In the European Union, rail passenger rights are protected by Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations (recast). The objective of this regulation is to provide for effective protection of passengers and encourage rail travel in the European Union, including rights for passengers in the event of disruptions, and rights for passengers with disabilities and persons with reduced mobility.
European Union rail passenger rights are easily found in the portal Your Europe
In Latvia, in addition to Regulation (EU) 2021/782 rail passenger rights are also regulated by the Railway law (Dzelzceļa likums), Railway services law (Dzelzceļa pārvadājumu likums), Public transport service provision and use procedure (Sabiedriskā transporta pakalpojumu sniegšanas un izmantošanas kārtība) and other regulatory acts.
National enforcement bodies for rail passenger rights in Latvia
In the Republic of Latvia, national enforcement bodies for European Union rail passenger rights are set out in Article 33.3 of the Railway law (Dzelzceļa likums). These are:
- for domestic rail services* — Autotransporta direkcija
- for international rail services* — State Railway Administration (Valsts dzelzceļa administrācija)
Domestic passenger rail services in Latvia are currently provided by operators AS “Pasažieru vilciens” under the brand name “Vivi” and SIA “Gulbenes - Alūksnes bānītis”.
NB! Train services Rīga-Valga-Rīga are considered international passenger rail services – even if You use these for domestic trips.
*for Regulation (EU) 2021/782 Article 23(1)(g) (“in the absence of trained accompanying staff on board a train and at a station, station managers or railway undertakings shall make all reasonable efforts to enable persons with disabilities or persons with reduced mobility to have access to travel by rail”) and Article 27 (“Personal security of passengers”) the responsible national enforcement body is State Railway Technical Inspectorate (“Valsts dzelzceļa tehniskā inspekcija”).
Exemptions from Regulation (EU) 2021/782 passenger rights for rail services in Latvia
In accordance with Regulation (EU) 2021/782, the Republic of Latvia has decided for certain exemptions from the application of said regulation in domestic and international rail services.
Current exemptions for domestic rail services in Latvia:
- Historical rail services on the Gulbene – Alūksne narrow gauge railway are exempt from Regulation (EU) 2021/782, except for Articles 13 and 14.
- In principle – for persons with disabilities and persons with reduced mobility – a 36-hour prior notification period for requiring assistance on a journey may still be applied until 30 June 2026. In practice, the standard 24-hour notification period has been introduced. Some journeys do not require any prior notification as level boarding is provided.
When you buy your ticket, the railway company or ticket vendor must give you clear information on:
- general conditions applicable to your journey
- journeys including one or more connections, if the ticket (or tickets) you bought is a through-ticket
- time schedules and conditions for all available fares, in particular the lowest fares, as well as time schedules and conditions for the fastest trip
- any disruptions or delays (planned and real time updates)
- accessibility, access conditions and availability on board of facilities for people with disabilities or reduced mobility
- services available on board (including Wi-Fi and toilets)
- available capacity for bicycles, and rules for travelling with a bicycle
- procedures for reclaiming lost luggage
- complaint procedures
- your passenger rights under EU rules and what to do if your train is cancelled or delayed
During your trip, the train operator must give information about on-board services (including Wi-Fi), the next station, disruptions and delays, security and safety issues and main connecting services. If your train is delayed or cancelled, the operator must give you information on the situation in real time and provide information on your rights and obligations.
Rights for passengers with disabilities or reduced mobility
If you have a disability or reduced mobility, you have the right to travel by train like anybody else. When you buy your ticket, the vendor must give you information about your journey in a format that is accessible to you as well as information on the specific facilities available to you on board the train.
You cannot be refused transport because of your disability or reduced mobility unless this is necessary to comply with the non-discriminatory safety rules of the rail company or the station manager.
When you travel by train, you have the right to assistance, free of charge.
Assistance covers help:
- getting on and off the train / transferring to a connecting train service (for which you have a ticket)
- on board (including accessing on-board services) and at the station before and after your journey.
To ensure you get the best assistance, you need to contact the railway company, station manager, ticket seller or tour operator at least 24 hours before your trip and explain what assistance you require.
More information is available in the portal Your Europe.
Additional rights in Latvia in the case of delay or cancellation
In Latvia, certain additional public transport passenger rights are provided in accordance with national regulations (available only in Latvian).
The following information concerning cases of delay or cancellation apply to domestic trips by rail, intercity buses and regional buses.
You have the right to refuse travel by returning the ticket and baggage ticket until the end of the ticket validity period at the ticket sales point, as well as to receive a full refund of the ticket price (and of the fee for advance sale of tickets, if applied) if:
- the departure is delayed by more than 15 minutes compared to the scheduled departure time
- the service is not provided due to the fault of the operator
- the passenger is denied the opportunity to occupy the seat indicated on the ticket or an equivalent seat indicated by the crew
- a vehicle with higher service quality, for which extra price has been paid, is replaced with a vehicle with lower service quality
You have the right to receive a compensation for your direct losses, if the departure or arrival time does not comply with the schedule or if the service is cancelled. This duty does not apply to situations, which have occurred independently from the fault of the operator.
Complaint handling
If you think your European Union rail passenger rights have not been respected, you should first send your complaint (within 3 months of the incident) to the railway company, who must reply within 1 month with a reasoned reply. In duly justified cases, the railway company may reply within 3 months.
If you don't receive a reply from the railway company, you can complain to the relevant national authority within 3 months of the rejection of your complaint by the railway company. Autotransporta direkcija is the relevant national authority in the case of domestic rail services in Latvia.
Additionally, anyone can directly submit a complaint to Autotransporta direkcija for suspected Regulation (EU) 2021/782 infringement.
Autotransporta direkcija will notify you that your complaint has been received within one working day for electronic documents and within two weeks for paper documents. The complaint-handling procedure should take a maximum of 3 months, but it may take up to six months for complex cases. In this case you will be informed for the reasons for term extension and the expected time needed for concluding the procedure. Only cases related to court proceedings may be extended longer than six months.
Autotransporta direkcija will provide you with a non-binding legal opinion on how to proceed with your claim.
You can also try to resolve your dispute using out-of-court procedures or an alternative dispute resolution entity. Alternative dispute resolution (ADR) is only available to EU residents. Patērētāju tiesību aizsardzības centrs (PTAC) is the responsible ADR authority in Latvia.
You may wish to resort to formal legal action and submit a claim for compensation under EU rules using the European Small Claims procedure. You may also bring the matter before the courts in the country where the rail operator is registered. The time limits for bringing an action against a railway operator in a national court are defined in accordance with national rules on the limitation of actions in each EU country.
You can also consult your local European Consumer Centre for help and advice on problems related to rail passenger rights.
How to Submit a Complaint to the Latvian Authority
If your passenger rights under Regulation (EU) No 2021/782 have been violated and the issue cannot be resolved with the carrier, you may submit a complaint to the Road Transport Administration of Latvia (Autotransporta direkcija), the national enforcement body.
Submission Methods
Complaints can be submitted in Latvian or English using one of the following methods:
- In Person: Vaļņu iela 30 (3rd floor), Rīga, LV-1050, on weekdays from 08:30 to 16:30.
- By Post: Autotransporta direkcija, Vaļņu iela 30, Rīga, LV-1050, Latvia.
- By E-mail: Send a digitally signed complaint to info@atd.lv (a qualified secure electronic signature compliant with Latvian or EU standards is recommended, but not mandatory for complaints in English).
- Online Form: Complete the form on our website (Application Road Transport Administration_EN) and submit it via e-mail or post.
Required Information
Please include the following in your complaint:
- Full name, surname, and contact details (e-mail or postal address)
- Date and route of the service
- Ticket information (if available)
- Detailed description of the issue
- Any correspondence or response from the carrier
Additional Information for Non-Residents
Non-residents may submit complaints in English as outlined above. A qualified secure electronic signature with a timestamp is recommended but not mandatory.
Inquiries and Assistance
- E-mail: info@atd.lv
- Phone: +371 67280485 (Note: Assistance in English may not be available by phone)
Additional Notes
- The Road Transport Administration will review your complaint and respond in due course.
- Complaints regarding passenger rights violations can be submitted via the online form on our website (Application Road Transport Administration_EN).
Additional information:
- “Vivi” website section “Information for passengers”
- European rail passenger rights in the portal Your Europe
- Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations (recast)
- Dzelzceļa pārvadājumu likums (in Latvian)
- Sabiedriskā transporta pakalpojumu sniegšanas un izmantošanas kārtība (in Latvian)
