Basic information on handling claims, complaints and requests

What forms a basis for filing a complaint? Where to submit it? Learn everything you need to make a complaint about international rail traffic services.

Complaint

What is the basis for a complaint?

An entitled person may submit a complaint to PKP Intercity:

1. for reason of a failure to perform or the improper performance of the contract of carriage;
2. concerning the drafted order for payment;
3. if they do not accept the request for payment and can prove that they were in possession of a valid document of carriage on the day of the journey or a valid document confirming their right to free or reduced-price travel.

How to make a complaint and what it should contain

A complaint shall contain the following:

1. name and the address of a carrier;
2. name and address of residence (registered office) of the complainant;
3. justification of the claim;
4. the amount of the claim separately for each transport document;
5. address for payment of the recognised claim or bank account number (for international transfers, the full name and address of the bank must be provided, as well as the international bank account number in IBAN format together with the SWIFT/BIC number); in order to facilitate and speed up the transfer of the claim resulting from a successful case, we encourage you to provide the name of the bank and the bank account number in the claim;
6. the signature of the authorised person making the complaint in writing;
7. signature of a person entitled to file the complaint.

In addition, a complaint concerning a request for payment should also include the series and number of this demand (in the case of a complaint concerning more than one request, the number and series of each demand issued should be indicated).

A complaint shall be accompanied, as appropriate to the subject matter of the claim, by copies of documents of the conclusion of the contract of carriage, in the case of online tickets the number of the document of carriage should be indicated, and may also be accompanied by copies of other documents related to the type and amount of the claim, including those certifying entitlement to free or reduced fares.

Copies of documents confirming entitlement to free or reduced-price travel attached to the complaint must be certified true copy. This confirmation may be made by a person serving travellers at any customer service point, a notary or the issuer of the document.

If it is necessary for the proper consideration of the complaint, the carrier may, not later than 14 days after the day on which the complaint was received, request the person entitled or the passenger, within a set period of time which may not be less than 14 days from receipt of the request, to forward the originals or certified copies of documents concerning the conclusion of the contract of carriage or other documents relating to the type and amount of the claim, including those giving evidence of entitlement to free travel or reduced fares. The request includes an instruction that failure to provide the documents within the prescribed time limit will result in leaving the complaint unprocessed.

In the case of a claim for cancellation of tariffs indicated in the request for payment and the additional fee resulting from the Regulation of the Ministry of Transport of 20 January 2005, in the case of documenting by the Traveller within 7 days from the date of travel, the right to free or reduced fare or possession of a valid transport document for the given journey, it is necessary to attach a proof of payment of a handling fee, to the account indicated in the request for payment.

Time limits for lodging complaints

Complaints about:

1. request for payments - may be made within 3 months of the date of receipt of the payment request;
2. failure to perform or the improper performance of the contract of carriage - may be submitted no later than one year from the date of the journey.

Applications for reimbursement of unused transport documents

What are the grounds for requesting a refund for an unused ticket?

An entitled person may submit a request to PKP Intercity concerning:

1. total or partial non-use of the transport document(s);
2. in case when during the ticket control on the train they did not present a valid document confirming the right to a free/reduced fare or a valid transport document, but stated that they had a right to a free/reduced fare or a document valid for this journey.

How may I apply for a refund for an unused ticket and what should it include?

The application should include:

1. name and the address of a carrier;
2. full name (name) and residential address (registered office) of the applicant;
3. justification of the request;
4. address for payment of the credited claim or bank account number (for international transfers, it is necessary to provide the full name and address of the bank, the international bank account number in IBAN format together with the SWIFT/BIC number); to facilitate and speed up the transfer of the claim resulting from the successful outcome of the case, we encourage you to provide the name of the bank and the bank account number in the request; provided that the refund of the fee for a ticket purchased via e-IC, SkyCash/IC Mobile Navigator, Bilkom2 is made automatically, to the account from which the payment was made. If your bank account changes between the time you make your payment and the time you submit your request, please indicate the number of the new bank account to which your refund will be made;
5. signature of a person entitled to submit the application.

Original copies of transport documents, confirming the conclusion of a contract of carriage and originals or copies of other documents justifying the application (e.g. confirmation of cancellation) should be attached to the application. This confirmation may be made by a person serving travellers at any customer service point, a notary or the issuer of the document.

Deadlines for the submission of refund applications

1. no later than one year after the date of travel on national transport, for a refund for the total or partial non-use of the transport document(s);
2. within one month of the expiry of the validity of the ticket, a request for reimbursement of the price of the international transport ticket;
3. not later than within 7 days from the date of the journey an application for reimbursement of the fare in case when during the ticket control on the train they failed to present a valid document confirming the right to a free/reduced fare or a valid transport document, but they stated that they has the right to a free/reduced fare or a document valid for this journey.

NOTE! The basis for the reimbursement is the RESIGNATION from the ticket in the same system in which it was purchased, and in the case of failure to meet the deadline within which an independent cancellation is possible, i.e. in case of failure to meet the deadline for individual cancellation, i.e. after 5 minutes prior to departure from the boarding station for tickets purchased with e-IC, SkyCash/IC Mobile Navigator and after 15 minutes prior to departure from the departure station for tickets purchased with Bilkom, it is necessary to obtain an appropriate CERTIFICATE of cancellation from the ticket office or Customer Service Centre (in due time, according to the principles specified in the Rules of Service).

Conditions for refunds are set out in the Terms and Conditions (Polish version). Check how to cancel your ticket in the system eIC (eIC tickets ...) and BILKOM (Polish version) (UB ... or WB ... tickets).

If the application fails to meet the conditions referred to above, the carrier shall request the missing documentation within 14 days of receiving the application. Failure to complete the documentation before the set deadline will result in leaving the application unprocessed.

Complaints and other notifications

Complaints, other notifications regarding the quality of services provided by PKP Intercity and observance of the rights and obligations of passengers resulting from Regulation No. 1371/2007 or directed to a given employee, not related to financial claims may be submitted on the principles specified below.

In order to properly address a complaint or other report, it is recommended that they be made immediately after the event.

PKP Intercity does not answer if a complaint or other application does not contain the name of the complainant and their full correspondence address or if it contains expressions commonly regarded as vulgar or offensive.

Complaints, requests for refunds for unused tickets, complaints and other notifications can be made in writing:

1. in person at any PKP Intercity customer service point;
2. 2. by post, through a postal operator within the meaning of the Act of 23 November 2012 - Postal Law (i.e. Dz. U. of 2020, item 695) to the following address:

   „PKP Intercity” S.A.
   „Reklamacje”
   Aleje Jerozolimskie 142 A
   02-305 Warszawa

   and via complaint form. (Polish version)

The date of filing a claim, a equest for reimbursement of unused ticket, a complaint or any other notification shall be the date on which the carrier receives the complete set of documents.

Letters that do not include the name and address of the contributor will be treated as valuable comments that Travellers wish to share with us.

• Download the form (pdf, 59.28K)otwiera się w nowym oknie

What is the processing time for complaints, requests for refunds for unused tickets, complaints and other notifications?

The complaint shall be answered promptly, no later than within 30 days of receipt.

Requests for refunds for unused domestic transport tickets are processed in the order of their receipt by PKP Intercity, without undue delay.

Replies to complaints and requests for refunds for unused tickets for journeys in international transport are issued by PKP Intercity S.A. not later than within one month from the date of complaint/request, or - in justified cases - it informs the customer about the deadline, not longer than three months from the date of complaint submission, within which a reply can be expected.

A response to complaints, other notifications is given by PKP Intercity to the complainant along with the justification no later than within a month from the date of submission. It shall, in justified cases, inform the complainant of the time limit within which it will receive a reply, which shall be no less than 3 months from the date of the complaint or other notification. A reply to a complaint or other report shall be sent by the same means by which it was received, unless the complainant indicates another means and the address to which it should be sent.

Based on:

1. Regulation EC No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers' rights and obligations
2. Regulation of the Minister of Transport and Construction of 24 February 2006 on the determination of the condition of consignments and the complaint procedure (Journal of Laws 2006 No. 38, item 266 as amended)
3. REGULATIONS OF CARRIAGE OF PASSENGERS, THINGS AND ANIMALS BY PKP Intercity (RPO-IC)
4. General Conditions for Carriage of Passengers by Rail (GCC-CIV/PRR)