Regular consultation on satisfaction with railway transport services conducted
ZAGREB, 10th March 2025 - The Croatian Regulatory Authority for Network Industries (HAKOM), in accordance with Article 27 of the Railway Market Regulation Act and the Protection of Passenger Rights in Railway Transport (Official Gazette No. 104/17 and 31/25), has conducted a regular consultation to assess user satisfaction with railway transport services.
The consultation was carried out by surveying railway transport users through predefined online questionnaires, which were published and accessible to railway users during September, October, and November 2024. Users of the service rated the accessibility of transport, availability of information, quality of the transport service, and the service provided by the undertakings, station managers, and service facility operators.
In the Republic of Croatia, during 2024, there were 19 freight undertakings (13 active) and two passenger railway undertakings (one active).
The conclusions of the consultation defined guidelines on the shortcomings of passenger and freight railway services, but also highlighted the advantages of railway transport. All of this can serve as guidance for undertakings, station managers, and service facility operators to improve their services. Detailed analyses of the surveys conducted can be viewed at the links provided below:
• Analysis - Passenger Railway Transport 2024
• Analysis - Freight Railway Transport 2024
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.