المملكة: Empowering people with disabilities and compensating passengers… 8 rights for railway transport users
The rights include assisting and enabling people with disabilities or limited mobility to use the train, the right to information, preservation of luggage, cases of passenger refusal or downgrading, cases of means of transportation, stations and service facilities, and the possibility of re-planning the trip in the event of a defect affecting its regularity. The carrier’s responsibility towards passengers and their luggage.
She stressed the necessity of providing a specific point at the entrances to stations. To enable persons with disabilities or persons with limited mobility to announce their arrival and request assistance, while providing the necessary equipment and means of communication and choosing the most appropriate places for that point in terms of ease of access.
It required the carrier to clearly provide passengers with the necessary information during the trip according to basic travel information, such as the opening and closing times of stations, and the necessary instructions clearly for passengers while they are in stations or trains through various means, and to clearly announce its policies and procedures in Arabic and English through various means. Available, in addition to being highlighted in sales offices, stations, the website and the electronic application.
The authority stressed on the carrier the need to notify passengers within an hour – as a maximum – of any change occurring in the provision of the service and its timings from the occurrence of that change, while at the same time prohibiting the provision of misleading information about the prices of services.
The rights stipulate that luggage can be brought if the train is equipped to ship luggage, and the registered transport is carried out only according to a voucher issued to the passenger, provided that it includes the number of pieces of luggage and their nature – if not included with the ticket – and the name of the carrier, the name of the passenger, and the place of arrival.
The authority allowed him to bring his bicycle. In accordance with the conditions and policies set by the carrier, provided that the design of the train allows this and that the bicycle is easy to carry and store, or bring animals that do not pose a danger or affect the service, means of transportation and transportation facilities, in accordance with the conditions applicable to the carrier.
The passenger is permitted to bring strollers carrying children and light transportation equipment that does not pose a danger or affect the service, means of transportation, or transportation facilities, in accordance with the conditions applicable to the carrier.
The Authority explained that the carrier does not have the right to refrain without justification from transporting any passenger who has a confirmed reservation. Unless the passenger violates the carrier’s conditions or the provisions stipulated in this mechanism.
How to deal with refraining from transporting a passenger
It stated that if the carrier refuses to transport the passenger despite meeting all the necessary conditions for that, the carrier is obligated to return the price of the ticket and pay him additional compensation equivalent to 100% of its value for the unused itinerary, while the carrier is exempted from any compensation in the event that the refusal to board was By competent security authorities or relevant government agencies.
The Authority stated that downgrading the class on the same flight does not constitute a refusal by the carrier to transport the passenger, when a seat is not available in the same class shown in the reservation, and that if an alternative seat in a lower class is available on the same flight, the carrier must inform the passenger of this, and the passenger has the right to choose from one of the forms of compensation. .
She stated that the forms of compensation include: If the passenger accepts a downgrade, the carrier is obligated to compensate the passenger for the price difference between the basic travel class and the class in which the travel was carried according to the lowest price in the class that was downgraded, in addition to compensation equivalent to 50% of the value of the purchased ticket.
She added: If the passenger does not accept the downgrade and refuses to be transported, then the passenger is entitled to a refund of the full value of the purchased ticket, in addition to compensation equivalent to 50%. From the value of the purchased ticket.
The Authority obligated the carrier to ensure that the service is provided in accordance with the highest standards of quality, safety, comfort, and security, by identifying prohibited luggage and announcing it to passengers, ensuring the presence of first aid kits on board the train and stations, and that employees behave in a polite manner with passengers, and observe all applicable rules and regulations. related to the operation of the service, ensuring that flight schedules are compatible with the operating times of the stations, ensuring that the station is ready to receive passengers at least an hour before the time of any trip, and ensuring the efficiency, cleanliness and quality of the train cars.
The Authority prohibited the carrier from canceling or delaying a flight unless security and safety reasons required it. It also required him to pay the compensation due and the procedures for claiming it for delay or cancellation when due. If the carrier informs the passenger of the cancellation of the flight more than 48 hours before its scheduled time, he has the right to Passengers can get a full refund for the unused route.
She explained that if the carrier informs the passenger of the flight cancellation within 48 hours to 24 hours before the scheduled flight time, the passenger has the right to recover the full ticket value for the unused itinerary, with an additional compensation equivalent to 50% of the ticket value for the canceled flight.
He pointed out that if the carrier informs the passenger of the cancellation of the flight less than 24 hours before its scheduled time, then the passenger has the right to recover the full value of the ticket for the unused itinerary with an additional compensation equivalent to 100% of the ticket value for the canceled flight.
Flight delay and passenger compensation
The mechanism stipulates that if the flight is delayed for more than two hours and the passenger chooses to complete the flight, the passenger will be compensated through a number of mechanisms, including: If the duration of the delay is from two to three hours, the passenger is entitled to compensation of 50% of the ticket value for the delayed route, and if the duration of the delay is From three hours to four hours, the passenger is then entitled to compensation of 75% of the ticket value for the delayed route.
It indicated that if the delay period is more than 4 hours, the passenger is entitled to a refund of the ticket value along with compensation of 100% of the ticket value, and the passenger is entitled to 50% compensation and a refund of the ticket value if he does not complete the trip.
The regulations confirm that the passenger is not entitled to any compensation if he is informed of a flight delay before purchasing the ticket, or when the flight is redirected for less than 60 minutes. In the event of a delay in arrival or departure for more than 60 minutes, passengers receive free snacks, regular meals, or refreshments.
Dealing with accidents
The Authority holds the carrier responsible for any losses, damages, or accidents that may arise as a result of transportation or operation of railways. It is exempted from liability if the loss or damage resulted from force majeure, an unlawful act, error, or negligence on the part of the passenger, and the person responsible was a third party not He has a contractual relationship in any way with the carrier, or the manager of the railway infrastructure, and in this case the carrier must support the passengers in their claims for compensation against any third parties whom the passenger claims are responsible for that claim.
The Authority confirmed that in the event of the death of the passenger, and the carrier’s liability is proven, compensation for damages must include any costs arising from the death, including transportation of the body and funeral expenses, in addition to the compensation legally prescribed for the heirs in accordance with the regulations and provisions in force in the Kingdom.
The regulations stipulate that luggage is considered lost if it is not delivered to the passenger within 14 days from the date of claiming it, and without prejudice to any other compensation due in accordance with what is stated in this mechanism, the compensation limit is for damage to luggage registered with the carrier.
She explained that in the event of partial damage that is repairable, for example: damage to the wheels, handle, or zipper, or partial damage to the surface of the luggage, compensation will be made in the amount of 1,000 riyals, and in the case of total, irreparable damage, such as a break in the structure or severe damage, compensation will be in the amount of 2,500. SAR.
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