Types of Cases being Heard
In the event of a dispute with the operator on issues related to obligations arising from people, cargo, or animal railway transportation agreements, you may use the Ombudsman’s assistance. Apart from a railway carrier, a ticket vendor or a tour operator may be a party to such dispute.
Apart from the above, the Ombudsman handles proceedings on cases pertaining to other services provided to passengers by a railway carrier, a railway infrastructure administrator, a railway station owner, or a railway station administrator.
The Rail Passenger Rights Ombudsman resolves disputes in individual cases in the situations when a passenger turns to the operator with a specific claim, for example, to disburse compensation for the delay of a train, loss of connection, damaged luggage, physical injury, or refund of price for an unused ticket and receives a denial decision. A dissatisfied passenger may then request the Ombudsman for help.
The value of the subject of a passenger dispute may not be lower than PLN 10.00 and more than PLN 20,000.00.