CHAPTER V

GENERAL RULES ON INFORMATION AND COMPLAINTS

Right to travel information
Article 24
Carriers and terminal managing bodies shall, within their respective areas of competence, provide passengers with adequate information throughout their travel. Where feasible, this information shall be provided in accessible formats upon request.

Information on passenger rights
Article 25
1
Carriers and terminal managing bodies shall, within their respective areas of competence, ensure that passengers are provided with appropriate and comprehensible information regarding their rights under this Regulation at the latest on departure. This information shall be provided at terminals and where applicable, on the Internet. At the request of a disabled person or person with reduced mobility the information shall be provided, where feasible, in an accessible format. This information shall include contact details of the designated enforcement body or bodies ....
2
In order to comply with the information requirement referred to in paragraph 1, carriers and terminal managing bodies may use a summary of the provisions of this Regulation prepared by the relevant authority and made available to them.

Complaints
Article 26
Carriers shall set up or have in place a complaint handling mechanism for the rights and obligations set out in this Regulation.

Submission of complaints
Article 27
Without prejudice to claims for compensation in accordance with Article 7, if a passenger covered by this Regulation wants to make a complaint to the carrier, he shall submit it within 3 months from the date on which the regular service was performed or when a regular service should have been performed. Within 1 month of receiving the complaint, the carrier shall give notice to the passenger that his complaint has been substantiated, rejected or is still being considered. The time taken to provide the final reply shall not be longer than 3 months from the receipt of the complaint.
Word in Art. 25(1) inserted (31.12.2020) by The Rights of Passengers in Bus and Coach Transport (Amendment etc.) (EU Exit) Regulations 2019 (S.I. 2019/141), regs. 1(1), 4(15)(a)(i); 2020 c. 1, Sch. 5 para. 1(1)
Word in Art. 25(1) omitted (31.12.2020) by virtue of The Rights of Passengers in Bus and Coach Transport (Amendment etc.) (EU Exit) Regulations 2019 (S.I. 2019/141), regs. 1(1), 4(15)(a)(ii); 2020 c. 1, Sch. 5 para. 1(1)
Words in Art. 25(2) substituted (31.12.2020) by The Rights of Passengers in Bus and Coach Transport (Amendment etc.) (EU Exit) Regulations 2019 (S.I. 2019/141), regs. 1(1), 4(15)(b); 2020 c. 1, Sch. 5 para. 1(1)