost.
  7. Complaints and Enforcement: Passengers can make a complaint to the railway company, and if not satisfied with the response, they can contact the relevant national enforcement body. These bodies have the authority to enforce passenger rights and ensure compliance by the rail companies.

These rights are designed to remove barriers and ensure equal access to rail travel for all passengers, regardless of their mobility or disability status, across the European Union.

The rights of persons with disabilities or with reduced mobility when traveling by train in the European Union are primarily governed by Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers' rights and obligations. This regulation establishes a range of rights and obligations to protect and assist rail passengers, with specific provisions for persons with disabilities and reduced mobility.

Key aspects of the legislation include:
  1. Non-Discrimination in Access to Transport: Article 9 of the Regulation prohibits discrimination against persons with disabilities or reduced mobility in terms of access to transport and ensures that they receive assistance at no additional cost.
  2. Right to Information: Article 8 and Article 9 require that passengers with disabilities or reduced mobility have access to information about the accessibility of rail services and the conditions of access to trains.
  3. Compensation for Lost or Damaged Mobility Equipment: Under Article 12, passengers are entitled to compensation for loss or damage to their mobility equipment, due to fault or negligence on the part of the rail company.
  4. Assistance in Stations and on Board: Articles 9 and 10 specify the assistance that should be provided to persons with disabilities or reduced mobility in stations and on board trains, provided that the rail company is notified of their needs in advance (usually 48 hours before departure).
  5. Training of Railway Staff: Article 9 also addresses the requirement for railway staff, including those providing assistance to persons with disabilities or with reduced mobility, to receive appropriate training.
  6. Complaint Handling: Article 26 outlines the complaint handling procedures that railway undertakings must have in place, including for complaints related to the rights of passengers with disabilities or reduced mobility.
  7. Enforcement and National Enforcement Bodies: Article 30 requires each EU Member State to designate a body responsible for the enforcement of this Regulation, ensuring compliance and addressing any complaints.

​These legislative provisions ensure that persons with disabilities or with reduced mobility have equal access to rail travel and receive the necessary assistance and protection during their journeys within the European Union.

Cancelled train

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 arrangementsIn 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% if 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​

Delayed train

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% if 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.

Train missed 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.

Problems with your luggage

Your luggage, mobility equipment was lost, damaged or delaye
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).

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 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.

EU case-law on Passenger Rights

HAVE YOUR RIGHTS BEEN VIOLATED?


If you believe your rail passenger rights within the EU have been violated following one or more of the described accidents and you didn't receive assistance, you should first lodge a complaint with the railway company within 3 months of the incident. The company is obliged to respond with a reasoned reply within 1 month, though this may extend to 3 months in justified cases.

If the railway company does not respond or if you are dissatisfied with their response, you can escalate your complaint to the relevant national authority in your country. This should be done within 3 months of your complaint's rejection by the railway company. Your complaint should be directed to the authority that issued the railway company's license. The national authority should complete their complaint-handling process within 3 months, or 6 months for complex cases, providing a non-binding legal opinion on further actions.

Additionally, you can pursue out-of-court resolutions through an Alternative Dispute Resolution (ADR) entity or the Online Dispute Resolution (ODR) platform, if the ticket was purchased online. Note that ADR and ODR are available only to EU residents.

If these measures don't resolve the issue, you have the option to initiate formal legal action. You can file a claim for compensation under EU rules through the European Small Claims procedure or bring the case before national courts where the rail operator is registered. Be aware that the time limits for court actions are subject to national rules in each EU country.

For further assistance, you can consult your local European Consumer Centre, which offers help and advice on issues related to rail passenger rights.
Disclaimer

The information provided on this webpage regarding passenger rights is intended for general guidance and informational purposes only. While we strive to ensure that the information is accurate and up to date, it may not be comprehensive or reflect the most current legal developments. The details provided are based on the information available from the European Commission, and we make no representation or warranty of any kind, express or implied, regarding the accuracy, reliability, or completeness of this information.

Please be aware that transportation companies may have their own policies and interpretations of passenger rights which may not always align with the information presented here. As such, eEuropa Belgium cannot be held responsible for any discrepancies or differences in the application of passenger rights by individual transportation companies.

Additionally, eEuropa Belgium shall not be liable for any errors, omissions, or inaccuracies in the content, nor for any actions taken in reliance thereon. This website is not intended to provide legal advice, and visitors should consult with their own legal advisors before making any decisions based on the information provided here.

By using this website, you acknowledge and agree that eEuropa Belgium shall not be liable for any direct, indirect, incidental, consequential, or punitive damages, or for lost revenues or profits, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from (i) your access to or use of or inability to access or use the website; (ii) any conduct or content of any third party on this website; (iii) any content obtained from the website; and (iv) unauthorized access, use, or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence), or any other legal theory, whether or not we have been informed of the possibility of such damage.
​
Visitors are encouraged to verify the currentness and applicability of the information with the respective transportation companies and to seek professional advice as necessary.