Protecting rail passengers rights is a topic of great interest since the market economy, by its mechanisms and principles promoted, may be associated with the notion of fairness. In relation to consumer’s needs, the concept of fairness is considered providing ample opportunities for information, buying and affordable choice of products and services of adequate quality requested price . The number of passengers has decreased considerably since 1990 and as a result rail transportation is likely to enter into a vicious circle duet o the fact that the low number of passengers will damage its financial position, limiting the ability to invest in improving services thereby causing service quality and passenger numbers continuing decline. In this paper we highlight problems identified as a result of a study conducted in North Station between 27.01.2013 -02.02.2013, in collaboration with the National Rail Passengers. Given that one of consumers’ fundamental rights is to be informed and educated, we believe that the innovations brought by our research can contribute to strengthening the rail passengers rights and creating a realistic perception by a better understanding of the consumer rail service concepts .
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