PASSENGER’S RIGHTS:

Our passengers have the following rights:

Transport contract and information:

▪ Before the trip, to have access to the schedule of services, the duration of trip, stations to stop in and ticket prices.

▪ During the trip, to be informed about any delays or interruptions to services.

▪ Concerning procedures for the submission of complaints.

Before the purchasing of tickets:

▪ Clarifying the duration of the trip, stations to stop in and ticket price.

▪ Announcing services provided on the train.

▪ Providing service for seat reservation.

▪ Be entitled to enter in a transport contract with HHR in accordance with current legislation on land transport.

▪ Be informed of the procedures established to solve the issues that may arise in relation to rail transport.

▪ Be informed of the insurance policies that HHR has contracted to guarantee their responsibility. This information will be available to travelers at the stations and on the corresponding HHR website.

▪ Be informed of the existence of these travel terms and conditions that will be available to customers in the same terms as in the previous section.

▪ Change and cancel your transport tickets in the terms provided in these travel terms and conditions.

During / After HHR services:

▪ Receive HHR services in the appropriate quality and safety conditions.

▪ Make claims and complaints that they deem appropriate under the terms provided in the terms and conditions that may be directed to HHR, for which purpose they will have at their disposal a book or sheets of official claims, in the form and terms established in current legislation.

▪ To be compensated for the damages that may be caused to them, in case of breach by HHR of the obligations with the customers.

▪ To escalate any claim regarding the HHR obligations to the TGA Dependence.

COMPENSATION

HHR works hard to make sure your journeys with us run smoothly. Nevertheless, if your journey is

delayed, HHR will do everything to get you where you need to be.

WHAT HHR WILL DO TO GET YOU THROUGH DELAYS

▪ HHR will always try to keep you up to date about what is happening and give you advice

about your journey.

▪ If the train is cancelled in-route, HHR will ensure get you to your destination station

via a replacement service or alternative transportation where necessary. If HHR can’t get

you to that station, HHR will take you back to the station that will work best for you.

▪ HHR will make claiming compensation for a delayed journey easy. However, HHR is not.

responsible for passenger compensation due to the late arrival of services due to compulsory circumstances.

HOW HHR COMPENSATE YOU FOR DELAYS

HOW HHR COMPENSATE IF YOUR TRIP IS CANCELLED

HHR shall not cancel trips unless the security and safety of the railway service require so.

Provided that there are no causes of compulsory circumstances., cancellation of trip means that you cannot make your trip because HHR has cancelled this service or because the commercial service is delayed more than 4 hours at the arrival time.

If your train service is cancelled or delayed by more than 4 hours at the arrival time the following refunds will apply:

Our Customer Support Team will put in contact with the affected passengers in order to present both options and offer to choose between them.

HOW HHR COMPENSATE YOU FOR ANY LOSSES OR OTHER COSTS

• If your train is delayed or cancelled, HHR will not give you compensation for any losses or extra costs other than those related to your ticket price (e.g. if you miss a connecting plane).
• If you are catching a plane, please leave plenty of time to allow for any delays to your train journey. You can ask your airline how long time you will need to leave to check in.
• In case of necessity, HHR could make a class downgrade before or during the trip. This situation is not considered as boarding rejection.
• In this case, HHR informs the Passenger of the availability of alternative seats on lower class. This shall be dealt with as follows:
• If the Passenger agrees to downgrade the reservation class, the Passenger must be compensated for the full price difference between the original class and the class on which the Passenger did travel, at the lowest price of the class on which the downgrade is made.
• In addition, the Passenger shall receive a compensation equivalent to (25%) of the value of the original ticket.
• HHR shall have the right to make a class upgrade to the passenger if needed. In this case it will be consider as an improvement of the travel conditions so no compensation will apply in this case.

PASSENGER’S OBLIGATIONS:

The passenger must commit to the following:

▪ Review and accept the Terms and Conditions of the Travel Contract referred to on the website of HHR before or after the completion of the booking process and issuing a confirmed ticket.

▪ Passengers are responsible for ensuring they hold a valid ticket applicable for their entire journey for the day, time, train, route and class mentioned in the ticket, before boarding the train.

▪ Disclosure of any special needs of the passenger, if any, prior to the completion of the booking process and the issuance of a confirmed ticket.

▪ Bring of all official travel documents and requirements such as (National ID card, Digital ID Card with QR, Iqama, Passport, official document, etc.) and taking into account all government regulations.

▪ The passenger must create the reservation in the prescribed way and add a correct mobile phone number and e-mail which will be the only valid means of communication between HHR and the passenger.

▪ Comply with the indications of HHR employees in charge of the correct provision of the service, as well as with those laid out for this purpose in the panels, posters, banners and other information displays in stations and trains.

▪ Comply with and respect the security and civil protection measures and checks that may be established.

▪ It is strictly prohibited to smoke in all station facilities and inside the train coaches. Failure to comply can lead to penalties (compatible with instructions /penalties set by other Authorities within KSA

▪ The transport of animals is not allowed except for guide animals accompanying PRM passengers.

▪ Passenger's obligation to disclose items that require a special arrangement/management permission to be transported by train.

PASSENGER MAY NOT:

▪ Perform actions that disturb the order within the trains, entail danger to the physical integrity of the other passengers or their comfort, may cause the deterioration of the stations or trains or, generally, endanger the safety of transport.

▪ Travel in places other than those enabled for passengers. ▪ Leave the train except at the destination indicated on the ticket.

▪ Carry hazardous materials (susceptible to explosion or inflammation) and packages that, due to their size, volume, content, or smell, may damage, disturb or stain other travelers´s personal belongings or the trains themselves.

▪ Observe or perform any conduct or action prohibited by the legislation in force in the Kingdom of Saudi Arabia.

▪ The above actions will be subject to sanction according to the legislation in the Kingdom of Saudi Arabia.

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