In December 2009 European Regulation EC 1371/2007 came into force across the EU. This regulation titled "Rail Passenger Rights And Obligations" provides considerable legally enforceable rights for rail passengers. These rights apply in full to cross border services and in a limited fashion to normal domestic services. As the Irish Government has exempted Irish Rail from all elements of EC 1371 which apply to domestic rail journeys the information below is applicable to cross border journeys only.
Single/Return Tickets
At a minimum cross border passengers are entitled to the following levels of refund:
- 25% refund for delays 60 to 119 minutes
- 50% refund for delays of more than 120 minutes
The railway undertaking may offer more favourable terms, e.g a 25% voucher at 30 minutes delay but this does not replace the right to the refund as set out in the regulation. EC 1371/2007 mandates that a refund be paid in cash form if the passenger so requests.
An obligation exists to allow you to alter your journey or to return to your start point if the delay was such as to make your journey unless. Also if you are delayed such as to miss the last connection of the day an obligation exists to provide hotel accommodation.
For tickets issued by Irish Rail download this form, for Translink issued tickets you must obtain a form from an Enterprise station (Newry, Portadown, Lisburn, Belfast Central). If you wish to have the refund in cash you should make this clear on the form "EC 1371/2007 Refund In Cash". Rail Users Ireland has requested Irish Rail and Translink to provide a single cross border refund form.
Monthly/Annual Ticket Holders
Under article 17 of EC 1371/2007 holders of season tickets who experience recurrent delays and/or cancellations are entitled to compensation.
To assist you in making a complaint, we have drafted a letter for you to send together with a copy or the original of your ticket. You should always keep a copy of all correspondence sent, it will be essential if you appeal the response of the railway company.
You should address your complaint to the railway company from which you bought your ticket.
Irish Rail Issued Tickets
Translink Issued Tickets.
Appeals
If a passenger cannot resolve the matter to their satisfaction with the railway undertaking a course of appeal exists to the national enforcement agency.
Passengers with tickets issued by Irish Rail should file any appeal with the National Transport Authority. Full details here
All complaints filed with the national agency should include copies of all correspondence sent and received from the railway company.