Comments and complaints
You can submitt a complaint or a request to:
Carrier:
Szybka Kolej Miejska Sp. z o.o.
Aleje Jerozolimskie 125/127
02-017 Warsaw
e-mail: biuro@skm.warszawa.pl
Public Transport Authority:
Zarząd Transportu Miejskiego
ul. Grochowska 316/320
03-839 Warsaw
or via the ZTM contact form: www.ztm.waw.pl
Information on handling complaints, requests and inquiries by SKM:
1. Questions about informations availlable on websites of carrier (www.skm.warszawa.pl) and Public Transport Authority (www.ztm.waw.pl and www.wtp.waw.pl) regarding route maps, fare zones, timetables, and ticket prices, may remain unanswered.
2. Messages containing profanity and offensive remarks and will not be answered.
3. Complaints or suggestions sent to carrier without providing personal identification data and contact information (mailing adress or email adress) will not be answered (in accordance with the regulations of the Council of Ministers’ Decree of January 8, 2002, regarding the organization of receiving and handling complaints and suggestions).
4. Providing personal information data is mandatory and required by law, therefore it is a condition for processing the complaint or suggestion.
Information to be included in a complaint or claim:
In case of complaint:
- SKM line number,
- Date of travel,
- Scheduled departure time of the train from the respective station,
- Name of the station (start and end of the journey).
In case of a claim:
- SKM line number,
- Date of travel,
- Scheduled departure time of the train from the respective station,
- Name of the station (start and end of the journey),
- Amount of the claim,
- Scans of both tickets or the Warsaw City Card (Warszawska Karta Miejska),
- Scans of documents confirming the incident.
The statutory deadline for handling complaints and claims is up to 30 days.
If your complaints are not accepted by a carrier/transport organizer, you can submit a complaint or a request at:
Office of Rail Transport
Aleje Jerozolimskie 134
02-305 Warsaw
or by the information line number:
(48) 801 044 080 or (48) (22) 460 40 80
or at the e-mail address: pasazer@utk.gov.pl