Arabic
Issued by Transport General Authority Decision 137/46/1
Chapter One
Definitions
The following phrases and terms—wherever they appear in the detailed mechanism—have the meaning assigned to each of them, unless the context requires otherwise:
Kingdom:
The Kingdom of Saudi Arabia.
Law:
The Railway Law.
Regulation:
The executive regulation of the law.
Authority:
The Transport General Authority.
Carrier:
An establishment legally licensed by the authority to provide a service for the carriage of passengers and their baggage on railways, in accordance with the contract of carriage made with the passenger.
Infrastructure:
An establishment or entity responsible for possessing, operating, and maintaining the infrastructure and licensed by the authority.
Passenger (user):
Any natural person who benefits from the service of a carrier operating journeys subject to the scope of application of this mechanism. It includes third parties who use transport facilities or means of transport who are not the employees of the carrier as well as the infrastructure manager.
Means of transport:
A licensed means of providing passenger transport service on railways between cities or within cities.
Persons with disabilities:
Every person who has a long-term disorder or impairment in physical, mental, intellectual, sensory, or psychological functions that prevents him from participating fully and effectively in society on an equal basis with others.
Persons with reduced mobility:
Every person other than a person with a disability who has an injury or condition that prevents him from walking without the assistance of other ordinary persons or mobility equipment.
Braille:
A writing system based on raised dots used by blind or visually impaired persons to facilitate reading and writing.
Infrastructure manager:
A legal person licensed to manage the infrastructure and provide related services, whether it owns it or not.
Ticket:
Any printed or electronic document or card issued by a carrier that constitutes a contract of carriage and proves the entitlement of its holder to the railway transport service.
Complaint:
Any complaints related to railways submitted to the authority, including complaints from operators or users, whether to consider them in its capacity as the regulatory and supervisory authority for the sector or to submit them to the committee for considering violations in accordance with article 46 of the law.
Committee:
The committee for considering violations of the law and regulation and complaints.
Force majeure:
Any exceptional event or circumstance beyond the control of a carrier that cannot be foreseen, anticipated, or avoided and cannot be overcome, which is subsequent to the contract of carriage and which makes the performance by the carrier of its obligation impossible.
Chapter Two
Rights of Users of Railways Between Cities
Article 1
Assisting and Enabling Persons with Disabilities or Reduced Mobility to Use a Train
1․ A carrier shall provide assistance to passengers with disabilities or reduced mobility, and shall train the appropriate employees to deal with various cases free of charge, and the following must be carried out:
(a) Disclosing the need for this assistance when booking the ticket.
(b) The person concerned must identify himself at the previously announced point to benefit from the service at least 60 minutes before the announced departure time, or at least 30 minutes before the time at which all passengers are required to check in if there is no announced journey time.
2․ A carrier shall make every possible effort to provide assistance upon the arrival of passengers with disabilities at the station, in the event of failure to disclose as provided in paragraph 1(a) of this article, whether to board the train, or to disembark from it and leave the station, in a manner consistent with the available capabilities of the carrier.
3․ A carrier shall provide a booking system to assist passengers and to facilitate the booking of transport services required by persons with disabilities and reduced mobility.
4․ A carrier shall provide appropriate means to enable passengers with disabilities and reduced mobility to declare their need for assistance and any other needs related to their boarding, when they book or purchase a ticket in advance. In this case, the carrier shall make the necessary arrangements and provide assistance services, including assistance in carrying baggage, through the presence of trained employees throughout the journey.
5. A specific point must be provided at the entrances to the stations to enable persons with disabilities or persons with reduced mobility to announce their arrival and request assistance, with the provision of the necessary equipment and means of communication and the selection of the most appropriate places for that point in terms of ease of access.
6. All information relating to the preparation of stations to meet the requirements of persons with disabilities and reduced mobility in regard to accessibility must be made available, through their display or publication on the internet, smart applications, or in any other formats that are easily accessible to the persons concerned with the service, for example, but not limited to: Large print, simple language, Braille, electronic communication means that can be accessed using adaptive technology, or audio tapes. When making changes to the conditions of access to services and facilities at stations, such information must be published immediately, so that passengers who request assistance are aware of any potential restrictions on use.
7․ A carrier shall provide all the appropriate requirements and tools to ensure easy and safe transportation for persons with disabilities or reduced mobility. If a person is denied transport despite meeting all the conditions, the carrier shall refund the ticket price to him and his companion—if any—with additional compensation equivalent to 100% of the ticket value for the unused route.
8․ A carrier may refuse to provide assistance to persons with disabilities or reduced mobility if they violate any safety requirements, if the design of the train or infrastructure does not take into account the requirements of persons with disabilities or reduced mobility, or if the passenger with disabilities or reduced mobility does not notify the carrier in advance when booking the ticket of the need for assistance.
9․ A carrier shall send a notice of the reasons for refusing to provide service to passengers with disabilities or reduced mobility, and shall document this in the records of the carrier in case the authority requests to access them.
10․ A carrier shall provide assistance free of charge to persons with disabilities on designated trains and stations, and the carrier shall assist persons with disabilities or reduced mobility and provide any equipment required to transport them from the designated area for requesting assistance to boarding the means.
11. A carrier shall ensure that its employees who are responsible for serving passengers with disabilities and reduced mobility receive adequate and appropriate training on how to deal with their different needs, so that it covers—at a minimum—the points mentioned in annex 2 (Training for Dealing with Persons with Disabilities or Reduced Mobility).
12. All information related to trains, stations, and facilities equipped to receive persons with disabilities and reduced mobility must be published via the internet, smart applications, and any other available means.
13. Compensation due to passengers with disabilities or reduced mobility for loss or damage to their mobility equipment caused by the carrier must be in the amount of the cost of replacing or repairing such equipment, provided that a temporary replacement is immediately provided to the passenger.
Article 2
Right to Information
1․ A carrier shall provide passengers with the necessary information during the journey in a clear manner in accordance with annex 1 (Essential Travel Information), and where necessary, this information must be provided in accessible formats upon request.
2․ A carrier shall clearly announce the opening and closing times of the stations.
3. Providing the necessary instructions clearly to passengers while they are at stations or trains through various means, for example: Audio announcement systems, text messages, guidance signboards, and electronic screens.
4․ Displaying or announcing journey schedules, including departure and arrival times and boarding gate closing times.
5. A carrier shall publish its policies and procedures in Arabic and English through available means, in addition to displaying them in sales offices, stations, the website, and the electronic application, if any.
6․ A carrier shall notify passengers within one hour—at most—of any change in the provision of the service and its timings from the occurrence of that change.
7․ Ticket must be sold through approved points of sale, for example, ticket offices, ticket machines, smart applications, and the internet.
8․ A carrier shall make all prices of services provided available to passengers to choose from when using automated booking systems.
9․ A carrier shall comply with a pre-determined schedule for journeys that spans 30 days, in a manner that ensures suitable dates are available for passengers and facilitates the booking process.
10․ A carrier shall clarify the fees for any changes or modifications that a passenger desires when making or amending a booking.
11․ A carrier shall comply with the principle of transparency in its announcements of journey conditions.
12․ In the event of a journey cancellation or delay in its departure time, the carrier shall inform all passengers at the affected stations or trains immediately upon learning of the journey delay or cancellation, and the carrier shall update the journey status and provide instructions in the event of any additional delays every 30 minutes, and successive delay periods for the same journey must be treated as a continuous period.
13․ A carrier shall provide information related to cancellation or delay through approved electronic means if it becomes necessary to cancel or delay the journey 30 minutes before the scheduled departure time.
14. A carrier shall not provide misleading information about prices of services.
15. A carrier shall draft its own policies and procedures that are consistent with this mechanism and they must be approved by the authority in accordance with annex 3 (Policies Required to Be Submitted to the Transport General Authority).
16․ A carrier shall publish this mechanism, the service provision policies, and the policies related to the terms and conditions.
Article 3
Baggage
1․ Passengers may bring their baggage on board the train, in accordance with the service provision policy of the carrier.
2․ Passengers may check in their baggage—if the design of the train is prepared for the carriage of baggage—and everything that is transported and registered with the carriage of passengers in accordance with the transport requirements of the carrier in return for any possible fees that the carrier may impose is considered as baggage.
3․ Checked baggage must only be carried on the basis of a baggage ticket issued to a passenger, which must include the number and nature of the baggage—if not included as part of the ticket—name of carrier, name of passenger, and place of arrival.
4․ Checked baggage must be delivered to the holder of the baggage ticket, and if the ticket is not presented, the claimant must provide evidence of his entitlement to it. If the evidence is not considered sufficient, the carrier has the right to refuse to deliver the baggage without the approval of the competent security authorities.
5. Unclaimed baggage at the point of arrival must be deposited in a safe place for up to 30 days. If the baggage contains perishable items such as food, it must be kept for the period determined by the carrier, after which the carrier may dispose of it and document this in its records.
6․ A passenger may bring his bicycle in accordance with the conditions and policies set by the carrier, provided that the design of the train allows for this and that the bicycle is easy to carry and store.
7․ A passenger may bring animals that do not pose a danger or affect the service, means of transport, or transport facilities, in accordance with the applicable conditions of the carrier.
8. A passenger may bring baby carriages and light mobility equipment that do not pose a danger or affect the service, means of transport, and transport facilities, in accordance with the applicable conditions of the carrier.
Article 4
Passenger Transport Denial
1․ A carrier does not have the right to deny without justification to transport any passenger who has a confirmed booking, unless the passenger violates the conditions of the carrier or the provisions stipulated in this mechanism.
2․ If a carrier refuses to transport a passenger despite meeting all the necessary conditions, the carrier shall refund the ticket price and pay him additional compensation equal to 100% of its value for the unused route.
3․ A carrier is exempt from any compensation in the event that boarding is denied by the competent security authorities or the relevant government entities.
Article 5
Downgrading
1. Downgrading on the same journey does not constitute a refusal by the carrier to transport a passenger.
2․ If a seat in the same class as that indicated in the booking is not available, the carrier shall inform the passenger if an alternative seat in a lower class is available on the same journey, and the passenger has the right to choose from one of the following forms of compensation:
(a) If the passenger accepts a downgrade, the carrier shall compensate the passenger for the price difference between the original travel class and the class in which the passenger traveled, in accordance with the lowest price for the downgraded class, in addition to compensation equivalent to 50% of the value of the purchased ticket.
(b) If the passenger does not accept the downgrade and refuses to be transported, the passenger is entitled to a full refund of the purchased ticket, in addition to compensation equivalent to 50% of the purchased ticket value.
3. Upgrading the booking class does not constitute a refusal to transport the passenger, and the carrier is not obliged to compensate the passenger.
Article 6
Cases of Means of Transport, Stations, and Service Facilities
1․ A carrier shall ensure the following:
(a) Providing the service in accordance with the highest standards of quality, safety, comfort, and security.
(b) The carrier shall identify prohibited baggage and announce it to passengers.
(c) Ensuring that there is a set of first aid kits on board the train and at stations.
(e) That employees behave politely with passengers, and observe all applicable rules and regulations related to the operation of the service.
(f) Ensuring that journey schedules are consistent with station operating times, and that the station is ready to receive passengers at least one hour before any journey.
2․ A carrier shall ensure that trains, stations, platforms, service carriages, and other facilities operate efficiently and at a high standard, and in particular shall ensure that they are clean, safe, and available for use by passengers.
Article 7
Allowing a Journey to Be Rescheduled in the Event of a Defect Affecting Its Timing
1․ A carrier shall not cancel or delay a journey unless security and safety requirements call for this.
2․ A carrier shall notify passengers of the compensation due and the procedures for claiming it, in case of delay or cancellation when due.
3․ If a carrier informs the passenger of the journey cancellation more than 48 hours before its scheduled time, the passenger is entitled to a full refund of the ticket value for the unused route.
4․ If a carrier informs the passenger of the journey cancellation within 48 hours to before 24 hours of the scheduled journey time, the passenger is entitled to a full refund of the ticket value for the unused route, with additional compensation equal to 50% of the ticket value for the cancelled journey.
5. If a carrier informs the passenger of the journey cancellation less than 24 hours before its scheduled time, the passenger is entitled to a full refund of the ticket value for the unused route, with additional compensation equal to 100% of the ticket value for the cancelled journey.
6․ If a journey is delayed for more than two hours and the passenger chooses to complete the journey, the passenger must be compensated as follows:
(a) If the delay period is from two to three hours, the passenger is entitled to compensation of 50% of the ticket value for the delayed route.
(b) If the delay period is from three to four hours, the passenger is entitled to compensation of 75% of the ticket value for the delayed route.
(c) If the delay period exceeds four hours, the passenger is entitled to a refund of the ticket value, along with compensation of 100% of the ticket value.
7․ Without prejudice to the provisions of paragraph 6 of this article, the passenger is entitled to 50% compensation and a refund of the ticket value if he does not complete the journey.
8․ A passenger is not entitled to any compensation if he is informed of the journey delay before purchasing the ticket, or if the journey was rerouted for less than 60 minutes.
9․ In case of delay in arrival or departure of more than 60 minutes, passengers must receive snacks, proper meals, or refreshments free of charge.
Article 8
Liability of the Carrier Towards Passengers and Their Baggage
1․ If the provision of the service results in an accident that leads to the death or bodily injury of a passenger while he is using the service or upon entering or exiting the train, and the responsibility of the carrier, one of his representatives, or those subject to his supervision is proven in causing this, the passenger or his heirs—as the case may be—are entitled to obtain compensation for the damage he has suffered in accordance with the applicable laws and legislation, and the carrier shall in all cases take all necessary immediate steps to provide medical assistance to the injured passenger and bear the costs of his treatment, which are not included in calculating the value of the compensation due to him.
2․ A carrier is liable for any losses, damages, or accidents that may arise due to transport or operation of railways.
3․ A carrier is exempt from liability, whether in the event of the death or injury of a passenger, in the following cases:
(a) If the loss or damage is caused by an unlawful act, mistake, or negligence on the part of the passenger.
(b) If the loss or damage is caused by force majeure.
(c) If the cause of the accident is a third party who has no contractual relationship in any way with the carrier or the railway infrastructure manager, in which case the carrier shall support the passengers in their claims for compensation against any third parties that the passenger claims are liable for that claim.
4․ The burden of proving loss or damage resulting from causes exempting liability lies with the carrier.
5․ In the event of the death of a passenger and the liability of the carrier is proven, compensation for damages must include any costs arising from the death, including transportation of the body and funeral expenses, in addition to the compensation stipulated by law for the heirs in accordance with the laws and provisions in force in the Kingdom.
6. A carrier is liable for any loss or damage caused by it or any of its employees to the baggage of the passenger from the time it takes custody of it until it is delivered.
7․ In addition to the cases of exemption from liability mentioned in clause 3 of this article, the carrier is exempt from liability for loss or damage to baggage in the following cases:
(a) If the passenger acknowledges that he is not entitled to claim any compensation before it is transported.
(b) If the passenger does not disclose the special nature of the baggage and it can be damaged under normal conditions of carriage.
(c) If the damage or loss is caused by force majeure.
(d) In the event that materials are shipped that are not permitted to be transported in accordance with the policy of the carrier or relevant laws.
(e) If the passenger does not inform the carrier of the loss or damage of the baggage upon the arrival of the journey and before leaving the station.
8․ Baggage is considered lost if it is not delivered to the passenger within 14 days from the date of claim.
9․ Without prejudice to any compensation paid to the passenger in accordance with this mechanism, a carrier shall, upon finding lost baggage within one year from the date of the journey, immediately notify its owner if the carrier has his contact information available to it and invite him to receive it within 30 days of being notified of finding it.
10․ Without prejudice to any other compensation due in accordance with this mechanism, the compensation due to a passenger for the loss of baggage checked with the carrier must be 4,000 Riyals for each piece of registered baggage.
11․ Without prejudice to any other compensation due in accordance with this mechanism, the compensation cap for damage to baggage checked with the carrier must be as follows:
(a) In the event of partial repairable damage (for example: Damage to the wheels, handle, zipper, or partial damage to the exterior of the baggage), compensation must be in the amount of 1,000 Riyals.
(b) In the event of total irreparable damage (break in the body or severe damage), compensation must be in the amount of 2,500 Riyals.
12․ A passenger shall inform the carrier of the presence of any high-value items in the checked baggage through the declaration forms of the carrier. If the carrier accepts the declared baggage to be checked in, the compensation amount for loss or damage must be in accordance with the value declared in the declaration form for this baggage.
13․ In addition to any compensation amounts payable in the event of loss in accordance with this article, a carrier shall also pay any charges relating to the shipment of baggage incurred by the passenger.
14․ The compensation cap for every 24 hours of delay in the delivery of checked baggage (up to 14 days) must be 2 Riyals per kilogram or a maximum of 64 Riyals per day for each piece of baggage.
15․ If a carrier is late in loading or delivering a vehicle for more than 4 hours, he shall bear a compensation value equal to 100% of the vehicle transport fare.
16․ In the event of total loss of a vehicle due to a carrier, the compensation due to its owner must be equal to its actual market value at that time.
17. In the event of partial loss of the vehicle due to a carrier—repairable damage—the compensation due to its owner must be equal to the value of its repair.
18. In the event of a disagreement between the carrier and the vehicle owner over the value of the compensation due, an independent valuer accredited by the competent entities must be resorted to for determining the value of the repair and whether the loss is total or partial.
19․ Taking into account the provisions of clauses 17 and 18 of this article and without prejudice to the right of the injured person to claim any other compensation arising from the liability of the carrier causing the damage, the compensation due for any materials that may be inside a vehicle must be in accordance with a policy set by the carrier and approved by the authority.
20․ Taking into account the provisions of clauses 17 and 18 of this article, a carrier shall provide an alternative means of transport similar to the same category of the damaged vehicle until compensation is paid or until repairs are completed.
21․ A claim for damage or loss of baggage is invalid if the person concerned accepts it in the condition in which it is delivered to him, except in the following cases:
(a) If the passenger notifies the carrier of the loss or damage before leaving the station on the arrival journey.
(b) If the claim is neglected by the carrier.
22․ In the event of a delay in the delivery of baggage, the passenger shall submit his claim to the carrier within 14 days from the date of arrival.
23․ A carrier shall prepare a report on the loss or damage of baggage, stating the reasons, date of loss or damage, and estimated time of occurrence, in the presence of the passenger if possible, and shall provide him with a copy of the report. If the passenger does not agree with the content of the report, he has the right to object to its content with the carrier, and if he is not satisfied, the report must be objected to at the authority.
24․ A carrier is liable for the acts carried out by its agents on its behalf and other persons benefiting from it to perform the contract of carriage.
25․ The competent court shall consider claims related to compensation for death or bodily injury in accordance with the laws and provisions in force in the Kingdom.
26․ The provisions of this article do not prejudice the right of the injured passenger to claim compensation before the competent courts in the Kingdom.
Chapter Three
Obligations of Users of Railways Between Cities
Article 9
Obligation to Have a Valid Ticket Throughout the Journey
1․ A person is not entitled to benefit from railway transport services unless he purchases the appropriate ticket from the approved sales outlets.
2․ A passenger must have a valid ticket throughout the journey, and shall show the ticket to the employees of the carrier or authorized inspectors upon request. If the passenger does not have a valid ticket, he must be dealt with in accordance with the Schedule of Violations for Users of Railway Transport, Stations, and Facilities.
3․ A passenger holding a special ticket issued in his name or for a specific category to which discounts apply according to the policy of the carrier shall prove his identity and entitlement to it at any time he is requested to do so.
Article 10
Obligations Relating to Baggage and Other Items
1․ A passenger is not allowed on board the train, or at any of the railway stations or facilities, to bring materials that are not permitted to be transported in accordance with the policy of the carrier, if the passenger cannot carry them himself, or if those materials are dangerous or flammable, are likely to cause injury or obstruction to other passengers or the employees of the carrier, or are likely to cause damage to the train, stations, or facilities. For this purpose, the passenger shall verify in advance prior to checking in the baggage permitted on board the train.
2․ A passenger is responsible for supervising his hand baggage and belongings he brings with him, including animals.
3․ A passenger shall allow the carrier to inspect the hand baggage, checked baggage, vehicles loaded on board the train and verify their contents, as well as animals that the passenger brings on board the journey, in his presence.
Article 11
Obligations of Passengers with Disabilities and Reduced Mobility
Persons with disabilities or reduced mobility shall disclose their need for assistance when booking their ticket, unless the regulations of the carrier allow for the need for assistance to be disclosed upon arrival at a staffed station, and shall comply with the published instructions of the carrier in order to benefit from assistance.
Article 12
Obligation to Arrive on Time for the Journey
A passenger shall arrive before the scheduled boarding time for the journey announced by the carrier. If he does not board the journey before the scheduled time, it is not possible to guarantee that he will benefit from the service and he will not be entitled to a refund of the ticket price.
Article 13
Obligations Relating to the Use of Trains and Transport Facilities
A passenger shall follow the instructions given by the employees of the carrier and comply with the rules for using trains, stations, and facilities, within the scope of use specified exclusively, including but not limited to:
(a) Not infringing on the property of others.
(b) Not misusing, vandalizing, or causing any damage to the train, facilities, equipment, or other public property.
(c) Not misusing the designated vehicle parking facility where the service is provided, including the passenger leaving his private vehicle in those parking spaces outside the acceptable usage limits, misusing parking meters, or parking his vehicle in areas or parking spaces that are not permitted, in violation of the traffic law and its executive regulation, or violating the restrictions imposed on the use of the vehicle parking facility.
Article 14
Complying with Journey Conditions
1․ A passenger must be at least 13 years old to obtain the service between cities alone, and parents and guardians are responsible for the behavior of their minor children or those under their guardianship.
2․ Passengers shall observe the rules of conduct when using the railway transport service in accordance with the policy of the carrier approved by the authority in this regard, including, but not limited to, refraining from the following:
(a) Using bicycles, skates of any kind, or skateboards, whether on board the train or at stations.
(b) Presenting the identity card upon request by the employees of the carrier or representatives of the authority or other competent entities.
(c) Sleeping in prayer rooms or any place where the carrier prohibits sleeping.
(d) Accessing the service by climbing or jumping.
(e) Accessing unauthorized areas.
(f) Using any offensive language or acting in a manner that offends public morals or is inappropriate or contrary to public taste.
(g) Causing nuisance to passengers, employees of the carrier, or subordinates of the carrier.
(h) Involving or asking others to engage in illegal activities or activities that violate the regulations and laws in force in the Kingdom.
(i) Putting bags and belongings on the seats.
(j) Closing entrances and aisles, and not giving other passengers enough space to move when entering and leaving the train.
3․ A passenger waiting to board the train shall first allow the passengers on board to exit before he himself boards.
4․ A passenger shall adhere to sitting in the seat designated for him only, and if there are persons with disabilities, the elderly, or families with children, he shall change seats.
5․ A passenger shall not smoke on board the means or in areas where it is prohibited.
6․ A passenger shall refrain from any action on board the train or while riding it that may pose a risk to the safety of transport operations or other passengers, or disturb passengers in an unacceptable manner, otherwise he will be excluded from the service without being entitled to a refund of the ticket price, without prejudice to any other punishments that may be imposed on him as a penalty for violating the provisions of the regulation.
7․ A passenger does not have the right to discontinue his journey and resume it as he wishes, unless the terms and policies of the carrier include otherwise.
A passenger shall comply with any redistribution and allocation of seats that the carrier may resort to when necessary, especially those related to security and safety.
Article 15
Compliance with Safety Requirements
1․ Passengers must be aware of matters considered unsafe and unacceptable behaviour, which includes but is not limited to the following:
(a) Causing obstruction and danger to passengers and employees of the carrier.
(b) Placing any objects that may obstruct the movement of passengers or the train.
(c) Misusing any security or safety devices or equipment, including emergency exits and alarm and emergency equipment, in cases other than those required for that purpose.
(d) Sticking hands, feet, body part, or anything else out of windows or doors, or resting feet on seats.
(e) Engaging in actions or discussions that would harass or intimidate passengers, including acts of violence, threats, vandalizm, or violent behavior likely to provoke a violent response.
(f) Threatening to cause damage to the service or disrupt operations related to it.
(g) Obstructing the efforts of employees in the context of responding to emergencies or while performing operational or maintenance tasks.
(h) Refusing to undergo inspection by employees of the carrier on suspicion of carrying unauthorized materials.
(i) Obstructing the movement of the train or obstructing the operation or provision of any of the services related to the railways of the carrier.
(j) Entering or attempting to enter or exit the train from places other than those designated for this, or after the train has moved.
2․ Passengers waiting at stations shall not let their children play on platforms or near the train track and shall not attempt to approach the train until it has come to a complete stop.
3․ A passenger shall immediately report any safety hazard, broken or malfunctioning equipment, suspicious activity, strange odor, or unattended package.
Article 16
Compliance with Legal Requirements
When using the service outside the borders of the Kingdom, a passenger shall comply with all security and customs requirements, present supporting documents, adhere to the schedules of permitted items or animals, and be present for inspection whenever requested to do so.
Chapter Four
Rights of Railway Users Within Cities
Article 17
Helping and Enabling Persons with Disabilities and Reduced Mobility to Benefit from the Service
1․ A carrier and infrastructure manager shall provide assistance to passengers with disabilities or reduced mobility, and train the appropriate staff to deal with various cases free of charge on designated trains and stations.
2․ A carrier and infrastructure manager shall make every effort to provide assistance when passengers with disabilities arrive at the station, whether to board the train, disembark it, or leave the station.
3․ A carrier shall train its employees who serve passengers with disabilities and reduced mobility to receive adequate and appropriate training on how to deal with their different needs, so that it covers—at a minimum —the points mentioned in annex 2 (Training for Dealing with Persons with Disabilities or Reduced Mobility).
4․ All information relating to the preparation of stations to meet the requirements of persons with disabilities and reduced mobility in regard to accessibility must be made available, through their display or publication on the internet, smart application programs, or in any other formats that are easily accessible to the persons concerned with the service, for example, but not limited to: Large print, simple language, Braille, electronic communication means that can be accessed using adaptive technology, or audio tapes. When making changes to the conditions of access to services and facilities at stations, such information must be published immediately, so that passengers who request assistance are aware of any potential restrictions on use.
5. Providing any mobility equipment required to transport passengers with disabilities or reduced mobility from the designated area to request assistance to board the vehicle and assisting them in doing so.
6․ Carriers and infrastructure managers shall be keen on providing all necessary facilities for the reception and service of passengers with disabilities or reduced mobility shall ensure that trains, stations, passenger waiting areas, and facilities are easily accessible to them and shall remove all physical and operational barriers.
Article 18 Right to Information
1․ A carrier shall provide passengers with the necessary information before and during the journey in a clear manner in accordance with annex 1 (Essential Travel Information), and where necessary, this information must be provided in accessible formats upon request.
2․ The necessary instructions must be provided clearly to passengers while they are at stations or trains through various means, for example: Audio announcement systems, text messages, guidance signboards, electronic screens, and employees present in stations and trains.
3․ Ticket must be sold through approved points of sale, for example, ticket offices, ticket machines, smart applications, and the internet.
4. A carrier shall publish its policies and procedures in Arabic and English through available means, in addition to displaying them in sales offices, stations, the website, and the electronic application, if any.
5․ A carrier shall announce any material change in the provision of the service, its timings, or any other procedure that may affect its timing.
6․ Announcing the list of prohibited baggage.
7․ A carrier shall announce any prices or fees added to the price and any changes or modifications desired by the passenger when purchasing the ticket.
8․ A carrier shall set a policy that clarifies the procedures and fees for cancelling each type of ticket provided, and it must be approved by the authority.
9․ A carrier shall comply with the principle of transparency in its announcements of journey conditions.
10. A carrier shall draft its own policies and procedures that are consistent with this mechanism, and they must be approved by the authority. In accordance with annex 3 (Policies Required to Be Submitted to the Transport General Authority).
11. A carrier shall announce this mechanism and its policies related to the terms and conditions.
Article 19
Means of Transport, Stations, and Service Facilities
1․ A carrier shall ensure the following:
(a) Providing the service to passengers in accordance with the highest standards of quality, safety, comfort, and security.
(b) A carrier shall identify prohibited baggage and announce it to passengers.
(c) A carrier shall clearly announce the opening and closing times of the stations.
(d) Ensuring that there is a set of first aid kits on board every journey and at stations.
(e) That employees behave politely with passengers, and observe all applicable laws and regulations related to the operation of the service.
(f) Refunding ticket amounts in the event of service interruption in accordance with a policy prepared by the carrier and approved by the authority.
(g) Displaying or announcing journey schedules, including departure and arrival times and boarding gate closing times.
2․ A carrier shall ensure that trains, stations, platforms, service carriages, and other facilities operate efficiently and to a high standard, and in particular shall ensure that they are clean, safe, and available for use by passengers.
Chapter Five
Obligations of Users of Railways Within Cities
Article 20
Obligation to Have a Valid Ticket Throughout the Journey
1․ A person is not entitled to benefit from railway transport services unless he purchases the appropriate ticket from the approved sales outlets.
2․ A passenger must have a valid ticket throughout the journey, and shall show the ticket to the employees of the carrier or authorized inspectors upon request. If the passenger does not have a valid ticket, he must be dealt with in accordance with the Schedule of Violations for Users of Railway Transport, Stations, and Facilities.
3․ A passenger holding a special ticket issued in his name or for a specific category to which discounts apply according to the policy of the carrier shall prove his identity and entitlement to them at any time he is requested to do so.
4․ A ticket is not considered valid if the passenger fails to prove its authenticity, if it has been changed without referring to the carrier after it is issued, or if it has been forged.
Article 21
Obligations Relating to Baggage and Other Items
1․ A passenger is not allowed on board the means or at any of the stations or facilities to bring items that are not permitted to be transported in accordance with the policy of the carrier, if the passenger cannot carry them himself, or if the materials are dangerous or flammable, are likely to cause injury or obstruction to other passengers or the employees of the carrier, or are likely to cause damage to the means or facilities.
2․ A passenger is responsible for supervising his hand baggage and belongings he brings with him, including animals.
Article 22
Obligations of Passengers with Disabilities and Reduced Mobility
1․ Passengers with disabilities or reduced mobility who use wheelchairs or other mobility equipment shall enter the means through entrances designated to serve them.
2․ Passengers shall ensure that their wheelchairs or mobility equipment are properly positioned in the designated area on board the means.
3. If the means is full and the designated areas on board are occupied by wheelchairs or other mobility equipment, the passenger shall not board to avoid any risk to his safety and to ensure the comfort of other passengers.
Article 23
Obligations Relating to the Use of Means of Transport and Facilities
A passenger shall follow the instructions given by the employees of the carrier or the employees of the infrastructure manager as appropriate, and in particular shall adhere to the rules for the use of the means of transport, stations, and facilities and within the scope of their use only, including but not limited to:
(a) Not infringing on the property of others.
(b) Not misusing, vandalizing, or causing any damage to the means of transport, facilities, equipment, or other public property.
(c) Not misusing the designated vehicle parking facility where the service is provided, including the passenger leaving his private car in those parking spaces outside the acceptable usage limits, misusing parking meters, or parking his vehicle in areas or parking spaces that are not permitted, in violation of the traffic law and its executive regulation or the restrictions imposed within the vehicle parking facility.
Article 24
Complying with Journey Conditions
1․ Passengers shall observe the minimum rules of conduct when benefitting from the service, including but not limited to refraining from the following:
(a) Using bicycles, skates of any kind, or skateboards, whether on board the means of transport or at stations or facilities.
(b) Sleeping in parking designated for passengers on roads, prayer rooms, or any place where sleeping is prohibited.
(c) Accessing means of transport or infrastructure by climbing or jumping.
(d) Accessing unauthorized areas.
(e) Using any offensive language, acting in a manner that offends public morals or is inappropriate or contrary to public taste, or fighting with passengers.
(f) Causing nuisance to passengers, employees of the carrier, or employees of the infrastructure manager.
(g) Involving or asking others to engage in illegal activities or activities that violate the applicable regulations for using a public facility.
(h) Operating any device that produces a loud or disturbing sound to others, such as radios, telephones, or other similar devices without earphones, whether at stations or on means of transport. Passengers are also required to put their phones on silent mode and not talk loudly on the phone during the journey, especially on long journeys.
(i) Placing bags or other items on the seats.
(j) Closing entrances to service delivery areas, especially on board the means of transport, and not giving other passengers enough space to move when entering and leaving the train.
(k) Entering the means of transport if it is full of passengers.
(l) Bringing baggage that cannot be placed in the baggage hold (due to its size), that the passenger cannot carry himself, or that could cause damage to the means or facilities.
2. A passenger shall present the identity card to the employees of the carrier or representatives of the authority or other competent entities upon request.
3․ A passenger shall present a valid ticket upon inspection, or upon request from the crew of the carrier or inspectors.
4․ A passenger waiting to board a means shall first allow the passengers on board to exit before he boards.
5․ A passenger shall adhere to sitting in the seat designated for him only, and if there are persons with disabilities, the elderly, or families with children, he shall change seats.
6․ A passenger shall not smoke on board the journey or in any other place where it is prohibited, whether in the station or any of the service facilities.
7. Passengers shall not eat food on board the journey, except for young children and some special cases that can be reasonably justified, such as people with diabetes or pregnant women.
Article 25
Compliance with Safety Requirements
1․ Passengers must be aware of what is considered unsafe and unacceptable behaviour, which includes but is not limited to the following:
(a) Causing obstruction and danger to passengers and employees of the carrier.
(b) Placing any objects that may obstruct the movement of passengers or the means of transport.
(c) Misusing any security or safety devices or equipment, including emergency exits and alarm and emergency equipment, in cases other than necessary cases that require this.
(d) Sticking hands, feet, body part, or anything else out of windows or doors, or resting feet on seats.
(e) Engaging in actions or discussions that would harass or intimidate passengers, including acts of violence, threats, vandalizm, or violent behavior likely to provoke a violent response.
(f) Threatening to cause damage to the service or disrupt operations related to it.
(g) Obstructing the efforts of employees in the context of responding to emergencies or while performing operational or maintenance tasks.
(h) Refusing to undergo inspection by employees of the carrier on suspicion of carrying unauthorized materials.
(i) Obstructing the movement of the means of transport in any way that would impede the operation of the service.
(k) Entering or attempting to enter or exit the means from places other than those designated for that purpose or after it has moved.
2․ Passengers waiting at stations shall not let their children play on the passenger boarding platforms or near the track of the means, and shall not attempt to approach it until it has come to a complete stop.
3․ A passenger must be aware of the emergency signs and the procedures to be followed in the event of an emergency.
4․ A passenger shall immediately report any safety hazard, broken or malfunctioning equipment, suspicious activity, strange odor, or unattended package.
5․ Not attempting to board a means by crossing from places other than those designated for that purpose after disembarking from the means of transport.
6․ A passenger shall refrain from any action on board the train or while riding it that may pose a risk to the safety of transport operations or other passengers, or disturb passengers in an unacceptable manner, otherwise he must be removed from the service without being entitled to a refund of the ticket price, without prejudice to any other punishments that may be imposed on him as a penalty for violating the provisions of the mechanism and the regulation.
Chapter Six
General Provisions
Article 26
Force Majeure
A carrier, in cases of force majeure, is exempt from the compensation provided for in this mechanism, based on the approval of the authority, if this is due to bad weather conditions that endanger the safe operation of the train, or if this is due to exceptional circumstances or force majeure that hindered the regularity of the service, and it is not possible to overcome this despite taking all reasonable measures.
Article 27
Service Delivery Policy
A carrier shall set a policy for providing the service in accordance with the provisions of the regulation and this mechanism, which must specify the scope of the service, its quality standards, the conditions for obtaining it, the rights of beneficiaries, the mechanism for receiving and resolving complaints, and the means of communication with the service provider, as provided in annex 3 (Policies Required to Be Submitted to the Transport General Authority), and this policy must be approved by the authority.
Article 28
Ticketing Systems
1․ Tickets must be sold and distributed through approved points of sale, such as ticket offices, ticket machines, smart applications, and the internet, as well as on board trains.
2․ A carrier shall provide reliable, integrated, and efficient ticketing systems, which facilitate the ticket booking process for all passengers.
3․ A carrier shall change or modify the booking if this is the result of an error in the ticketing system without the passenger incurring any fees resulting from this.
Article 29
Complaints of Users of Rail Transport
A carrier shall establish a clear and publicized mechanism for receiving complaints, notification of their receipt, and the method of processing and responding to them, and it must be approved by the authority and must at the minimum be as follows:
1․ A passenger shall submit the complaint to the carrier within 30 (thirty) days from the specified date of the date of the incident.
2․ A carrier shall issue an acknowledgement of receipt of each complaint that must state its date, within 5 (five) business days from the date of receipt, and the carrier shall notify the passenger within 10 (ten) business days from the date of receipt of his complaint of its acceptance or rejection. If it is accepted, the period for processing the complaint must not exceed 30 (thirty) days from the date of receipt.
3․ In the event that a passenger is not satisfied with the handling of his complaint by the carrier or in the event that the carrier exceeds the specified period for handling it without responding to it, the passenger has the right to refer the complaint to the authority based on article 71 of the executive regulation, within 30 (thirty) days from the date of notification of the result of handling the complaint or from the date of expiry of the specified period for handling it according to paragraph 2 of this article, and the authority shall decide on the complaint within 30 days from the date of completion of the complaint documents.
4․ If the complainant is not satisfied with the handling of his complaint by the authority, the complainant has the right to submit his complaint to the committee within a period not exceeding 30 days from the date of notification of the decision of the authority or the expiration of the period without the authority issuing a decision.
5․ The committee shall consider and decide on the complaint in accordance with its rules of procedure.
6․ If the complainant is not satisfied with the decision of the committee, he may file a grievance against the decision of the committee before the Administrative Court within 60 days from the date of his notification of the decision of the committee.
7․ A carrier shall train employees to receive complaints, and shall set up a unified and integrated call center to receive inquiries and complaints that includes: A unified number—social media—and any other channels, and shall announce them to all segments of beneficiaries.
8․ In regard to the complaints handling system, a carrier shall clarify the processing periods, the processing mechanism, and the escalation mechanisms to the authority.
9․ A carrier shall provide the authority with periodic reports on complaints in the format required by the authority.
10․ A carrier shall respond to the authority and provide it with any information related to the complaints within five days from the date on which the authority refers the complaint to the carrier.
Article 30
Complaints of Railway Users Against Violations
1․ A passenger shall submit his complaint regarding the violation to the authority within 30 days from the date of notification of the violation, and the authority shall decide on the complaint within 30 days from the date of completion of the complaint documents.
2․ If a complainant is not satisfied with the handling of his complaint against the violation by the authority, he has the right to submit his complaint against the violation to the committee within a period not exceeding 30 days from the date of notification of the decision of the authority or the expiration of the period without the authority issuing a decision.
3․ The committee shall consider and decide on the complaint against the violation in accordance with its rules of procedure.
4․ If a complainant against the violation is not satisfied with the decision of the committee, he may file a grievance against the decision of the committee before the Administrative Court within 60 days from the date of his notification of the decision of the committee.
Article 31
Amounts Due or Compensation
1․ Compensation or amounts to be refunded to a passenger must be paid in accordance with the payment method used to purchase the tickets or by any payment method accepted by the passenger.
2․ In the event that a passenger requests to cancel or modify the journey, the process of refunding the amounts due must be completed in accordance with the policies of the carrier, within a period not exceeding 14 days from the date of submitting the cancellation or modification request to the carrier.
3․ The payment of any compensation due to a passenger, including the value of the tickets, must be completed within a period not exceeding 30 days from the date of receipt of the complaint specified in article 29(2).
Article 32
Complaints from Carriers and Infrastructure Managers
1․ A passenger is liable to the carrier, the infrastructure manager, or any other relevant service provider for any loss or damage resulting from the actions of the passenger or failure to comply with his obligations under this mechanism, including any damage caused by him to the means of transport, the station, or any of their internal facilities or any other infrastructure components, unless he proves that the loss or damage is caused by circumstances that he could not have avoided or by force majeure.
2. When a passenger causes damage to the means of transport, the station, any of their internal facilities, or any other infrastructure components subject to this mechanism, the carrier or infrastructure manager shall assess the damage caused by the passenger and claim compensation from the passenger for the damage.
3․ A passenger shall pay the compensation assessed by the carrier or infrastructure manager. If the passenger is not satisfied with the value of the compensation, he may submit his complaint in accordance with the procedures contained in article 29 of this mechanism.
4․ In the event that a passenger does not pay the compensation assessed by the carrier or the infrastructure manager, the carrier or the infrastructure manager may submit its complaint to the authority, in accordance with the following procedures:
(a) The carrier shall submit the complaint to the authority within 15 days from the date of the claim for compensation.
(b) The carrier shall explain in his complaint—at a minimum—the following information: Damage caused by the passenger, journey details, passenger details, facts of the violation, photos or evidence, damage assessment, and supporting documents.
(c) The authority shall notify the carrier of the outcome of the complaint within 30 days from the date of receipt. If the complaint is rejected, the rejection by the authority must be reasoned.
(d) A carrier shall respond to the authority and provide it with any information related to complaints within five days from the date of the request by the authority.
(e) If a passenger or third party is proven to be liable for the damage—without prejudice to the right to impose a fine—he shall bear the compensation for the damage, and the value of the compensation owed to the carrier for the damages he causes or made must be determined.
5․ In the event that a carrier is not satisfied with the handling of its complaint by the authority or in the event that the authority exceeds the specified period for handling it without responding to it, the carrier has the right to submit a complaint to the committee within 30 days from the date of its notification of the result of handling the complaint or from the date of expiry of the specified period for handling it in accordance with subparagraph (c) of this paragraph.
6․ The committee shall consider and decide on the complaint in accordance with its rules of procedure.
7․ If the complainant is not satisfied with the decision of the committee, he may file a grievance against the decision of the committee before the Administrative Court.
Article 33
Entry into Force
This mechanism comes into effect 60 days after the date of its publication in the official gazette, replaces the provisions related to railways in the Detailed Mechanism of the Regulation of Rights and Obligations of Public Transport Users, and repeals all provisions that conflict with it.
Annexes
Annex 1
Essential Travel Information
Ticketing service providers or infrastructure managers shall provide:
First
Pre-Journey Information
1. General conditions applicable to the contract of carriage.
2. Journey schedules showing the duration of the journey.
3․ Pricing schedules and lowest price conditions.
4. Benefitting from the services available in facilities designated for persons with disabilities and their conditions.
5․ Possibility of transporting baggage and its conditions.
6. Seat classes available on the journey.
7. Activities that could potentially disrupt or delay the services.
8․ Services available on board the vehicle or station.
9․ Procedures for recovering lost baggage.
10․ Complaint submission procedures.
Second
Information During the Journey
1․ Services available on board the vehicle.
2. Next stop.
3. Delay.
4. Providing information about the journey, including arrival times and stops.
Annex 2
Training for Dealing with Persons with Disabilities or Reduced Mobility
First
Disability Awareness and Requirements
1․ Training of employees who deal directly with passengers must include the following:
2. Awareness and appropriate responses to the requirements of passengers with physical, sensory (hearing and visual), non-apparent, or learning disabilities, including how to distinguish between different abilities of people.
3․ Recognized service animals.
4. Dealing with unexpected events, such as emergencies and evacuations.
5. Skills for dealing with others and methods of communicating with the deaf and mute, persons with visual impairments, and persons with speech disabilities.
6․ How to handle wheelchairs and other mobility aids carefully.
Second
Disability Assistance Training
Training of employees who assist people with reduced mobility must include the following in particular:
1․ How to assist wheelchair users to move to and from a wheelchair.
2. Skills in providing assistance to persons with disabilities and persons with reduced mobility to travel with a recognized assistance animal, and orientation on the role and needs of such animals.
3․ Techniques for accompanying visually impaired passengers and for handling and transporting recognized service animals.
4․ Understanding the types of equipment that can assist persons with disabilities and persons with reduced mobility and knowing how to operate such equipment.
5. Knowledge of first aid.
Annex 3
Policies Required to Be Submitted to the Transport General Authority
| Policies |
Additional Notes |
The traveller charter in accordance with the provisions of the regulations and the detailed mechanism, which must include the following:*
First
A summary of the provisions of the regulation and the detailed mechanism, which must include the following:*
– Rights of railway users.
– Obligations of railway users.
Second
Pre-Journey Information:
– General conditions applicable to the contract of carriage.
– Mechanisms and conditions for the lowest prices.
– Summary of services provided and a map of the network and accessible stations.
– Available services for persons with disabilities and their conditions.
– A list of prohibited items on board the means, as well as the possibility of allowing them and the conditions for this.
– Seat classes available on the journey.
– Activities that could potentially disrupt or delay the services.
– Procedures for handling checked baggage, whether lost, damaged, or delayed in delivery.
– Any additional information that the transport service provider deems necessary to add.
Third
Description of the Information That Will Be Provided During the Journey:
– Services available on board the vehicle.
– Next stop.
– Delay in main connectivity services. |
*Where applicable to the transport service provided |
| Policy for dealing with persons with disabilities and reduced mobility in accordance with the provisions of the detailed mechanism, which must include the following:*- Information on access to the station.
– Services for persons with disabilities and reduced mobility.
– Description of the ticketing service and assistance request mechanisms.
– Conditions for persons with disabilities and reduced mobility.
– Equipment available for passengers with special needs.
– Passenger assistance mechanism at the station and on the train.
– Mechanism for notification of any changes in access to facilities and services.
– Monitoring and evaluation mechanism.
– Training employees to deal with persons with disabilities and reduced mobility.
– Emergency procedures.
– Any additional information that the transport service provider deems necessary to add. |
*Where applicable to the transport service provided |
| Policy for dealing with complaints in accordance with the detailed mechanism, and the following information must be included:*The means available to passengers to submit complaints, inquiries, or suggestions, the ease of doing so, and the languages available, taking into account the needs of all passengers including those with disabilities and reduced mobility.
– Description of the mechanism for handling complaints and inquiries and the mechanism for following up on them.
– Response times for complaints, processing and resolution times, and escalation mechanisms.
– Monitoring and evaluation.
– Training employees to deal with complaints, inquiries, or suggestions.
– Any additional information that the transport service provider deems necessary to add. |
*Where applicable to the transport service provided |
Published in Umm Al-Qura 5074 issued on 7 March 2025.
