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Document 52017PC0548

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Proposal for a REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL on rail passengers’ rights and obligations (recast)

COM/2017/0548 final - 2017/0237 (COD)
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Brussels, 27.9.2017

COM(2017) 548 final

2017/0237(COD)

Proposal for a

REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL

on rail passengers’ rights and obligations

(recast)

(Text with EEA relevance)

{SWD(2017) 317 final}
{SWD(2017) 318 final}


EXPLANATORY MEMORANDUM

1.CONTEXT OF THE PROPOSAL

1.1.Reasons for and objectives of the proposal

Regulation (EC) No 1371/2007 on rail passengers’ rights and obligations 1 (the Regulation) aims to protect rail passengers in the EU. Like air, waterborne transport, bus and coach passengers, rail passengers have rights to information, reservations and tickets, assistance, care and compensation in the event of delay or cancellation, freeofcharge assistance (for persons with disabilities and for persons with reduced mobility), compensation in the event of an accident, a quick and accessible system of complainthandling and full application and effective enforcement of EU law through national enforcement bodies (NEBs) designated by Member States.

The Regulation builds on an existing system of international law (the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV) 2 ) and extends its scope to domestic rail passenger services.

In 2013, the Court of Justice of the European Union (CJEU) ruled that the current Article 17 of the Regulation does not allow for railway undertakings to be exempted from compensating passengers for delays caused by force majeure 3 . This distinguishes rail from other transport modes.

The Member States may exempt the following domestic services from the application of the Regulation (apart from certain mandatory requirements):

·longdistance services, for a maximum of five years, renewable twice, i.e. until 2024;

·urban, suburban and regional services, for an unlimited period; and

·services of which a significant part is operated outside the EU, for a renewable period of five years (de facto no time limit).

In its 2013 report on the application of the Regulation 4 , the Commission highlighted certain problematic areas which were confirmed by an impact assessment in 2016/2017 5 . This proposal strikes a balance between strengthening rail passenger rights and reducing the burden on railway undertakings, as follows:

·The 2013 application report and a 2015 report on exemptions 6 identified the extensive use of exemptions as a major hindrance to the uniform application of the Regulation. The proposal removes exemptions for longdistance domestic services by 2020. For services operated outside the EU, it requires that Member States grant exemptions only if they can prove that passengers are adequately protected on their territory. To ensure legal certainty in cross-border regions, the Regulation will apply in full to urban, suburban and regional services that operate across borders.

·The proposal strengthens the rights of persons with disabilities and of persons with reduced mobility. For persons with disabilities it complies with the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD) 7 . Member States can no longer exempt the provision of assistance and compensation for damaged mobility equipment 8 . Information must be provided in accessible formats in line with the requirements proposed in the European Accessibility Act 9 . Rail staff will have to be trained accordingly.

·Passengers are not always adequately informed when their journey does not go according to plan. The proposal requires that they be given basic information on their rights at booking, e.g. printed on the ticket or electronically. Notices informing passengers of their rights have to be placed in prominent positions in stations and on board.

·The impact assessment confirmed the limited availability of throughtickets. Selling tickets for journey segments only, allows railway undertakings to bypass obligations relating to compensation, re-routing and assistance. By selling throughtickets on their own services only, big market players keep new entrants who cannot offer throughjourneys out of the market.

·The proposal provides for passengers to be given fuller information on throughtickets. In line with the Interpretative Guidelines of 2015 10 and the 4th railway package of 2016 11 , railway undertakings and ticket vendors have to make efforts to offer throughtickets. They must prove that they informed passengers where their passenger rights do not apply to the whole journey but only to its segments.

·It is currently not entirely clear how NEBs should handle complaints and this results in weak enforcement. Passengers’ rights are not always upheld. The proposal sets out the complainthandling process and deadlines in more detail. Passengers should complain to rail operators in the first instance and then, if necessary, to an alternative dispute resolution body (in line with Directive 2013/11/EU 12 ) or an NEB. The proposal specifies NEBs’ responsibilities in cross-border cases and requires them to cooperate effectively.

·The proposal introduces a general clause prohibiting any form of discrimination, e.g. based on nationality, residence, location or currency of payment. This aligns rail with other modes of transport. Passengers who feel that their rights have been infringed can turn to NEBs rather than having to initiate court proceedings under Article 18 of the Treaty on the Functioning of the EU.

·The current inclusion of the CIV Uniform Rules in Annex I to the Regulation can lead to problems of consistency as amendments to the CIV cannot be reflected without a full-fledged revision of the Regulation. Having acceded to the Convention concerning International Carriage by Rail (COTIF) 13 in 2013, the EU is now a member of the Intergovernmental Organisation for International Carriage by Rail (OTIF) and participates in its work to revise the CIV. However, in order to ensure legal certainty and transparency, the text will remain included in Annex I. To ensure consistency with the COTIF and the CIV, the proposal introduces an empowerment for the Commission to update Annex I to take account of amendments to the CIV.

·Under the 4th railway package, railway undertakings have to draw up contingency plans to protect and assist passengers in the event of major transport disruptions. No such obligations exist for other actors. To reduce the burden on railway undertakings, the proposal obliges station and infrastructure managers also to have contingency plans. Member States will decide on the detail and coordination of the plans with national authorities, for example.

·Depending on applicable national rules, railway undertakings may have difficulties in obtaining redress from a third party responsible for a delay. The proposal enables railway undertakings to use a right to redress, in accordance with applicable law, if delays were caused by a third party’s fault or negligence. The measure aligns rail passenger rights with air passenger rights 14 .

·Railway undertakings have to compensate passengers for delays caused by force majeure. Before the CJEU ruling in 2013, stakeholders commonly understood that the Regulation contained a force majeure clause exempting carriers from compensation. After the ruling, railway undertakings felt discriminated against as compared with other transport operators who benefit from force majeure exemptions.

·The impact assessment found no compelling evidence that the absence of such a clause placed a major economic burden on railway undertakings. However, there is a risk of the principles of legal fairness and proportionality being breached if the railway undertakings have to pay compensation in situations that they did not cause and could not prevent. To limit the restriction of passengers’ rights and ensure legal certainty, the proposal introduces a force majeure clause that applies only in very exceptional situations caused by severe weather conditions and natural disasters 15 .

1.2.Consistency with existing policy provisions in the policy area

The 2011 transport white paper 16 stressed the need for highquality, accessible and reliable passenger rail services and for mobility continuity in the event of travel disruption. It also calls for clarification of passenger rights legislation and improved transport for elderly passengers and those with disabilities or reduced mobility.

The proposal aligns rail with general aspects of passenger rights legislation on other transport modes, notably non-discrimination, contingency planning, disability training, complainthandling and enforcement. It takes account of the specificities of rail transport, e.g. by allowing Member States to exempt urban, suburban and regional services from certain provisions.

Strengthened rights will protect passengers in the liberalised market envisaged under the 4th railway package.

By introducing a force majeure clause, the proposal again ensures consistency with other EU legislation, such as that on passenger rights in other transport modes and the Package Travel Directive 17 , which exempt operators from paying compensation where delays are caused by extraordinary circumstances.

1.3.Consistency with other Union policies

The Regulation will be listed in the Annex to the revised Consumer Protection Cooperation Regulation 18 , which sets out minimum investigation and enforcement powers for national enforcers and procedures for investigations and enforcement where at least two Member States are concerned. This is expected to strengthen crossborder enforcement.

Strengthening the rights of persons with disabilities is in line with the UNCRPD and the 2010-2020 European Disability Strategy 19 . Directive (EU) 2016/797 on the interoperability of the rail system (recast) 20 also contains references to accessibility. The requirements of the European Accessibility Act will apply as regards accessible information. Persons with reduced mobility will also benefit from better accessibility.

The proposal includes references to the COTIF (the CIV Uniform Rules), thus extending its rules to domestic rail transport in the EU. As members of OTIF, the EU and its Member States apply the CIV rules, participate in OTIF general assemblies and vote on revisions to the CIV.

2.LEGAL BASIS, SUBSIDIARITY AND PROPORTIONALITY

2.1.Legal basis

The legal basis is Article 91 (1) of the Treaty on the Functioning of the EU, to which the codecision procedure applies.

2.2.Subsidiarity (for non-exclusive competence)

Rail transport is cross-border by nature and even domestic services are used by residents of different EU countries. The divergent application and enforcement of the Regulation creates legal uncertainty, weakens passengers’ rights and affects competition among rail operators. Only coordinated EU intervention can address these issues.

The proposal will ensure similar levels of passenger protection across the EU by reducing national exemptions. More robust rules will create a level playingfield for the rail sector while harmonising basic passenger rights across the EU.

2.3.Proportionality

The proposal complies with the principle of proportionality. Additional costs for the rail sector and national authorities are limited to those necessary to improve the application and enforcement of passengers’ rights. Higher costs due to reduced exemptions and thus increased provision of care, assistance and compensation are balanced inter alia by the introduction of a force majeure clause.

2.4.Choice of instrument

As this proposal aims to revise an existing Regulation, the same instrument will be kept.

3.RESULTS OF EX POST EVALUATIONS, STAKEHOLDER CONSULTATIONS AND IMPACT ASSESSMENTS

3.1.Ex post evaluations/fitness checks of existing legislation

No separate ex post evaluation was carried out in addition to the 2013 report. The impact assessment confirmed and, where necessary, updated the findings of the report.

3.2.Stakeholder consultations

For the impact assessment, stakeholders’ input was gathered by various means, including an open public consultation (OPC) and targeted consultations by an external contractor. Both qualitative input (opinions, views, suggestions) and quantitative information (data, statistics) were sought.

The stakeholders included participants from the industry, groups representing passengers/consumers, persons with disabilities and persons with reduced mobility (PRMs), and public authorities, i.e. those affected by the policy, those who apply it and those with a vested interest in it.

3.2.1.Open public consultation

The OPC was held between February and May 2016 on Your voice in Europe 21 to gather stakeholders’ opinions on perceived problems with the Regulation, possible solutions and their likely impacts. There were 190 replies from various categories of respondent: citizens, passenger/consumer associations, PRM organisations, public authorities, industry federations, railway undertakings, infrastructure managers, a ticket vendor and others.

3.2.2.Targeted consultations

The targeted consultations involved a series of interviews based on questionnaires for the various stakeholders. A set of 13 case studies was produced and the findings were used to refine and finalise the problem definition. In addition, 13 non-case studies were prepared to collect further data.

3.2.3.Analysis of results in relation to the main problems identified

3.2.3.1.Awareness and information about passenger rights

Passenger and consumer associations complained about low awareness of passenger rights. Of the PRM organisations, five (63 %) suggested that persons with disabilities and persons with reduced mobility are not well informed about their rights and called for better passenger information. The majority of public authorities confirmed low awareness levels and criticised the level of information provided during the journey. Railway undertakings argued that passengers are well informed.

3.2.3.2.Exemptions

Of the passenger and consumer associations, seven (47 %) agreed that there should be fewer exemptions. Some PRM organisations called for the removal of exemptions but four (50 %) had ‘no opinion’. Industry federations and railway undertakings supported exemptions.

3.2.3.3.Assistance for persons with disabilities and persons with reduced mobility

PRM organisations complained about outdated PRM rights and insufficient information. Passenger and consumer associations shared this view. Other problems relate to the accessibility of stations and rolling stock, costly pre-notification processes, refusal to provide assistance and a lack of available assistance at certain times of the day. Railway undertakings were mostly concerned with abuses of PRM assistance as a free ‘porter’ service.

3.2.3.4.Tasks of the NEBs and enforcement

Citizens, passenger/consumer associations and PRM organisations complained about inadequate complainthandling procedures. NEBs called for their roles and tasks to be clarified. The infrastructure manager considered that only railway undertakings should handle complaints. Industry federations disagreed with the proposal to strengthen the role of NEBs. They and the infrastructure manager favoured a deadline of three months for lodging complaints.

3.2.3.5.Ticketing

Passenger and consumer associations asked for clarification on throughtickets. Of the railway undertakings, eight (73 %) suggested that the concepts of ‘carrier’ and ‘missed connection’ were unclear, while seven (64 %) found the concept of ‘throughticket’ clear. One NEB found that the Interpretative Guidelines complicated the issue of throughtickets, but industry federations did not share this view.

3.2.3.6.Force majeure

A majority of respondents among citizens, passengers/consumers and PRM associations, and several NEBs rejected the introduction of a force majeure clause. On the other hand, industry federations and railway undertakings were in favour of such a clause to bring rail into line with other transport modes and ensure legal clarity and consistency. An informal consultation of Member States showed a majority in favour of a force majeure clause.

3.3.Collection and use of expertise

The Commission sought expertise from an external contractor (Steer Davies Gleeve), collected data, prepared case studies and provided an analytical tool for the impact assessment. The study report will be publicly available once approved.

3.4.Impact assessment

A first impact assessment report was submitted to the Regulatory Scrutiny Board (RSB) on 18 January 2017. The RSB issued a negative opinion on the basis of shortcomings as regards, in particular, the economic justification for the introduction of a force majeure clause. Other issues concerned the structure and content of policy options, the representation of stakeholders’ views, and the analysis and comparison of policy impacts, especially regarding cost and monitoring arrangements.

The shortcomings were addressed as follows: in view of the high number of unconnected options, policy options were broken down, in a sequential approach analysing and comparing costs and benefits and selecting a preferred policy scenario per theme. The final preferred option is thus a combination of preferred scenarios by individual topic. As regards force majeure, the very limited evidence available showed the minor economic scale of the problem. Nevertheless, the impact assessment addressed the issue in response to significant stakeholder demand from the railway sector and Member States, notably to ensure that the principles of legal fairness and proportionality are respected.

A revised impact assessment report was submitted to the RSB on 7 April 2017 and received a positive opinion on 12 May 2017. The final report, which responds to the RSB's recommendations for clarifying certain aspects further, is submitted together with this proposal.

3.4.1.Issues linked to the economic analysis 

The key economic and social costs and benefits were calculated quantitatively according to the data available. Other costs and benefits were assessed qualitatively. The overall net social value was assessed on the basis of the conflicting interests of the two main stakeholders: passengers and the rail sector. The impact assessment looked at the impact of the following on railway undertakings’ costs:

(a)    compensation for delays;

(b)    assistance for passengers in the event of disruptions/delays; and

(c)    staff training on PRM issues.

There is a direct correlation between costs and passenger welfare, e.g. more compensation for delays equals greater passenger welfare.

All costs and benefits are analysed over a 15-year period (2020-2035).

3.4.2.Policy option analysis by theme distinguishing between major and secondary issues

Major issues

Exemptions

Policy scenario A

Policy scenario B

Policy scenario C

·Bring removal of exemptions for longdistance domestic services forward to 2020;

·Limit exemptions for services with nonEU countries

·Bring removal of exemptions for longdistance domestic services forward to 2020;

·Limit exemptions for services with nonEU countries;

·Remove exemptions for crossborder urban, suburban and regional services

·Bring removal of exemptions for longdistance domestic services forward to 2020;

·Limit exemptions for services with nonEU countries;

·Remove exemptions for cross-border urban, suburban and regional services;

·Remove exemptions for all urban, suburban and regional services

The impact assessment selected scenario B as the preferred option. It involves a balanced compromise between the conflicting interests of passengers and railway undertakings by increasing passenger protection without imposing an excessive financial burden on the rail industry (0.13 % overall cost increase expected for the rail sector). Complete removal of exemptions on urban, suburban and regional services would represent an excessive burden for the rail sector bearing the risk that some operators decide to discontinue services.

Applicability of PRMs rights to all services

Policy scenario A

Policy scenario B

·Guidelines to promote application of PRM rights

·Regulatory provision on application of PRM rights

The impact assessment selected scenario B as the preferred option. It combines greater benefits for PRMs with a low burden for the rail industry.

Information for PRMs

Policy scenario A

Policy scenario B

·Journey information is accessible to all PRMs

·Journey information is accessible to all PRMs;

·Information on passenger rights is accessible to all PRMs

The impact assessment selected scenario B as the preferred option. It involves a comprehensive approach to the problem of inaccessible information without generating high costs for the rail sector.



PRM assistance

Policy scenario A

Policy scenario B

·Bestpractice exchange on disability awareness training

·Require disability awareness training for rail staff

Providing disability awareness training does not represent a high burden for the rail sector, with an increase of only 0.31 % in its total costs. The impact assessment therefore selected scenario B as the preferred option.

Complainthandling

Policy scenario A

Policy scenario B

·Guidelines for the rail sector

·Regulatory provisions (new obligations for station and infrastructure managers)

The impact assessment selected scenario B as the preferred option. The rail sector will have to follow a clear, detailed complainthandling process. Passengers will have better means of complaint and redress.

Throughtickets

Policy scenario A

Policy scenario B

·Define throughticket and linked obligations

·Define throughticket and linked obligations;

·Encourage railway undertakings and ticket vendors to sell throughtickets wherever possible; burden of proof on undertakings and vendors if no throughticket was sold

The impact assessment selected scenario B as the preferred option. It involves not only defining throughtickets, but also encouraging undertakings and vendors to offer them and requiring them to inform passengers about their rights.

NEB complainthandling and enforcement

Policy scenario A

Policy scenario B

·NEBs report on their activities

·Detailed instructions on the complainthandling process;

·Duty on NEBs to cooperate on crossborder issues

The impact assessment selected scenario B as the preferred option. It clarifies NEBs’ roles and responsibilities in relation to complainthandling and cooperation, including on crossborder issues. Improved NEB working arrangements will lead to better enforcement.



Force majeure

Policy scenario A

Policy scenario B

·Introduce a force majeure clause in Article 17 (compensation);

·Narrow definition of force majeure

·Introduce a force majeure clause in Article 17 (compensation);

·Broad definition of force majeure

The introduction of a force majeure clause will reduce the financial burden on railway undertakings. At the same time it will reduce passengers' right to compensation. Scenario B, which is based on a broad definition of force majeure, involves greater financial relief for railway undertakings (EUR 1 299 million more than the baseline scenario and EUR 737 million more than scenario A). With the narrow definition (scenario A), the reduction of passenger rights will be limited, while the burden on railway undertakings will still be reduced as compared with the baseline.

The reduction in passenger rights is counter-balanced by greater benefits to passengers, notably through reduced exemptions and PRM measures, which are expected to reach EUR 191 million. As rights to assistance, care and information are not affected by the clause, a high level of consumer protection is still guaranteed. The burden on NEBs might increase slightly in view of interventions in controversial cases. The narrow definition of force majeure leaves less room for interpretation and will trigger fewer interventions.

The impact assessment therefore selected scenario A as the preferred option, as it ensures a fair balance between the interests of passengers and the rail industry. The burden to prove the existence of a force majeure lies with the railway undertaking.

Secondary issues

For a number of secondary issues relating to information, non-discrimination, the CIV, contingency planning, the right to redress and complainthandling by railway undertakings, only one policy scenario is suggested.

Information for all passengers

·Information on rail passenger rights is provided together with the ticket;

·Information on passenger rights is provided in stations and on board trains

Non-discrimination

·Prevent discrimination on the basis of nationality, location or currency

CIV

·Consistency between the Regulation and the COTIF/CIV rules

Introducing a specific empowerment for the Commission to update the Annex I of the Regulation to take account of amendments to the CIV will ensure consistency between the two.

Contingency planning

·Servicecontinuity and contingencyplanning obligations apply to actors other than railway undertakings

Burdensharing with other stakeholders will limit the cost for railway undertakings.

Right to redress

·Right to redress from third parties

Railway undertakings will have easier access to redress from third parties responsible for delays.

Complainthandling for railway undertakings

·Specify deadlines for passengers to lodge complaints

Time limits for lodging complaints will reduce costs, as incident data will not need to be stored for a long period of time.

3.5.Fundamental rights

Article 38 of the Charter of Fundamental Rights requires that Union policies ensure a high level of consumer protection. Article 26 of the Charter calls for the integration of persons with disabilities and requires Member States to take measures to ensure their independence, social and occupational integration, and participation in the life of the community. Strengthening the rights of rail passengers in the EU will further raise the overall high level of consumer protection.

4.BUDGETARY IMPLICATIONS

The proposal has no implications for the EU budget.

5.OTHER ELEMENTS

5.1.Implementation plans and monitoring, evaluation and reporting arrangements

The Commission will monitor the implementation and effectiveness of this initiative on the basis of progress indicators such as numbers of exempted services, percentage of staff receiving disability training, number of assistance requests, compliance with information requirements, number of throughtickets sold, number of complaints and compensation payments. Five years after the entry into force of the proposed legislation, the Commission will evaluate whether its objectives were reached.

ê 1371/2007/EC (adapted)

2017/0237 (COD)

Proposal for a

REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL

on rail passengers’ rights and obligations

(recast)

(Text with EEA relevance)

THE EUROPEAN PARLIAMENT AND THE COUNCIL OF THE EUROPEAN UNION,

Having regard to the Treaty establishing the European Community Ö on the Functioning of the European Union Õ , and in particular Article 71 Ö 91 Õ (1) thereof,

Having regard to the proposal from the Ö European Õ Commission,

Ö After transmission of the draft legislative act to the national parliaments, Õ

Having regard to the opinion of the European Economic and Social Committee 22 ,

Having regard to the opinion of the Committee of the Regions 23 ,

Acting in accordance with the procedure laid down in Article 251 of the Treaty, in the light of the joint text approved by the Conciliation Committee on 31 July 2007 24 Ö ordinary legislative procedure Õ ,

Whereas:

ò new

(1)A number of amendments are to be made to Regulation (EC) No 1371/2007 of the European Parliament and of the Council 25 . In the interests of clarity, that Regulation should be recast.

ê 1371/2007/EC recital 1

(2)In the framework of the common transport policy, it is important to safeguard users’ rights for rail passengers and to improve the quality and effectiveness of rail passenger services in order to help increase the share of rail transport in relation to other modes of transport.

ê 1371/2007/EC recital 2 (adapted)

The Commission’s Communication Consumer Policy Strategy 2002-2006’ 26 sets the aim of achieving a high level of consumer protection in the field of transport in accordance with Article 153(2) of the Treaty.

ò new

(3)Despite considerable progress made in protecting consumers in the Union, further improvements in protecting the rights of rail passengers are still to be made.

ê 1371/2007/EC recital 3

(4)Since the rail passenger is the weaker party to the transport contract, passengers’ rights in this respect should be safeguarded.

ò new

(5)Granting the same rights to rail passengers taking international and domestic journeys should raise the level of consumer protection in the Union, ensure a level playing-field for railway undertakings and guarantee a uniform level of rights for passengers.

(6)Urban, suburban and regional rail passenger services are different in character from long-distance services. Member States should therefore be allowed to exempt urban, suburban and regional rail passenger services which are not crossborder services within the Union from certain provisions on passengers' rights.

ê 1371/2007/EC recital 24 (adapted)

ð new

(7)It is an aim of this Regulation to improve rail passenger services within the Ö Union Õ Community. Therefore, Member States should be able to grant exemptions for services in regions where a significant part of the service is operated outside the Ö Union, Õ Communityð provided that an adequate level of passenger rights is ensured on the part of such services provided on those Member States' territory, in accordance with their national law ï.

ò new

(8)However, the exemptions should not apply to the provisions of this Regulation that facilitate the use of rail services by persons with disabilities or persons with reduced mobility. Furthermore, exemptions should not apply to the rights of those wishing to purchase tickets for travel by rail to do so without undue difficulty, to the provisions on railway undertakings’ liability in respect of passengers and their luggage, to the requirement that railway undertakings be adequately insured, and to the requirement that they take adequate measures to ensure passengers’ personal security in railway stations and on trains and to manage risk.

ê 1371/2007/EC recital 4

ð new

(9)Users’ rights to rail services include the receipt of information regarding the service both before and during the journey. Whenever possible, railway undertakings and ticket vendors should provide this information in advance and as soon as possible. ð That information should be provided in accessible formats for persons with disabilities or persons with reduced mobility. ï 

ê 1371/2007/EC recital 5 (adapted)

(10)More detailed requirements regarding the provision of travel information will be Ö are Õ set out in the technical specifications for interoperability (TSIs) referred to in Commission Regulation (EU) No 454/2011 27  Directive 2001/16/EC of the European Parliament and of the Council of 19 March 2001 on the interoperability of the conventional rail system 28 .

ê 1371/2007/EC recital 6 (adapted)

(11)Strengthening of the rights of rail passengers should build on the existing system of international law on this subject contained in Appendix A — Uniform rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV) to the Convention concerning International Carriage by Rail (COTIF) of 9 May 1980, as modified by the Protocol for the modification of the Convention concerning International Carriage by Rail of 3 June 1999 (1999 Protocol). However, it is desirable to extend the scope of this Regulation and protect not only international passengers but domestic passengers too. Ö On 23 February 2013, the Union acceded to the COTIF. Õ

ò new

(12)In the context of the sale of tickets for the transport of passengers, Member States should take all necessary measures to prohibit discrimination on the basis of nationality or residence, regardless whether the passenger concerned is present, permanently or on a temporary basis, in another Member State. Those measures should cover all covert forms of discrimination which, by the application of other criteria, such as residence, physical or digital location, may have the same effect. In light of the development of online platforms selling passenger transport tickets, Member States should pay special attention to ensuring that no discrimination occurs during the process of accessing online interfaces or purchasing tickets. However, transport schemes involving social tariffs should not be automatically precluded, provided that they are proportionate and independent of the nationality of the persons concerned.

(13)The increasing popularity of cycling across the Union has implications for overall mobility and tourism. An increase in the use of both railways and cycling in the modal split reduces the environmental impact of transport. Therefore, railway undertakings should facilitate the combination of cycling and train journeys as much as possible, in particular by allowing the carriage of bicycles on board trains.

ê 1371/2007/EC recital 7 (adapted)

(14)Railway undertakings should cooperate to facilitate the transfer of rail passengers from one operator to another by the provision of throughtickets, whenever possible.

ê 1371/2007/EC recital 8

The provision of information and tickets for rail passengers should be facilitated by the adaptation of computerised systems to a common specification.

ê 1371/2007/EC recital 9

The further implementation of travel information and reservation systems should be executed in accordance with the TSIs.

ê 1371/2007/EC recital 10 (adapted)

ð new

(15)ð In the light of the United Nations Convention on the Rights of Persons with Disabilities and in order to give persons with disabilities and persons with reduced mobility opportunities for rail travel comparable to those of other citizens, rules for non-discrimination and assistance during their journey should be established. ï Rail passenger services should benefit citizens in general. Consequently, disabled pPersons Ö with disabilities Õ and persons with reduced mobility, whether caused by disability, age or any other factor, should have opportunities for rail travel comparable to those of other citizens. Disabled persons and persons with reduced mobility have the same right as all other citizens to free movement, freedom of choice and to non-discrimination. Inter alia, special attention should be given to the provision of information to disabled persons Ö with disabilities Õ and persons with reduced mobility concerning the accessibility of rail services, access conditions of rolling stock and the facilities on board. In order to provide passengers with sensory impairment with the best information on delays, visual and audible systems should be used, as appropriate. disabled pPersons Ö with disabilities Õ and persons with reduced mobility should be enabled to buy tickets on board a train without extra charges. ð Staff should be adequately trained to respond to the needs of persons with disabilities and persons with reduced mobility, notably when providing assistance. To ensure equal travel conditions, such persons should be provided with assistance at stations and on board at all times when trains operate and not only at certain times of the day. ï

ê 1371/2007/EC recital 11 (adapted)

ð new

(16)Railway undertakings and station managers should take into account the needs of disabled persons Ö with disabilities Õ and persons with reduced mobility, through compliance with the TSI for persons with reduced mobility,. so as to ensure that Ö In addition Õ , in accordance with Community Ö Union Õ public procurement rules, ð in particular Directive 2014/24/EU of the European Parliament and of the Council 29 ï all buildings and rolling stock are Ö should be Õ made accessible through the progressive elimination of physical obstacles and functional hindrances when acquiring new material or carrying out construction or major renovation work.

ê 1371/2007/EC recital 14 (adapted)

ð new

(17)It is desirable that this Regulation create a system of compensation for passengers in the case of delay which is linked to the liability of the railway undertaking, on the same basis as the international system provided by the COTIF and in particular appendix CIV Ö Uniform Rules Õ thereto relating to passengers' rights. ð In the event of a delay of a passenger service, railway undertakings should provide passengers with compensation based on a percentage of the ticket price. ï 

ê 1371/2007/EC recital 12

ð new

(18)Railway undertakings should be obliged to be insured, or to make equivalent arrangements, for their liability to rail passengers in the event of accident. The minimum amount of insurance for railway undertakings should be the subject of future review. ð Where Member States set a maximum amount for compensatory damages in the event of death or personal injury to passengers, that amount should be at least equivalent to the amount set out in the CIV Uniform Rules. ï 

ê 1371/2007/EC recital 13

(19)Strengthened rights of compensation and assistance in the event of delay, missed connection or cancellation of a service should lead to greater incentives for the rail passenger market, to the benefit of passengers.

ò new

(20)In the event of delay, passengers should be provided with continued or re-routed transport options under comparable transport conditions. The needs of persons with disabilities and persons with reduced mobility should be taken into account in such an event.

(21)However, a railway undertaking should not be obliged to pay compensation if it can prove that the delay was caused by severe weather conditions or major natural disasters endangering the safe operation of the service. Any such event should have the character of an exceptional natural catastrophe, as distinct from normal seasonal weather conditions, such as autumnal storms or regularly occurring urban flooding caused by tides or snowmelt. Railway undertakings should prove that they could neither foresee nor prevent the delay even if all reasonable measures had been taken. 

(22)In cooperation with infrastructure managers and railway undertakings, station managers should prepare contingency plans to minimise the impact of major disruptions by providing stranded passengers with adequate information and care.

(23)This Regulation should not restrict the rights of railway undertakings to seek compensation from any person, including third parties, in accordance with applicable national law.

ê 1371/2007/EC recital 15

(24)Where a Member State grants railway undertakings an exemption from the provisions of this Regulation, it should encourage railway undertakings, in consultation with organisations representing passengers, to put in place arrangements for compensation and assistance in the event of major disruption to a rail passenger service.

ê 1371/2007/EC recital 16

(25)It is also desirable to relieve accident victims and their dependants of short-term financial concerns in the period immediately after an accident.

ê 1371/2007/EC recital 17

(26)It is in the interests of rail passengers that adequate measures be taken, in agreement with public authorities, to ensure their personal security at stations as well as on board trains.

ê 1371/2007/EC recital 18

(27)Rail passengers should be able to submit a complaint to any railway undertaking involved regarding the rights and obligations conferred by this Regulation, and be entitled to receive a response within a reasonable period of time.

ê 1371/2007/EC recital 19

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(28)Railway undertakings ð and station managers ï should define, ð make publicly available, ï manage and monitor service quality standards for rail passenger services.

ê 1371/2007/EC recital 20

The contents of this Regulation should be reviewed in respect of the adjustment of financial amounts for inflation and in respect of information and service quality requirements in the light of market developments as well as in the light of the effects on service quality of this Regulation.

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(29)To maintain a high level of consumer protection in rail transport, Member States should be required to designate national enforcement bodies to monitor closely and enforce this Regulation at national level. Those bodies should be able to take a variety of enforcement measures. Passengers should be able to complain to those bodies about alleged infringements of the Regulation. To ensure the satisfactory handling of such complaints, the bodies should also cooperate with each other.

ê 1371/2007/EC recital 21 (adapted)

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(30)ð Processing of personal data should be carried out in accordance with Union law on the protection of personal data, in particular with ï This Regulation should be without prejudice toRegulation (EU) 2016/679 of the European Parliament and of the Council 30  Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data 31 .

ê 1371/2007/EC recital 22

(31)Member States should lay down penalties applicable to infringements of this Regulation and ensure that these penalties are applied. The penalties, which might include the payment of compensation to the person in question, should be effective, proportionate and dissuasive.

ê 1371/2007/EC recital 23 (adapted)

(32)Since the objectives of this Regulation, namely the development of the Ö Union's Õ Community’s railways and the introduction of passenger rights, cannot be sufficiently achieved by the Member States, and can therefore be better achieved at Ö Union Õ Community level, the Ö Union Õ Community may adopt measures, in accordance with the principle of subsidiarity as set out in Article 5 of the Treaty. In accordance with the principle of proportionality, as set out in that Article, this Regulation does not go beyond what is necessary in order to achieve those objectives.

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(33)In order to ensure a high level of passenger protection, the power to adopt acts in accordance with Article 290 of the Treaty on the Functioning of the European Union should be delegated on the Commission to amend the Annexes I, II, and III in respect of the CIV Uniform Rules, the minimum information to be provided by railway undertakings and ticket vendors, on minimum service quality standards, and to adjust, in the light of inflation, the financial amounts referred to in the Regulation. It is of particular importance that the Commission carry out appropriate consultations during its preparatory work, including at expert level, and that those consultations be conducted in accordance with the principles laid down in the Interinstitutional Agreement of 13 April 2016 on Better Law-Making 32 . In particular, to ensure equal participation in the preparation of delegated acts, the European Parliament and the Council receive all documents at the same time as Member States' experts, and their experts systematically have access to meetings of Commission expert groups dealing with the preparation of delegated acts.

ê 1371/2007/EC recital 25 (adapted)

Railway undertakings in some Member States may experience difficulty in applying the entirety of the provisions of this Regulation on its entry into force. Therefore, Member States should be able to grant temporary exemptions from the application of the provisions of this Regulation to long-distance domestic rail passenger services. The temporary exemption should, however, not apply to the provisions of this Regulation that grant disabled persons or persons with reduced mobility access to travel by rail, nor to the right of those wishing to purchase tickets for travel by rail to do so without undue difficulty, nor to the provisions on railway undertakings’ liability in respect of passengers and their luggage, the requirement that undertakings be adequately insured, and the requirement that those undertakings take adequate measures to ensure passengers’ personal security in railway stations and on trains and to manage risk.

ê 1371/2007/EC recital 26

Urban, suburban and regional rail passenger services are different in character from long-distance services. Therefore, with the exception of certain provisions which should apply to all rail passenger services throughout the Community, Member States should be able to grant exemptions from the application of the provisions of this Regulation to urban, suburban and regional rail passenger services.

ê 1371/2007/EC recital 27

33 The measures necessary for the implementation of this Regulation should be adopted in accordance with Council Decision 1999/468/EC of 28 June 1999 laying down the procedures for the exercise of implementing powers conferred on the Commission.

ê 1371/2007/EC recital 28

In particular, the Commission should be empowered to adopt implementing measures. Since those measures are of general scope and are designed to amend non-essential elements of this Regulation, or to supplement it with new non-essential elements, they must be adopted in accordance with the regulatory procedure with scrutiny provided for in Article 5a of Decision 1999/468/EC,

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(34)This Regulation respects fundamental rights and observes the principles recognised in the Charter of Fundamental Rights of the European Union, in particular Articles 21, 26, 38 and 47 concerning, respectively, the prohibition of any form of discrimination, the integration of persons with disabilities, a high level of consumer protection, and the right to an effective remedy and to a fair trial. The Member States' courts must apply this Regulation in a manner consistent with these rights and principles,

ê 1371/2007/ EC (adapted)

HAVE ADOPTED THIS REGULATION:

Chapter I

General provisions

Article 1

Subject matter

This Regulation establishes rules Ö applicable to rail transport Õ as regards the following:

(a) the information to be provided by railway undertakings, the conclusion of transport contracts, the issuing of tickets and the implementation of a Computerised Information and Reservation System for Rail Transport,

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(a) non-discrimination between passengers with regard to transport conditions;

ê 1371/2007/EC

(b) the liability of railway undertakings and their insurance obligations for passengers and their luggage,;

 (c) the obligations of railway undertakings to passengers cases of delay,

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(c)passengers’ rights in the event of an accident arising from the use of railway services and resulting in death, personal injury or loss of, or damage to, their luggage;

(d)passengers’ rights in the event of cancellation or delay;

ê 1371/2007/EC (adapted)

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ð (e) minimum ï Ö information to be provided to passengers; Õ

(df) the protection of ð non-discrimination against ï, and ð mandatory ï assistance to Ö for Õ , disabled persons Ö with disabilities Õ and persons with reduced mobility travelling by rail,;

(eg) the definition and monitoring of service quality standards, Ö and Õ the management of risks to the personal security of passengers; and 

(h) the handling of complaints,; and

(fi) general rules on enforcement.

Article 2

Scope

1.This Regulation shall apply to all Ö domestic and international Õ rail journeys and services throughout the Community Ö Union Õ provided by one or more railway undertakings licensed in accordance with Directive 2012/34/EU of the European Parliament and of the Council 34  Council Directive 95/18/EC of 19 June 1995 on the licensing of railway undertakings 35 .

2. This Regulation does not apply to railway undertakings and transport services which are not licensed under Directive 95/18/EC.

3. On the entry into force of this Regulation, Articles 9, 11, 12, 19, 20(1) and 26 shall apply to all rail passenger services throughout the Community

4. With the exception of the provisions set out in paragraph 3, a Member State may, on a transparent and non-discriminatory basis, grant an exemption for a period no longer than five years, which may be renewed twice for a maximum period of five years on each occasion, from the application of the provisions of this Regulation to domestic rail passenger services.

36 5. With the exception of the provisions set out in paragraph 3 of this Article, a Member State may exempt from the application of the provisions of this Regulation urban, suburban and regional rail passenger services. In order to distinguish between urban, suburban and regional rail passenger services, Member States shall apply the definitions contained in Council Directive 91/440/EEC of 29 July 1991 on the development of the Community’s railways. In applying these definitions, Member States shall take into account the following criteria: distance, frequency of services, number of scheduled stops, rolling stock employed, ticketing schemes, fluctuations in passenger numbers between services in peak and off-peak periods, train codes and timetables.

6. For a maximum period of five years, a Member State may, on a transparent and non-discriminatory basis, grant an exemption, which may be renewed, from the application of the provisions of this Regulation to particular services or journeys because a significant part of the rail passenger service, including at least one scheduled station stop, is operated outside the Community.

7. Member States shall inform the Commission of exemptions granted pursuant to paragraphs 4, 5 and 6. The Commission shall take appropriate action if such an exemption is deemed not to be in accordance with the provisions of this Article. No later than 3 December 2014, the Commission shall submit to the European Parliament and the Council a report on exemptions granted pursuant to paragraphs 4, 5 and 6.

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2.Subject to paragraph 4, Member States may exempt the following services from the application of this Regulation:

(a)urban, suburban and regional rail passenger services as referred to in Directive 2012/34/EU, except cross-border services within the Union;

(b)international rail passenger services of which a significant part, including at least one scheduled station stop, is operated outside the Union, provided that passengers’ rights are adequately ensured under relevant national law on the territory of the Member State granting the exemption.

3.Member States shall inform the Commission of exemptions granted pursuant to points (a) and (b) of paragraph 2, and on the adequacy of their national law on their territory for the purposes of point (b) of paragraph 2.

4.Articles 5, 10, 11 and 25 and Chapter V shall apply to all rail passenger services referred to in paragraph 1, including services exempted in accordance with points (a) and (b) of paragraph 2.

ê 1371/2007/ EC (adapted)

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Article 3

Definitions

For the purposes of this Regulation the following definitions shall apply:

(1)‘railway undertaking’ means a railway undertaking as defined in Article 2 3(1) of Directive 2001/14/EC 37  2012/34/EU, and any other public or private undertaking the activity of which is to provide transport of goods and/or passengers by rail on the basis that the undertaking must ensure traction; this also includes undertakings which provide traction only;

(2) ‘carrier’ means the contractual railway undertaking with whom the passenger has concluded the transport contract or a series of successive railway undertakings which are liable on the basis of this contract;

(3) ‘substitute carrier’ means a railway undertaking, which has not concluded a transport contract with the passenger, but to whom the railway undertaking party to the contract has entrusted, in whole or in part, the performance of the transport by rail;

(42) ‘infrastructure manager’ means ð an infrastructure manager ï any body or undertaking that is responsible in particular for establishing and maintaining railway infrastructure, or a part thereof, as defined in Article 3 of Directive 91/440/EEC 2012/34/EU, which may also include the management of infrastructure control and safety systems; the functions of the infrastructure manager on a network or part of a network may be allocated to different bodies or undertakings;

(53) ‘station manager’ means an organisational entity in a Member State, which has been made responsible for the management of a railway station and which may be the infrastructure manager;

(64) ‘tour operator’ means an organiser or retailer, other than a railway undertaking, within the meaning of Article 23, points (2)(8) and (3) (9) of Directive 90/314/EEC 38  (EU) 2015/2302 of the European Parliament and of the Council 39 ;

(75)‘ticket vendor’ means any retailer of rail transport services concluding transport contracts and selling tickets on behalf of a railway undertaking or for its own account;

(86)‘transport contract’ means a contract of carriage for reward or free of charge between a railway undertaking or a ticket vendor and the passenger for the provision of one or more transport services;

(97)‘reservation’ means an authorisation, on paper or in electronic form, giving entitlement to transportation subject to previously confirmed personalised transport arrangements;

(108)‘through-ticket’ means a ticket or tickets representing a Ö single Õ transport contract for successive railway services operated by one or several Ö more Õ railway undertakings;

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(9)‘service’ means a passenger rail transport service that operates between rail stations or stops according to a timetable;

(10)‘journey’ means the carriage of a passenger between a station of departure and a station of arrival under a single transport contract;

ê 1371/2007/ EC (adapted)

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(11) ‘domestic rail passenger service’ means a rail passenger service which does not cross a border of a Member State;

ð (12)'international rail passenger service' means international rail passenger service as defined in Article 3(5) of Directive 2012/34/EU; ï

(1213)‘delay’ means the time difference between the time the passenger was scheduled to arrive in accordance with the published timetable and the time of his or her actual or expected arrival Ö at the final station of destination Õ;

(1314)‘travel pass’ or ‘season ticket’ means a ticket for an unlimited number of journeys which provides the authorised holder with rail travel on a particular route or network during a specified period;

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(15)‘missed connection’ means a situation where a passenger misses one or more services in the course of a journey as a result of the delay or cancellation of one or more previous services;

ê 1371/2007/ EC (adapted)

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(14) ‘Computerised Information and Reservation System for Rail Transport (CIRSRT)’ means a computerised system contain¬ing information about rail services offered by railway under¬takings; the information stored in the CIRSRT on passenger services shall include information on:

(a) schedules and timetables of passenger services;

(b) availability of seats on passenger services;

(c) fares and special conditions;

(d) accessibility of trains for disabled persons and persons with reduced mobility;

(e) facilities through which reservations may be made or tickets or through tickets may be issued to the extent that some or all of these facilities are made available to users;

(1516)disabled person Ö with disabilities Õor Ö and Õ ‘person with reduced mobility’ means any person whose mobility when using transport is reduced due to any Ö who has a permanent or temporary Õ physical disability (sensory or locomotory, permanent or temporary), Ö mental, Õ intellectual disability or Ö sensory Õ impairment, or any other cause of disability, ð which, in interaction with various barriers, may hinder their full and effective use of transport on an equal basis with other passengers ï or as a result of Ö whose mobility when using transport is reduced due to Õ age, and whose situation needs appropriate attention and adaptation to his or her particular needs of the service made available to all passengers;

(1617)‘General Conditions of Carriage’ means the conditions of the carrier Ö railway undertaking Õ in the form of general conditions or tariffs legally in force in each Member State and which have become, by the conclusion of the contract of carriage, an integral part of it;

(1718)‘vehicle’ means a motor vehicle or a trailer carried on the occasion of the carriage of passengers;

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(19)‘CIV Uniform Rules’ means the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV), as set out in Appendix A to the Convention concerning International Carriage by Rail (COTIF).

ê 1371/2007/ EC

Chapter II

Transport contract, information and tickets

Article 4

Transport contract

Subject to the provisions of this Chapter, the conclusion and performance of a transport contract and the provision of information and tickets shall be governed by the provisions of Title II and Title III of Annex I.

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Article 5 

Non-discriminatory conditions of transport contract

Without prejudice to social tariffs, railway undertakings or ticket vendors shall offer contract conditions and tariffs to the general public without direct or indirect discrimination on the basis of the final customer’s nationality or residence, or the place of establishment of the railway undertaking or ticket vendor within the Union.

ê 1371/2007/EC (adapted)

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Article 5 6

Bicycles

Railway undertakings shall enable Ppassengers Ö shall be entitled Õ to bring Ö take Õ bicycles on Ö board Õ to the train, where appropriate for a ð reasonable ï fee, if they are easy to handle, if this does not adversely affect the specific rail service, and if the rolling-stock so permits. ð They shall keep their bicycles under supervision during the journey and ensure that no inconvenience or damage is caused to other passengers, mobility equipment, luggage or rail operations. The carriage of bicycles may be refused or restricted for safety or operational reasons, provided that railway undertakings, ticket vendors, tour operators and, where appropriate, station managers inform passengers of the conditions for such a refusal or restriction in accordance with Regulation (EU) No 454/2011. ï 

Article 6 7 

Exclusion of waiver and stipulation of limits

1.Obligations towards passengers pursuant to this Regulation may not be limited or waived, notably by a derogation or restrictive clause in the transport contract.

2.Railway undertakings may offer contract conditions more favourable for the passenger than the conditions laid down in this Regulation.

Article 7 8

Obligation to provide information concerning discontinuation of services

Railway undertakings or, where appropriate, competent authorities responsible for a public service railway contract shall make public by appropriate means, ð including in accessible formats for persons with disabilities in accordance with accessibility requirements laid down in Directive XXX 40 ï and before their implementation, decisions to discontinue services ð either permanently or temporarily ï.

Article 8 9

Travel information

1.Without prejudice to Article 10, rRailway undertakings and ticket vendors offering transport contracts on behalf of one or more railway undertakings shall provide the passenger, upon request, with at least the information set out in Annex II, Part I in relation to the journeys for which a transport contract is offered by the railway undertaking concerned. Ticket vendors offering transport contracts on their own account, and tour operators, shall provide this information where available.

2.Railway undertakings ð and, where possible, ticket vendors ï shall provide the passenger during the journey ð , including at connecting stations, ï with at least the information set out in Annex II, Part II.

3.The information referred to in paragraphs 1 and 2 shall be provided in the most appropriate format ð including by using up-to-date communication technologies ï. Particular attention shall be paid in this regard to the needs of people with auditory and/or visual impairment ð to ensuring that this information is accessible to persons with disabilities in accordance with the accessibility requirements laid down in Directive XXX and Regulation 454/2011 ï.

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4.Station managers and infrastructure managers shall make real-time data relating to trains, including those operated by other railway undertakings available to railway undertakings and ticket vendors, in a non-discriminatory manner.

ê 1371/2007/EC (adapted)

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Article 9 10

Availability of tickets, throughtickets and reservations

1.Railway undertakings and ticket vendors shall offer, where available, tickets Ö and, where available, Õ throughtickets and reservations. ð They shall make all possible efforts to offer throughtickets, including for journeys across borders and with more than one railway undertaking. ï 

2.Without prejudice to paragraphs 3 and 4, railway undertakings ð and ticket vendors ï shall distribute tickets to passengers via at least one of the following points of sale:

(a)ticket offices or selling Ö ticketing Õ machines;

(b)telephone, the Internet or any other widely available information technology;

(c)on board trains.

3. Without prejudice to paragraphs 4 and 5, ð Member States may require ï railway undertakings shall distribute Ö to provide Õ tickets for services provided under public service contracts via Ö through Õ at least ð more than ï one of the following points of sale.

(a)-ticket offices or selling machines;

(b) on board trains.

43.Railway undertakings shall offer the possibility to obtain tickets for the respective service on board the train, unless this is limited or denied on grounds relating to security or antifraud policy or compulsory train reservation or reasonable commercial grounds.

54.Where there is no ticket office or selling Ö ticketing Õ machine in the station of departure, passengers shall be informed at the station:

(a)    of the possibility of purchasing tickets via telephone or the Internet or on board the train, and of the procedure for such purchase;

(b)    of the nearest railway station or place at which ticket offices and/or selling Ö ticketing Õ machines are available.

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5.Where there is no ticket office or accessible ticketing machine in the station of departure, persons with disabilities and persons with reduced mobility shall be permitted to buy tickets on board the train at no extra cost.

6.Where a passenger receives separate tickets for a single journey comprising successive railway services operated by one or more railway undertakings, his rights to information, assistance, care and compensation shall be equivalent to those under a throughticket and cover the whole journey from the departure to the final destination, unless the passenger is explicitly informed otherwise in writing. Such information shall in particular state that when the passenger misses a connection, he or she would not be entitled to assistance or compensation based on the total length of the journey. The burden of proof that the information was provided shall lie with the railway undertaking, its agent, tour operator or ticket vendor.

ê 1371/2007/EC

Article 10

Travel information and reservation systems

1.In order to provide the information and to issue tickets referred to in this Regulation, railway undertakings and ticket vendors shall make use of CIRSRT, to be established by the procedures referred to in this Article.

2.The technical specifications for interoperability (TSIs) referred to in Directive 2001/16/EC shall be applied for the purposes of this Regulation.

3.The Commission shall, on a proposal to be submitted by the European Railway Agency (ERA), adopt the TSI of telematics applications for passengers by 3 December 2010. The TSI shall make possible the provision of the information, set out in Annex II, and the issuing of tickets as governed by this Regulation.

4.Railway undertakings shall adapt their CIRSRT according to the requirements set out in the TSI in accordance with a deployment plan set out in that TSI.

5.Subject to the provisions of Directive 95/46/EC, no railway undertaking or ticket vendor shall disclose personal information on individual bookings to other railway undertakings and/or ticket vendors.

CHAPTER III

LIABILITY OF RAILWAY UNDERTAKINGS FOR PASSENGERS AND THEIR LUGGAGE

Article 11

Liability for passengers and luggage

Subject to the provisions of this Chapter, and without prejudice to applicable national law granting passengers further compensation for damages, the liability of railway undertakings in respect of passengers and their luggage shall be governed by Chapters I, III and IV of Title IV, Title VI and Title VII of Annex I.

ê 1371/2007/EC (adapted)

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Article 12

Insurance Ö and coverage of liability in the event of passenger death or personal injury Õ

1. The obligation set out in Article 9 of Directive 95/18/EC as far as it relates to liability for passengers shall be understood as requiring aA railway undertaking to Ö shall Õ be adequately insured ð , in accordance with Article 22 of Directive 2012/34/EU and on the basis of an assessment of its risks, ï or to make equivalent arrangements for cover of its liabilities under this Regulation.

2. The Commission shall submit to the European Parliament and the Council a report on the setting of a minimum amount of insurance for railway undertakings by 3 December 2010. If appropriate, that report shall be accompanied by suitable proposals or recommendations on this matter.

Article 13

Advance payments

1.If a passenger is killed or injured, the railway undertaking as referred to in Article 26(5) of Annex I shall without delay, and in any event not later than fifteen days after the establishment of the identity of the natural person entitled to compensation, make such advance payments as may be required to meet immediate economic needs on a basis proportional to the damage suffered.

2.Without prejudice to paragraph 1, an advance payment shall not be less than EUR 21 000 per passenger in the event of death.

3.An advance payment shall not constitute recognition of liability and may be offset against any subsequent sums paid on the basis of this Regulation but is not returnable, except in the cases where damage was caused by the negligence or fault of the passenger or where the person who received the advance payment was not the person entitled to compensation.

Article 14

Contestation of liability

Even if the railway undertaking contests its responsibility for physical injury to a passenger whom it conveys, it shall make every reasonable effort to assist a passenger claiming compensation for damage from third parties.

CHAPTER IV

DELAYS, MISSED CONNECTIONS AND CANCELLATIONS

Article 15

Liability for delays, missed connections and cancellations

Subject to the provisions of this Chapter, the liability of railway undertakings in respect of delays, missed connections and cancellations shall be governed by Chapter II of Title IV of Annex I.

ê 1371/2007/EC (adapted)

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Article 16

Reimbursement and re-routing

1.Where it is reasonably to be expected ð , either at departure or in the event of a missed connection in the course of a journey with a through-ticket, ï that arrival at the final destination under the transport contract will be subject to a delay of more than 60 minutes, the passenger shall immediately have the choice between Ö one of the following Õ :

(a)    reimbursement of the full cost of the ticket, under the conditions by which it was paid, for the part or parts of his or her journey not made and for the part or parts already made if the journey is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant, a return service to the first point of departure at the earliest opportunity. The payment of the reimbursement shall be made under the same conditions as the payment for compensation referred to in Article 17; or

(b)continuation or re-routing, under comparable transport conditions, to the final destination at the earliest opportunity; or

(c)continuation or re-routing, under comparable transport conditions, to the final destination at a later date at the passenger’s convenience.

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2.For the purposes of point (b) of paragraph 1, comparable re-routing may be operated by any railway undertaking and may involve the use of transport of a higher class and alternative modes of transport without generating additional costs to the passenger. Railway undertakings shall make reasonable efforts to avoid additional connections. The total travel time when using an alternative mode of transport for the part of the journey not completed as planned shall be comparable to the scheduled travel time of the original journey. Passengers shall not be downgraded to transport facilities of a lower class unless such facilities are the only re-routing means available.

3.Re-routing transport service providers shall pay particular attention to providing persons with disabilities and persons with reduced mobility with a comparable level of accessibility to the alternative service. 

ê 1371/2007/EC (adapted)

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Article 17

Compensation of the ticket price

1.Without losing the right of transport, a passenger may request compensation for delays from the railway undertaking if he or she is facing a delay between the places of departure and destination stated on the ticket ð in the transport contract ï for which the Ö cost of the Õ ticket has not been reimbursed in accordance with Article 16. The minimum compensations for delays shall be as follows:

(a)25 % of the ticket price for a delay of 60 to 119 minutes,

(b)50 % of the ticket price for a delay of 120 minutes or more.

2.Ö Paragraph 1 also applies to Õ Ppassengers who hold a travel pass or season ticket. Ö If they Õ and who encounter recurrent delays or cancellations during its Ö the Õ period of validity ð of the travel pass or season ticket, they ï may request adequate compensation in accordance with the railway undertaking’s compensation arrangements. These arrangements shall state the criteria for determining delay and for the calculation of the compensation. ð Where delays of less than 60 minutes occur repeatedly during the period of validity of the travel pass or season ticket, the delays shall be counted cumulatively and passengers shall be compensated in accordance with the railway undertaking’s compensation arrangements. ï

3.Compensation for delay shall be calculated in relation to the Ö full Õ price which the passenger actually paid for the delayed service. Where the transport contract is for a return journey, compensation for delay on either the outward or the return leg shall be calculated in relation to half of the price paid for the ticket. In the same way the price for a delayed service under any other form of transport contract allowing travelling several subsequent legs shall be calculated in proportion to the full price.

4.The calculation of the period of delay shall not take into account any delay that the railway undertaking can demonstrate as having occurred outside the territories Ö of the Union Õ in which the Treaty establishing the European Community is applied.

25.The compensation of the ticket price shall be paid within one month after the submission of the request for compensation. The compensation may be paid in vouchers and/or other services if the terms are flexible (in particular regarding the validity period and destination). The compensation shall be paid in money at the request of the passenger.

36.The compensation of the ticket price shall not be reduced by financial transaction costs such as fees, telephone costs or stamps. Railway undertakings may introduce a minimum threshold under which payments for compensation will not be paid. This threshold shall not exceed EUR 4 Ö per ticket Õ.

47.The passenger shall not have any right to compensation if he is informed of a delay before he buys a ticket, or if a delay due to continuation on a different service or re-routing remains below 60 minutes.

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8.A railway undertaking shall not be obliged to pay compensation if it can prove that the delay was caused by severe weather conditions or major natural disasters endangering the safe operation of the service and could not have been foreseen or prevented even if all reasonable measures had been taken.

ê 1371/2007/EC (adapted)

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Article 18

Assistance

1.In the case of a delay in arrival or departure, passengers shall be kept informed of the situation and of the estimated departure time and estimated arrival time by the railway undertaking ð or ticket vendor ï or by the station manager as soon as such information is available.

2.In the case of any delay as referred to in paragraph 1 of more than 60 minutes, passengers shall also be offered free of charge:

(a)meals and refreshments in reasonable relation to the waiting time, if they are available on the train or in the station, or can reasonably be supplied ð taking into account criteria such as the distance from the supplier, the time required for delivery and the cost ï;

(b)hotel or other accommodation, and transport between the railway station and place of accommodation, in cases where a stay of one or more nights becomes necessary or an additional stay becomes necessary, where and when physically possible;

(c)if the train is blocked on the track, transport from the train to the railway station, to the alternative departure point or to the final destination of the service, where and when physically possible.

3.If the railway service cannot be continued anymore, railway undertakings shall organise as soon as possible alternative transport services for passengers.

4.Railway undertakings shall, at the request of the passenger, certify on the ticket ð or by any other means ï that the rail service has suffered a delay, led to a missed connection or that it has been cancelled, as the case might be.

5.In applying paragraphs 1, 2, and 3 ð and 4 ï , the operating railway undertaking shall pay particular attention to the needs of disabled persons Ö with disabilities Õ and persons with reduced mobility and any accompanying persons.

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6.In addition to the obligations on railway undertakings pursuant to Article 13a(3) of Directive 2012/34/EU, the station manager of a railway station handling at least 10 000 passengers per day on average over a year shall ensure that the operations of the station, the railway undertakings and the infrastructure manager are coordinated through a proper contingency plan in order to prepare for the possibility of major disruption and long delays leading to a considerable number of passengers being stranded in the station. The plan shall ensure that stranded passengers are provided with adequate assistance and information, including in accessible formats in accordance with the accessibility requirements laid down in Directive XXX. Upon request, the station manager shall make the plan, and any amendments to it, available to the national enforcement body or to any other body designated by a Member State. Station managers of railway stations handling fewer than 10 000 passengers per day on average over a year shall make all reasonable efforts to coordinate station users and to assist and inform stranded passengers in such situations. 

Article 19

Right of redress

Where a railway undertaking pays compensation or meets its other obligations in accordance with this Regulation, no provision of this Regulation or national law may be interpreted as restricting its right to seek compensation for costs from any person, including third parties, in accordance with the law applicable. In particular, this Regulation shall in no way restrict the railway undertaking's right to seek reimbursement from a third party, with whom it has a contract and which contributed to the event which triggered compensation or other obligations. No provision of this Regulation may be interpreted as restricting the right of a third party, other than a passenger, with whom a railway undertaking has a contract, to seek reimbursement or compensation from the railway undertaking in accordance with applicable relevant laws.

ê 1371/2007/EC (adapted)

ð new

CHAPTER V

DISABLED PERSONS Ö WITH DISABILITIES Õ AND PERSONS WITH REDUCED MOBILITY

Article 1920 

Right to transport

1.Railway undertakings and station managers shall, with the active involvement of representative organisations of disabled persons Ö with disabilities Õ and persons with reduced mobility, establish, or shall have in place, non-discriminatory access rules for the transport of disabled persons Ö with disabilities Õ  and persons with reduced mobility ð including their personal assistants ï. ð The rules shall allow the passenger to be accompanied by an assistance dog in accordance with any relevant national rules. ï 

2.Reservations and tickets shall be offered to disabled persons Ö with disabilities Õ and persons with reduced mobility at no additional cost. A railway undertaking, ticket vendor or tour operator may not refuse to accept a reservation from, or issue a ticket to, a disabled person Ö with disabilities Õ or a person with reduced mobility, or require that such person be accompanied by another person, unless this is strictly necessary in order to comply with the access rules referred to in paragraph 1.

Article 2021

Information to disabled persons Ö with disabilities Õ and persons with reduced mobility

1. Upon request, ð a station manager, ï a railway undertaking, a ticket vendor or a tour operator shall provide disabled persons Ö with disabilities Õ  and persons with reduced mobility with information ð , including in accessible formats in accordance with the accessibility requirements laid down in Regulation (EU) No 454/2011 and Directive XXX, ï on the accessibility of ð the station and associated facilities, ï rail services and on the access conditions of rolling stock in accordance with the access rules referred to in Article 2019(1) and shall inform disabled persons Ö with disabilities Õ  and persons with reduced mobility about facilities on board.

2. When a railway undertaking, ticket vendor and/or tour operator exercises the derogation provided for in Article 2019(2), it shall upon request inform in writing the disabled person Ö with disabilities Õ or person with reduced mobility concerned of its reasons for doing so within five working days of the refusal to make the reservation or to issue the ticket or the imposition of the condition of being accompanied. ð The railway undertaking, ticket vendor or tour operator shall make reasonable efforts to propose an alternative transport option to the person in question taking into account his or her accessibility needs. ï 

Article 21

Accessibility

1. Railway undertakings and station managers shall, through compliance with the TSI for persons with reduced mobility, ensure that the station, platforms, rolling stock and other facilities are accessible to disabled persons and persons with reduced mobility.

Article 22

Assistance at railway stations

1.On departure from, transit through or arrival at, a staffed railway station of a disabled person Ö with disabilities Õ or a person with reduced mobility, the station manager ð or the railway undertaking or both ï shall provide assistance free of charge in such a way that that person is able to board the departing service, or to disembark from the arriving service for which he or she purchased a ticket, without prejudice to the access rules referred to in Article 2019(1).

2. In the absence of accompanying staff on board a train or of staff at a station, railway undertakings and station managers shall make all reasonable efforts to enable disabled persons or persons with reduced mobility to have access to travel by rail.

2. Member States may provide for a derogation from paragraph 1 in the case of persons travelling on services which are the subject of a public service contract awarded in conformity with Community law, on condition that the competent authority has put in place alternative facilities or arrangements guaranteeing an equivalent or higher level of accessibility of transport services.

3.In unstaffed stations, railway undertakings and station managers shall ensure that easily accessible Ö available Õ information ð , including in accessible formats in accordance with the accessibility requirements laid down in Directive XXX, ï is displayed in accordance with the access rules referred to in Article 2019(1) regarding the nearest staffed stations and directly available assistance for disabled persons Ö with disabilities Õ  and persons with reduced mobility.

ò new

4.    Assistance shall be available in stations during all times when rail services operate.

ê 1371/2007/EC (adapted)

Article 23

Assistance on board

1.Without prejudice to the access rules as referred to in Article 2019(1), railway undertakings shall provide disabled persons Ö with disabilities Õ  and persons with reduced mobility assistance free of charge on board a train and during boarding and disembarking from a train.

Ö 2.In the absence of accompanying staff on board a train, railway undertakings shall make reasonable efforts to enable persons with disabilities or persons with reduced mobility to have access to travel by rail.  Õ

3. For the purposes of this Article, assistance on board shall consist of all reasonable efforts to offer assistance to a disabled person Ö with disabilities Õ or a person with reduced mobility in order to allow that person to have access to the same services in the train as other passengers, should the extent of the person’s disability or reduced mobility not allow him or her to have access to those services independently and in safety.

ò new

4. Assistance shall be available on board trains during all times when rail services operate. 

ê 1371/2007/EC (adapted)

ð new

Article 24

Conditions on Ö under Õ which assistance is provided

Railway undertakings, station managers, ticket vendors and tour operators shall cooperate in order to provide assistance to disabled persons Ö with disabilities Õ and persons with reduced mobility in line with Articles 2022 and 2123 in accordance with the following points:

(a)assistance shall be provided on condition that the railway undertaking, the station manager, the ticket vendor or the tour operator with which the ticket was purchased is notified of the person’s need for such assistance at least 48 hours before the assistance is needed. Where the Ö a Õ ticket Ö or season ticket Õ permits multiple journeys, one notification shall be sufficient provided that adequate information on the timing of subsequent journeys is provided;. ð Such notifications shall be forwarded to all other railway undertakings and station managers involved in the person’s journey; ï

(b)railway undertakings, station managers, ticket vendors and tour operators shall take all measures necessary for the reception of notifications;

(c)if no notification is made in accordance with point (a), the railway undertaking and the station manager shall make all reasonable efforts to provide assistance in such a way that the disabled person Ö with disabilities Õ  or person with reduced mobility may travel;

(d)without prejudice to the powers of other entities regarding areas located outside the railway station premises, the station manager or any other authorised person shall designate points, within and outside the railway station, at which disabled persons Ö with disabilities Õ  and persons with reduced mobility can announce Ö make known Õ their arrival at the railway station and, if need be, request assistance;

(e)assistance shall be provided on condition that the disabled person Ö with disabilities Õ  or person with reduced mobility presents him or herself at the designated point at a time stipulated by the railway undertaking or station manager providing such assistance. Any time stipulated shall not be more than 60 minutes before the published departure time or the time at which all passengers are asked to check in. If no time is stipulated by which the disabled person Ö with disabilities Õ  or person with reduced mobility is required to present him or herself, the person shall present him or herself at the designated point at least 30 minutes before the published departure time or the time at which all passengers are asked to check in.

Article 25

Compensation in respect of mobility equipment, or other specific equipment Ö or assistive devices Õ

1.If the Ö Where Õ railway undertaking Ö undertakings and station managers cause Õ is liable for the total or partial loss of, or damage to, Ö wheelchairs, other Õ mobility equipment or other specific equipment Ö assistive devices Õ ð and assistant dogs ï used by disabled persons Ö with disabilities and Õ or persons with reduced mobility, no financial limit shall be applicable ð they shall be liable for and compensate that loss or damage ï.

ò new

2.The compensation referred to in paragraph 1 shall be equal to the cost of replacement or repair of the equipment or devices lost or damaged.

3.Where necessary, railway undertakings and station managers shall make every reasonable effort rapidly to provide temporary replacements for specific equipment or assistive devices, which shall, where possible, have technical and functional features equivalent to those lost or damaged. The person with disabilities or reduced mobility shall be permitted to keep the temporary replacement equipment or device until the compensation referred to in paragraphs 1 and 2 has been paid. 

Article 26

Staff training

Railway undertakings and station managers shall:

(a)ensure that all personnel, including those employed by any other performing party, providing direct assistance to persons with disabilities and persons with reduced mobility, know how to meet the needs of persons with disabilities and of persons with reduced mobility, including those with mental and intellectual impairments;

(b)provide training to raise awareness of the needs of persons with disabilities among all personnel working at the station who deal directly with the travelling public;

(c)ensure that, upon recruitment, all new employees receive disability-related training and that personnel attend regular refresher training courses.

(d)accept upon request the participation, in the training, of employees with disabilities, passengers with disabilities and with reduced mobility, and/or organisations representing them.

ê 1371/2007/EC

CHAPTER VI

SECURITY, COMPLAINTS AND QUALITY OF SERVICE

Article 2627

Personal security of passengers

In agreement with public authorities, railway undertakings, infrastructure managers and station managers shall take adequate measures in their respective fields of responsibility and adapt them to the level of security defined by the public authorities to ensure passengers’ personal security in railway stations and on trains and to manage risks. They shall cooperate and exchange information on best practices concerning the prevention of acts, which are likely to deteriorate the level of security.

ê 1371/2007/EC (adapted)

ð new

Article 2728

Complaints

1.Ö All Õ Rrailway undertakings ð , ticket vendors, station managers and infrastructure managers of stations handling more than 10 000 passengers per day on average over a year ï shall Ö each Õ set up a complainthandling mechanism for the rights and obligations covered in this Regulation ð in their respective field of responsibility ï . The railway undertaking Ö They Õ shall make its Ö their Õ contact details and working language(s) widely known to passengers.

2.Passengers may submit a complaint to any railway undertaking ð , ticket vendor, railway station or infrastructure manager ï involved. ð Complaints shall be submitted within six months of the incident that is the subject of the complaint. ï Within one month Ö of receiving the complaint Õ , the addressee of the complaint shall either give a reasoned reply or, in justified cases, inform the passenger by what date within a period of less than three months from the date ð of receipt ï of the complaint a reply can be expected. ð Railway undertakings, ticket vendors, station managers and infrastructure managers shall keep the incident data necessary to assess the complaint for two years and make them available to national enforcement bodies upon request. ï

ò new

3.Details of the complaint handling procedure shall be accessible to persons with disabilities and with reduced mobility. 

ê 1371/2007/EC (adapted)

ð new

34. The railway undertaking shall publish in the annual report referred to in Article 2928 the number and categories of received complaints, processed complaints, response time and possible improvement actions undertaken.

Article 2829

Service quality standards

1.Railway undertakings ð and station managers ï shall define Ö establish Õ service quality standards and implement a quality management system to maintain service quality. The service quality standards shall at least cover the items listed in Annex III.

2.Railway undertakings ð and station managers ï shall monitor their own performance as reflected in the service quality standards. Railway undertakings shall each year publish a report on their service quality performance together with their annual report.Ö Railway undertakings shall publish Õ Tthe reports on service quality performance shall be published on the Internet Ö their Õ website of the railway undertakings. In addition, these reports shall be made available on the Internet website of the ERA Ö European Union Agency for Railways Õ .

CHAPTER VII

INFORMATION AND ENFORCEMENT

Article 2930 

Information to passengers about their rights

1.When selling tickets for journeys by rail, railway undertakings, station managers ð , ticket vendors ï and tour operators shall inform passengers of their rights and obligations under this Regulation. In order to comply with this information requirement, railway undertakings, station managers and tour operators Ö they Õ may use a summary of the provisions of this Regulation prepared by the Commission in all official languages of the European Union institutions and made available to them. ð In addition, they shall provide a notice on the ticket, in either paper or electronic format or by any other means, including in accessible formats for persons with disabilities and persons with reduced mobility in accordance with the requirements laid down in Directive XXX. That notice shall specify where such information can be obtained in the event of cancellation, missed connection or long delay. ï 

2.Railway undertakings and station managers shall inform passengers in an appropriate manner, ð including in accessible formats in accordance with the accessibility requirements in Directive XXX, ï at the station and on the train, ð of their rights and obligations under this Regulation, and ï of the contact details of the body or bodies designated by Member States pursuant to Article 3031.

Article 3031

Ö Designation of national Õ Eenforcement Ö bodies Õ 

1. Each Member State shall designate a body or bodies responsible for the enforcement of this Regulation. Each body shall take the measures necessary to ensure that the rights of passengers are respected.

Each body shall be independent in its organisation, funding decisions, legal structure and decision-making of any infrastructure manager, charging body, allocation body or railway undertaking.

Member States shall inform the Commission of the body or bodies designated in accordance with this paragraphArticle and of its or their respective responsibilities.

2. Each passenger may complain to the appropriate body designated under paragraph 1, or to any other appropriate body designated by a Member State, about an alleged infringement of this Regulation.

ò new

Article 32

Enforcement tasks

1.The national enforcement bodies shall closely monitor compliance with this Regulation and take the measures necessary to ensure that the rights of passengers are upheld. For this purpose, railway undertakings, station managers and infrastructure managers shall provide the bodies with relevant documents and information at their request. In carrying out their functions, the bodies shall take account of the information submitted to them by the body designated under Article 33 to handle complaints, if this is a different body. They may also decide on enforcement actions based on individual complaints transmitted by such a body.

2.The national enforcement bodies shall publish statistics on their activity, including on sanctions applied, every year, at the latest at the end of April of the following calendar year.

3.Railway undertakings shall give their contact details to the national enforcement body or bodies of the Member States in which they operate.

Article 33

Complainthandling by national enforcement bodies

1.Without prejudice to the rights of consumers to seek alternative redress pursuant to Directive 2013/11/EU of the European Parliament and of the Council 41 , after having complained unsuccessfully to the railway undertaking, ticket vendor, station or infrastructure manager pursuant to Article 28, the passenger may complain to an enforcement body. Enforcement bodies shall inform complainants about their right to complain to alternative dispute resolution bodies to seek individual redress.

2.Any passenger may complain to the national enforcement body, or any other body designated by a Member State for that purpose, about an alleged infringement of this Regulation.

3.The body shall acknowledge receipt of the complaint within two weeks of receiving it. The complainthandling procedure shall take a maximum of three months. For complex cases, the body may, at its discretion, extend this period to six months. In such a case, it shall inform the passenger of the reasons for the extension and of the expected time needed to conclude the procedure. Only cases that involve legal proceedings may take longer than six months. Where the body is also an alternative dispute resolution body within the meaning of Directive 2013/11/EU, the time limits laid down in that Directive shall prevail.

The complainthandling procedure shall be made accessible to persons with disabilities and to persons with reduced mobility.

4.Passenger complaints about an incident involving a railway undertaking shall be handled by the national enforcement bodyof the Member State that granted that undertaking’s licence.

5.Where a complaint relates to alleged violations by station or infrastructure managers, the national enforcement body shall be that of the Member State on whose territory the incident occurred.

6.In the framework of cooperation pursuant to Article 34 national enforcement bodies may derogate from paragraphs 4 or 5 where for justified reasons, in particular language or residence, this is in the passenger’s interest.

ê 1371/2007/EC (adapted)

ð new

Article 31 34

Ö Exchange of information and cross-border Õ Ccooperation between Ö national Õ enforcement bodies

ò new

1.Where different bodies are designated under Articles 31 and 33, reporting mechanisms shall be set up to ensure the exchange of information between them, in accordance with Regulation (EU) 2016/679, in order to help the national enforcement body to carry out its tasks of supervision and enforcement, and so that the complainthandling body designated under Article 33 can collect the information necessary to examine individual complaints.

ê 1371/2007/EC (adapted)

ð new

2. Ö National Õ eEnforcement bodies as referred to in Article 30 shall exchange information on their work and decision-making principles and practice for the purpose of Ö coordination Õ coordinating their decision-making principles across the Community. The Commission shall support them in this task.

ð 3.The national enforcement bodies shall follow the procedure set out in Annex IV. ï 

ê 1371/2007/EC (adapted)

ð new

CHAPTER VIII

FINAL PROVISIONS

Article 32 35

Penalties

1.Member States shall lay down the rules on penalties applicable to infringements of the provisions of this Regulation and shall take all measures necessary to ensure that they are implemented. The penalties provided for shall be effective, proportionate and dissuasive. Member States shall notify those rules and measures to the Commission Ö of those rules and measures Õ by 3 June 2010 and shall notify it without delay of any subsequent amendment affecting them.

ð 2.In the framework of cooperation referred to in Article 34 the national enforcement body which is competent for the purposes of Article 33(4) or (5) shall, upon request of the national enforcement body handling the complaint, investigate the infringement of this Regulation identified by that body and, if necessary, impose sanctions. ï

Article 33

Annexes

Measures designed to amend non-essential elements of this Regulation by adapting the Annexes thereto, except Annex I, shall be adopted in accordance with the regulatory procedure with scrutiny referred to in Article 35(2).

Article 34 36 

Amending provisions Ö Delegation of powers Õ

1.Measures designed to amend non-essential elements of this Regulation by supplementing it and necessary for the implementation of Articles 2, 10 and 12 shall be adopted in accordance with the regulatory procedure with scrutiny referred to in Article 35(2).

2.Measures designed to amend non-essential elements of this Regulation by adjusting the financial amounts referred to therein, other than in Annex I, in light of inflation shall be adopted in accordance with the regulatory procedure with scrutiny referred to in Article 35(2).

ð The Commission is empowered to adopt delegated acts in accordance with Article 37 in order to: ï 

ð (i) adjust the financial amounts referred to in Article 13 in light of inflation; ï 

ð (ii) amend Annexes I, II and III in order to take account of amendments to the CIV Uniform Rules and technological developments in this area. ï 

ò new

Article 37

Exercise of the delegation

1.The power to adopt delegated acts is conferred on the Commission subject to the conditions laid down in this Article.

2.The power to adopt delegated acts referred to in Article 36 shall be conferred on the Commission for a period of five years from [date of entry into force of this Regulation]. The Commission shall draw up a report in respect of the delegation of power not later than nine months before the end of the five-year period. The delegation of power shall be tacitly extended for periods of an identical duration, unless the European Parliament or the Council opposes such extension not later than three months before the end of each period.

3.The delegation of power may be revoked at any time by the European Parliament or by the Council. A decision to revoke shall put an end to the delegation of the power specified in that decision. It shall take effect on the day following its publication in the Official Journal of the European Union or at a later date specified therein. It shall not affect the validity of any delegated acts already in force.

4.Before adopting a delegated act, the Commission shall consult experts designated by each Member State in accordance with the principles laid down in the Interinstitutional Agreement of 13 April 2016 on Better Law-Making 42 .

5.As soon as it adopts a delegated act, the Commission shall notify it simultaneously to the European Parliament and to the Council.

6.A delegated act adopted pursuant to this Article shall enter into force only if no objection has been expressed either by the European Parliament or by the Council within a period of two months of notification of that act to the European Parliament and the Council or if, before the expiry of that period, the European Parliament and the Council have both informed the Commission that they will not object. That period shall be extended by two months at the initiative of the European Parliament or of the Council.

ê 1371/2007/EC (adapted)

ð new

Article 35

Committee procedure

1.The Commission shall be assisted by the Committee instituted by Article 11a of Directive 91/440/EEC.

2.Where reference is made to this paragraph, Articles 5a(1) to (4), and Article 7 of Decision 1999/468/EC shall apply, having regard to the provisions of Article 8 thereof.

Article 36 38

Report

The Commission shall report to the European Parliament and the Council on the implementation and the results of this Regulation by 3 December 2012, and in particular on the service quality standards ð [five years after the adoption of this Regulation] ï .

The report shall be based on information to be provided pursuant to this Regulation and to Article 10b of Directive 91/440/EEC. The report shall be accompanied where necessary by appropriate proposals.

ò new

Article 39

Repeal

Regulation (EC) 1371/2007 is repealed.

References to the repealed Regulation shall be construed as references to this Regulation and shall be read in accordance with the correlation table in Annex V.

ê 1371/2007/EC (adapted)

Article 37 40

Entry into force

This Regulation shall enter into force Ö on the twentieth day following that Õ 24 months after the date of its publication in the Official Journal of the European Union.

This Regulation shall be binding in its entirety and directly applicable in all Member States.

Done at Brussels,

For the European Parliament    For the Council

The President    The President

(1) Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations (OJ L 315, 3.12.2007, p. 14).
(2) Appendix A to the Convention concerning International Carriage by Rail (COTIF) of 9 May 1980, as amended by the Protocol of 3 June 1999 for the modification of the COTIF (1999 Protocol).
(3) Case C 509/11 ÖBB-Personenverkehr.
(4) Report from the Commission to the European Parliament and the Council on the application of Regulation (EC) No 1371/2007 (COM(2013) 0587).
(5) (SWD link to be added).
(6) COM(2015) 117.
(7) https://www.un.org/development/desa/disabilities/convention-on-the-rights-of-persons-with-disabilities.html
(8) Articles 19-25 of the Regulation.
(9) Proposal for a Directive on the approximation of the laws, regulations and administrative provisions of the Member States as regards the accessibility requirements for products and services (COM/2015/0615 final – 2015/0278 (COD)).
(10) Commission Communication, Interpretative Guidelines on Regulation (EC) No 1371/2007 (OJ C 220, 4.7.2015, p. 1).
(11) Directive (EU) 2016/2370 of the European Parliament and of the Council of 14 December 2016 amending Directive 2012/34/EU as regards the opening of the market for domestic passenger transport services by rail and the governance of the railway infrastructure (OJ L 352, 23.12.2016, p. 1).
(12) Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (OJ L 165, 18.6.2013, p. 63).
(13) Agreement between the European Union and the Intergovernmental Organisation for International Carriage by Rail on the Accession of the European Union to the Convention concerning International Carriage by Rail (COTIF) of 9 May 1980, as amended by the Vilnius Protocol of 3 June 1999 (OJ L 51, 23.2.2013, p. 8);
http://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:22013A0223(01)&from=EN  
(14) Article 13 of Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91 (OJ L 46, 17.2.2004, p. 1).
(15) See part 6 of the impact assessment.
(16) Roadmap to a Single European Transport Area – Towards a competitive and resource efficient transport system (COM/2011/0144 final).
(17) Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements, amending Regulation (EC) No 2006/2004 and Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC (OJ L 326, 11.12.2015, p. 1).
(18) Proposal for a Regulation of the European Parliament and of the Council on cooperation between national authorities responsible for the enforcement of consumer protection laws (COM(2016) 283).
(19) European Disability Strategy 2010-2020: A Renewed Commitment to a Barrier-Free Europe, COM(2010) 636 final, 15.11.2010.
(20) OJ L 138, 26.5.2016, p. 44.
(21) https://ec.europa.eu/transport/content/stakeholder-consultation-regulation-ec-13712007-rail-passengers-rights-and-obligations_en
(22) OJ C , , p. .
(23) OJ C , , p. .
(24) Opinion of the European Parliament of 28 September 2005 (OJ C 227 E, 21.9.2006, p. 490), Council Common Position of 24 July 2006 (OJ C 289 E, 28.11.2006, p. 1), Position of the European Parliament of 18 January 2007 (not yet published in the Official Journal), Legislative Resolution of the European Parliament of 25 September 2007 and Council Decision of 26 September 2007.
(25) Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations (OJ L 315, 3.12.2007, p. 14).
(26) OJ C 137, 8.6.2002, p. 2.
(27) Commission Regulation (EU) No 454/2011 of 5 May 2011 on the technical specification for interoperability relating to the subsystem 'telematics applications for passenger services' of the trans-European rail system (OJ L 123, 12.5.2011, p.11).
(28) OJ L 110, 20.4.2001, p. 1. Directive as last amended by Commission Directive 2007/32/EC (OJ L 141, 2.6.2007, p. 63).
(29) Directive 2014/24/EU of the European Parliament and of the Council of 26 February 2014 on public procurement and repealing Directive 2004/18/EC (OJ L 94, 28.3.2014, p. 65).
(30) Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (OJ L 119, 4.5.2016, p. 1).
(31) OJ L 281, 23.11.1995, p. 31. Directive as amended by Regulation (EC) No 1882/2003 (OJ L 284, 31.10.2003, p. 1).
(32) OJ L 123, 12.5.2016, p. 1.
(33) OJ L 184, 17.7.1999, p.23. Decision as amended by Decision 2006/512/EC (OJ L 200, 22.7.2006, p.11).
(34) OJ L 343, 14.12.2012, p. 32.
(35) OJ L 143, 27.6.1995, p. 70. Directive as last amended by Directive 2004/49/EC of the European Parliament and of the Council (OJ L 164, 30.4.2004, p. 44).
(36) OJ L 237, 24.8.1991, p. 25. Directive as last amended by Directive 2006/103/EC (OJ L 363, 20.12.2006, p. 344).
(37) Directive 2001/14/EC of the European Parliament and of the Council of 26 February 2001 on the allocation of railway infrastructure capacity and the levying of charges for the use of railway infrastructure (OJ L 75, 15.3.2001, p. 29). Directive as last amended by Directive 2004/49/EC.
(38) Council Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours (OJ L 158, 23.6.1990, p. 59).
(39) Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements, amending Regulation (EC) No 2006/2004 and Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC (OJ L 326, 11.12.2015, p. 1).
(40) Directive XXX on the approximation of the laws, regulations and administrative provisions of the Member States as regards the accessibility requirements for products and services (European Accessibility Act) (OJ L X, X.X.XXXX, p. X).
(41) Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (OJ L 165, 18.6.2013, p. 14).
(42) Interinstitutional Agreement between the European Parliament, the Council of the European Union and the European Commission on Better Law-Making (OJ L 123, 12.5.2016, p. 1).
Top

Brussels, 27.9.2017

COM(2017) 548 final

ANNEXES

to the

Proposal for a Regulation of the European Parliament and of the Council

on rail passengers' rights and obligations

(recast)

{SWD(2017) 317 final}
{SWD(2017) 318 final}


ANNEXES

ê1371/2007/EC Annex I

ANNEX I

Extract from Uniform Rules concerning the contract for international carriage of passengers and luggage by rail (CIV)

Appendix A

to the Convention Concerning International Carriage by Rail (COTIF) of 9 May 1980, as modified by the Protocol for the modification of the Convention Concerning International Carriage by Rail of 3 June 1999

TITLE II

CONCLUSION AND PERFORMANCE OF THE CONTRACT OF CARRIAGE

Article 6

Contract of carriage

1.   By the contract of carriage the carrier shall undertake to carry the passenger as well as, where appropriate, luggage and vehicles to the place of destination and to deliver the luggage and vehicles at the place of destination.

2.   The contract of carriage must be confirmed by one or more tickets issued to the passenger. However, subject to Article 9 the absence, irregularity or loss of the ticket shall not affect the existence or validity of the contract which shall remain subject to these Uniform Rules.

3.   The ticket shall be prima facie evidence of the conclusion and the contents of the contract of carriage.

Article 7

Ticket

1.   The General Conditions of Carriage shall determine the form and content of tickets as well as the language and characters in which they are to be printed and made out.

2.   The following, at least, must be entered on the ticket:

(a)

the carrier or carriers;

(b)

a statement that the carriage is subject, notwithstanding any clause to the contrary, to these Uniform Rules; this may be indicated by the acronym CIV;

(c)

any other statement necessary to prove the conclusion and contents of the contract of carriage and enabling the passenger to assert the rights resulting from this contract.

3.   The passenger must ensure, on receipt of the ticket, that it has been made out in accordance with his instructions.

4.   The ticket shall be transferable if it has not been made out in the passenger’s name and if the journey has not begun.

5.   The ticket may be established in the form of electronic data registration, which can be transformed into legible written symbols. The procedure used for the registration and treatment of data must be equivalent from the functional point of view, particularly so far as concerns the evidential value of the ticket represented by those data.

Article 8

Payment and refund of the carriage charge

1.   Subject to a contrary agreement between the passenger and the carrier, the carriage charge shall be payable in advance.

2.   The General Conditions of Carriage shall determine under what conditions a refund of the carriage charge shall be made.

Article 9

Right to be carried. Exclusion from carriage

1.   The passenger must, from the start of his journey, be in possession of a valid ticket and produce it on the inspection of tickets. The General Conditions of Carriage may provide:

(a)

that a passenger who does not produce a valid ticket must pay, in addition to the carriage charge, a surcharge;

(b)

that a passenger who refuses to pay the carriage charge or the surcharge upon demand may be required to discontinue his journey;

(c)

if and under what conditions a refund of the surcharge shall be made.

2.   The General Conditions of Carriage may provide that passengers who:

(a)

present a danger for safety and the good functioning of the operations or for the safety of other passengers,

(b)

inconvenience other passengers in an intolerable manner,

shall be excluded from carriage or may be required to discontinue their journey and that such persons shall not be entitled to a refund of their carriage charge or of any charge for the carriage of registered luggage they may have paid.

Article 10

Completion of administrative formalities

The passenger must comply with the formalities required by customs or other administrative authorities.

Article 11

Cancellation and late running of trains. Missed connections

The carrier must, where necessary, certify on the ticket that the train has been cancelled or the connection missed.

TITLE III

CARRIAGE OF HAND LUGGAGE, ANIMALS, REGISTERED LUGGAGE AND VEHICLES

Chapter I

Common provisions

Article 12

Acceptable articles and animals

1.   The passenger may take with him articles which can be handled easily (hand luggage) and also live animals in accordance with the General Conditions of Carriage. Moreover, the passenger may take with him cumbersome articles in accordance with the special provisions, contained in the General Conditions of Carriage. Articles and animals likely to annoy or inconvenience passengers or cause damage shall not be allowed as hand luggage.

2.   The passenger may consign articles and animals as registered luggage in accordance with the General Conditions of Carriage.

3.   The carrier may allow the carriage of vehicles on the occasion of the carriage of passengers in accordance with special provisions, contained in the General Conditions of Carriage.

4.   The carriage of dangerous goods as hand luggage, registered luggage as well as in or on vehicles which, in accordance with this Title are carried by rail, must comply with the Regulation concerning the Carriage of Dangerous Goods by Rail (RID).

Article 13

Examination

1.   When there is good reason to suspect a failure to observe the conditions of carriage, the carrier shall have the right to examine whether the articles (hand luggage, registered luggage, vehicles including their loading) and animals carried comply with the conditions of carriage, unless the laws and prescriptions of the State in which the examination would take place prohibit such examination. The passenger must be invited to attend the examination. If he does not appear or cannot be reached, the carrier must require the presence of two independent witnesses.

2.   If it is established that the conditions of carriage have not been respected, the carrier can require the passenger to pay the costs arising from the examination.

Article 14

Completion of administrative formalities

The passenger must comply with the formalities required by customs or other administrative authorities when, on being carried, he has articles (hand luggage, registered luggage, vehicles including their loading) or animals carried. He shall be present at the inspection of these articles save where otherwise provided by the laws and prescriptions of each State.

Chapter II

Hand luggage and animals

Article 15

Supervision

It shall be the passenger’s responsibility to supervise the hand luggage and animals that he takes with him.

Chapter III

Registered luggage

Article 16

Consignment of registered luggage

1.   The contractual obligations relating to the forwarding of registered luggage must be established by a luggage registration voucher issued to the passenger.

2.   Subject to Article 22 the absence, irregularity or loss of the luggage registration voucher shall not affect the existence or the validity of the agreements concerning the forwarding of the registered luggage, which shall remain subject to these Uniform Rules.

3.   The luggage registration voucher shall be prima facie evidence of the registration of the luggage and the conditions of its carriage.

4.   Subject to evidence to the contrary, it shall be presumed that when the carrier took over the registered luggage it was apparently in a good condition, and that the number and the mass of the items of luggage corresponded to the entries on the luggage registration voucher.

Article 17

Luggage registration voucher

1.   The General Conditions of Carriage shall determine the form and content of the luggage registration voucher as well as the language and characters in which it is to be printed and made out. Article 7(5) shall apply mutatis mutandis.

2.   The following, at least, must be entered on the luggage registration voucher:

(a)

the carrier or carriers;

(b)

a statement that the carriage is subject, notwithstanding any clause to the contrary, to these Uniform Rules; this may be indicated by the acronym CIV;

(c)

any other statement necessary to prove the contractual obligations relating to the forwarding of the registered luggage and enabling the passenger to assert the rights resulting from the contract of carriage.

3.   The passenger must ensure, on receipt of the luggage registration voucher, that it has been made out in accordance with his instructions.

Article 18

Registration and carriage

1.   Save where the General Conditions of Carriage otherwise provide, luggage shall be registered only on production of a ticket valid at least as far as the destination of the luggage. In other respects the registration of luggage shall be carried out in accordance with the prescriptions in force at the place of consignment.

2.   When the General Conditions of Carriage provide that luggage may be accepted for carriage without production of a ticket, the provisions of these Uniform Rules determining the rights and obligations of the passenger in respect of his registered luggage shall apply mutatis mutandis to the consignor of registered luggage.

3.   The carrier can forward the registered luggage by another train or by another mode of transport and by a different route from that taken by the passenger.

Article 19

Payment of charges for the carriage of registered luggage

Subject to a contrary agreement between the passenger and the carrier, the charge for the carriage of registered luggage shall be payable on registration.

Article 20

Marking of registered luggage

The passenger must indicate on each item of registered luggage in a clearly visible place, in a sufficiently durable and legible manner:

(a)

his name and address;

(b)

the place of destination.

Article 21

Right to dispose of registered luggage

1.   If circumstances permit and if customs requirements or the requirements of other administrative authorities are not thereby contravened, the passenger can request luggage to be handed back at the place of consignment on surrender of the luggage registration voucher and, if the General Conditions of Carriage so require, on production of the ticket.

2.   The General Conditions of Carriage may contain other provisions concerning the right to dispose of registered luggage, in particular modifications of the place of destination and the possible financial consequences to be borne by the passenger.

Article 22

Delivery

1.   Registered luggage shall be delivered on surrender of the luggage registration voucher and, where appropriate, on payment of the amounts chargeable against the consignment.

The carrier shall be entitled, but not obliged, to examine whether the holder of the voucher is entitled to take delivery.

2.   It shall be equivalent to delivery to the holder of the luggage registration voucher if, in accordance with the prescriptions in force at the place of destination:

(a)

the luggage has been handed over to the customs or octroi authorities at their premises or warehouses, when these are not subject to the carrier’s supervision;

(b)

live animals have been handed over to third parties.

3.   The holder of the luggage registration voucher may require delivery of the luggage at the place of destination as soon as the agreed time and, where appropriate, the time necessary for the operations carried out by customs or other administrative authorities, has elapsed.

4.   Failing surrender of the luggage registration voucher, the carrier shall only be obliged to deliver the luggage to the person proving his right thereto; if the proof offered appears insufficient, the carrier may require security to be given.

5.   Luggage shall be delivered at the place of destination for which it has been registered.

6.   The holder of a luggage registration voucher whose luggage has not been delivered may require the day and time to be endorsed on the voucher when he requested delivery in accordance with paragraph 3.

7.   The person entitled may refuse to accept the luggage if the carrier does not comply with his request to carry out an examination of the registered luggage in order to establish alleged damage.

8.   In all other respects delivery of luggage shall be carried out in accordance with the prescriptions in force at the place of destination.

Chapter IV

Vehicles

Article 23

Conditions of carriage

The special provisions governing the carriage of vehicles, contained in the General Conditions of Carriage, shall specify in particular the conditions governing acceptance for carriage, registration, loading and carriage, unloading and delivery as well as the obligations of the passenger.

Article 24

Carriage voucher

1.   The contractual obligations relating to the carriage of vehicles must be established by a carriage voucher issued to the passenger. The carriage voucher may be integrated into the passenger’s ticket.

2.   The special provisions governing the carriage of vehicles, contained in the General Conditions of Carriage, shall determine the form and content of the carriage voucher as well as the language and the characters in which it is to be printed and made out. Article 7(5) shall apply mutatis mutandis.

3.   The following, at least, must be entered on the carriage voucher:

(a)

the carrier or carriers;

(b)

a statement that the carriage is subject, notwithstanding any clause to the contrary, to these Uniform Rules; this may be indicated by the acronym CIV;

(c)

any other statement necessary to prove the contractual obligations relating to the carriage of vehicles and enabling the passenger to assert the rights resulting from the contract of carriage.

4.   The passenger must ensure, on receipt of the carriage voucher, that it has been made out in accordance with his instructions.

Article 25

Applicable law

Subject to the provisions of this Chapter, the provisions of Chapter III relating to the carriage of luggage shall apply to vehicles.

TITLE IV

LIABILITY OF THE CARRIER

Chapter I

Liability in case of death of, or personal injury to, passengers

Article 26

Basis of liability

1.   The carrier shall be liable for the loss or damage resulting from the death of, personal injuries to, or any other physical or mental harm to, a passenger, caused by an accident arising out of the operation of the railway and happening while the passenger is in, entering or alighting from railway vehicles whatever the railway infrastructure used.

2.   The carrier shall be relieved of this liability

(a)

if the accident has been caused by circumstances not connected with the operation of the railway and which the carrier, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which he was unable to prevent;

(b)

to the extent that the accident is due to the fault of the passenger;

(c)

if the accident is due to the behaviour of a third party which the carrier, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which he was unable to prevent; another undertaking using the same railway infrastructure shall not be considered as a third party; the right of recourse shall not be affected.

3.   If the accident is due to the behaviour of a third party and if, in spite of that, the carrier is not entirely relieved of his liability in accordance with paragraph 2, letter c), he shall be liable in full up to the limits laid down in these Uniform Rules but without prejudice to any right of recourse which the carrier may have against the third party.

4.   These Uniform Rules shall not affect any liability which may be incurred by the carrier in cases not provided for in paragraph 1.

5.   If carriage governed by a single contract of carriage is performed by successive carriers, the carrier bound pursuant to the contract of carriage to provide the service of carriage in the course of which the accident happened shall be liable in case of death of, and personal injuries to, passengers. When this service has not been provided by the carrier, but by a substitute carrier, the two carriers shall be jointly and severally liable in accordance with these Uniform Rules.

Article 27

Damages in case of death

1.   In case of death of the passenger the damages shall comprise:

(a)

any necessary costs following the death, in particular those of transport of the body and the funeral expenses;

(b)

if death does not occur at once, the damages provided for in Article 28.

2.   If, through the death of the passenger, persons whom he had, or would have had, a legal duty to maintain are deprived of their support, such persons shall also be compensated for that loss. Rights of action for damages of persons whom the passenger was maintaining without being legally bound to do so, shall be governed by national law.

Article 28

Damages in case of personal injury

In case of personal injury or any other physical or mental harm to the passenger the damages shall comprise:

(a)

any necessary costs, in particular those of treatment and of transport;

(b)

compensation for financial loss, due to total or partial incapacity to work, or to increased needs.

Article 29

Compensation for other bodily harm

National law shall determine whether and to what extent the carrier must pay damages for bodily harm other than that for which there is provision in Articles 27 and 28.

Article 30

Form and amount of damages in case of death and personal injury

1.   The damages under Article 27(2) and Article 28(b) must be awarded in the form of a lump sum. However, if national law permits payment of an annuity, the damages shall be awarded in that form if so requested by the injured passenger or by the persons entitled referred to in Article 27(2).

2.   The amount of damages to be awarded pursuant to paragraph 1 shall be determined in accordance with national law. However, for the purposes of these Uniform Rules, the upper limit per passenger shall be set at 175 000 units of account as a lump sum or as an annual annuity corresponding to that sum, where national law provides for an upper limit of less than that amount.

Article 31

Other modes of transport

1.   Subject to paragraph 2, the provisions relating to the liability of the carrier in case of death of, or personal injury to, passengers shall not apply to loss or damage arising in the course of carriage which, in accordance with the contract of carriage, was not carriage by rail.

2.   However, where railway vehicles are carried by ferry, the provisions relating to liability in case of death of, or personal injury to, passengers shall apply to loss or damage referred to in Article 26(1) and Article 33(1), caused by an accident arising out of the operation of the railway and happening while the passenger is in, entering or alighting from the said vehicles.

3.   When, because of exceptional circumstances, the operation of the railway is temporarily suspended and the passengers are carried by another mode of transport, the carrier shall be liable pursuant to these Uniform Rules.

Chapter II

Liability in case of failure to keep to the timetable

Article 32

Liability in case of cancellation, late running of trains or missed connections

1.   The carrier shall be liable to the passenger for loss or damage resulting from the fact that, by reason of cancellation, the late running of a train or a missed connection, his journey cannot be continued the same day, or that a continuation of the journey the same day could not reasonably be required because of given circumstances. The damages shall comprise the reasonable costs of accommodation as well as the reasonable costs occasioned by having to notify persons expecting the passenger.

2.   The carrier shall be relieved of this liability, when the cancellation, late running or missed connection is attributable to one of the following causes:

(a)

circumstances not connected with the operation of the railway which the carrier, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which he was unable to prevent;

(b)

fault on the part of the passenger; or

(c)

the behaviour of a third party which the carrier, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which he was unable to prevent; another undertaking using the same railway infrastructure shall not be considered as a third party; the right of recourse shall not be affected.

3.   National law shall determine whether and to what extent the carrier must pay damages for harm other than that provided for in paragraph 1. This provision shall be without prejudice to Article 44.

Chapter III

Liability in respect of hand luggage, animals, registered luggage and vehicles

SECTION 1

Hand luggage and animals

Article 33

Liability

1.   In case of death of, or personal injury to, passengers the carrier shall also be liable for the loss or damage resulting from the total or partial loss of, or damage to, articles which the passenger had on him or with him as hand luggage; this shall apply also to animals which the passenger had brought with him. Article 26 shall apply mutatis mutandis.

2.   In other respects, the carrier shall not be liable for the total or partial loss of, or damage to, articles, hand luggage or animals the supervision of which is the responsibility of the passenger in accordance with Article 15, unless this loss or damage is caused by the fault of the carrier. The other Articles of Title IV, with exception of Article 51, and Title VI shall not apply in this case.

Article 34

Limit of damages in case of loss of or damage to articles

When the carrier is liable under Article 33(1), he must pay compensation up to a limit of 1 400 units of account per passenger.

Article 35

Exclusion of liability

The carrier shall not be liable to the passenger for loss or damage arising from the fact that the passenger does not conform to the formalities required by customs or other administrative authorities.

SECTION 2

Registered luggage

Article 36

Basis of liability

1.   The carrier shall be liable for loss or damage resulting from the total or partial loss of, or damage to, registered luggage between the time of taking over by the carrier and the time of delivery as well as from delay in delivery.

2.   The carrier shall be relieved of this liability to the extent that the loss, damage or delay in delivery was caused by a fault of the passenger, by an order given by the passenger other than as a result of the fault of the carrier, by an inherent defect in the registered luggage or by circumstances which the carrier could not avoid and the consequences of which he was unable to prevent.

3.   The carrier shall be relieved of this liability to the extent that the loss or damage arises from the special risks inherent in one or more of the following circumstances:

(a)

the absence or inadequacy of packing;

(b)

the special nature of the luggage;

(c)

the consignment as luggage of articles not acceptable for carriage.

Article 37

Burden of proof

1.   The burden of proving that the loss, damage or delay in delivery was due to one of the causes specified in Article 36(2) shall lie on the carrier.

2.   When the carrier establishes that, having regard to the circumstances of a particular case, the loss or damage could have arisen from one or more of the special risks referred to in Article 36(3), it shall be presumed that it did so arise. The person entitled shall, however, have the right to prove that the loss or damage was not attributable either wholly or in part to one of those risks.

Article 38

Successive carriers

If carriage governed by a single contract is performed by several successive carriers, each carrier, by the very act of taking over the luggage with the luggage registration voucher or the vehicle with the carriage voucher, shall become a party to the contract of carriage in respect of the forwarding of luggage or the carriage of vehicles, in accordance with the terms of the luggage registration voucher or of the carriage voucher and shall assume the obligations arising therefrom. In such a case each carrier shall be responsible for the carriage over the entire route up to delivery.

Article 39

Substitute carrier

1.   Where the carrier has entrusted the performance of the carriage, in whole or in part, to a substitute carrier, whether or not in pursuance of a right under the contract of carriage to do so, the carrier shall nevertheless remain liable in respect of the entire carriage.

2.   All the provisions of these Uniform Rules governing the liability of the carrier shall apply also to the liability of the substitute carrier for the carriage performed by him. Articles 48 and 52 shall apply if an action is brought against the servants or any other persons whose services the substitute carrier makes use of for the performance of the carriage.

3.   Any special agreement under which the carrier assumes obligations not imposed by these Uniform Rules or waives rights conferred by these Uniform Rules shall be of no effect in respect of the substitute carrier who has not accepted it expressly and in writing. Whether or not the substitute carrier has accepted it, the carrier shall nevertheless remain bound by the obligations or waivers resulting from such special agreement.

4.   Where and to the extent that both the carrier and the substitute carrier are liable, their liability shall be joint and several.

5.   The aggregate amount of compensation payable by the carrier, the substitute carrier and their servants and other persons whose services they make use of for the performance of the carriage shall not exceed the limits provided for in these Uniform Rules.

6.   This Article shall not prejudice rights of recourse which may exist between the carrier and the substitute carrier.

Article 40

Presumption of loss

1.   The person entitled may, without being required to furnish further proof, consider an item of luggage as lost when it has not been delivered or placed at his disposal within 14 days after a request for delivery has been made in accordance with Article 22(3).

2.   If an item of luggage deemed to have been lost is recovered within one year after the request for delivery, the carrier must notify the person entitled if his address is known or can be ascertained.

3.   Within thirty days after receipt of a notification referred to in paragraph 2, the person entitled may require the item of luggage to be delivered to him. In that case he must pay the charges in respect of carriage of the item from the place of consignment to the place where delivery is effected and refund the compensation received less, where appropriate, any costs included therein. Nevertheless he shall retain his rights to claim compensation for delay in delivery provided for in Article 43.

4.   If the item of luggage recovered has not been claimed within the period stated in paragraph 3 or if it is recovered more than one year after the request for delivery, the carrier shall dispose of it in accordance with the laws and prescriptions in force at the place where the item of luggage is situated.

Article 41

Compensation for loss

1.   In case of total or partial loss of registered luggage, the carrier must pay, to the exclusion of all other damages:

(a)

if the amount of the loss or damage suffered is proved, compensation equal to that amount but not exceeding 80 units of account per kilogram of gross mass short or 1 200 units of account per item of luggage;

(b)

if the amount of the loss or damage suffered is not established, liquidated damages of 20 units of account per kilogram of gross mass short or 300 units of account per item of luggage.

The method of compensation, by kilogram missing or by item of luggage, shall be determined by the General Conditions of Carriage.

2.   The carrier must in addition refund the charge for the carriage of luggage and the other sums paid in relation to the carriage of the lost item as well as the customs duties and excise duties already paid.

Article 42

Compensation for damage

1.   In case of damage to registered luggage, the carrier must pay compensation equivalent to the loss in value of the luggage, to the exclusion of all other damages.

2.   The compensation shall not exceed:

(a)

if all the luggage has lost value through damage, the amount which would have been payable in case of total loss;

(b)

if only part of the luggage has lost value through damage, the amount which would have been payable had that part been lost.

Article 43

Compensation for delay in delivery

1.   In case of delay in delivery of registered luggage, the carrier must pay in respect of each whole period of 24 hours after delivery has been requested, but subject to a maximum of 14 days:

(a)

if the person entitled proves that loss or damage has been suffered thereby, compensation equal to the amount of the loss or damage, up to a maximum of 0,80 units of account per kilogram of gross mass of the luggage or 14 units of account per item of luggage, delivered late;

(b)

if the person entitled does not prove that loss or damage has been suffered thereby, liquidated damages of 0,14 units of account per kilogram of gross mass of the luggage or 2,80 units of account per item of luggage, delivered late.

The methods of compensation, by kilogram missing or by item of luggage, shall be determined by the General Conditions of Carriage.

2.   In case of total loss of luggage, the compensation provided for in paragraph 1 shall not be payable in addition to that provided for in Article 41.

3.   In case of partial loss of luggage, the compensation provided for in paragraph 1 shall be payable in respect of that part of the luggage which has not been lost.

4.   In case of damage to luggage not resulting from delay in delivery the compensation provided for in paragraph 1 shall, where appropriate, be payable in addition to that provided for in Article 42.

5.   In no case shall the total of compensation provided for in paragraph 1 together with that payable under Articles 41 and 42 exceed the compensation which would be payable in case of total loss of the luggage.

SECTION 3

Vehicles

Article 44

Compensation for delay

1.   In case of delay in loading for a reason attributable to the carrier or delay in delivery of a vehicle, the carrier must, if the person entitled proves that loss or damage has been suffered thereby, pay compensation not exceeding the amount of the carriage charge.

2.   If, in case of delay in loading for a reason attributable to the carrier, the person entitled elects not to proceed with the contract of carriage, the carriage charge shall be refunded to him. In addition the person entitled may, if he proves that loss or damage has been suffered as a result of the delay, claim compensation not exceeding the carriage charge.

Article 45

Compensation for loss

In case of total or partial loss of a vehicle the compensation payable to the person entitled for the loss or damage proved shall be calculated on the basis of the usual value of the vehicle. It shall not exceed 8 000 units of account. A loaded or unloaded trailer shall be considered as a separate vehicle.

Article 46

Liability in respect of other articles

1.   In respect of articles left inside the vehicle or situated in boxes (e.g. luggage or ski boxes) fixed to the vehicle, the carrier shall be liable only for loss or damage caused by his fault. The total compensation payable shall not exceed 1 400 units of account.

2.   So far as concerns articles stowed on the outside of the vehicle, including the boxes referred to in paragraph 1, the carrier shall be liable in respect of articles placed on the outside of the vehicle only if it is proved that the loss or damage results from an act or omission, which the carrier has committed either with intent to cause such a loss or damage or recklessly and with knowledge that such loss or damage would probably result.

Article 47

Applicable law

Subject to the provisions of this Section, the provisions of Section 2 relating to liability for luggage shall apply to vehicles.

Chapter IV

Common provisions

Article 48

Loss of right to invoke the limits of liability

The limits of liability provided for in these Uniform Rules as well as the provisions of national law, which limit the compensation to a fixed amount, shall not apply if it is proved that the loss or damage results from an act or omission, which the carrier has committed either with intent to cause such loss or damage, or recklessly and with knowledge that such loss or damage would probably result.

Article 49

Conversion and interest

1.   Where the calculation of compensation requires the conversion of sums expressed in foreign currency, conversion shall be at the exchange rate applicable on the day and at the place of payment of the compensation.

2.   The person entitled may claim interest on compensation, calculated at five per cent per annum, from the day of the claim provided for in Article 55 or, if no such claim has been made, from the day on which legal proceedings were instituted.

3.   However, in the case of compensation payable pursuant to Articles 27 and 28, interest shall accrue only from the day on which the events relevant to the assessment of the amount of compensation occurred, if that day is later than that of the claim or the day when legal proceedings were instituted.

4.   In the case of luggage, interest shall only be payable if the compensation exceeds 16 units of account per luggage registration voucher.

5.   In the case of luggage, if the person entitled does not submit to the carrier, within a reasonable time allotted to him, the supporting documents required for the amount of the claim to be finally settled, no interest shall accrue between the expiry of the time allotted and the actual submission of such documents.

Article 50

Liability in case of nuclear incidents

The carrier shall be relieved of liability pursuant to these Uniform Rules for loss or damage caused by a nuclear incident when the operator of a nuclear installation or another person who is substituted for him is liable for the loss or damage pursuant to the laws and prescriptions of a State governing liability in the field of nuclear energy.

Article 51

Persons for whom the carrier is liable

The carrier shall be liable for his servants and other persons whose services he makes use of for the performance of the carriage, when these servants and other persons are acting within the scope of their functions. The managers of the railway infrastructure on which the carriage is performed shall be considered as persons whose services the carrier makes use of for the performance of the carriage.

Article 52

Other actions

1.   In all cases where these Uniform Rules shall apply, any action in respect of liability, on whatever grounds, may be brought against the carrier only subject to the conditions and limitations laid down in these Uniform Rules.

2.   The same shall apply to any action brought against the servants and other persons for whom the carrier is liable pursuant to Article 51.

TITLE V

LIABILITY OF THE PASSENGER

Article 53

Special principles of liability

The passenger shall be liable to the carrier for any loss or damage:

(a)

resulting from failure to fulfil his obligations pursuant to

(b)

caused by articles and animals that he brings with him,

unless he proves that the loss or damage was caused by circumstances that he could not avoid and the consequences of which he was unable to prevent, despite the fact that he exercised the diligence required of a conscientious passenger. This provision shall not affect the liability of the carrier pursuant to Articles 26 and 33(1).

TITLE VI

ASSERTION OF RIGHTS

Article 54

Ascertainment of partial loss or damage

1.   When partial loss of, or damage to, an article carried in the charge of the carrier (luggage, vehicles) is discovered or presumed by the carrier or alleged by the person entitled, the carrier must without delay, and if possible in the presence of the person entitled, draw up a report stating, according to the nature of the loss or damage, the condition of the article and, as far as possible, the extent of the loss or damage, its cause and the time of its occurrence.

2.   A copy of the report must be supplied free of charge to the person entitled.

3.   Should the person entitled not accept the findings in the report, he may request that the condition of the luggage or vehicle and the cause and amount of the loss or damage be ascertained by an expert appointed either by the parties to the contract of carriage or by a court or tribunal. The procedure to be followed shall be governed by the laws and prescriptions of the State in which such ascertainment takes place.

Article 55

Claims

1.   Claims relating to the liability of the carrier in case of death of, or personal injury to, passengers must be addressed in writing to the carrier against whom an action may be brought. In the case of a carriage governed by a single contract and performed by successive carriers the claims may also be addressed to the first or the last carrier as well as to the carrier having his principal place of business or the branch or agency which concluded the contract of carriage in the State where the passenger is domiciled or habitually resident.

2.   Other claims relating to the contract of carriage must be addressed in writing to the carrier specified in Article 56(2) and (3).

3.   Documents which the person entitled thinks fit to submit with the claim shall be produced either in the original or as copies, where appropriate, the copies duly certified if the carrier so requires. On settlement of the claim, the carrier may require the surrender of the ticket, the luggage registration voucher and the carriage voucher.

Article 56

Carriers against whom an action may be brought

1.   An action based on the liability of the carrier in case of death of, or personal injury to, passengers may only be brought against the carrier who is liable pursuant to Article 26(5).

2.   Subject to paragraph 4 other actions brought by passengers based on the contract of carriage may be brought only against the first carrier, the last carrier or the carrier having performed the part of carriage on which the event giving rise to the proceedings occurred.

3.   When, in the case of carriage performed by successive carriers, the carrier who must deliver the luggage or the vehicle is entered with his consent on the luggage registration voucher or the carriage voucher, an action may be brought against him in accordance with paragraph 2 even if he has not received the luggage or the vehicle.

4.   An action for the recovery of a sum paid pursuant to the contract of carriage may be brought against the carrier who has collected that sum or against the carrier on whose behalf it was collected.

5.   An action may be brought against a carrier other than those specified in paragraphs 2 and 4 when instituted by way of counter-claim or by way of exception in proceedings relating to a principal claim based on the same contract of carriage.

6.   To the extent that these Uniform Rules apply to the substitute carrier, an action may also be brought against him.

7.   If the plaintiff has a choice between several carriers, his right to choose shall be extinguished as soon as he brings an action against one of them; this shall also apply if the plaintiff has a choice between one or more carriers and a substitute carrier.

Article 58

Extinction of right of action in case of death or personal injury

1.   Any right of action by the person entitled based on the liability of the carrier in case of death of, or personal injury to, passengers shall be extinguished if notice of the accident to the passenger is not given by the person entitled, within 12 months of his becoming aware of the loss or damage, to one of the carriers to whom a claim may be addressed in accordance with Article 55(1). Where the person entitled gives oral notice of the accident to the carrier, the carrier shall furnish him with an acknowledgement of such oral notice.

2.   Nevertheless, the right of action shall not be extinguished if

(a)

within the period provided for in paragraph 1 the person entitled has addressed a claim to one of the carriers designated in Article 55(1);

(b)

within the period provided for in paragraph 1 the carrier who is liable has learned of the accident to the passenger in some other way;

(c)

notice of the accident has not been given, or has been given late, as a result of circumstances not attributable to the person entitled;

(d)

the person entitled proves that the accident was caused by fault on the part of the carrier.

Article 59

Extinction of right of action arising from carriage of luggage

1.   Acceptance of the luggage by the person entitled shall extinguish all rights of action against the carrier arising from the contract of carriage in case of partial loss, damage or delay in delivery.

2.   Nevertheless, the right of action shall not be extinguished:

(a)

in case of partial loss or damage, if

(b)

in case of loss or damage which is not apparent whose existence is ascertained after acceptance of the luggage by the person entitled, if he

(c)

in case of delay in delivery, if the person entitled has, within twenty-one days, asserted his rights against one of the carriers specified in Article 56(3);

(d)

if the person entitled proves that the loss or damage was caused by fault on the part of the carrier.

Article 60

Limitation of actions

1.   The period of limitation of actions for damages based on the liability of the carrier in case of death of, or personal injury to, passengers shall be:

(a)

in the case of a passenger, three years from the day after the accident;

(b)

in the case of other persons entitled, three years from the day after the death of the passenger, subject to a maximum of five years from the day after the accident.

2.   The period of limitation for other actions arising from the contract of carriage shall be one year. Nevertheless, the period of limitation shall be two years in the case of an action for loss or damage resulting from an act or omission committed either with the intent to cause such loss or damage, or recklessly and with knowledge that such loss or damage would probably result.

3.   The period of limitation provided for in paragraph 2 shall run for actions:

(a)

for compensation for total loss, from the fourteenth day after the expiry of the period of time provided for in Article 22(3);

(b)

for compensation for partial loss, damage or delay in delivery, from the day when delivery took place;

(c)

in all other cases involving the carriage of passengers, from the day of expiry of validity of the ticket.

The day indicated for the commencement of the period of limitation shall not be included in the period.

4.   […]

5.   […]

6.   Otherwise, the suspension and interruption of periods of limitation shall be governed by national law.

TITLE VII

RELATIONS BETWEEN CARRIERS

Article 61

Apportionment of the carriage charge

1.   Any carrier who has collected or ought to have collected a carriage charge must pay to the carriers concerned their respective shares of such a charge. The methods of payment shall be fixed by agreement between the carriers.

2.   Article 6(3), Article 16(3) and Article 25 shall also apply to the relations between successive carriers.

Article 62

Right of recourse

1.   A carrier who has paid compensation pursuant to these Uniform Rules shall have a right of recourse against the carriers who have taken part in the carriage in accordance with the following provisions:

(a)

the carrier who has caused the loss or damage shall be solely liable for it;

(b)

when the loss or damage has been caused by several carriers, each shall be liable for the loss or damage he has caused; if such distinction is impossible, the compensation shall be apportioned between them in accordance with letter c);

(c)

if it cannot be proved which of the carriers has caused the loss or damage, the compensation shall be apportioned between all the carriers who have taken part in the carriage, except those who prove that the loss or damage was not caused by them; such apportionment shall be in proportion to their respective shares of the carriage charge.

2.   In the case of insolvency of any one of these carriers, the unpaid share due from him shall be apportioned among all the other carriers who have taken part in the carriage, in proportion to their respective shares of the carriage charge.

Article 63

Procedure for recourse

1.   The validity of the payment made by the carrier exercising a right of recourse pursuant to Article 62 may not be disputed by the carrier against whom the right to recourse is exercised, when compensation has been determined by a court or tribunal and when the latter carrier, duly served with notice of the proceedings, has been afforded an opportunity to intervene in the proceedings. The court or tribunal seized of the principal action shall determine what time shall be allowed for such notification of the proceedings and for intervention in the proceedings.

2.   A carrier exercising his right of recourse must present his claim in one and the same proceedings against all the carriers with whom he has not reached a settlement, failing which he shall lose his right of recourse in the case of those against whom he has not taken proceedings.

3.   The court or tribunal shall give its decision in one and the same judgment on all recourse claims brought before it.

4.   The carrier wishing to enforce his right of recourse may bring his action in the courts or tribunals of the State on the territory of which one of the carriers participating in the carriage has his principal place of business, or the branch or agency which concluded the contract of carriage.

5.   When the action must be brought against several carriers, the plaintiff carrier shall be entitled to choose the court or tribunal in which he will bring the proceedings from among those having competence pursuant to paragraph 4.

6.   Recourse proceedings may not be joined with proceedings for compensation taken by the person entitled under the contract of carriage.

Article 64

Agreements concerning recourse

The carriers may conclude agreements which derogate from Articles 61 and 62.

ê 1371/2007/EC Annex II (adapted)

ð new

ANNEX II

MINIMUM INFORMATION TO BE PROVIDED BY RAILWAY UNDERTAKINGS AND/OR TICKET VENDORS

Part I:    Pre-journey information

General conditions applicable to the contract

Time schedules and conditions for the fastest trip

Time schedules and conditions for the lowest fares

Accessibility, access conditions and availability on board of facilities for disabled persons Ö with disabilities Õ and persons with reduced mobility ð in accordance with the accessibility requirements laid down in Directive XXX ï

Accessibility and aAccess conditions for bicycles

Availability of seats in smoking and non-smoking, first and second class as well as couchettes and sleeping carriages

Any activities likely to disrupt or delay services

Availability of on-board services

Procedures for reclaiming lost luggage

Procedures for the submission of complaints

Part II: Information during the journey

On-board services

Next station

Delays

Main connecting services

Security and safety issues


ê 1371/2007/EC Annex III (adapted)

ANNEX III

MINIMUM SERVICE QUALITY STANDARDS

Information and tickets

Punctuality of services, and general principles to cope with disruptions to services Cancellations of services

Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)

Customer satisfaction survey

Complaint handling, refunds and compensation for non-compliance with service quality standards Assistance provided to disabled persons and persons with reduced mobility.

ò new

I.    Requirements concerning railway undertakings

By 30 June of each year, railway undertakings shall publish on their website the service quality report corresponding to the previous business year and send it to the national enforcement body and to the European Union Agency for Railways for publication on its website. The undertaking shall publish on its website the report in its official national language(s) and, if possible, also in other Union languages, including a summary in English.

The service quality reports shall include information on at least the following:

1)Punctuality of services, and general principles of how railway undertakings cope with disruptions to services

(a)    delays

(i) overall average delay of services as a percentage per category of service (international, domestic long-distance, regional and urban/suburban);

(ii) percentage of services delayed at departure;

(iii) percentage of services delayed at arrival:

percentage of delays of less than 60 minutes;

percentage of delays of 60119 minutes;

percentage of delays of 120 minutes or more;

(b)    cancellations of services

cancellation of services as a percentage per category of service (international, domestic long-distance, regional and urban/suburban);

(c)    application of the Regulation in relation to delays and cancellations of services:

(i) number of passengers to whom care and assistance were provided;

(ii) cost of this care and assistance provision;

(iii) number of passengers to whom compensation was granted;

(iv) cost of the compensation granted;

(2)Customer satisfaction survey

Minimum set of categories to be included:

(i) punctuality of trains;

(ii)information to passengers in the event of delay;

(iii) accuracy and availability of information on trains;

(iv) quality of maintenance/condition of trains;

(v) level of security on trains;

(vi) cleanliness of inside of the train;

(vii) provision of useful information throughout the journey;

(viii) availability of goodquality toilets on every train;

(ix) cleanliness and maintenance of stations to a high standard;

(x) accessibility of trains and on-board facilities, including accessible toilets;

(xi) number of incidents and quality of assistance effectively provided to persons with disabilities and persons with reduced mobility on board in accordance with Article 24, irrespective of the prior notification of a request of assistance.

(3) Complaint handling

(i) number of complaints and outcome;

(ii)categories of complaints;

(iii) number of processed complaints;

(iv) average response time;

(v) possible improvements, actions undertaken.

(4)    Assistance provided to persons with disabilities and persons with reduced mobility

number of cases of assistance per category of service (international, domestic long-distance, regional and urban/suburban).

(5)    Disruptions

existence and short description of contingency plans, crisis management plans. 

II.    Requirements concerning station managers and infrastructure managers

The service quality reports shall include information on at least the following:

(1)Information and tickets

(i)procedure for handling information requests at the station;

(ii) procedure and means for providing information about train schedules, tariffs and platforms; quality of the information;

(iii) display of information on rights and obligations under the Regulation and on contact details of national enforcement bodies;

(iv)ticketbuying facilities;

(v) availability of staff at the station to provide information and sell tickets;

(vi) provision of information to persons with disabilities or reduced mobility;

(2)General principles to cope with service disruptions

(i) number of passengers to whom care and assistance were provided;

(ii) cost of this care and assistance provision;

(3)Description of measures in place to ensure cleanliness of station facilities (toilets, etc.)

(i)cleaning intervals;

(ii)availability of toilets;

(4)Customer satisfaction survey

Minimum categories to be included:

(i) information for passengers in the event of delay;

(ii) accuracy, availability and accessibility of information on train times/platforms;

(iii) level of security in the station;

(iv) time taken to respond to information requests at stations;

(v)availability of good quality toilets in the station (including accessibility);

(vi)cleanliness and maintenance of stations;

(vii)accessibility of station and station facilities.

(viii) number of incidents and quality of assistance provided to persons with disabilities and persons with reduced mobility at the station. 


ò new

ANNEX IV

COMPLAINT-HANDLING PROCEDURE
FOR NATIONAL ENFORCEMENT BODIES

In complex cases such as cases involving multiple claims or a number of operators, crossborder travel or accidents on the territory of a Member State other than that which granted the undertaking’s licence, in particular where it is unclear which national enforcement body is competent, or where it would facilitate or accelerate the resolution of the complaint, national enforcement bodies shall cooperate to identify a ‘lead’ body, which shall serve as single point of contact for passengers. All national enforcement bodies involved shall cooperate to facilitate the resolution of the complaint (including by sharing information, assisting with the translation of documents and providing information on the circumstances of incidents). Passengers shall be informed which body is acting as ‘lead’ body.


ò new

ANNEX V

Correlation Table

Regulation (EC) No 1371/2007

This Regulation

Article 1

Article 1

Article 1(a)

Article 1(a)

Article 1(b)

Article 1(b)

----

Article 1(c)

Article 1(c)

Article 1(d)

----

Article 1(e)

Article 1(d)

Article 1(f)

Article 1(e)

Article 1(g)

----

Article 1(h)

Article 1(f)

Article 1(i)

Article 2

Article 2

Article 2 (1)

Article 2 (1)

Article 2 (2)

----

Article 2 (3)

----

Article 2 (4)

----

Article 2 (5)

----

Article 2 (6)

----

Article 2 (7)

----

----

Article 2 (2)

----

Article 2 (3)

Article 3

Article 3

Article 3 (1)

Article 3 (1)

Article 3 (2), (3)

----

Article 3 (4)

Article 3 (2)

Article 3 (5)

Article 3 (3)

Article 3 (6)

Article 3 (4)

Article 3 (7)

Article 3 (5)

Article 3 (8)

Article 3 (6)

Article 3 (9)

Article 3 (7)

Article 3 (10)

Article 3 (8)

----

Article 3 (9)

----

Article 3 (10)

Article 3 (11)

Article 3 (11)

----

Article 3 (12)

Article 3 (12)

Article 3 (13)

Article 3 (13)

Article 3 (14)

Article 3 (14)

----

Article 3 (15)

Article 3 (16)

Article 3 (16)

Article 3 (17)

Article 3 (17)

Article 3 (18)

----

Article 3 (19)

Article 4

Article 4

----

Article 5

Article 5

Article 6

Article 6

Article 7

Article 7

Article 8

Article 8

Article 9

----

Article 9 (4)

Article 9

Article 10

Article 9 (3)

----

----

Article 10 (5), (6)

Article 10

----

Article 11

Article 11

Article 12

Article 12

Article 12 (2)

----

Article 13

Article 13

Article 14

Article 14

Article 15

Article 15

Article 16

Article 16

----

Article 16 (2), (3)

Article 17

Article 17

----

Article 17 (8)

Article 18

Article 18

----

Article 18 (6)

----

Article 19

Article 19

Article 20

Article 20

Article 21

Article 21 (1)

----

Article 21 (2)

Article 22 (2) and Article 23 (2)

Article 22

Article 22

Article 22 (2)

----

----

Article 22 (4)

Article 23

Article 23

----

Article 23 (4)

Article 24

Article 24

Article 25

Article 25 (1), (2), (3)

----

Article 26

Article 26

Article 27

Article 27

Article 28

----

Article 28 (3)

Article 27 (3)

Article 28 (4)

Article 28

Article 29

Article 29

Article 30

Article 30

Article 31

----

Article 32, 33

Article 31

Article 34

----

Article 34 (1), (3)

Article 32

Article 35

Article 33

----

Article 34

Article 36

Article 35,

----

----

Article 37

Article 36

Article 38

----

Article 39

Article 37

Article 40

Annex I

Annex I

Annex II

Annex II

Annex III

Annex III

----

Annex IV to V

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