It operates 7 days a week, 24 hours a day, regardless of weather conditions. In case of disruptions, it provides travelers with all possible assistance, e.g., by organizing replacement transport for them. Last year, the Customer Support Center prepared 300,000 refreshments for travelers and organized taxi transport for 400 people. Check out what else the CSC staff does.
In the interest of a good journey
The Customer Support Center was established on the initiative of PKP Intercity, PKP SA, and PKP Polish Railway Lines. The main task of the team, which consists of 3 to 6 people, is to provide passengers with round-the-clock assistance at every stage of their journey. Thanks to direct cooperation with traffic dispatch, the CSC has up-to-date information on all trains. The team intervenes in emergency situations when disruptions occur, including those caused by adverse weather conditions. In such cases, CSC staff decide on providing travelers with hot drinks, water, or refreshments. At the same time, if a train is immobilized on the route, the CSC assesses the situation of passengers on board and prioritizes assistance to those most in need (e.g., those traveling with small children, the elderly, or passengers with disabilities). The team also ensures that travelers reach their destination – usually by a PKP Intercity train or another carrier. There are also cases where CSC staff decide to launch replacement bus transport, transport individual passengers by taxi, or provide accommodation. Each situation is considered individually.
Help in unusual situations
CSC staff intervene in unusual situations. As noted by Piotr Janicki from the PKP Intercity Dispatch and Transport Realization Office, thanks to the actions of the CSC, many troublesome situations for passengers are successfully resolved.
– The Center receives a number of different cases requesting help. For example, thanks to the immediate intervention of the staff, it was possible to provide replacement transport for a family traveling with a sick boy for surgery at a hospital in Warsaw. We also often receive reports about items lost by travelers, which we manage to recover. It also happens that families of elderly people who have fallen asleep during the journey and are not answering their phones call the hotline asking for the conductor team to wake the passenger up before the destination station. In such cases, the matter is also coordinated by the CSC – explains the carrier’s representative.
Assistance to people with disabilities
One of the tasks of the CSC is also to participate in the process of organizing assistance for people with disabilities and reduced mobility. CSC staff are responsible for reviewing applications, comprehensively organizing assistance for travelers, and monitoring journeys previously reported by people with disabilities. The team reacts in non-standard and emergency situations, considers each case individually, and, depending on the situation, takes rational actions to enable a person with a disability to travel by train.
Round-the-clock care
CSC staff have up-to-date information on train traffic. They check and update passenger announcements made on trains, at stations, and on platforms. At the same time, they post all information regarding changed traffic organization on the Intercity.pl website.
Hotline for travelers
It is worth remembering that the PKP Intercity Hotline operates 24/7 for travelers. By calling 19 757, passengers can receive information regarding, among other things, emergencies or train service disruptions. At the same time, people with disabilities can obtain help with organizing train travel at this number.