C H A R T E R
of PE Serbian Railways on the international passenger transport

The reason of our existence are transport services, representing the beginning and the end of all our efforts. We exist to satisfy needs of our customers, and therefore our target is to become their permanent choice. Evaluation of our customers is main indicator of our future activities.
To improve quality and define standards of our services, we have adopted the CHARTER on the international passenger transport.

How to become our customer?

Free copies of international timetables’ abstracts are now available to you with our represented offer, in details, and  main information you may need, except at our ticket office, you can find on our posters displayed in all our stations.
Whenever any temporarily changes are to be introduced, we shall do our best to announce them promptly.
Our on-call telephone numbers at out stations that are advertised regularly in mass media, are available to you.
All Information you may need concerning our timetable and tariff offers you can find on our website: www.serbianrailways.com
PE Serbian Railways have well established international tickets sale services at all ticket offices and tourist agencies.
We offer to you the possibility to book the travel accommodation (seats and berths in couchettes and sleeping cars) in all trains in which you can book through Central European Reservation System.
You can book your travel accommodation on telephone number 011/360-28-99 as well as on the web site:
www.zeleznicesrbije.com (link: e-ticketing)

Customer satisfaction

We intend to provide our customers with reliable services, to guarantee quality worth its paid fare. In unplanned extraordinary situations in international service, we want to express our care toward the customers as follows:

• In case of train delay or service interruptions with the consequence of postponing of the further journey, to the passengers will be offered
  - refreshment (minimum one soft drink) if the delay time is longer than 3 hours,
  - overnight stay if it is not possible that the journey is continued the same day and if the alternative transport means can not be provided at reasonable price (if in the zone there is available accommodation facilities).
• In case PE Serbian Railways caused the delay of international passenger train, to the customers it will be refunded:
  - for delays more than one hour, 20% of the ticket price paid for PE Serbian Railways line part, and
  - for delays more than two hours, 30% of the ticket price paid for PE Serbian Railways line part.

Compensation is made to all passengers who have the train ticket for specific service route, issued according to international passenger tariff (regular SCIC tariff, respectively the price that is reduced once on any ground).

The compensation is not made to owners of Pass or special offers (reduced price offers), as well as to those passengers that, before the start of the journeys, were informed on delay of the train by which they had intention to travel.

The compensation is made in form of voucher for future travel or can be effected in money.

Take advantage of your rights

We shall do our best to gain and justify your confidence. To succeed in our endeavors we would appreciate your opinion on quality of our services and in particular, when we have disappointed your expectations.
For any complaints or suggestions, you can e-mail us to:
putnik.info@srbrail.rs
or send the letters to the following address:
PE “Serbian Railways", Passenger Service Department, 11000 Belgrade, Nemanjina Street No 6.
You will receive the reply within 7 working days.

If you like to make a complaint, we kindly ask you to enclose your tickets and other documents of importance for your claim, to the letter, indicating also your telephone contact number, during work hours.
Give us a chance to solve the problems you had during the travel by Serbian railways.

The CHARTER is possible to be changed and amended yearly. The quality of our work shall be rated by the level of your satisfaction. Your evaluations of our work and your suggestions will be substantial for the new text of the CHARTER.

Public Enterprise "Serbian Railways"<