Piotr went to Dresden with his wife for the market. He used a special ticket. The journey to the capital of Saxony was trouble-free. The return journey was unfortunate.
– The problems began when we were supposed to change in Zgorzelec to a train to Bolesławiec – Piotr recalls. Around a hundred passengers were waiting on the platform, in the rain, cold and darkness, without any announcements about the train’s actual arrival time. Eventually, they heard from a security guard that the train might be waiting at Zgorzelec Miasto station. – We went there by taxi, but the train was already gone – he recounts.
With no shelter or information available, people sought help at a nearby McDonald’s. – An attempt to call the railway helpline was unsuccessful; no one answered – Piotr says. Another train was supposed to appear at around 9:57 p.m., and an approaching locomotive was even announced, but it turned out to be a false alarm. A freight train passed through, but there was no passenger train. – No announcements, no assistance – emphasizes the Bolesławiec resident. In the end, everyone had to manage on their own: some ordered taxis costing several hundred zlotys, while others tried to get friends to drive from distant locations. Piotr managed to return only around midnight, thanks to help from a neighbor, well beyond the scheduled time: “We got home at around midnight, although we were supposed to be home before 9 p.m.”
– Referring to the difficulties described by passengers returning from Dresden last Sunday evening, when the planned connection with the train heading toward Bolesławiec did not take place at Zgorzelec Ujazd station, I would like to explain that the reason why the train could not travel from Zgorzelec Miasto station to Zgorzelec Ujazd station was a failure of railway traffic-control equipment. Koleje Dolnośląskie, as the carrier, had no influence over this – informs Bartłomiej Rodak, spokesperson for Koleje Dolnośląskie.
KD’s attempt to organize replacement transport was unsuccessful because no carriers with buses were available at that time and place. The next scheduled train was due to depart at 9:44 p.m. However, this service was also delayed. Ultimately, the train departed from Zgorzelec Ujazd at 10:30 p.m.
– Contrary to what passengers have said, it is not true that there were no more connections that evening. Nevertheless, as the carrier, we would like to apologize. Since people who did not wait for the last train decided to try to return home on their own, which may have caused them difficulties and exposed them to stress, all complaints submitted by those affected by these inconveniences will be carefully reviewed, and each case will be examined in detail – adds KD representative Bartłomiej Rodak.
Passengers may submit a complaint, which can be sent via the Koleje Dolnośląskie website under the “Complaints and Claims” tab.
It is known that breakdowns happen, but in this case the passengers’ main source of frustration was the lack of contact with the carrier and the lack of information.