What to do if the train is late?

PKP

If your train is delayed, you should wait for information about your planned journey or try to get it yourself at the information desk or by calling the helpline. The carrier is responsible for the delay.

If a ticket for a delayed train is used, the traveller has the right to claim a refund.

In the case of cancellation due to delay, it is necessary to take the receipt from the ticket office and send a photo or a scan to the following email address: kontakt@europodroze.pl. Then, the Europodróże service will file a claim for you.

Deutsche Bahn

Monitor the information at the station, on the DB Navigator app or listen to the announcements. You have the right to continue your journey, change your route or interrupt it.

If the delay at your destination is ≥ 20 minutes, you have the right to take another train (also of a higher category if necessary and your DB ticket allows it), provided this does not generate additional costs.

If the delay is ≥ 60 minutes, compensation is due:

• 25% of the ticket price (for a delay of 60-119 minutes).
• 50% of the ticket price (for a delay ≥ 120 minutes).

In the event of cancellation or delay **> 60 minutes ** before departure, the passenger has the right to cancel the journey and receive a full refund. Compensation is paid on the basis of the Passenger Rights Form (Fahrgastrechte-Formular).

Eurostar

In the event of a train delay or cancellation, please wait for announcements from Eurostar staff.

If the delay before departure is ≥ 60 minutes, the passenger is entitled to a free ticket exchange for another date/time or a full cash refund.

If there is a delay during the journey of ≥ 60 minutes, compensation is payable:

• 25% of the ticket value (for a delay of 60-119 minutes).
• 50% of the ticket value (for a delay ≥ 120 minutes).

Compensation can be paid in the form of a voucher.

TGV/SNCF

Passengers are entitled to compensation under the "Punctuality Guarantee" (Garantie Ponctualité). Follow the announcements at the station and the information on the SNCF Connect app.

The passenger is already entitled to compensation for a delay of ≥ 30 minutes (the percentage of reimbursement depends on the length of the delay and the fare, but usually applies to TGV INOUI).

For cancellations or delays > 60 minutes, the passenger is entitled to a full refund or a change of ticket to another train.

Renfe

Renfe has a strict punctuality policy (Compromiso de Puntualidad), especially for high-speed trains (AVE). You should wait for announcements at the station.

If the delay at the destination of the AVE train is ≥ 30 minutes, the passenger is entitled to a refund of 50% of the ticket price.

If the delay is ≥ 45 minutes, the passenger is entitled to a 100% refund of the ticket price.

For Intercity trains, the rules are more lenient, e.g. 50% refund for 60 minutes of delay.

Trenitalia

Please wait for information at the station. Trenitalia offers compensation (Indennità) based on EU regulations.

If the delay at the destination is ≥ 60 minutes, the passenger is entitled to compensation:

• 25% of the ticket price (for a delay of 60-119 minutes).
• 50% of the ticket price (for a delay of ≥ 120 minutes).

České dráhy

Check the current information at the station or on the Můj vlak app. Passengers are entitled to compensation under EU regulations. If the delay at the destination is ≥ 60 minutes, the passenger has the right to compensation:

• 25% of the ticket price (for a delay of 60-119 minutes).
• 50% of the ticket price (for a delay ≥ 120 minutes).

Ukrainian Railways

In case of delay, official announcements should be awaited. Due to the peculiarities of Ukrainian regulations and conditions (especially in the current context), compensation and refunds for delays are subject to local regulations, which are, however, less favourable than in the EU.