Disruptions that may give rise to a request for dispute settlement to the Authority

RAIL TRANSPORT

• Failure to provide pre-journey information on access conditions and availability of onboard equipment for persons with disabilities or with reduced mobility
• Failure to provide pre-journey information on access conditions and station accessibility
• Failure to provide information on the time required to restore infrastructure for persons with disabilities or with reduced mobility
  Failure to comply with the time required to restore infrastructure for persons with disabilities or with reduced mobility
• Journey made with inadequate vehicle for the transport of persons with disabilities or with reduced mobility
• Refusal to accept a reservation from, or issue a ticket to, or request additional costs to persons with disabilities or with reduced mobility
• Access issues  to the station or train for persons with disabilities or with reduced mobility
• Failure to assist persons with disabilities or with reduced mobility
• Loss or damage of equipment of persons with disabilities or with reduced mobility
• Refusal to transport bicycles/failure to provide pre-journey information on bicycle transport conditions
• Failure to provide pre-journey information on time schedules and conditions for the lowest fares or the fastest trip
• Failure to provide pre-journey information on procedures for reclaiming lost luggage
• Failure to provide pre-journey information on general conditions of carriage or complaint procedures
• Failure to provide pre-journey information on first/second class seats /couchettes and sleeping carriages or availability of onboard services
• Failure to provide pre-journey information on activities likely to disrupt or delay services or guaranteed services in case of a strike
• Failure to provide information during the journey on next station/main connecting services/delays
• Failure to provide information during the journey on onboard services/security and safety issues
• Failure to provide pre-journey information on ticket purchasing channels/ticket types/mode of use and related rights
• Application of onboard surcharge where there is no ticket office or selling machine, or point of sale close to the station
• Failure to cover expenses for immediate practical needs in case of accident
• Failure to assist passengers claiming compensation for damage from third parties
• Failure to provide alternative transport under comparable conditions for cancellation or expected delay in arrival exceeding 60 minutes
• Failure to provide ticket reimbursement in case of cancellation or expected delay in arrival exceeding 60 minutes
• Failure to provide compensation for delays in arrival of 60 minutes or more (single delay)
• Failure to provide compensation in case of recurrent delays or cancellations (season ticket holders)
• Failure to provide information in case of delays in departure
• Failure to provide information concerning discontinuation of services
• Failure to provide assistance (meals, refreshments) in case of cancellation or delay in departure exceeding 60 minutes
• Failure to provide assistance (overnight accommodation) in case of cancellation or delay in departure exceeding 60 minutes
• Failure to organize alternative transport services if the railway service cannot be continued
• Failure to certify the delay, cancellation, or missed connection
• Failure to provide information on passenger rights
• Failure to provide a final response to the complaint within three months
• Failure to state reasons in the response to the complaint
• Problems in the submission of first-instance complaints
• Inadequate organization of HS services to meet the needs of season-ticket holders
• Failure to provide information on features and mode of use of HS season tickets and their modifications
• Problems with seat reservations for HS season-ticket holders

BUS AND COACH TRANSPORT

• Discrimination in reservation or issuing of tickets based on nationality
• Refusal to accept a reservation from, issue a ticket to, allow boarding or request additional costs to persons with disabilities or with reduced mobility
• Refusal to persons with disabilities or with reduced mobility to travel with an accompanying person (only where the scheduled distance of the service is 250 km or more)
• Compensation in the event of accidents (death, injury, damage to luggage)
• Failure to provide assistance for immediate practical needs in the event of accidents
• Access issues to the bus station or bus for persons with disabilities or with reduced mobility
• Failure to provide assistance to persons with disabilities or with reduced mobility
• Loss or damage to mobility equipment of persons with disabilities or with reduced mobility
• Failure to provide information on cancellations or delays in departure (only where the scheduled distance of the service is 250 km or more)
• Failure to provide assistance (meals, refreshments) in case of cancellation or delay in departure of more than 90 minutes (only where the scheduled distance of the service is 250 km or more and the scheduled duration is more than 3 hours)
• Failure to provide assistance (overnight accommodation) in case of cancellation or delay in departure of more than 90 minutes (only where the scheduled distance of the service is 250 km or more and the scheduled duration is more than 3 hours)
• Failure to provide alternative transport services under comparable conditions in case of cancellation or delay in departure of more than 120 minutes (only where the scheduled distance of the service is 250 km or more)
• Failure to provide ticket reimbursement in case of cancellation or delay in departure of more than 120 minutes (only where the scheduled distance of the service is 250 km or more)
• Failure to provide alternative transport services under comparable conditions or ticket reimbursement in case of overbooking (only where the scheduled distance of the service is 250 km or more)
• Failure to provide continuation of the service where the bus or coach becomes inoperable during the journey (only where the scheduled distance of the service is 250 km or more)
• Failure to provide adequate information throughout the travel
• Failure to provide information on passenger rights
• Failure to provide a final response to the complaint within 3 months
• Failure to state reasons in the response to the complaint
• Problems in the submission of first-instance complaints

SEA AND INLAND WATERWAY TRANSPORT

• Discrimination in reservation or issuing of tickets based on nationality
• Refusal to accept a reservation from, issue a ticket to, allow embarking or request additional costs to persons with disabilities or with reduced mobility
• Request to persons with disabilities or with reduced mobility to travel with an accompanying person
• Access issues  to the port or ship for persons with disabilities or with reduced mobility
• Failure to provide assistance to persons with disabilities or with reduced mobility
• Loss or damage to mobility equipment of persons with disabilities or with reduced mobility
• Failure to provide information on cancellations or delays in departure
• Failure to provide assistance (meals, refreshments) in case of cancellation or delay in departure of more than 90 minutes
• Failure to provide assistance (overnight accommodation) in case of cancellation or delay in departure of more than 90 minutes
• Failure to provide alternative transport services under comparable conditions in case of cancellation or delay in departure of more than 90 minutes (not applicable to cruises)
• Failure to provide ticket reimbursement in case of cancellation or delay in departure of more than 90 minutes (not applicable to cruises)
• Failure to provide compensation for delay in arrival at the final destination (not applicable to cruises)
• Failure to provide adequate information throughout the travel
• Failure to provide information on passenger rights
• Failure to provide a final response to the complaint within two months
• Failure to state reasons in the response to the complaint
• Problems in the submission of first-instance complaints

AIR TRANSPORT

• Overbooking: failure to provide reimbursement within 7 days and/or return flight to the first point of departure
• Overbooking: failure to provide re-routing, under comparable transport conditions at the earliest opportunity or at a later date
• Overbooking: failure to bear the costs of transferring the passenger from or to a different airport of departure or arrival
• Overbooking: failure to provide assistance with meals and refreshments
• Overbooking: failure to provide assistance with hotel accommodation and/or transport to the place of accommodation
• Overbooking: failure to provide assistance with free-of-charge communications (e.g. telephone calls)
• Cancellation: failure to provide reimbursement within 7 days and/or return flight to the first point of departure
• Cancellation: failure to provide re-routing under comparable transport conditions
• Cancellation: failure to bear the costs of transfer transferring the passenger from or to a different airport of departure or arrival
• Cancellation: failure to provide information concerning possible alternative transport
• Cancellation: failure to provide assistance with meals and refreshments
• Cancellation: failure to provide assistance with hotel accommodation and/or transport to the place of accommodation
• Cancellation: failure to provide assistance with free-of-charge communications (e.g., telephone calls)
• Delay: failure to provide reimbursement within 7 days and/or return flight to the first point of departure (delay of at least 5 hours)
• Delay: failure to provide assistance with meals and refreshments
• Delay: failure to provide assistance with hotel accommodation and/or transport to the place of accommodation
• Delay: failure to provide assistance with free-of-charge communications (e.g., telephone calls)
• Request supplementary payments in case passengers are placed in a higher class
• Failure to provide reimbursement in case passengers are placed in a lower class
• Overbooking/cancellation/delay: failure to provide specific assistance to persons with disabilities or with reduced mobility
• Failure to provide information on passenger rights
• Refusal to accept a reservation from, issue a ticket to, or allow boarding to persons with disabilities or with reduced mobility
• Request to persons with disabilities or with reduced mobility to travel with an accompanying person
• Failure to provide assistance to persons with disabilities or with reduced mobility
• Loss or damage to mobility equipment of persons with disabilities or with reduced mobility