The International Rail Transport Committee (CIT) and the International Union of Railways (UIC) take great pleasure in inviting the staff of the claims, sales and legal departments of these organisations to the Passenger Claims Departments’ Conference which will be held in person in Prague (Czech Republic) on Wednesday 27 September 2023.

The main topics of this year’s conference are delay/cancellation confirmations, endorsements on tickets and claim forms from a legal, procedural and practical perspective. Special attention will be paid to digitalisation in this context, including real-time solutions that improve passengers’ travel experience and the effectiveness of work in customer service and claims departments.

In the first session, participants will receive an overview of the legal requirements for claim forms and delay confirmations in the new Rail Passenger Rights Regulation (PRR) which is applicable as of June 2023 and an outline of the implementing act for a common EU-Claim form drafted by the European Commission. The legal analyses will be followed by a contribution on the link between the law and the practical and procedural challenges in this field (applicable law, AIV, AJC, MIRT, etc.).

The CIT will present the outcomes of its survey and analyses on the CIT’s harmonised delay confirmation, which is an important starting point for its digitalisation. The first session will be concluded by a contribution from UIC on ongoing digitalisation work in this area, presenting the means to digitalise delay confirmations and support passengers in real time during their journey, as well as to support claims departments in after-sales processes.

In the second session, various speakers from the rail sector will outline how they deal with delay confirmations, ticket endorsements, and claim forms in practice and what kind of support measures they use to improve the passenger experience.

The highlight of the conference will be the workshop session, which will include an interactive discussion on given topics, followed by case analyses, this time dealing with a few typical and complex issues encountered in today’s claims processing departments.

The conference offers excellent opportunities for networking, giving participants the possibility to discuss unresolved issues or disputed cases.

The programme, registration form and information regarding organisational matters can be downloaded here.

More information on the Passenger Claims Conference here: