Service
Your passenger rights if travelling by train
Published on
Last updated on
Published on
Last updated on
Iarnród Éireann/Irish Rail has developed its own Customer Charter, which sets out the levels and standards of service you are entitled to as a customer.
The Customer Charter deals with issues such as:
Many aspects of the Customer Charter go beyond the requirements of EC Regulation 1371/2007, particularly in relation to domestic rail travel, and accordingly have no legal status and cannot be enforced by the National Transport Authority. However, the Regulation does enshrine some rights for domestic passengers and guarantees extensive rights for international rail passengers.
Passengers on domestic rail services in Ireland now benefit from measures requiring rail operators to:
In addition to domestic services, passengers on international rail services also benefit from:
Passengers should always raise any issues or complaints they have with the railway operator. In Ireland this means contacting Iarnród Éireann/Irish Rail.
There should be an attempt to resolve any issues at a local or station level. If that proves unsatisfactory, or if you prefer not to resolve any issue at local level, the Charter provides relevant contact details for the Customer Relations services of Iarnród Éireann.
If you are disappointed with an Irish railway operator’s decision and believe that the railway operator has denied you your rights, or you do not receive a reply within one month of making a complaint, you can make a complaint to the National Transport Authority (NTA).
To ensure efficient consideration of complaints referred to the NTA, it is advisable to complete the online complaint form, attaching a copy of all correspondence between you and the operator.
Keep the originals of all correspondence forwarded.
It is the policy of the NTA to acknowledge receipt of a complaint within 5 working days and to make a decision on a complaint within one month.