Assistance for Persons with Disabilities and Persons with Reduced Mobility (PRM)
PKP S.A. provides an assistance service for persons with disabilities and persons with reduced mobility (PRM) when moving around the railway station area, platforms, underground passages, footbridges, and other pedestrian pathways. Assistance related to boarding and getting off the train is provided by the train crew.
Assistance in getting on board/getting off board/changing the trains
When and how to report your journey?
When planning a train journey, passengers should report their travel and the need for assistance to the carrier at least 24 hours before the planned journey, using one of the following methods:
- by phone via the carrier's hotline,
- by email to the carrier's specified address or via the registration form (if the carrier offers the option to report electronically).
What information should be provided when reporting a journey?
We ask all passengers requesting assistance during their journey to provide the necessary information for the efficient execution of the service:
- Date and time of journey,
- Route (departure and arrival station, transfer station) with an indication of the station where assistance is needed,
- Planned departure and arrival times,
- Carriage and seat number – if the journey is by train with a seat reservation,
- Type of mobility limitation and the expected form of assistance,
- Information whether another person (carer) or assistance dog will accompany the traveler,
- Information about the passenger’s luggage (weight and size),
- Additional information (important for the assistance process),
- Contact phone number of the person traveling or their carer.
How to start your journey?
A person with reduced mobility should arrive at the station no later than 30 minutes before the scheduled train departure. This allows enough time to safely and calmly reach the train. The meeting point for the passenger and the person providing the assistance service is the main hall of the station, in the area marked with a special blue sign – the waiting area for persons with reduced mobility.
When getting off the train, security staff wait for the passenger on the platform where the train with the mentioned person stops.
The assistance of railway station security staff takes place from the passenger's waiting location to the train doors through which the person will board, or from the train doors from which the person is getting off to the designated area at the station or to the main exit from the station area. During the entry and exit to and from the train help and assistance is provided by the train’s crew.
How to request assistance at the station?
There is also a possibility to request assistance with mobility only within the station area. Such a request should be made by calling the following number in advance: 22 474 13 13, contacting via e-mail at:
PKP S.A. reserves the right to not provide the service in case of intervention activities carried out by security personnel.
Where is the assistance service provided?
A list of stations where the assistance service is provided*
- Białystok
- Bielsko-Biała Główna
- Brzeg
- Bydgoszcz Główna
- Ciechanów
- Częstochowa
- Częstochowa Stradom
- Działdowo
- Elbląg
- Ełk
- Gdańsk Główny
- Gdynia Główna
- Gliwice
- Głogów
- Gorzów Wielkopolski
- Iława Główna
- Inowrocław
- Jarosław
- Jelenia Góra
- Kalisz
- Katowice - On the Katowice – Tarnowskie Góry section, to/from the rail replacement transport services stop, the assistance service is temporarily suspended. For any questions, please contact us at 22 474 13 13.
- Kielce Główne
- Kłodzko Główne
- Kołobrzeg
- Konin
- Koszalin - Assistance service temporarily suspended. For any questions, please contact us at 22 474 13 13.
- Kostrzyn nad Odrą
- Kraków Główny
- Kutno
- Legnica
- Leszno
- Lublin Główny
- Lubliniec
- Łódź Kaliska
- Łódź Widzew
- Malbork
- Myszków
- Olsztyn Główny
- Opole Główne
- Ostrów Wielkopolski
- Piła Główna
- Piotrków Trybunalski
- Poznań Główny
- Przemyśl Główny
- Pszczyna - Assistance service temporarily suspended. For any questions, please contact us at 22 474 13 13.
- Radom Główny
- Rybnik
- Rzeszów Główny
- Siedlce
- Skarżysko-Kamienna
- Skierniewice
- Sławno
- Słupsk
- Sopot
- Sosnowiec Główny
- Stargard
- Szczecin Główny
- Świnoujście
- Tarnowskie Góry - On the Katowice – Tarnowskie Góry section, to/from the replacement transport services stop, the assistance service is temporarily suspended. For any questions, please contact us at 22 474 13 13.
- Tarnów
- Tczew
- Wałbrzych Miasto
- Warszawa Centralna
- Warszawa Gdańska
- Warszawa Śródmieście
- Warszawa Wileńska
- Warszawa Wschodnia
- Warszawa Zachodnia
- Włocławek
- Wrocław Główny
- Zawiercie
- Zielona Góra Główna
* - In the case of renovation requiring its closure, the provision of assistance at the station may be suspended.
At stations marked with an underline, there is a possibility to use a wheelchair. Please inform about such a need when requesting assistance.
Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations
Where can I obtain information about rail connections?
Information about railway connections can be found on the websites rozklad-pkp.pl/en and portalpasazera.pl/en.
Information about PKP Intercity connections can be found on the website of the carrier at www.intercity.pl/en, or hotline number 703 200 200 (fee: PLN 1.29/min - the service is provided by "PKP Intercity" SA) or via the contact form available at: https://www.intercity.pl/en/site/for-passengers/information/contact/.
Information about PKP SKM connections in the Tri-City can be obtained by calling the helpline at 58 721 21 70. A specific connection can also be found through the search engine on the website: http://www.skm.pkp.pl/.
How can I buy a ticket for a train ride?
Tickets can be purchased using the BILKOM application, available on the website: https://bilkom.pl/.
Tickets for PKP Intercity connections can be obtained through the www.intercity.pl/en, website, via the IC Mobile Navigator application and in ticket machines and ticket offices. Information on the possibility of purchasing a ticket for the PKP Intercity train can also be found at: https://www.intercity.pl/en/site/for-passengers/information/where-to-buy-the-ticket/
What discounts can I count on? Are there any promotions on the railways?
Information on the current PKP Intercity special offers: https://www.intercity.pl/en/site/for-passengers/offers/special-offers-for-domestic-transport/
Information about the current offer of PKP SKM in the Tri-City: https://www.skm.pkp.pl/taryfy-i-przepisy/promocje/
I will travel with a disabled person. We need help getting to the platform and getting on the train. Where can I find assistance?
Information on assistance for persons with disabilities at train stations can be found at: Informacje dla pasażerów niepełnosprawnych lub o ograniczonej sprawności ruchowej
Information for assistance during a PKP Intercity train journey: https://www.intercity.pl/pl/site/dla-pasazera/informacje-dla-osob-z-niepelnosprawnoscia-i-osob-o-ograniczonej-sprawnosci-ruchowej/
Information about assistance for the PKP SKM trains in the Tri-City: https://www.skm.pkp.pl/dla-pasazera/informacje-dla-niepelnosprawnych/
Where can I find information about any possible delay of the train I will be taking?
The conductor team is available for passengers during the journey. The train conductor or train manager will provide information about the reason for the delay and the expected departure time.
Where can I file a complaint/claim in the event of lack of satisfaction with the services on the train?
Information on complaints regarding travel by PKP Intercity train: https://www.intercity.pl/en/site/for-passengers/information/claims-and-complaints/
I left my luggage on the train. How can I get it back?
Information on luggage left on a PKP Intercity train: https://www.intercity.pl/en/site/for-passengers/information/odbior-zagubionego-bagazu1.html
Information about luggage left on a PKP SKM train in the Tri-City: https://www.skm.pkp.pl/dla-pasazera/zgubione-i-odnalezione/
I drove a car and noticed that the barriers/signals were damaged. Where can I report it?
Railway-road crossings are marked with yellow stickers on which there are three basic data: individual identification number of the road-rail crossing enabling its quick location, emergency number 112 and other emergency numbers. The 112 emergency number is used to report accidents or car breakdowns at the crossing. The numbers given "in the event of a breakdown" are numbers to inform the railway dispatcher on the premises of a particular railway line about equipment defects or damage to the markings at a rail-road crossing if there is no immediate threat to life. At crossings with boom barriers, the stickers are located on the inside of the barrier, on the side of the boom gate framework. On the remaining crossings the markings with numbers are located on the back of the cross of Saint Andrew. More at: http://www.bezpieczny-przejazd.pl/o-kampanii/zoltanaklejkaplk/
Where can I complain about the operation of a station?
Comments and suggestions regarding the operation of railway stations managed by PKP S.A. can be submitted by e-mail to the following address:
In the case of the 11 largest railway stations, complaints can also be submitted at InfoDworzec points: http://www.pkp.pl/pl/kontakt/infodworce
I saw a suspicious package at the station. Who can I report it to?
You should inform a station security guard, an officer of the Railway Security Guard (SOK) or a Police officer. A suspicious package can also be reported by calling the Police (No. 112 or 997) or the Railway Security Guard (22 474 00 00).
I am interested in renting space at the railway station. Who should I contact in this matter?
For renting space at railway stations, the office of PKP S.A. Real Estate Office (Biuro Obrotu Nieruchomościami PKP S.A.) is responsible. Contact of the Office can be found at: kontakt nieruchomości. Current offers for renting space in buildings managed by PKP S.A. can also be found on the website: Wynajem oferty.
How do I get permission for using space at the station, for example to organize a cultural event?
Please contact the Office of Communication and Promotion by sending an e-mail to
Bydgoszcz Główna;
Gdańsk Główny;
Gdynia Główna;
Katowice;
Kraków Główny;
Poznań Główny;
Warszawa Centralna;
Warszawa Wschodnia;
Warszawa Zachodnia;
Wrocław Główny.
Contact to individual InfoDworce points are located here
Opening hours of InfoDworce: daily from hours 7.00-21.00
Services offered at InfoDworce:
• Information about the station and available services;
• Information on the topography of the city, public transport, tourist attractions;
• Help in using devices available at the station;
• Information on the possibility of renting space at the station;
• Information on the possibility of organizing an event at the station, marketing campaign;
• Help for disabled persons and persons with reduced mobility;
• Sign language interpreter service;
• Help with lost luggage;
• Receiving comments, complaints and claims.
Station managers are assigned to the largest stations in Poland. Their task is to manage a given complex. Managers care about the comfort of travelers as well as the cleanliness and technical condition of the station. They are also responsible for cooperation with tenants of commercial areas.
Development projects are conducted and managed by a subsidiary of PKP S.A., which was established specifically with them in mind – Xcity Investment. All information and news updates on the investments are available at www.xci.pl.