Updated rules outline cases where passengers can be denied travel and compensation for disrupted journeys.
Abu Dhabi: Etihad Rail has released details of its Passenger Charter on its official website, setting out the situations in which travellers may be asked to leave a train.
Under the charter, railway staff or authorised personnel can require a passenger to disembark if they have reasonable grounds to believe that the individual has violated any of the stated rules.
Passengers who breach the approved regulations and fail to stop prohibited behaviour or refuse to leave the train or premises when instructed may also be removed.
Passengers must follow instructions issued by Etihad Rail employees or authorised personnel acting under the powers granted by the Passenger Charter or relevant laws. Before removing a passenger, staff will explain the reason for the action and the nature of the violation.
Specified rules
The charter states that failure to comply with its provisions may lead to enforcement action. In cases of violations, Etihad Rail reserves the right to refuse travel, end a passenger’s journey, temporarily suspend or permanently restrict access to its services, and report the matter to relevant authorities.
Such measures may be taken without any obligation to provide a refund or compensation. The charter also clarifies that these actions do not affect any other rights or remedies available to Etihad Rail under its passenger regulations.
The company retains the authority to decide which measures are appropriate in each case. Failure to comply with the rules may result in passengers being denied travel, removed from trains, suspended from using Etihad Rail services, fined, or subjected to further civil or criminal action under the Conditions of Carriage and applicable national laws.
Security screening procedures
Etihad Rail said it carries out random security checks at stations to ensure the safety and protection of all passengers. Any item identified as a potential safety or security threat may be refused for carriage and, if required, reported to the relevant authorities.
Etihad Rail has emphasised that passengers must have a valid ticket before boarding trains or Etihad Rail buses. A ticket will be considered valid only if it includes the correct travel date, time and passenger name, has not already been used, and applies to the intended journey.
With automated ticket gates operating at major stations, passengers without valid tickets will not be allowed to access platforms or board trains.
Travellers found without a valid ticket will be required to purchase a Flexible Fare ticket for their journey at the standard applicable rate. Repeated violations may lead to restrictions on future use of Etihad Rail services. Passengers wishing to travel beyond their booked destination can purchase a flexible ticket onboard through the Train Manager or via the Etihad Rail mobile application.
Fair solutions for disrupted journeys
According to Etihad Rail’s Passenger Charter, travellers affected by delays or service disruptions will receive timely updates, assistance and appropriate solutions.
Passengers will be notified through multiple channels, including email, SMS, WhatsApp alerts, station information screens, onboard displays and public announcements. If a train departure is delayed by 30 minutes or more, passengers may choose not to travel and can either rebook on an alternative service or request a full refund of their ticket.
In the event of a cancellation, passengers will be given the choice to rebook on another train service or use alternative transport options. If a disruption occurs after passengers have boarded, Etihad Rail will make efforts to ensure they reach their final destination by rail without any additional charges.
The company said it will continue to support passengers in completing their journeys or provide suitable alternatives, in line with the provisions of the Passenger Charter.
Details of the Etihad Rail Passenger Charter
Following the launch of passenger services on the UAE’s Etihad Rail network, the company has introduced a comprehensive Passenger Charter outlining the rules, procedures and guidelines governing travel.
The charter is designed to enhance passenger safety, strengthen security measures across the network, and ensure a smooth, comfortable and organised travel experience.
Serving as both a contractual and regulatory framework, the Passenger Charter defines the rights and responsibilities of travellers using Etihad Rail services. It requires passengers to follow all operational, safety and security procedures implemented by the operator.
Security measures and passenger screening
Under the charter, Etihad Rail is permitted to introduce security measures, including screening passengers and their baggage before boarding or within station areas. These checks are aimed at ensuring compliance with security requirements and preventing prohibited items that could threaten public safety from entering the network.
These procedures, which are common across many rail and public transport networks worldwide, require passengers to cooperate with security and safety personnel, provide tickets or travel documents when requested, and comply with directions issued by station employees and onboard staff.
Right to refuse carriage or remove violators
The Passenger Charter gives Etihad Rail the authority to deny travel or remove passengers from trains or station premises if they breach applicable rules or if their actions pose a risk to the safety and security of passengers, employees or railway property.
Such measures may be taken in situations including:
- Refusal to undergo required security screening.
- Failure to follow instructions from train staff or security personnel.
- Aggressive, abusive or threatening behaviour towards others.
- Causing disruptions that affect the comfort of fellow passengers.
- Interfering with safety equipment or railway systems.
- Carrying prohibited items or materials.
- Actions that endanger passengers or railway operations.
The charter also clarifies that being removed from a train or refused carriage does not protect passengers from any legal consequences. Violations may still result in liabilities, penalties, fines or other enforcement action under applicable laws.
Shared responsibility
The Passenger Charter highlights that ensuring safe travel is a collective responsibility shared by Etihad Rail and its passengers. Travellers are expected to respect public property, consider the rights of fellow passengers, and follow appropriate standards of conduct across stations and onboard trains.
Passengers are also required to use facilities responsibly, avoid smoking in restricted areas, keep doors and emergency exits clear, and comply with all baggage regulations.
Prohibited materials
Railway safety regulations prohibit passengers from carrying items that may pose risks to safety or security. These include flammable, explosive, hazardous or dangerous substances, as well as any materials that could harm passengers or disrupt railway operations.
Etihad Rail said these measures align with international rail industry practices focused on preventing risks and strengthening safety and security across the network.
Key provisions of the Passenger Charter
The Passenger Charter outlines several key requirements for travellers using Etihad Rail services, including:
- Following all security and operational instructions issued by authorised personnel.
- Cooperating with security screenings when required.
- Presenting valid tickets or proof of travel upon request.
- Treating train staff and fellow passengers with respect.
- Not carrying dangerous, prohibited or restricted items.
- Protecting public property and railway facilities.
- Avoiding disruptive, abusive or aggressive behaviour.
- Complying with emergency and safety procedures.
- Accepting the operator’s authority to refuse carriage or remove passengers who violate the rules when necessary.
The charter states that using Etihad Rail services represents acceptance of these terms and conditions, helping create a safe, secure and comfortable environment for all passengers travelling on the UAE’s national railway network.
Transport experts: Passenger Charter supports safe and orderly travel
Transport specialists say introducing a Passenger Charter is an essential step for modern railway systems. Such guidelines establish clear expectations between operators and passengers, encourage responsible behaviour within stations and trains, and help minimise actions that could affect service quality.
As Etihad Rail continues to expand its passenger network and serve increasing numbers of travellers, these measures are expected to play an important role in maintaining efficient operations and upholding high standards of safety and reliability, supporting the UAE’s ambition to develop a world-class and sustainable public transport system.
