World Consumer Day is celebrated every year on 15 March. This time its slogan is We are all consumers. We become consumers when we shop, use the bank or travel by train.
Four basic consumer rights were proclaimed in mid-March 1962 by President John F. Kennedy. These were the rights to information, choice, security and representation.
It is worth recalling that rail passengers have the following rights:
We invite you to read additional information on the website of the EU.
Remember - if you experience inconvenience while travelling by rail and expect compensation for that, you should file a complaint to the carrier whose services you used. A list of companies that provide transport services, together with their contact details, is published by UTK (in polish).
If the answer received is not satisfactory, the Ombudsman for Rail Passenger Rights allows to resolve the dispute amicably. The proceedings are voluntary and aim to agree a compromise acceptable to both the passenger and the railway undertaking. The supervision of passengers' rights is carried out by the President of the Office of Rail Transport, to whom you can submit a complaint if you feel that your rights have been breached. In each case, you must provide full documentation of the case.
This year, we are particularly mindful of citizens of Ukraine. Many train companies allow them to travel for free. Detailed information – also in Ukrainian – is published by the Office of Rail Transport.
Other institutions also provide assistance; contact details are given below: