Passenger carriage regulations

Carriage regulations

AS GORAIL TRANSPORT REGULATIONS

 

  1. GENERAL PROVISIONS.

1.1. AS GoRail (hereinafter referred to in the transport regulations as “AS GoRail” or the “Transport Company“) organizes Passenger transport on train lines, abiding by the legal acts in force in the Republic of Estonia, European Union legal acts, international treaties, agreements, regulatory documents, and the SMPS Convention on carriage of passengers and provisions arising from annexes thereto.

1.2. These regulations set forth the procedure for transport of Passengers and baggage on passenger trains serviced by the Transport Company and the liability of passengers and AS GoRail.

1.3. Anyone infringing on these regulations shall be held liable in accordance with the procedure set forth in legal acts.

1.4. Railway vehicles used by the company to provide passenger transport service shall meet all requirements established by contractual partners or competent supervision authorities, or set forth in the Railways Act.

1.5. Passenger Train traffic on railways of other countries takes place pursuant to the regulatory documents in force in the respective countries.

1.6. If AS GoRail is not the Transport Company for the purposes of these regulations, i.e. the Passenger Train includes Carriages belonging to a third party, clauses 3.2, 5 (including all sub-clauses), 6.4. to 6.6., 7.1.3, 7.2. (including all subclauses), 7.3., 7.4., 8.1.1., 8.1.2., 9. (including all subclauses), 10.1. (including all subclauses) and 10.3. (including all subclauses) shall not be applicable to AS GoRail. Should the abovementioned clauses not be applicable, the rules set forth in the SMPS Convention on carriage of passengers shall be applicable instead.

1.7. The transport regulations and amendments thereto shall enter into force in accordance with procedure set forth in the Railways Act. This officials responsible for approving these documents shall make the amendments to the documents and the amendments shall take effect after the terms mentioned in the documents.

1.8. In these regulations, terms have the following meanings:

Transport of Passengers – paid or free transport of passengers;
Passenger – person who uses the Passenger transport service;
Passenger Train – railway vehicle for the purpose of railway transport;
Passenger Carriage – a Passenger Train’s general (open carriage, carriage with compartments) or special-purpose (dining car, baggage car) constituent unit;
Train line – railway capacity unit needed to keep one Passenger Train in service between the destination and origin during a certain time period;
Group ticket – Group travel is considered to be transport of at least 10 Passengers who have bought a Transport Ticket on the basis of a single order and are travelling in the same Passenger Train and on the same route, including in a carriage with different categories;
Regulatory document – a document setting forth requirements and standards or railway traffic, or for regulating provision of passenger transport service;
Activity licence – document issued under required procedure entitling the document’s holder to perform passenger transport;
Train traffic schedule – document approved by a competent authority specifying all planned movements of Passenger Trains and other railway vehicles and indicating the capacity shares distributed to railway undertakings;
Travel Document – valid identity document issued by the Republic of Estonia or a foreign country enabling border crossing (passport) and/or other document required for border or customs formalities with regard to the passenger or baggage;
Station – Place where Passenger Trains stop to allow Passengers to enter and exit the Passenger Train with the necessary waiting platforms and infrastructure required for organizing train traffic and ensuring traffic safety;
Stop – Passenger Train stop, which has infrastructure allowing Passengers to board or detrain and which Passenger Trains stop at in conformity with the established traffic schedule;
Trip – an instance of train travel by a Passenger using the passenger transport service, pursuant to the transport contract entered into by the Transport Company and the Passenger;
Origin Station– Station or Stop where the Passenger boarded or wishes to board the train;
Transport Ticket – document certifying the conclusion of a transport contract between the Passenger and Transport Company and which certifies the Passenger’s right of travel (including an e-ticket) and whose price consists of the Carriage Fee and the Ticket price;
E-ticket – document certifying the existence of a transport contract between the Passenger and Transport Company in which the information on the transport of the Passenger is set out in electronic form and which is kept in the Internet-based ticket sale system;
Carriage Fee – part of the price of the trip specified on the Transport Ticket; varies depending on the category of the Passenger Carriage and compensates the costs of preparation of the Passenger Carriage for travel and of servicing the Passenger Carriages;
Ticket Fee – part of the price of the trip specified on the Transport Ticket; varies depending on the category of Passenger Carriage and compensates expenses for movement of Passenger Carriages (infrastructure and locomotive expenses)
Destination Station – Station or Stop where the Passenger detrains or wishes to detrain;
Hand Baggage–– personal belongings in the possession and under the responsibility of the Passenger during the trip, weighing up to 36 kg;
Transport Company – the contractual railway undertaking with which the Passenger has entered into a Transport contract or successive railway undertakings which are responsible under said contract and perform transport of Passengers, ensuring safety of traffic and railway service and which have been issued an Activity Licence;
Veterinary Certificate – document issued by a veterinary authority regarding an animal’s state of health and certifying that the animal has been vaccinated against rabies.

 

  1. TRAFFIC SCHEDULE.

2.1. The Transport Company’s Passenger Train traffic shall take place pursuant to the valid Traffic Schedule.

2.2. The Transport Company shall notify Passengers via the website of any changes to the service timetable at least 14 days before the change takes effect.

 

  1. TRANSPORT DOCUMENTS.

3.1. Payment for the Trip shall take place pursuant to the Transport Company’s price list.

3.2. Passengers’ right of travel is certified by a valid Transport Ticket, the form for which is established by the Transport Company.

3.3. Upon purchasing a Transport Ticket for a Trip between countries, the Transport Company is entitled to ask the Passenger to present a valid Travel Document.

3.4. Transport Tickets shall be valid during the time of the Trip specified thereon and from the Origin Station to the Destination Station.

3.5. The validity of the Transport Ticket may be extended by the Transport Company’s representative in the following cases:
3.5.1. If a place cannot be ensured for the Passenger in a Passenger Train – until the next Passenger Train departure on which the Passenger is ensured a place;
3.5.2. if a Passenger Train is late arriving at a connecting station – until the Passenger is ensured the possibility of continuing the Trip;
3.5.3. if the Passenger becomes ill and this is documented by a medical institution’s certificate represented by the Passenger – for the duration of the illness and an additional 10 days;
3.5.4. Upon the Passenger making a stop along the journey on not more than one occasion – up to 10 days.

3.6. In the instances specified in clauses 3.5.1 to 3.5.4, a notation shall be made on the Transport Ticket by the Transport Company’s representative.

3.7. When the Passenger continues their Trip in the cases set forth in clauses 3.5.1 and 3.5.2, an additional Transport Ticket shall be issued to the Passenger (if a Transport Ticket was issued in automated form) or a corresponding validation punch machine mark shall be made on the Transport Ticket if the Transport Ticket was issued in non-automated form;

3.8. When the Passenger resumes their Trip in the cases specified in clauses 3.5.3 and 3.5.4, the Passenger must pay the Carriage Fee.

3.9. The Transport Company is obliged to reinstate the validity of the Transport Ticket if the Passenger is late for the Passenger Train and the Passenger gave notice within one hour of the departure of the train for which the Transport Ticket was purchased. In such a case, the Passenger must pay the Carriage Fee. If the Passenger foregoes the Trip, the both the Fare and the Carriage Fee shall be refunded to the Passenger, and other fees paid shall not be refunded.

3.10. The Transport Ticket must legibly indicate the Fare and the Carriage Fee, the number of the Transport Ticket, the name of the Transport Company, the number of Passengers, the Passenger Train departure time and date, the type of Carriage and the numbers of the Passenger Train, Carriage, compartment and place. A Transport Ticket that has corrections that are not initialled by the Transport Company, or which is illegible, torn or which survives only as a fragment shall be considered invalid. The Transport Ticket shall be valid only for the Trip on the date for which it was issued. The purchaser of a Transport Ticket must, upon receiving the Transport Ticket, immediately check the details and the correctness of the settlement – complaints may not be lodged at a later time.

3.11. Upon return of a Transport Ticket by the Passenger, the Transport Company shall proceed from Annex 1, Article 30 of the International Contract of Passenger Carriage “OП СМПС“ and the Transport Company’s procedure for refund of transport fees. The Transport Company’s procedure for refunding transport fees is found in Annex 2 to these transport regulations.

3.12. The procedure for purchasing and refunding e-tickets is found in Annex 3 to these transport regulations.

3.13. The Transport Company may reinstate a spoiled Transport Ticket if there is enough information on the extant document for reinstating the Transport Ticket. The Transport Ticket shall be reinstated at the point where Transport Tickets are formalized (ticket office).

3.14. A new Transport Ticket shall not be issued in place of a lost, destroyed or stolen Transport Ticket.

3.15. The Transport Company shall announce changes in Transport Ticket fares on its website, www.gorail.ee, at least 14 days in advance, and in addition, Transport Company shall inform the public by way of a press release and the information shall be posted at the Transport Company’s ticket offices as well.

3.16. When selling a Transport Ticket for an international Trip, the Transport Company is not obliged to verify the existence or validity of Passenger Travel Documents, visas or any other documents and certificates required for border crossing and/or customs formalities pursuant to valid legal acts and procedures.

 

  1. ISSUING OF TRANSPORT TICKETS.

4.1. Transport Tickets for international Passenger Trains shall be issued at the points of sale listed on the Transport Company’s website at www.gorail.ee and in railway terminals in cities in the CIS and Baltic states where international Passenger Train ticket offices are located.

4.2. Transport Tickets (E-Tickets) can also be purchased online on the Go Rail website www.gorail.ee or the Russian railways website www.pass.rzd.ru. Online purchase requires prior user registration as specified on the website.

4.3. The Transport Company’s procedure for purchasing and refunding e-tickets is found in Annex 3 to these transport regulations.

4.4. In exceptional cases and provided there are free places in the Passenger Train, the train conductor may issue a Transport Ticket to the Passenger within the quota allotted to the conductor.

 

  1. TRANSPORT OF HAND BAGGAGE AND PETS.

5.1. The Transport Company shall not be liable for damage caused due to objects or agents which Transport Company would not have allowed on the Passenger Train had it known of their nature or condition, or if the Passenger knew or should have known that the Transport Company would prohibit the carriage of such items. In such a case, the Passenger shall be liable for all expenses and damage incurred by the Transport Company and/or third parties due to carriage of such (prohibited) items. It is prohibited in the Transport Company’s Passenger Trains to transport hand luggage that could damage or soil the Carriage, other passengers or their belongings. It is also prohibited to transport objects, substances or pets that could pose a risk to other passengers’ lives or health (such as bees, poisonous snakes, etc.) and likewise hazardous baggage, which is considered to be firearms and ammunition lacking the required packaging or coverings; flammable goods, explosives and materials that ignite easily or are liable to explode; toxins, corrosive and caustic substances; radioactive substances; any substances in leaking or damaged packages; and other parcels and items whose total weight exceeds 36 kg per Passenger or the sum of whose measurements (length, width and height) exceeds 200 cm, with the exception of the provisions of clause 5.3.

5.2. Hand baggage must be stowed in the designated places. It is prohibited to stow hand baggage in the aisle or in front of compartment doors and vestibules.

5.3. Each passenger may transport hand baggage weighing a total of 36 kg. If the weight of hand baggage per Passenger exceeds 36 kg but is under 50 kg, the Passenger must pay the Transport Company representative an excess baggage surcharge for 20 kg of baggage pursuant to the Transport Company’s price list, which is in the possession of the train conductor. Home electronics products may be transported as part of the Hand Baggage allotment as long as the sum of the measurements of the transported units (length, width, height) does not exceed 200 cm.

5.4. Besides the provisions of clause 5.3., a Passenger travelling with a minor child may transport a baby carriage or stroller, and a Passenger with a mobility disability may transport assistive equipment such as a wheelchair.

5.5. The Passenger has the right to transport one folded-up bicycle, provided that it is stowed in the place designated for hand baggage and poses no obstacle to other passengers. The bicycle must be folded up so that it does not soil the interior of the Passenger carriage and belongings of other travellers and be installed so that it does not hinder the movements of the service staff and passengers or block the aisles.

5.6. The Passenger shall have full liability for their own Hand Baggage, including care of pets and compliance with health requirements, including compensation for any damage caused by pets, and safety and cleanliness during the trip. Defects or other attributes of the hand baggage do not exempt passengers from the obligation to comply with requirements.

5.7. The Passenger’s Hand Baggage must be stowed and packed such that it is not likely to go missing or be damaged and cause damage to the Transport Company and/or third parties (including fellow passengers). If the baggage contains a hazardous Item, the Passenger must notify the Transport Company of its existence and of the general nature of the hazard.

5.8. The Passenger may carry only Hand Baggage as defined in clauses 5.3 to 5.5 and transport of other baggage is prohibited.

5.9. In the case of damage to or loss of Hand Baggage, the Passenger must notify the Transport Company promptly before detraining.

5.10. The Transport Company shall compensate damage caused by loss of or damage to Hand Baggage during the transport and due to circumstances caused by transport, in accordance with procedure set forth in legal acts of the Republic of Estonia and Regulation 1371/2007 of the European Parliament and of the Council.

5.11.The Passenger is allowed, on condition of holding a valid Veterinary Certificate, to transport pets (cat, dog or bird) in a special container or cage, which shall count toward the total hand baggage allowance and must be stowed in the places reserved for hand baggage. As for dogs not housed in a special container, up to 2 animals may be transported in a separate compartment in a Passenger Carriage with four-person compartments or in a higher-class Passenger Carriage compartment, on condition that each animal has a valid Veterinary Certificate. In such a case, the full price must be paid for all of the vacant Passenger places in the compartment. Both inside and outside the compartment, the dogs must wear a muzzle and be on a short lead. If the Transport Company lacks the possibility to allocate a separate compartment for transport of a pet, it is prohibited to transport the pet. No additional fee is charged for transport of the pet.

5.12. Visually Impaired (blind) Passengers are allowed to be accompanied by their service animal in all carriage types (classes) at no additional charge. A service animal may be transported without a muzzle and the animal must be on a short lead.

5.13. Left objects found on the passenger train (other than perishable food) shall be held and preserved by the Transporter pursuant to the Law of Property Act.

 

  1. CONDITIONS OF TRAVEL

6.1. The Passenger is entitled to bring one child under the age of 5 included in their fare. If the passenger desires a separate place for a child under the age of 5, a child ticket must be purchased. If the passenger is accompanied by more than one child under the age of 5, child tickets must be purchased for the excess children. Child tickets must be purchased for children from the age of 5 and 10. The Transport Ticket for children over the age of 10 is full price. The age of the child is determined based on the day of the start of the Trip. It is prohibited for unaccompanied children under the age of 10 to travel aboard international Passenger Trains. The adult accompanying the child must have the child’s Travel Document and the corresponding written authorizations from the child’s legal guardian.

6.2. Should vacant places be available, the Passenger may use a separate compartment, buying Transport Tickets for all free places in the compartment. Passengers may also upgrade during the Trip to a higher class of carriage by paying the difference between the prices of the Transport Tickets, but the upgrade must be within the quota of places allotted to the train conductor.

6.3. During the term of validity of the Transport Ticket, Passengers may make one 10-day stop, marking and extending the Transport Ticket’s term of validity accordingly (not including E-tickets and Group tickets) at the Transport Company’s representative within 3 hours of the arrival of the Passenger Train at the Station. To resume the Trip on the itinerary specified on the Transport Ticket, the Passenger must pay the Carriage Fee.

6.4. Should the Trip be interrupted for reasons beyond the control of the Transport Company, the Transport Company must arrange transport of Passengers to the Destination Station.

6.5. The Transport Company is entitled to refuse to transport a Passenger who has violated the requirements of these regulations, above all in cases where the Passenger poses a danger to the safety of the Transport Company’s employees or other passengers and/or disturbs fellow passengers in an intolerable manner. The Transport Company is entitled to refuse to transport Passengers whose Travel Document (e.g. visa in passport) does not meet the requirements of valid legal acts. In such a case, a corresponding marking shall be made on the Transport Ticket and the price of the Transport Ticket shall not be refunded.

6.6. In the case of damage to the Carriage’s interior or fittings, the Transport Company is entitled to demand compensation from the Passenger.

 

  1. OBLIGATIONS OF THE TRANSPORT COMPANY

7.1. The Transport Company is obliged:
7.1.1. to organize forwarding of information to Passengers on the Passenger Trains’ traffic schedule, arrangements for the sale of Transport Tickets, prices of Transport Ticket and Passenger Train departure times;
7.1.2. issue a Transport Ticket in the required form to the purchaser of a Transport Ticket;
7.1.3. to arrange assistance for persons with special needs upon boarding and detraining, and if necessary during the Trip as well, providing information to that effect;
7.1.4. to transport the Passenger safely to the Destination Station.

7.2. The steward is obliged:
7.2.1. to verify before the Trip, the validity of the Passenger’s Transport Ticket and Travel Document and, in the event of questions related to the validity of the Travel Document, alert the Passenger to this fact;
7.2.2. to wear a uniform and nametag on their chest;
7.2.3. to ensure the safekeeping of the Passenger’s Transport Ticket and to return the Transport Ticket to the Passenger 30 minutes before the Passenger reaches the Destination Station;
7.2.4. if necessary, to explain border and customs regulations to the Passenger;

7.3. The Transport Company is obliged to ensure that service is provided to the Passengers in a safe manner, including that Passengers can board and detrain safely.

7.4. The Transport Company shall not be responsible for maintenance of passenger platforms or damage caused due to circumstances related to the condition of a platform.

7.5. The liability of the Transport Company, including in regard to compensation of damage caused to Passengers, shall be determined pursuant to Estonian legal acts in force. The Transport Company shall compensate damage caused by loss of or damage to Hand Baggage during the transport and due to circumstances caused by transport, in accordance with procedure and the scope set forth in legal acts of the Republic of Estonia and Regulation 1371/2007 of the European Parliament and of the Council.

7.6. The Transport Company shall not be liable for non-performance of its obligations if the non-performance was caused by force majeure. Force majeure is a circumstance that the Transport Company could not have influenced and could not have reasonably been expected to consider, avoid or overcome the circumstance or consequence thereof.
7.6.1. Force majeure includes and is not limited to the following:
7.6.1.1.Need for provision of emergency medical care to the passenger;
7.6.1.2. circumstances caused by weather conditions;
7.6.1.3. circumstances caused by train accident.

7.7. The Transport Company shall not be liable for damage caused to the Passenger as a consequence of the actions of third parties. “Third party” for the purpose of this clause shall mean persons who are not among the train staff providing service during the Trip.

7.8. The Transport Company shall be released of liability set forth in clause 7.6 of these regulations if:
7.8.1. the Accident was caused by circumstances that were not related to transport and which the Transport Company could not have avoided even if the necessary measures had been implemented and the consequence of which it could not have prevented;
7.8.2. The damage was caused due to the fault of the Passenger;
7.8.3. The damage was caused by the actions of third parties that the Transport Company was not able to prevent through applying the necessary measures and whose consequences it could not have prevented.

7.9. The Transport Company shall not be liable for damage and expenses the Passenger bears in connection with their Travel Documents not being in the required form and the Passenger not being able to exercise their right of travel pursuant to the Transport Ticket.

 

  1. RIGHTS AND RESPONSIBILITIES OF PASSENGERS.

8.1. The Passenger is entitled:
8.1.1. to receive transport service in conformity with the terms and conditions of the Transport Ticket;
8.1.2. to use additional services provided by the Transport Company solely if the Passenger meets the requirements established by law for consumption of additional services (such as the age limits for buying alcoholic beverages).
8.1.3. to receive information from the Transport Company’s information channels on the price of the Trip and other travel conditions (Transport Company’s information phone line, website, notices posted on trains and at ticket offices, etc.);
8.1.4. to lodge complaints in accordance with procedure set forth in these regulations.

8.2. The Passenger is obliged:
8.2.1. to comply with all lawful orders issued by the train staff in relation to compliance with safety requirements aboard the Passenger Train, at a Station or Stop, along railway infrastructure, or in the immediate vicinity of the above;
8.2.1.1. to present to the steward upon boarding the Passenger Train a Transport Ticket and Travel Document certifying the right of travel. Besides the Travel Document, a Passenger who has purchased an E-ticket must present a confirmation of an Internet order printed on paper;
8.2.2. to retain the Transport Ticket until the end of the trip;
8.2.3. not to fold, crumple, mar or otherwise spoil the Transport Ticket so that it becomes unfit for use or the information on it cannot be discerned – this invalidates the Transport Ticket and a new Transport Ticket will have to be purchased.
8.2.4. To ensure that hand baggage or pets accompanying them do not disturb or endanger fellow passengers;

8.3. It is prohibited for the Passenger:
8.3.1. to travel without a document certifying their right of travel;
8.3.2. to ride the Passenger carriage’s footboard or roof, or enter (exit) a moving Passenger Train;
8.3.3. to halt the Passenger Train using the emergency brake (without a reason);
8.3.4. to smoke on board the Passenger Train;
8.3.5. to damage the Passenger carriage fittings or bed linens;
8.3.6. to travel in dirty clothing and cause a disturbance for fellow passengers;
8.3.7. to open doors, windows and shutters without permission from the steward;
8.3.8. to hinder the Transport Company employees and customs, border guard and other officials performing their duties on the Passenger Train;
8.3.9. to disturb the public peace and the requirements established in these regulations;
8.3.10. to throw refuse, unextinguished matches and other objects from the Passenger Train.

8.4. The Passenger must compensate the Transport Company for damage caused by disregarding the provisions of clause 8.3 of these regulations and its sub-clauses. The Passenger must compensate the Transport Company via its representative the cost of items damaged in the interior of the carriages of the Passenger Train pursuant to the price list in the possession of the conductor.

 

  1. PERSONS WITH DISABILITIES, INCLUDING MOBILITY DISABILITIES

9.1. Disabled persons and persons with mobility disabilities shall be provided service in the Transport Company’s trains pursuant to regulation 1371/2007 of European Parliament and of the Council

9.2. Disabled Passengers are entitled to receive assistive services from the Transport Company upon boarding and detraining and, if necessary, while they are on board the Passenger Train. To receive such services, the Passenger shall, at least 48 hours before the Passenger Train’s departure from the Station of the Passenger’s choice, give notice in one of the following ways of their intention to travel:
9.2.1. Phone call to +372 6310 044 on business days between the hours of 9.00-16.00;
9.2.2. email sent to reisid@gorail.ee.

9.3. The notification set forth in clause 9.2 must specify or communicate the following information:
9.3.1. Start date of Trip;
9.3.2. Trip itinerary (start and end point);
9.3.3. Passenger Train departure time from the Station required by the Passenger;
9.3.4. the type of assistance the Passenger requires;
9.3.5. carriage and place number:
9.3.6. information on assistive devices used by the Passenger;
9.3.7. name and contact details for the Passenger.

 

  1. INFORMATION

10.1. At minimum, the following information must be visibly displayed in Passenger Trains:
10.1.1. Passenger Train timetable;
10.1.2. summarized version of these regulations, entitled “Teadmiseks reisijale (Information for passengers)”;
10.1.3. contact address and information telephone lines for the Transport Company;

10.2. At minimum, the following information must be visibly displayed in the Transport Company’s ticket offices:
10.2.1. Passenger Train timetable;
10.2.2. summarized version of these regulations, entitled “Teadmiseks reisijale; (Information for passengers)”
10.2.3 copy of these regulations;
10.2.4. contact address and information telephone lines for the Transport Company.

10.3. The conductor is obliged to notify Passengers of the following during the Trip:
10.3.1. before departure from the Origin Station, the name of the Passenger Train’s destination station;
10.3.2. upon arrival at each Stop, the name of that stop;
10.3.3. if the Passenger Train is delayed, an explanation why the Train is running late and the estimated duration of the delay.

 

  1. RESOLUTION OF COMPLAINTS

11.1. The Transport Company’s working languages are Estonian, Russian and English.

11.2. Passengers have the right to file written requests, memos and complaints (hereinafter “complaint”) as to the quality of the service provided by the Transport Company and other circumstances related to transport service.
11.2.1. Complaints may be lodged by post: AS GoRail, Toompuiestee. 37, 10133, Tallinn.
11.2.2. By telephone: 6 310 044.
11.2.3. By fax: 6 310 001.
11.2.4. By email: info@gorail.ee.

11.3. The complaint must specify the name of the individual or legal person lodging the complaint, their place of residence or location, information in the complaint or the content of the suggestion and circumstances that resulted in the complaint, clearly expressed; and documents certifying the memo or request.

11.4. Complaints about additional services or circumstances beyond the control of the Transport Company shall if necessary be forwarded by the Transport Company to the partner who provides the additional services or other competent person who is responsible for the situation underlying the complaint. Complaints about railway infrastructure (platforms, etc.) shall be forwarded to the railway infrastructure operator. The person lodging the complaint shall be notified of the forwarding of the complaint.

11.5. If the person lodging the coplaint does not accept the decision made by the Transport Company in regard to the complaint or the solution provided, the person has the right to recur to the Consumer Protection Board.

11.6. The Transport Company has the right to reject the Passenger’s complaint if the complaint did not provide sufficient reasoning or if new circumstances not previously documented in the complaint come to light in official proceedings. Irrespective of the above, the Transport Company is obliged to respond in writing within 14 (fourteen) days of the day on which the complaint was received to the person lodging the complaint.

Valid from March 10, 2016