The regulation governing rail passenger rights establishes the rights and obligations of rail passengers in order to protect them, particularly in the event of travel disruptions, and to improve the efficiency and attractiveness of rail passenger services. The regulation also sets out the conditions for providing assistance to persons with disabilities and persons with reduced mobility.
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When travelling in the European Union, all passengers travelling by plane, bus, train or boat have the same rights (https://europa.eu/youreurope/citizens/travel/passenger-rights/index_et.htm).
European Union legislation provides the basis to help passengers understand and exercise their rights when travelling by rail in all countries of the EU.
Access to information is a fundamental right of rail passengers
- prior to the journey, in particular on the relevant terms of the contract, timetables and applicable fares;
- during the journey, in particular in the event of delays or interruption of services;
- on the complaints procedure;
- information provided to disabled persons and persons with reduced mobility is provided in an accessible format.
Information in case of a delay or cancellation
In the event of a delay or cancellation, the railway undertaking must inform you of the situation in real time and inform you of your rights and obligations.
In case of a delay of more than 60 minutes to the destination, the passenger has the right to choose:
- to claim reimbursement on the ticket, in accordance with the conditions of its payment, for the portion or portions of the journey not made and for the portion or portions made where the journey no longer serves the purpose of the passenger's original travel plan, where applicable, with return to the original point of departure at the earliest opportunity, or;
- to continue the journey or re-route to the destination at the earliest opportunity and under equivalent transport conditions, or;
- to continue the journey or re-routing to reach the destination at a later date at the passenger's convenience and under equivalent transport conditions.
If the passenger does not opt for reimbursement but for continuation of the journey, they can claim the minimum compensation:
- 25% of the ticket price for a delay of 60-119 minutes;
- 50% of the ticket price for a delay of 120 minutes or more.
If arrival or departure is delayed by more than 60 minutes, passengers are entitled to:
- information on the situation and estimated departure and arrival times;
- a meal and refreshments in a quantity dependant on the wait time;
- accommodation, if one or more overnight stays are necessary; transport to a railway station, to another possible point of departure or the destination of the transport service if the train is blocked on the railway.
Information for people with disabilities and reduced mobility
Legislation on the rights of rail passengers ensures non-discrimination and equal opportunities for disabled persons and persons with reduced mobility when travelling by rail:
- a person with a disability or reduced mobility must not be discriminated against;
- equal access to transport, at no extra charge;
- information on access to railway services and stations upon request;
- free assistance on the train and by staff at the station (passengers are asked to give at least 48 hours' notice of assistance needs);
- the right to compensation if the railway undertaking is responsible for the loss of or damage to their mobility equipment, disability equipment or assistance dog;
- the right to lodge a complaint if the rights of a passenger with special needs have been infringed upon.
Information on safety, complaints and service quality
The safety of passengers on trains and in stations is ensured by the railway undertaking in cooperation with public authorities. Passengers may file a complaint to each relevant railway undertaking about the following minimum service quality standards:
- passenger information and tickets;
- punctuality of transport services and general principles concerning disruption of transport services;
cancellation of transport services; - cleanliness of rolling stock and stations;
- customer satisfaction survey;
- dealing with complaints, refunds and compensation if service quality standards are not met;
- assistance for disabled persons and persons with reduced mobility.
Legislation
On 7 June 2023, the amended version of the regulation regulating the rights of rail passengers, Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations, entered into force (hereinafter referred to as the Regulation).
The aim of the Regulation on rail passengers' rights is to establish rights and obligations for rail passengers in order to protect them particularly when travel is disrupted, and to improve the efficiency and attractiveness of rail passenger services. It also lays down the requirements for granting assistance to disabled persons and persons with reduced mobility.
Scope of application
- The Regulation concerns all rail journeys and services provided under licence by one or more rail undertakings under Directive 2012/34/EU (see summary on A Single Railway Network for Europe).
- The EU rules on rail passengers’ rights apply whenever you travel by train within the EU and generally apply to all rail journeys and services.
- EU countries have the right to grant exemptions for some rail services. Exemptions may apply to national urban, suburban, regional and long-distance services, and to rail services provided solely for historical or tourist purposes. EU countries can also grant exceptions for international journeys from their territory to third countries if the majority of the journey takes place outside the EU and at least one of the intended stops is in a third country. EU countries cannot make exceptions for cross-border international rail journeys between EU countries. Always check the exceptions before buying a train ticket.
- The Regulation does not apply to journeys and services provided in the territory of third countries.
File a complaint
If you feel that your rights have been infringed upon, you should first contact the railway undertaking that provided the service and file a complaint. The railway undertaking's terms and conditions on transport may provide guidelines on the content of the complaint, but the complaint can always be made in free form.
For refund and compensation claims, we recommend using the standard form established by the European Commission.
The complaint must be filed within three months of the occurrence of the incident to which it relates.
For a simpler and faster procedure, we recommend following the forms provided by the railway undertaking. The complaint should include dates, booking numbers, details of the persons involved, all necessary documents and other supporting evidence.
After filing the complaint, the railway undertaking must either give a reasoned reply within one month or, in justified cases, inform the passenger of the date by which he can expect a reply to the complaint (which cannot be more than three months from the date of filing the complaint).
If you do not receive a reply from the railway undertaking within the time limit set or if you are not satisfied with the reply, you can file a complaint against the railway undertaking with the Transport Administration via e-mail: info@transpordiamet.ee or by letter to: Valge 4, 11413 Tallinn.
Include correspondence with the railway undertaking, a copy of your ticket and any other relevant documents.
The transport authority initiates a national supervision procedure against the railway undertaking and sends an enquiry to the railway undertaking asking it to reply within 10 working days. Upon receipt of the reply, the Transport Administration will decide whether the railway undertaking has fulfilled its obligations in regard to the passenger's rights. If the Transport Board finds that the railway undertaking has not fulfilled its obligations, an injunction is issued to the carrier to comply with its obligations and settle the complaint. If the Transport Agency finds that the railway undertaking has fulfilled its obligations, the national supervision procedure is terminated without any action being taken against the undertaking.
The complainant is informed of the outcome of the national supervisory procedure and has the opportunity to defend their rights through legal proceedings in accordance with the laws in force in the Republic of Estonia.
Also, you have the right to file a complaint with the Consumer Protection and Technical Regulatory Authority at any time. Contact details can be found at www.ttja.ee.
Last updated: 21.08.2025
