After-sales service for customers | Iryo

Cancellations

Cancellation of the journey is understood to be the impossibility of starting the journey under the conditions foreseen in the ticket for reasons attributable to iryo. n the event of cancellation of a scheduled trip by iryo, iryo will do its utmost to inform the customer as soon as possible and in the most convenient manner.

  • If the cancellation occurs within forty-eight (48) hours before the scheduled start of the journey, iryo shall be obliged, at the passenger's choice, to provide transport on another train or other means of transport under conditions equivalent to those agreed, or to refund the price paid for the service.​
  • If the cancellation occurs within forty-eight (48) hours before the scheduled start of the journey, iryo shall be obliged, at the passenger's choice, to provide transport on another train or other means of transport under conditions equivalent to those agreed, or to refund the price paid for the service.​

Interruptions

Interruption of the journey is understood to mean the stoppage of the journey while it is taking place for reasons attributable to iryo.​

In the event of interruption of the journey, iryo shall be obliged to provide the passenger, as soon as possible, with transport on another train or another mode of transport, under conditions equivalent to those agreed. ​

In addition, if the interruption exceeds one hour, iryo shall be obliged, where appropriate, to bear the costs of the traveller's board and lodging for the duration of the interruption.​

Delays

In the event of a change in the schedule given on the ticket before the departure date, iryo will do its utmost to inform the customer as soon as possible and in the most convenient way.​

In the event that the passenger is delayed by at least sixty (60) minutes at the arrival station in relation to the timetable provided for in the ticket for reasons attributable to iryo, iryo will compensate the passenger for this delay, without the passenger losing his or her right to transport, under the following conditions:​

  • Fifty percent (50%) of the fare for the ticket used, in the event of a delay in arrival at destination of more than sixty (60) minutes.​
  • One hundred percent (100%) of the fare for the ticket used, in the event of a delay in arrival at destination of more than ninety (90) minutes.​

Notwithstanding the above, iryo may provide for more favourable compensation in general if it deems it appropriate to do so.

Compensation

Compensation will be made in vouchers first, and in cash if the customer rejects does not want the voucher and explicitly asks for a cash refund.​