My train was delayed or cancelled — how do I get money back?

Direct answer

EU rail passenger rights: 25 % of the ticket back from 60 minutes' delay, 50 % from 120 minutes, plus meals and, if stranded overnight, a hotel — in cash or transfer, not only vouchers, if you ask. Claim from Your railway operator — the operator — within its deadline, with the ticket and the train number. If the operator refuses or does not answer, Transport Malta — drittijiet tal-passiġġieri (karozzi tal-linja, vapuri) (2122 2203) — the rail passenger body for Malta — decides; for cross-border trains, Ċentru Ewropew tal-Konsumatur Malta (ECC Malta) (2122 1901) helps for free.

Call firstYour railway operator

Report toTransport Malta — drittijiet tal-passiġġieri (karozzi tal-linja, vapuri)

If that failsĊentru Ewropew tal-Konsumatur Malta (ECC Malta)

🗣️ What to say

"Train [number] on [date] from [A] to [B] arrived [minutes] late / was cancelled. Ticket [number/attached]. Under Regulation (EU) 2021/782 I claim [25/50] % of the fare, [amount], in cash to [account], plus [meal / hotel / taxi] costs of [amount], receipts attached."

🪜 Step by step

Keep the proofTicket, the delay confirmation (ask the conductor or the app), receipts for food, taxi, hotel.
Claim from the operatorOnline form; deadline often 1–3 months. Say "cash" — vouchers are optional for you.
Missed connectionSame ticket through to destination: the delay at the final station counts, and you can take the next train.
Refusal or silence: Transport Malta — drittijiet tal-passiġġieri (karozzi tal-linja, vapuri)The national enforcement body decides; free.
Season ticketsPro-rata compensation schemes exist for repeated delays; ask the operator for its scheme.

📇 All contacts

Your railway operatorDelay refunds and compensation claims, online formWithin the operator's claim window, often 1–3 months

Transport Malta — drittijiet tal-passiġġieri (karozzi tal-linja, vapuri)Passenger rights (no railway)When the operator does not pay📞 2122 2203 🔗 www.transport.gov.mt

Ċentru Ewropew tal-Konsumatur Malta (ECC Malta)Free help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 2122 1901 🔗 eccnetmalta.gov.mt

MCCAA — Uffiċċju għall-Affarijiet tal-KonsumaturAdvice, mediation, enforcement against tradersWhen the shop refuses📞 2395 2000 🔗 mccaa.org.mt/Section/Content?contentId=1102

❓ Frequently asked

The delay was "force majeure"

Since 2023 operators can refuse compensation for extreme weather, sabotage or health crises — not for staff shortages or technical failures. Ask which and contest.

I bought two separate tickets

Then the missed connection is your risk unless sold together as a through journey. Buy through tickets where possible.

Regional or commuter train?

Countries may exempt some local services from compensation; the operator's own scheme still applies. Transport Malta — drittijiet tal-passiġġieri (karozzi tal-linja, vapuri) knows the exemption list.

📎 Sources

Last checked: 2026-09-26

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🚆 My train was delayed or cancelled — how do I get money back?