Cross Border Rights
When making a cross border journey by rail, your rights are outlined under the Enterprise Charter. Passenger rights regulations for international rail travel, Regulation (EC) No 1371/2007 of the European Parliament, also outlines specific rights for international rail customers, amongst these are the following rights:
We will make every reasonable effort to inform you of fares, train services and special offers. We will make special efforts to keep you informed of any delays which may occur.
Tickets are available from staffed stations, from ticket machines, via the internet and also from travel agents.
If your train arrives late at your destination
After 60 minutes delay, you may be entitled to compensation of 25% of the fare you paid for the one-way journey, after 120 minutes 50% of the fare you paid for the one-way journey, in each case provided the cause of the delay was within the control of the railway. We will pay compensation only if it is at least the equivalent of €4. To apply for discounts you need to fill in this application form, which is also available from the ticket offices in all main stations.
Cancellation of your train, delay before you started your journey or during it
If your train is cancelled or 60 minutes or more late, then we offer you the choice between the following options:
you may abandon your journey before starting it and receive a full refund of your fare
you may discontinue a journey you have already started and receive a refund for the part of the journey not made
- if the journey you began has become pointless, you may return immediately to the starting point of your journey by train and receive a full refund of the fare
Missing the last connection of the day
If you are not able to reach your final rail destination the same day because you missed a connection, you may be entitled to compensation for the reasonable costs of hotel accommodation and of notifying relatives or other persons expecting you. This only applies if the cause of the delay was within the control of the railway.
If a delay is expected to be more than 60 minutes, we will take all reasonable and proportionate action to make the delay more tolerable, for example, by giving out refreshments free of charge.
Assistance for persons with restricted mobility
We will assist you in the station and boarding the train. You should provide contact your local station at least 48 hours notice of your intended journey. We will also arrange for you to be assisted en route and at your destination station. In the event of severe delay, we will give special attention to your needs.
As a rule, claims should be made to the railway ticket office which issued your ticket; otherwise they may be made to our central customer services department. You may also hand in your claim to any of the railways shown on your ticket. Special rules apply to personal injury, however.
Sources Your rights are based on the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (CIV), Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations, the General Conditions of Carriage CIV/PRR and our Special Conditions of Carriage
Rail Passenger Rights
In addition to Iarnród Éireann's Customer Charter rail passenger rights are now protected by EC Regulation 1371/2007 . The Regulation provides a range of measures to protect rail passengers and their belongings when travelling by train within the European Union. In Ireland, this is regulated by the National Transport Authority. Details on these rights, as well as appeals procedures for complaints relating to these rights, are available at http://www.nationaltransport.ie/public-transport-services/passenger-rights/