Decision No 43/2018

Published on 20/04/2018

Measures concerning the minimum content of passenger rights that users of rail transport services subject to public service obligations may claim from rail infrastructure managers and service providers. Initiation of proceeding and public consultation


The Authority launched a public consultation on draft regulatory measures aimed at defining the minimum content of rights that users of rail transport services subject to public service obligations may claim from rail infrastructure managers and service providers. The proceeding will be closed on 31 December 2018. A specific responsibility in this area is assigned to the Authority under its statutory law (article 37 (2) (e) of Decree-Law No 201/2011).

The measures submitted to consultation are without prejudice to any improvements provided for by service charters and by national and EU provisions concerning rail passenger rights and concern, inter alia:

  • right to adequate, timely and accessible information and the manner in which information is provided (as for completeness, updating, consideration of needs of users with disabilities or reduced mobility);
  • right to accessibility of services and stations (e.g. providing for bicycle transport, adequate rolling stock, working visual and audible systems in order to supply passengers with travel information, and working ticketing machines and ticket control machines);
  • right to compensation for delays and procedures for requesting compensation and payment thereof (need to ensure more channels for requesting compensation that meet the requirements of full accessibility for all types of users);
  • rights related to complaint handling.

Full text of the decision (Italian language)