Polskie Koleje Państwowe S.A.
Centrala (Headquarters)
Al. Jerozolimskie 142A,
02-305 Warszawa
Contact for Passengers
For your comfort and efficiency of services, please direct messages to the company responsible for the specific area of activity.
For reports regarding the quality of services provided at railway stations managed by PKP S.A., please use the contact form or address:
PKP S.A. does not provide transport services - PKP Intercity company provides long-distance passenger and foreign transport services
PKP Intercity hotline for matters related to passenger transport and ticket purchase (at ticket counters, from conductors, via the www.intercity.pl website)
703 200 200 (Hotline for subscribers of fixed and mobile networks) Fee per minute of connection is PLN 1.29 brutto. The service is provided by "PKP Intercity" S.A.
+48 22 391 97 57 (Hotline for foreign network subscribers and for international calls) The cost of connection in accordance with the operator's tariff.
The numbers are available 24 hours a day, 7 days a week.
If you want to contact another railway company operating in Poland, their list with contacts can be found here
For people with limited mobility it is possible to report the need of help only to move around the station area by calling in advance at 22 474 13 13 or by e-mail to the following address:
To contact PKP Polskich Linii Kolejowych S.A. for topics related to railway infrastructure, platforms, megaphone announcements and passenger information use the form
At the eleven largest stations in Poland, you can freely borrow a book or leave a book that has been read for others.
Shelves with books are available in stationary Customer service points - InfoDworce which are located at railway stations in: Bydgoszcz, Gdańsk, Gdynia, Katowice, Kraków, Łódź Fabryczna, Poznań, Warszawa (Warszawa Centralna, Zachodnia and Wschodnia) and in Wrocław. InfoDworce are open on all weekdays from 7: 00-21:00. Visitors to railway stations may leave their books on the shelves or take those left by others on a trip. Lack of formalities makes the book easy to borrow even when you are in a hurry. It is also an excellent opportunity to spend time traveling on a train without a smartphone.
The Polish bookcrossing movement has enjoyed unwavering popularity among readers for years and can boast of impressive statistics on a global scale. In 2013, the PKP Group joined the international movement, opening a new space for the released books - railway stations. The official opening of the first bookcrossing shelf took place on 19/08/2013 at the Central Railway Station in Warsaw.
Important hotlines:
22 474 00 00 – Railway Security Guard
112 – European Emergency Number
997 – Police
998 – Fire Brigade
999 – Ambulance
986 – Municipal Guard (Commune)
987 – Provincial Center for Crisis Management
Railway stations, as an integral part of the infrastructure available to the general public are subject, in the scope of maintaining order, security, and preventing the violation of legal order, to statutory entities serving the public, intended for securing safety of people and maintaining public safety and order, including ensuring peace in public places and in public transport and public communication, that is the Police, Border Guard, Military Police, Municipal Guard (Commune).
PKP S.A. supports the activities of the Police and Municipal Guard in the above-mentioned scope and carries out security projects by introducing the following forms of protection at railway stations:
- Railway Security Guard patrols,
- video monitoring,
- Security Agencies specialized in the protection of persons and property,
- 24/7 monitoring centers.
If there is a situation that may be a threat to your or other travelers' safety, such as:
1. The presence of a person (or people) whose appearance and behavior causes your anxiety:
a. behaving aggressively,
b. being under the influence of alcohol or drugs,
c. destroying property,
d. not complying with the order regulations in force at railway stations;
2. A package or luggage left unattended:
a. which is not of interest to anyone in your environment,
b. from which any odor emanates (remember that poisonous substances may also have a pleasant smell, e.g. hydrogen cyanide/so-called prussic acid has the smell of bitter almonds) or a cloud of smoke or dust/powder of unknown origin,
c. from which strange objects (wires, containers, etc.) protrude;
3. Smoke or fire emanating from a closed room or from a nearby rubbish bin or sparks in a closet with electrical devices;
4. Malaise, shortness of breath, burning of the respiratory tract, painful irritation and watery eyes, fainting;
immediately notify the competent service, security staff and people in your environment!
A short film about safety on stations.
In case of danger, do not panic! Follow the announced sound messages (e.g. about evacuation) and strictly submit to security commands and services arriving at the scene of the incident. For your safety and that of other travelers, look after and do not leave your luggage unattended, and if you notice unattended luggage or a package, do not touch it, do not open it, do not move it. Notify the competent service as soon as possible about the situation! Look after your documents, wallet, phone and other valuable items. Always keep them with you in hard-to-reach, preferably lockable or zipped pockets. If possible, do not keep valuables in your luggage. Do not leave a bag such as a laptop bag unattended. Carry it with you. Do not fall asleep. A moment of inattention could be enough to lose a valuable object. Before entering the train, check and count your pieces of luggage so as not to leave any of them at the station. When you see that another traveler has been robbed, has feinted or feels unwell or observe any other disturbing situation - do not be indifferent! Respond and notify the proper service!
In order to improve safety and effectiveness of providing first aid in life-threatening situations, PKP stations are successively equipped with AED defibrillators. Currently, defibrillators are available in the following locations:
- Białystok
- Bielsk Podlaski
- Bielsko-Biała Główna
- Bolesławiec
- Bydgoszcz Główna
- Czeremcha
- Elbląg Główny
- Gdynia Główna
- Jabłoń Kościelna
- Jelenia Góra
- Kalisz
- Katowice
- Kłodzko Główne
- Kobylnica
- Korsze
- Kraków Główny
- Kuźnica Białostocka
- Legnica
- Lębork
- Mrozy
- Opole Główne
- Ostrów Wielkopolski
- Piła Główna
- Pobiedziska
- Poznań Główny
- Poznań Zachodni
- Siedlce
- Skarżysko-Kamienna
- Skierniewice
- Sochaczew
- Szczecin Główny
- Szczytno
- Szepietowo
- Szklarska Poręba Górna
- Wałbrzych Główny
- Warszawa Centralna
- Warszawa Śródmieście
- Warszawa Wschodnia
- Warszawa Zachodnia
- Węgliniec
- Wrocław Główny
- Zajezierze k. Dęblina
- Zawiercie
- Zielona Góra
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