The rights and obligations of passengers, as well as the competent institutions of Member States in this area are determined in the European Union according to Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations).

Information on the rights and obligations of passengers stipulated by the Regulation (EU) 2021/782 is available in the summary of this Regulation.

In Latvia, the rights and obligations of rail passengers in addition to the Regulation (EU) 2021/782 are determined by the Railway Law, the Carriage by Rail Law, the Cabinet Regulation No. 599 “Procedures for Provision and Use of Public Transport Services” of 28 August 2012 and other laws.

Competent institutions in the area of rights of rail passengers in Latvia

In the Republic of Latvia, the competence of institutions in the area of protection of rights of rail passengers in accordance with the requirements of the EU Regulation No. 2021/782 is stipulated in Section 33³ of the Railway Law. According to this Section of the Law:

1. the responsible authority for domestic carriage of rail passengers is PLLC “Road Transport Administration”,

2. the responsible authority for international carriage of rail passengers is the State Railway Administration.

Handling of applications and complaints

A passenger shall file a complaint in accordance with Article 33, Paragraph 1 of the Regulation (EU) No. 2021/782 as follows:

• Initially, the passenger files a complaint to JSC “Pasažieru vilciens” as the carrier, which provides a reasoned reply within one month from receipt of the complaint or in accordingly substantiated instances informs the passenger that the reply will be provided not later than three months from receipt of the complaint. 

The procedure for acceptance of applications and complaints of passengers by JSC “Pasažieru vilciens” is described here.

• Subsequently, the passenger may address PLLC “Road Transport Administration”:

1. if JSC “Pasažieru vilciens” has failed to provide a reply to the passenger within one month or, notifying the passenger of extension of the period for provision of reply, within three months;

2. if JSC “Pasažieru vilciens” has rejected the passenger’s complaint, the passenger is entitled to file a complaint within three months from the date of receiving information on rejection of the initial complaint;

3. any passenger may file a claim regarding alleged violation of the Regulation (EU) No. 2021/782 by JSC “Pasažieru vilciens” in accordance with Article 33, Paragraph 2 of the Regulation (EU) No. 2021/782.

The procedure of acceptance of applications and complaints of passengers by PLLC “Road Transport Administration” is stipulated here.

In addition, passengers have the right to file a complaint also by using the “alternative dispute resolution” mechanism (ADR), granted under Article 33 of the EU Regulation 2021/782. In Latvia, adopting the Directive 2013/11/EU of the European Parliament and of the Council, it is determined that the competent ADR institution is the Consumer Rights Protection Centre (hereinafter – CRPC).

Acceptance of complaints of passengers by CRPC is stipulated here; CRPC e-mail address for communication: ptac@ptac.gov.lv

More information about rights of passengers and filing of complaints is available on the website of PLLC “Road Transport Administration”, in the section “Rights of rail passengers”.