Passenger Charter - Know your Rights
We have developed our own Customer Charter, which sets out the levels and standards of service you are entitled to expect as a customer. The Customer Charter deals with issues such as performance and quality standards, customer information, ticket refunds, compensation payments, and complaints procedures.
In addition to our 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 on the NTA website.
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