Cross Border Rights
Your Rights when travelling cross border and how we can help
When making a cross border journey by rail, your rights are outlined under the Enterprise charter. The recent introduction of 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 percent of the fare you paid for the one-way journey, after 120 minutes 50% of the fare you paid for the one-way journey. We will pay compensation only if it is at least the equivalent of €4.
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 at least 24 hours notice of your intended journey to us on 01 8366222. 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.
Liability for personal injury
Provided the event which caused the death or injury was within the control of the railway, you are entitled to compensation. An advance payment up to the equivalent of €21,000 may be paid; any advance payment will be taken into account in the final settlement.
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