The phrases and terms mentioned below - wherever they appear in the detailed mechanism - shall have the meanings specified before each of them, unless the context requires otherwise:

The Kingdom: The Kingdom of Saudi Arabia.

The Law: The Railway Law.

The Regulation: The Implementing Regulation of the Law.

The Authority: The Transport General Authority.

The Carrier: Any entity licensed by the Authority to provide one of the passenger and luggage transport services on the railways, in accordance with the transport contract concluded with the passenger.

Infrastructure: The entity responsible for the possession, operation, and maintenance of the infrastructure and licensed by the Authority.

Passenger (User): Any natural person benefiting from the service of the carrier operating trips subject to the application of this mechanism. This includes others who use the transport facilities or means of transport other than the carrier's employees or the infrastructure manager.

Means of Transport: A licensed means to provide passenger transport service by rail between cities, or within cities.

Persons with Disabilities: Any person with a long-term impairment or deficiency in physical, mental, cognitive, sensory, or psychological functions that may prevent them from participating fully and effectively in society on an equal basis with others.

Persons with Limited Mobility: Any person who is not a person with a disability but has an injury or condition that prevents them from walking without assistance from other natural persons or mobility equipment.

Braille (Braille): A writing system based on raised dots, used by blind or visually impaired individuals to facilitate reading and writing.

Infrastructure Manager: The legal entity licensed to manage the infrastructure and provide related services, whether it owns it or not.

The Ticket: Any printed or electronic document or card issued by the carrier that constitutes a transport contract and proves the holder's entitlement to the railway transport service.

The Complaint: Any complaints submitted to the Authority related to the railways, including complaints from operators or users, whether for consideration in its capacity as the regulatory and supervisory body for the sector, or to be raised to the Committee for reviewing violations in accordance with Article (46) of the Law.

The Committee: The Committee for reviewing violations of the Law, the Regulation, and complaints.

Force Majeure: Any event or exceptional circumstance beyond the control of the carrier that cannot be anticipated, predicted, or avoided and cannot be mitigated, occurring after the transport contract and making the carrier's performance of its obligation impossible.

1- The carrier is not entitled to refuse to transport any passenger with a confirmed reservation without justification; unless the passenger violates the carrier's conditions or the provisions stipulated in this mechanism.

2- In the event that the carrier refuses to transport the passenger despite the passenger meeting all the necessary conditions, the carrier is obligated to refund the ticket price and pay an additional compensation equal to (100%) of its value for the unused route.

3- The carrier is exempt from any compensation if the refusal of boarding is by competent security authorities or relevant government entities.

1- A reduction in class on the same flight does not constitute a refusal by the carrier to transport the passenger.

2- If a seat is not available in the same class specified in the reservation, the carrier must inform the passenger if a lower class seat is available on the same flight, and the passenger has the right to choose from one of the following forms of compensation:

• A- If the passenger accepts the class reduction, the carrier is obliged to compensate the passenger for the price difference between the original travel class and the class traveled in, according to the lowest price in the class to which the reduction was made, in addition to compensation equal to (50%) of the value of the purchased ticket.

• B- If the passenger does not accept the class reduction and refuses to be transported, the passenger is then entitled to a full refund of the purchased ticket, in addition to compensation equal to (50%) of the value of the purchased ticket.

3- An upgrade in the booking class does not constitute a refusal to transport the passenger, and the carrier is not obliged to compensate the passenger.

1- The carrier must ensure the following:

• A- Providing the service according to the highest standards of quality, safety, comfort, and security.

• B- The carrier is obligated to identify and announce prohibited luggage to passengers.

• C- Ensuring the presence of a first aid kit on board the train and at the stations.

• D- Staff must behave politely with passengers and comply with all applicable rules and regulations related to the operation of the service.

• E- Ensuring that the schedules align with the operating hours of the stations, ensuring that the station is ready to receive passengers at least one hour before the scheduled departure of any train.

2- The carrier must ensure that the trains, stations, platforms, service cars, and other facilities operate efficiently and with high quality, particularly ensuring that they are clean, safe, and accessible for passenger use.

1- The carrier may not cancel a flight or delay it unless security and safety considerations necessitate it.

2- The carrier must inform passengers about the compensation due and the procedures for claiming it, in the event of a delay or cancellation when applicable.

3- If the carrier notifies the passenger of the flight cancellation more than (48) hours before the scheduled time, passengers are entitled to a full refund of the ticket price for the unused itinerary.

4- If the carrier notifies the passenger of the flight cancellation within (48) hours to (24) hours before the scheduled flight time, the passenger is entitled to a full refund of the ticket price for the unused itinerary, along with an additional compensation equal to (50%) of the ticket price for the canceled flight.

5- If the carrier notifies the passenger of the flight cancellation less than (24) hours before the scheduled time, the passenger is then entitled to a full refund of the ticket price for the unused itinerary along with an additional compensation equal to (100%) of the ticket price for the canceled flight.

6- If the flight is delayed for more than two hours and the passenger chooses to continue the journey, the passenger will be compensated as follows:

• A- If the delay is from two hours to (3) three hours, the passenger is entitled to a compensation of 50% of the ticket price for the delayed itinerary.

• B- If the delay is from (3) three hours to (4) four hours, the passenger is then entitled to a compensation of 75% of the ticket price for the delayed itinerary.

• C- If the delay is more than (4) four hours, the passenger is entitled to a full refund of the ticket price along with a compensation of 100% of the ticket price.

7- Without prejudice to what is stated in paragraph (6) of this article, the passenger is entitled to a compensation of 50% and a refund of the ticket price in case they do not complete the journey.

8- The passenger is not entitled to any compensation if they were informed of the flight delay before purchasing the ticket, or when the flight is redirected less than (60) minutes.

9- In the case of a delay in arrival or departure of more than (60) minutes, passengers will receive snacks or regular meals or refreshments for free.