The most important thing for claiming direct damages [ticket costs] is to keep the train ticket and other documents justifying the amount of compensation claimed.
To recover direct damages, a passenger may act in several ways:
- apply electronically,
- turn to Vivi customer service center at Rīga Central Railway station,
- leave the application and the necessary documents at one of the Vivi checkout windows, if they are open at that time.
Printed application forms are available at checkouts and Vivi Customer Service Center and can also be downloaded from the company's website.
If it is more convenient to send an application by post, it should be addressed to AS “Pasažieru Vilciens”, on Pērses Street 8, Riga, LV-1011.
An electronic form is available on the Vivi website. If there is no additional loss due to the delayed or canceled train journey other than the train ticket, the text of the submission shall indicate which bank account to transfer the money to. The form must be accompanied by a scanned or photographed clearly legible copy of the ticket purchased.
If additional spending is incurred, a short description of the situation should be added to the message alongside the bank account number. For example: "I went from Jūrmala to Rīga to get to the airport, but the train was canceled. I used taxi services to get to the flight in time". The form must be accompanied by clearly legible copies of both the tickets for the train tickets purchased and other receipts.
In the event of uncertainties about claiming direct damages, passengers have been asked to contact Vivi's customer service centre by calling the daily toll-free phone number 80007600.
All submissions in accordance with laws and regulations shall be examined and evaluated individually as soon as possible, but not longer than 14 days.
Rodžers Jānis Grigulis, Chairman of the Board of Directors of the company, pointed out that the punctuality of the carrier is one of the highest in the European Union, last year 98.3% of trains left railway stations and entered them according to schedule.
Unfortunately, for technical reasons and contrary to the usual situation, in recent weeks, some of the journeys operated by the new trains produced by “Skoda Vagonka” have been delayed or canceled.
"In accordance with the laws and regulations, we are prepared to compensate the direct damage caused to passengers. I would like to emphasize that we will recover these losses from Skoda Vagonka”so that neither the company nor the state budget will suffer," Grigulis explained.
The train passenger carrier Vivi draws attention to the fact that operational notifications of changes in train movements are published on the website www.vivi.lv, the mobile app “Viva Latvija” and the Vivi account on the social platform “X”.
