Complaints and claims

CLAIMS

A claim involves a fare refund, in particular:

• if a travel or transport ticket has not been used or used only partially
• due to non-execution or improper execution of a transport agreement
• if a passenger contests a payment request and is able to prove that he/she possessed a valid transport document or a document confirming that the passenger was entitled to use bus transport services free of charge or at a discounted rate.

Claims must be submitted in writing to the address of the carrier's registered office, by email at [email protected] or via the form available at the bottom of the page. A claim should contain:

• claim date
• operator name and address
• full name and address (headquarters) of the claimant
• reason and description of the claim:
• claim amount (separately for every transport document)
• signature of the person eligible to submit a claim.

Please attach copies or the original transport contract documents relevant to the claim (in particular the ticket) and authenticated (by e.g. an authorised employee, issuer or notary) copies of other documents (e.g. confirming your right to use public transport services free of charge or at a discounted rate).

Claims related to entering into a transportation agreement or payment requests must be submitted within 3 months of the rendering of the service or the receipt of the payment request, respectively. The date of the claim of the operator receiving the claim shall be the date of complaint submission.

A claim should contain:

• claim date
• operator name and address
• full name and address (headquarters) of the claimant
• reason and description of the claim:
• claim amount (separately for every transport document)
• signature of the person eligible to submit a claim.

Please attach copies or the original transport contract documents relevant to the claim (in particular the ticket) and authenticated (by e.g. an authorised employee, issuer or notary) copies of other documents (e.g. confirming your right to use public transport services free of charge or at a discounted rate).

Claims related to entering into a transportation agreement or payment requests must be submitted within 3 months of the rendering of the service or the receipt of the payment request, respectively. The date of the claim of the operator receiving the claim shall be the date of complaint submission.
 

COMPLAINTS

We are open to your comments, suggestions and opinions as they are a valuable source of information which allows us to improve the quality of our services.

We will use our best efforts to respond to your claim or complaint as soon as possible, or within 20 days of receiving your claim or complaint.

Claims and complaints can be submitted to the address of the operator's registered office, via email at [email protected] or using the form available at the bottom of the page.

Arriva RP Sp. z o.o.

ul. Dąbrowskiego 8/24, 87-100 Toruń

If the claims procedure has been completed without reaching a conclusion satisfactory for the passenger, he/she has the right to submit a complaint to the President of the Office of Rail Transport:

Urząd Transportu Kolejowego

Aleje Jerozolimskie 134

02-305 Warsaw

phone number: +48 801 044 080 or +48 22 460 40 80

email address: [email protected]

Complaints and claims which do not contain a full name and address of the claimant (§ 8 section 1 of the Resolution of the Council of Ministers of 8.01.2002 – Journal of Laws No 5 item 46) will not be processed. The relevant organ for settling out of court disputes related to services provided by Arriva RP is the Train Passenger's Ombudsman. More information about proceedings falling within the scope of responsibility of the Train Passenger's Ombudsman can be found online at www.pasazer.gov.pl.

Claims and complaints can also be submitted using the form below: