Protection of passengers with single tickets

Key points

The EESC:

• suggests that, in the event of missed connections and subsequent delays, passengers should be allowed to use rail services during the next leg of their trip, without any restriction, for the following 3 hours or using the first subsequent similar connection. Providers should ensure the availability of seats, even if this means upgrading to higher class of seat. An effective universal ‘insurance’ mechanism should be applied across the board;
• supports the introduction of automatic compensation and reimbursement mechanisms for passengers affected by delays, cancellations or missed connections when the trip concerned is covered by a single ticket. Where railway undertakings, ticket vendors or digital platforms already possess the necessary operational data, passengers should not be required to submit additional documentation or go through complex claims procedures;
• stresses that implementation of the revised Regulation should guarantee accessibility and inclusiveness for all categories of passengers, including older people, people with disabilities and those with reduced mobility, persons with limited digital skills or other vulnerable groups. Information about delays, cancellations, alternative routes, compensation procedures and passenger rights should be provided in real time, through accessible digital and non-digital channels;
• underlines that the provisions on exceptional circumstances and force majeure should be clarified and interpreted narrowly, so that they are not used to limit passengers’ rights in general. Regardless of the cause of the disruption, the right to information, assistance, rerouting and reimbursement should always be maintained.

The EU Youth Test at the EESC was applied to this opinion. National Youth Council of Slovenia (MSS) was chosen by a group of interested youth organisations to represent all of them during the opinion-making process.