The annual Conference of Passenger Claims Departments, co-organised by CIT and UIC, took place at the Universal Postal Union (UPU) Headquarters in Bern (Switzerland), on 24 September 2015. UIC was represented by Mr Luis Casado Presa, Senior Advisor within the Passenger Department.

The conference started with a presentation about the publication by the European Commission on Interpretative Guidelines concerning the Regulation on Rail Passengers’ Rights, followed by another one dealing with the obligation of railway companies to provide information to passengers and the extent this information should have. The next point on the agenda was an overview about the procedures to handle passenger claims. These presentations were followed by two workshops: the audience was divided in two groups and practical cases about claims management were discussed and presented afterwards.

The conference continued with a presentation given by SBB about Kulanz, a new programme they have developed to compensate unsatisfied customers. After this, the audience was divided again into two groups, two other practical workshops took place, and, finally, the conference ended with the presentation of the results.