Passengers' Rights on domestic transport services

The rights of the rails carriers and the passengers, which arise from the contract of carriage or the rail ticket, are governed by the Railway Transport Contracts Act, as specified in the Official Gazette of Slovenia no. 61/2000. The law defines the rights and obligations of all passengers in relation to the rail carrier. According to this law, the procedures are detailed in the Guide for the Carriage of Passengers and Passenger Fares on Domestic Routes (Conditions of transport ST 700.01, Discounts ST 700.02, directory of railway stations and fare scales ST 700.03 and Fares ST 700.04).

An important right and obligation of the passenger is to purchase a suitable ticket for travel at the sales point of the railway station or other authorised dealer prior to beginning the journey. If, at the station or stop where the journey begins, there is no ticket counter, or if it is closed, then the ticket must be purchased from the conductor or member of the rail staff onboard. The ticket is a contractual proof of the purchase of carriage and is the basis for the relationship between the passenger and the rail carrier.

Extensive information on train services provided by Slovenian Railways and train fares is available at the railways stations.

Please send your complaints, suggestions or compliments to the following address:

Slovenske železnice, d.o.o. Poslovna enota potniški promet Oddelek za raziskave in razvoj storitev - reklamacije Kurilniška ulica 3, 1506 Ljubljana

alternatively, email us at pritozbe.pohvale@slo-zeleznice.si

Passenger Charter<

Passengers' Rights on international transport services

The transport of passengers on international rail services is governed by the Standard rules for the international carriage of passengers and luggage (CIV) and the Regulations for international passenger services (PIV).

In order to raise the quality of passenger rail services, the railway companies of the European Union adopted the Charter of passenger rail transport (Passenger Charter) on 22nd October 2002.

The charter brings into force a system for compensation claims concerning delays on international passenger rail services. The compensation system applies to all Member States of the European Union, Switzerland and Norway. It applies to all delays on international train services of more than 60 minutes during the day, and delays on international night services of more than 120 minutes, calculated on the time of arrival at the passenger's destination station. Claims require that the passenger is in possession of an international rail ticket worth at least EUR 50 (for a single ticket), which may include the price of any supplements or reservations.

In order to claim compensation for a delay, the passenger must obtain confirmation of the delay from the railway station. Claims for compensation must be accompanied by a valid ticket and filed within two months with the railway company from which the passenger purchased the ticket.

If the passenger is entitled to compensation, the railway company must reply and pay the compensation within a maximum of 3 months from the date that the claim is filed. The railway company is obliged to return at least 20 per cent of the value of the ticket to the passenger. Compensation may be paid in the form of credit, which the traveller may use to purchase the other trips on international traffic.

Rail companies are not obliged to pay compensation for the late arrival of international train services in the following circumstances:

• if passenger is travelling with a network ticket or Eurail or InterRail pass,
  
• for delays arising from natural disasters (flooding, earthquakes, storms, avalanches ...)
  
• for delays about which the passenger was informed in advance of travel,
  
• for delays arising from planned rail construction on the line
  
• for delays due to the fault of the passenger (missed their train, got on the wrong train..)
  
• for delays caused by a third party (suicide or an accident at a rail-road crossing, use of the emergency brake by other passengers ...)
  
• delays due to the operations of state agents on the train (police or customs).

Passenger Charter