Objective: The objective of this research is to analyze the public service provision in rail transportation and explore the legal responsibilities of railway operators, focusing on user comfort and safety. Theoretical framework: The study builds on existing theoretical frameworks related to public service principles, legal responsibilities of railway operators, and the integration of control, supervision, and public interest in rail services. Method: Employing a normative legal research method and qualitative descriptive analysis, the study investigates the state and implications of public services and the legal obligations of railway operators. Results and conclusion: The study reveals that railway operators must understand and enact their legal duties, ensuring minimum service standards. It pinpoints areas for potential enhancement, such as train scheduling efficiency, quality of facilities, and customer complaint handling. Implications of the research: The findings suggest measures for improving public services in rail transportation and meeting railway operators' legal responsibilities, leading to increased passenger comfort and safety and sustainable railway industry development. Originality/value: This study deepens understanding of railway operators' legal responsibilities and public service provision in rail transportation. It contributes valuable insights and recommendations for railway operators, enriching knowledge on enhancing public transportation services' quality.