Where to submit a complaint

If you have any comments to make relating to the quality of the services which we provide or the level of service, please write to us.

Please be assured that we are grateful for all comments received and for active involvement in the improvement of service quality.

Deadlines for complaint submission are seven days from the date of the event, comments, complaints and proposals relating to the quality of services provided by PKP Intercity S.A. or regarding a given member of staff.

Complaints and comments can be submitted in written form:

• in person at our Customer Service Center (Centrum Obsługi Klienta) otwiera się w nowym oknie or any other ticket sales point authorized to sell PKP Intercity tickets (marked by the ‘PKP Intercity’ logotype)
• by post, directing correspondence to:
  PKP Intercity S.A.
  Biuro Obsługi Klienta
  Aleje Jerozolimskie 142 A 
  02-305 Warszawa
• via complaint form (Polish version)

Please include with your notification a copy / scan of the ticket or, if possible, a photograph of the irregularity observed.

Responses to complaints are provided no later than one month from the day on which the complaint or proposal was submitted or – where justified – the customer is informed of a deadline, sooner than three months from the complaint submission date, by which a response may be expected.

Letters not containing a name and surname (or other name) and address for the submitting person will not be investigated, but will be treated as valuable comments which passengers would like to share with us.