"The latest Eurobarometer survey revealed a sad fact: only one in three EU citizens know that rail passengers have similar rights to air passengers. In order to protect their rights, Estonian rail passengers can contact the Estonian Transport Administration and use the EU-wide Single Digital Gateway and the mobile app," explained Karl Tiitson, Head of the Transport Supervision Department of the Transport Administration.
Every passenger should bear in mind that if your trip is not going as usual and you feel that your rights have been violated, you should first contact your service provider. If you do not receive a reply from the service provider within one month, or if you are not satisfied with the reply, you can complain to the relevant authority in your country. In Estonia, this is the Transport Administration in the case of rail passengers, and the Consumer Protection and Technical Regulatory Authority for other modes of transport.
To find out what information you are entitled to, and whether you are entitled to compensation or a refund, you can check the website of the carrier/ticket seller, the website of the Estonian Transport Administration, the official website of the European Union Your Europe or the Passenger Rights mobile app, all of which are available in all official languages of the European Union.
Before the trip, you are entitled to the following information:
• general conditions of travel
• trips involving one or more connections where the tickets purchased are direct tickets
• timetables and terms for all available classes, highlighting the cheapest prices, as well as the timetables and terms for the fastest trips
• any disruptions or delays (scheduled and real-time updates)
• accessibility for disabled persons and persons with reduced mobility, conditions of access and availability of assistive devices on board
• services on-board (including Wi-Fi and toilets)
• bicycle racks and rules for travelling by bike
• procedures concerning lost luggage claims
• procedures for complaints
• your passenger rights under EU rules and what to do if your train trip is cancelled or delayed
