Compensation for cancellation or delay of a train journey is changing

The new guide to passengers’ rights in the event of cancellations or cancellations of their journeys, which will enter into force in June 2023, brings changes to rail transport. escalating.

The new guide, established with European Regulation 782/21 and will apply to all European countries, it will be permanently posted from now on on the official website of the Railway Regulatory Authority in Greek and English, so that passengers can refer to it, at any time, and be informed in every detail about what applies to all train journeys and the corresponding services provided, as well as what the passengers’ rights are with a disability or reduced mobility.

The new guide Compensation for Delays-Cancellations

If provided delay at least 60′ minutes, the passengers have the following options:

– Reimbursement of the fare in full or for the part of the trip that has not taken place and for the part that has already taken place, if the trip no longer serves the purpose of the passenger’s original travel plan. In addition, in this case, you are entitled to a return route, at the earliest opportunity, to the original point of departure.

– Continue the journey or re-route, under comparable conditions, to the final destination and at the earliest opportunity or to the final destination at a later date at your option. Where available re-routing options are not communicated to you within 100 minutes of the scheduled departure time of the delayed or canceled service or missed service, you are entitled to enter into such a contract with other providers of public transport services by rail, coach or bus. The railway undertaking must reimburse you for the necessary, appropriate and reasonable expenses incurred. In case you belong to the group of Persons with Disabilities or with reduced mobility, the providers of the rerouting services must provide you with alternative services which are suitable for your needs and which may differ from those provided to other passengers. Refunds are made within 30 days of receiving the request. The refund may be made in the form of vouchers and/or the provision of other services, provided that the terms of such vouchers and/or services provide sufficient flexibility, in particular as regards the period of validity and destination, and that you agree to accept coupons and/or services in lieu of money. The fee refund is not reduced by the use of transaction costs.

Compensation for the continuation of the journey despite the delay

The minimum compensation for delays it is 25% of the fee for a delay of 60 to 119 minutes and 50% of the fee price for a delay of 120 minutes or more.

THE compensation of the fee is paid within one month of submitting the claim for compensation. Compensation may be paid in vouchers and/or other services if the terms provide flexibility, in particular with regard to validity period and destination. As a passenger you are not entitled to compensation in certain cases, e.g. if the cancellation, delay or loss of response is due to exceptional circumstances or conduct of third parties which the carrier could not have avoided, despite having exercised due diligence in the particular case and if it is due to your fault. In addition, you are not entitled to compensation if you were informed of the delay before purchasing the ticket.

The respective railway company has an obligation to inform you about delays and cancellations of routes, as soon as it has this information at its disposal.

In case delay 60 minutes or more, you must be offered free meals and refreshments depending on the waiting time.

In addition, the railway undertaking must offer free hotel or other accommodation and transport between the railway station and the accommodation, in case a stay of one or more nights is necessary due to the delay. The access requirements of Disabled Persons and persons with reduced mobility and the needs of guide dogs are taken into account wherever possible.

If the train is stopped outside the station, the railway undertaking must arrange for transport from the train to the railway station, to an alternative place of departure or to the final destination, when and where practicable.

If the train route can no longer continue, the company must organize alternative routes as soon as possible.

Railway undertakings must inform you and any affected passenger how to request certification that the train service has been delayed, missed or cancelled.

Assistance to Passengers with Disabilities or Reduced Mobility

The EU institutional framework, through the rules laid down, has ensured since 2007 equal access for the transport of Persons with Disabilities, including their companions through a recognized status, and persons with reduced mobility, so that passengers with disabilities or reduced mobility can to travel like other citizens. Railway undertakings and railway station managers must establish non-discriminatory access rules for the transport of Persons with Disabilities or with reduced mobility, which include e.g. the elderly. At your request, railway undertakings, ticket sellers and travel agents must also inform about the possibility of access to rail transport, the conditions of access and the reasons for it. This information must be provided in accessible ways.

Railway undertakings must provide you with assistance on the train, as well as during your boarding and disembarking, always free of charge. Assistance is provided on the condition that your need (for this assistance) is notified to the railway undertaking, station manager, vendor or travel agent from whom the ticket was purchased, at least 24 hours before the time it is required. Subscription may be provided to you as follows:

– Through your companion, who has a Disabled Companion Travel Pass and can travel with a special tariff or free of charge and sit next to you.

– Through the possibility of being accompanied by a guide dog in accordance with the provisions of the relevant national legislation.

– At manned stations, through the provision of free assistance by the staff of the railway station when you depart or transfer or arrive at it, provided that this need has been communicated in advance.

– At unmanned stations, by providing free assistance on the train, as well as when boarding and alighting from it.

If there is no notification in accordance with the above, the station manager or any other competent person will determine points where you can announce your arrival at the station and ask for assistance. A basic condition for the provision of assistance is your presence at the predetermined point:

– At the specified time (by the railway undertaking or station manager providing assistance) which must be at least 60 minutes before the published departure time.

– The time at which all passengers must board or if no time has been set at least 30 minutes before the published departure time or from the time at which passengers must board.

In the event that it is not possible to comply with the rules for providing auxiliary means of boarding and providing assistance on the station infrastructure, and only if this is deemed absolutely necessary to comply with the accessibility rules, the railway undertaking, the ticket seller or the travel agent agent may refuse to book or issue tickets or require you to be accompanied by another person. In this case, at your request, they must inform you in writing within five days of the reasons for refusing the reservation or ticket and make every reasonable effort to offer you an acceptable alternative transport solution, based on your needs.

Rights – information before and after the trip

Pre-travel information

– Which general conditions apply in the context of the contract of carriage.

– Which is the shortest trip and for which the lowest fee applies.

– If there are any facilities for the Disabled and those with reduced mobility, as well as for passengers with bicycles, when boarding and staying on the train.

– If smoking and non-smoking seats are available, for first and second class passengers, as well as seats in sleeper carriages and sleeper carriages.

– Pre-purchase information on whether the ticket or tickets constitute a single ticket.

– If there will be an interruption or delay in the itinerary (scheduled or in real time)

– What kind of services are provided on the train.

– Where and how can passengers look for lost luggage.

– Where and how can passengers submit their complaints.

Information during the trip

– What services are provided on the train, including Wi-Fi network.

– What’s the next station?

– If the train is delayed and when it is expected to arrive.

– What are the main responses available.

– What should be considered in terms of security issues.

Satisfaction of RAS for the company’s compliance with the issue of payment of compensations

With the presentation of the new passenger rights guide, the Railway Regulatory Authority (RAS) expresses its satisfaction with Hellenic Train AE’s recent compliance with the Authority’s decision. It is recalled that Hellenic Train AE, last Friday January 20, as provided for by its commitment to the decision of RAS, informed the affected passengers on the five trains, which were stopped in January 2022 due to extreme weather conditions , for their rights and in this case for the way of paying the compensations to all those who are entitled to them and had not received them until now.

Source: Athens News Agency

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