Georgia approves new statutory rights for rail passengers, including delay compensation and accessibility standards

The Minister of Economy and Sustainable Development of Georgia has signed an executive order approving the new Rules for the Protection of Railway Passengers’ Rights, according to a statement released by the Ministry.

The ministry stated that the new regulations will establish a unified, efficient, and transparent framework for safeguarding rail passenger rights across the country, while raising service quality and operational reliability.

The Railway Transport Agency, a legal entity under public law, will carry out enforcement and oversight. The agency will advise passengers, review formal complaints, and monitor compliance. The rules apply to all domestic and international rail passenger services operated by railway undertakings registered in Georgia.

Under the new regulations, operators are bound by strict information obligations, requiring them to inform passengers before and during journeys about terms of carriage, fares, timetables, disruptions, delays, and complaint procedures. When arrival at a destination is delayed by 60 minutes or more, passengers have the right to choose between a full ticket refund or re-routing under comparable transport conditions at no extra charge.

Furthermore, where delays are attributable to the operator, passengers are entitled to claim compensation amounting to 25% of the ticket price for delays between 60 and 120 minutes, and 50% for delays exceeding 120 minutes, subject to exceptions for extraordinary circumstances. For delays exceeding 60 minutes, operators must also provide complimentary food and refreshments, as well as temporary accommodation and transfer arrangements where necessary.

The comprehensive framework also governs liability for lost, damaged, or delayed luggage, alongside compensation for personal injury or death resulting from railway incidents. Dedicated accessibility protections ensure that passengers with disabilities or reduced mobility receive inclusive booking terms at no extra charge, complimentary station and onboard assistance when requested 24 hours in advance, full compensation for damaged mobility equipment, and support from mandatory trained staff.

To maintain standards, operators must institute formal service quality management systems. Passengers can complain to the operator within three months of an incident. All complaints must be handled within one month. Unresolved disputes can be escalated to the Railway Transport Agency, while complaints directly concerning rail accidents may be submitted to the agency immediately. The Railway Transport Agency holds full authority to issue compliance orders, deliver recommendations, or impose administrative penalties under Georgian law.