Pasažieru iesniegumu pieņemšana

  My train is delayed or cancelled – what are my rights?

Ticket refund

You may choose not to travel and receive a full refund of the ticket price if:

• the train is delayed by more than 15 minutes;
• the train service is cancelled.

What should I do?
Please visit any nearby ticket office to receive a full refund of the ticket price.

Alternative transport and reimbursement of expenses

If the train is delayed by more than 30 minutes or the service is cancelled, you may:

• use another Vivi train service;
• use alternative transport provided by Vivi, if arranged;
• use another suitable means of transport and request reimbursement of the expenses incurred if alternative transport is not provided.

What should I do?
To request reimbursement of the expenses incurred, please submit a signed application for reimbursement of losses due to a delayed or cancelled train service.

  Compensation for delayed arrival at your destination

If you continued your journey and arrived at your destination later than planned, you may be entitled to compensation:

• delay of 60–119 minutes – 25% of the ticket price;
• delay of 120 minutes or more – 50% of the ticket price.

The minimum amount of compensation payable is EUR 3.

Compensation is not paid if the delay was caused by circumstances beyond Vivi's control (extraordinary circumstances unrelated to Vivi's operations, including damage to railway infrastructure, circumstances attributable to the passenger, or the actions of a third party).

What should I do?
To request compensation, please submit a signed application.

  Submitting an application

You can contact us:

• by sending an email to vilciens@info.vivi.lv;
• by completing the electronic "Write to us" form in the "Contacts" section of the website;
• by calling the toll-free number 8760 (24/7) – customers can provide information by phone, but we encourage applications to be submitted electronically;
• in person at the Customer Service Centre at Stacijas laukums 2, Riga (Riga Central Station);
• by post to: Pērses iela 8, Riga, LV-1011.

  Application forms

Download and complete the relevant form:

• Application for reimbursement of losses due to a delayed or cancelled train service
• Application for a refund of an electronically purchased ticket
• Compensation claim form in accordance with the Regulation 

We want to review every application we receive and provide a response, so please include your contact details. Without them, we will not be able to provide a response.