Without prejudice to the applicable laws and regulations in the Kingdom and their amendments, the provisions of this Regulation shall apply to incoming and outgoing train journeys between cities within the Kingdom.

Based on the organization of the authority, the authority supervises the implementation of this Regulation, and it has, for example and not limited to, the following powers:

• 1. Approving the policies for the implementation of this Regulation.

• 2. Supervising the guidance of travelers and the entities operating in the railway transport sector regarding travelers' rights and the mechanisms for dealing with them.

• 3. Receiving travelers' complaints.

• 4. Proposing any amendments or additions to this Regulation.

The contractual relationship between the operator and the passenger is established upon the purchase of the ticket. The operator is responsible for transporting the passenger from their location at the departure station until their arrival at the arrival station. The operator shall not be held responsible for transporting the passenger in the event that the passenger is late for the scheduled departure time or violates the operator's terms and policies.

1. The operator is not entitled to refuse to transport any passenger with a confirmed reservation unless the passenger violates the policies set forth at the time of ticket purchase.

2. In the event that the operator refuses to board any passenger without violating the policies and regulations, they are obligated to refund (100%) of the ticket value along with compensation equivalent to (50%) of the value of the canceled route ticket or a free ticket equivalent to the value of the original ticket, while ensuring the passenger's right to choose.

1. A downgrade on the same flight does not constitute a refusal to board.

2. The operator is obligated to provide service to the passenger on the flight when alternative seats are available on the same flight in a lower class than the original boarding class, and in this case, he must inform the passenger of the availability of alternative seats in the lower class, and the processing should be as follows:

• أ. If the passenger agrees to the downgrade of the booking, he must be compensated for the full price difference between the original class and the class in which he traveled according to the lowest price in the class to which the downgrade was made, in addition to compensation equivalent to (25%) of the value of the original ticket or a refund of the original ticket value and free transportation, while ensuring the passenger's right to choose.

• ب. The operator has the right to refund the ticket value (unused route) in addition to compensation equivalent to (50%) of that value or a free ticket on the same route in case no seats are available, while ensuring the passenger's right to choose.

• جـ. Upgrading the booking class for passengers does not constitute a refusal to board nor a downgrade of their class, and if the operator upgrades a passenger's boarding class, he is not required to pay any compensation.

1. The operator may not cancel flights unless necessitated by security and safety considerations.

2. If the operator notifies the passenger of the flight cancellation at least (6) hours before the scheduled time, the passenger is entitled to a full refund of the ticket price, receiving (100%) of the value of the unused itinerary.

3. If the operator notifies the passengers of the flight cancellation less than (6) hours before the scheduled time, the operator has the option to:

• أ. Refund (100%) of the ticket price for the unused itinerary, along with compensation equal to (25%) of the ticket price for the canceled flight.

• ب. Arrange an alternative means of travel within (3) hours from the time of the canceled flight, bearing the cost difference, along with compensation equal to (25%) of the ticket price.

1. The operator is not entitled to delay scheduled flights unless necessitated by security and safety reasons.

2. The operator must inform the passenger of the flight delays and the new flight schedule.

3. If the delay exceeds two hours, the operator is obligated to:

• أ. Refund the full amount of the ticket that was paid.

• ب. If the passenger completes the journey despite the delay, they are entitled to claim (25%) of the ticket value for the delayed route if the delay exceeds two hours.

• جـ. If the passenger completes the journey despite the delay, the operator is obligated to refund (50%) of the ticket value for the delayed route if the delay exceeds (3) hours.

4. Notwithstanding what is stated in paragraph (3) of Article Seven of this regulation, the flight is considered canceled if the delay exceeds (4) hours from the scheduled departure time.

1. The operator must consider the needs of travelers with disabilities as follows:

• A. Providing wheelchairs and directional signs at stations and inside the train.

• B. Providing inspection platforms by the operator to accommodate travelers with disabilities.

• C. Ensuring assistance is available when boarding and alighting from the train.

• D. Taking procedures to inform travelers with disabilities, specifically in cases of blindness or deafness, about the schedules of trips, cancellations, delays, or changes.

• E. Providing special restrooms for travelers with disabilities at stations and on trains.

2. The operator must provide the special assistance that the traveler may need when reporting the need for these services in accordance with the operator's policy.

3. The operator must take care of the mobility aids of travelers while staff assist them inside the station or train or during their journey.

4. The operator has the right to request details of the assistance devices.