Article 64 — Rail Passengers' Rights Regulation (recast)

The carriers may conclude agreements which derogate from Articles 61 and 62.

ANNEX II

MINIMUM INFORMATION TO BE PROVIDED BY RAILWAY UNDERTAKINGS AND TICKET VENDORS

Part I: Pre-journey information

General conditions applicable to the contract

Time schedules and conditions for the fastest trip

Time schedules and conditions for all available fares, highlighting the lowest fares

Accessibility, access conditions and availability on board of facilities for persons with disabilities and persons with reduced mobility in accordance with Directive (EU) 2019/882 and Regulations (EU) No 454/2011 and (EU) No 1300/2014

Availability of capacity and access conditions for bicycles

Availability of seats in first and second class as well as couchette cars and sleeping carriages

Disruptions and delays (planned and in real time)

Availability of on-board facilities, including Wi-Fi and toilets, and of on-board services, including the assistance passengers are provided with by staff

Information prior to purchase on whether the ticket or the tickets constitute a through-ticket

Procedures for reclaiming lost luggage

Procedures for the submission of complaints

Part II: Information during the journey

On-board services and facilities, including Wi-Fi

Next station

Disruptions and delays (planned and in real time)

Main connecting services

Security and safety issues

Part III: Operations regarding reservation systems

Requests for availability of rail transport services, including applicable tariffs

Requests for reservation of rail transport services

Requests for partial or full cancellation of a reservation

ANNEX III

MINIMUM SERVICE QUALITY STANDARDS

Information and tickets

Punctuality of services, and general principles to cope with disruptions to services

Delays

(i)

overall average delay of services as a percentage per category of service (long-distance, regional and urban/suburban);

(ii)

percentage of delays caused by circumstances referred to in Article 19(10);

(iii)

percentage of services delayed at departure;

(iv)

percentage of services delayed at arrival:

—

percentage of delays of less than 60 minutes;

—

percentage of delays of 60-119 minutes;

—

percentage of delays of 120 minutes or more;

Cancellations of services

(i)

cancellation of services as a percentage per category of service (international, domestic long-distance, regional and urban/suburban);

(ii)

cancellation of services as a percentage per category of service (international, domestic long-distance, regional and urban/suburban) caused by circumstances referred to in Article 19(10).

Cleanliness of rolling stock and station facilities (air quality and temperature control in carriages, hygiene of sanitary facilities, etc.)

Customer satisfaction survey

Complaint handling, refunds and compensation for non-compliance with service quality standards

Assistance provided to persons with disabilities and persons with reduced mobility, and discussions concerning this assistance with representative organisations and, where relevant, representatives of persons with disabilities and persons with reduced mobility

ANNEX IV

CORRELATION TABLE

Regulation (EC) No 1371/2007

This Regulation

Article 1

Article 1(a)

Article 1(b)

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Article 1(c)

Article 1(d)

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Article 1(e)