Passengers travelling by train can assert their rights and submit a complaint if:
- their journey by train was delayed or cancelled; or
- they feel that their rights have not been respected during the journey.
In any case, the railway company is required to inform the passengers of the situation, about their rights (reimbursement of the ticket, compensation) and do whatever becomes necessary to provide food, accommodation and transportation to the travellers in the event of substantial delays/waiting times during the journey.
Passengers may, in certain conditions, also be entitled to financial compensation in the event of:
- bodily injury; or
- death; or
- loss of their luggage; or
- material damage.
In order to file a complaint, the traveller must first contact the railway company in the matter concerned. In the event of an unsatisfactory response, the passenger can file a complaint to the Verkéiersverbond.