POLREGIO hotline | PolishTrains

At a glance

• POLREGIO's main helpline number is 22 474 00 44, available 24 hours a day, seven days a week
• A separate service line for passengers with disabilities operates daily from 7:00 to 21:00
• Consultants can help with connections, delays, substitute transport, fares and luggage queries
• Lost property and on-route complaints are handled by the relevant regional POLREGIO branch
• Online ticket issues can be reported by e-mail to bilety@p-r.com.pl with your ticket number
• Timetables and live connections can also be checked via the PolishTrains search engine

POLREGIO's helpline number is 22 474 00 44. Just call to get the latest information on connections, status of trains, substitute transport or issues related to transporting bicycles and luggage. Consultants also help you understand the fare rules, suggest how offers work and explain what to do in less obvious situations, such as an unplanned change of route.

The helpline is also great for making sure the change you're planning is still possible, or quickly finding out which platform the next train is leaving from. And if the matter requires details relating to a specific train set, the consultants will point you to the relevant regional company that deals with the section in question.

POLREGIO's main infoline operates 24/7. At any time - also at night - you can obtain information about train running, delays and current difficulties.

In addition, the carrier operates a service line for people with disabilities, open daily from 7:00 a.m. to 9:00 p.m. This is a place where you can report the need for assistance, ask about the availability of facilities at a station or make sure about the organisation of assistance at boarding and changing trains. Thanks to this structure, the helpline remains a convenient and fast source of information, whether you call in the middle of the day or late in the evening before your morning journey.

The POLREGIO helpline provides quick access to a lot of important information. You can call if you want to:

• check the course of trains, delays, cancellations and other changes in the timetable;
• obtain information on substitute transport, possibilities to change trains, travel time;
• find out about the conditions for transporting bicycles, animals, luggage;
• find out about the terms and conditions for purchasing and refunding tickets;
• find out about fares, tariffs and current special offers;
• obtain general information on the operation of mPOLREGIO application (without technical support);
• ask for a contact to the relevant POLREGIO regional branch.

When calling, you can also ask about the documents necessary to travel at a reduced fare, the conditions for using the REGIOcard or the rules for seat reservations.

Although the POLREGIO helpline is helpful in many situations, there are matters which are better handled directly with the regional company. POLREGIO operates within a structure of 14 companies which are responsible for the operation of transport in individual provinces.

It is best to contact the regional branch in the case of:

• lost items on the train;
• incidents on the route and problems with a specific course;
• local train disruptions
• complaints about service or travel conditions.

A full list of regional establishments, with addresses, telephone numbers and email addresses, can be found on the carrier's official website. It is worth checking which branch the train you are using belongs to so that you can get straight to the correct unit.

If you have a problem buying a ticket via the website, it is best to contact Customer Service straight away.

The most common problems are:

• no purchase confirmation email;
• Incorrect details on the ticket;
• inability to download your ticket;
• failed transaction.

In such situations, please write to: bilety@p-r.com.pl. It is worth attaching the ticket number, a screenshot or a description of the situation.

To ensure that the conversation goes smoothly, it is useful to have some information at hand. This will help the consultant to understand your problem faster and give you specific advice:

• train number or planned route;
• departure or arrival time;
• where to purchase your ticket (ticket office, application, website);
• ticket number (if applicable).

If you ask about a train delay, it is a good idea to include the train number and direction. When you report a lost item, prepare a description of the item and the name of the station where the incident may have occurred.

If you buy your tickets via the PolishTrains train connection search engine, you have an additional support channel at your disposal, which perfectly complements the contact with the POLREGIO helpline. Our team helps you with issues related to purchases, payments or data correctness. This is a practical solution, especially when you need fast information about the status of your order or you have doubts as to whether the transaction has been completed correctly.

By calling +48 123 451 661, you will receive tips on how to use your account, access your ticket history, change your travel dates, or return or exchange tickets for regional connections. In addition, we can provide you with timetable information and help you buy tickets. This way, you don't have to search for solutions on your own - one connection is all you need to get back to planning your trip with peace of mind.

If you need express assistance, you can use our hotline: +48 703 402 010. We are open all week from 7 a.m. to 11 p.m. You can also use our e-mail address: kontakt@polishtrains.eu, so that you can quickly get support before your journey in any situation.