Arriva PCC

Claims and Complaints

Claims are related to a refund of money, in particular:

  1. due to full or partial not using a train ticket;
  2. due to non-performance or improper performance of a contract of carriage;
  3. when a passenger does not agree with a call for payment and can prove that he or she had a valid document of carriage or a document certifying his or her entitlement to free transport or a discount;

A claim should be submitted in a written form.
A claim should contain:

  1. date of claim;
  2. carrier's name and address;
  3. claimant's full name (name) and residential address (office address);
  4.  claim title and justification:
  5. claimed amount (separately for every document of carriage);
  6. signature of a person authorized to make a claim.

Originals of documents related to the conclusion of a contract of carriage (in particular a travel ticket) and copies of other documents (e.g. certifying an entitlement to free transport or discounts), confirmed, for example, by an authorized employee of a passenger's workplace, issuer, notary, should be attached to the claim.

Claims regarding the conclusion of a contract of carriage or calls for payment should be submitted within 3 months respectively from the date of a service provision or receipt of a call for payment. The date of a claim submission is the date a claim was received by the carrier.

Complaints

We are open to your remarks, conclusions, opinions as they are a valuable source of information to us and help us develop and increase the level of our services.  

We will make every effort to answer your claim or complaint as soon as possible, not later than within 30 days from the date the complaint was received by the carrier.

Claims and complaints can be submitted to the following address:

Arriva RP Sp. z o.o.
ul. Grudziądzka 110-114, 87-100 Toruń

After the carrier's complaint procedure has been exhausted, the passenger has the right to submit a complaint to the President of the Office of Railway Transport to the following address:

Urząd Transportu Kolejowego
Aleje Jerozolimskie 134, 02-305 Warszawa

Complaints which do not contain the first name and surname (name) and the address of the submitting party shall not be considered (§ 8 clause 1 of the Ordinance of the Council of Ministers of 8 January 2002 - Journal of Laws No. 5 item 46).

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