Reimbursement and compensation request form

Pursuant to Regulation (EU) 2021/782 of the European Parliament and of the Council, passengers may use the electronic form to request a refund and compensation.

The company responds to incoming requests within thirty (30) calendar days or, in duly justified cases, informs the passenger that they will receive a reply within a period not exceeding three (3) months from the date of receipt of the request.

Requests submitted within three (3) months from the incident to which they refer are accepted.

Please complete the relevant sections of the form clearly and IN CAPITAL LETTERS.

Reason(s) for your request

Delay

Cancellation

Missed connection due to delay or cancellation

Scheduled journey

Departure date (day/month/year)

Departure station

Destination station

Scheduled departure time (hours/minutes)

Scheduled arrival time (hours/minutes)

Train number/train category

Ticket number(s)/booking details

Ticket price(s)

Journey actually made

Actual arrival date (day/month/year)

Actual departure time (hours/minutes)

Actual arrival time at the final destination (hours/minutes)

Train number/train category

Connection missed (station)

Your request

Specify what you are requesting

Refund of the ticket price(s) *, ** due to cancellation or delay of a train service or loss of a connection expected to result in a delay of at least 60 minutes at the final destination.

Reimbursement of expenses from the railway undertaking for using other transport service providers or other expenses (invoices for other railway undertakings, buses, coaches, taxis, hotels or other accommodation, meals, refreshments) ***

Compensation **

Select one of the following

For arrival delay at the final destination from 60 to 119 minutes.

For arrival delay at the final destination of at least 120 minutes.

Note that you cannot submit a claim for compensation and a refund when you missed one or more connections, if all the following conditions apply:

1. You purchased a ticket or tickets as part of a single commercial transaction for a journey involving one or more connections;

2. It is indicated on the ticket(s) or on another (electronic) document that the tickets represent separate transport contracts;

3. You were informed of this before purchase.

*Refund of expenses is made within 30 days of receipt of the request. You are not entitled to a refund of the ticket price(s) when the company offered and made the necessary arrangements for your transport on another service or for the continuation of your journey to the final destination and you accepted this offer.

** Compensation of the fare is paid within one month of submitting the compensation request.

Note that the minimum amount below which compensation is not paid is 4 EUR per ticket.

Note also that you may submit either a compensation request or a refund request for the ticket price(s), but not both for the same journey.

Note that the minimum amount below which compensation is not paid is 4 EUR.

*** Refund of expenses for using other transport service providers is made within 30 days of receipt of the request. Supporting documents are strongly recommended.

More information on your passenger rights and how to assert them:

— on the "Your Europe" website: https://europa.eu/youreurope/citizens/travel/index_en.html
— via the "Your Passenger Rights" app by scanning the QR code.

Your Passenger Rights QR code

— by phone at Europe Direct
00 800 6 7 8 9 10 11

Personal details

Name

Surname

Address

City

State/Province

Postal code

Country

Contact details

Email address (if applicable; please indicate the email used during the booking)

Telephone number

Payment Information

Preferred form of payment for refund/compensation

Money

Vouchers and/or other services

IBAN account number

SWIFT/BIC (routing number)

Other means of payment used by the passenger to purchase the ticket (e.g. PayPal, Apple Pay, etc.)

Account holder’s full name (first and last name)

Additional information regarding your ticket/journey

If you wish, you may add here further information regarding your ticket/journey, including any additional expenses for other transport service providers or other costs (invoices for other railway undertakings, buses, coaches, taxis, hotels or other accommodation, meals, refreshments). Supporting documents are strongly recommended.

Attach relevant documents

Attach document

One file only.
32 MB limit.
Allowed types: txt, rtf, pdf, doc, docx, odt, ppt, pptx, odp, xls, xlsx, ods.

Attach image

One file only.
32 MB limit.
Allowed types: gif, jpg, jpeg, png.

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(e.g. ticket(s) or booking(s), including receipts for additional expenses incurred; proof of delay/cancellation, where applicable)

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Reimbursement and compensation request form

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