New Regulation on Passengers’ Rights and Obligations in Railway transport
The new rules laid down in the Regulation will be applicable as of 7 June 2023. The Regulation, inter alia, brings many improvements concerning the rights of passengers, in particular passengers with reduced mobility.
ZAGREB, 20 May 2021 — Regulation (EU) No 2021/782 on the rights and obligations of passengers in rail transport was published in the Official Journal of the European Union (EUR-Lex → link) and shall enter into force on the twentieth day following that of its publication and shall apply from 7 June 2023. The Regulation is binding in its entirety and directly applicable in all the Member States.
The revised regulations are expected to raise the level of passengers’ rights, including the rights of passengers with disabilities or reduced mobility, and the level of services that European citizens are entitled to when travelling by rail. In the event of a delay of 60 minutes or more, passengers can choose whether they wish to recover the full ticket price, continue travelling or redirect under comparable conditions, but without additional costs. In doing so, they must not be moved to a lower class of transport. If the traveller is not informed of the changeability within 100 minutes of the scheduled time of departure, he/she shall be entitled to organise the journey on his/her own by another means of transport (other providers of public transport by rail, tourist bus or coach) and to recover the costs incurred.
Regarding the passengers with disabilities and reduced mobility, the period of prior notification of the need to assist in boarding and disembarkation has been shortened from 48 hours to 24 hours.
Passengers using bicycles will find it interesting that, in cases where a railway undertaking refuses to transport passenger’s bike, the letter is entitled to redirection, indemnity or refund. The new rules also regulate the issue of designated bicycle positions in new and renewed trains. The uundertakings will have to define optimal number of bicycle places taking into account train size, type of service and market demand.
For additional information please contact:
Croatian Regulatory Authority for Network Industries (HAKOM)
- Roberta Frangeša-Mihanovića 9 Street
- 10110 Zagreb, Croatia
- Tel. + 385 (0) 1 700 70 07
- Fax + 385 (0)1 700 70 70
Media inquiries can be submitted online using HAKOM’s official website: www.hakom.hr
About Hakom
HAKOM - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary expertise in market regulation.