Deutsche Bahn: What rights passengers have in the event of delays and train cancellations

Nationwide warning strike
Deutsche Bahn: Passengers have these rights in the event of a delay or cancellation of a train

When Deutsche Bahn goes on strike, chaos is inevitable. But what rights do passengers have in the event of delays and train cancellations? An overview.

Trains stand still all over Germany on Friday morning. The warning strike by the railway and transport union EVG der Eisenbahnverkehr is once again causing chaos at German train stations. Deutsche Bahn only wants to slowly resume traffic from 1 p.m., but restrictions are to be expected until the evening hours. For passengers, this often means major losses – in terms of time and money.

If a train is delayed for more than an hour, rail passengers are entitled to a partial refund of their ticket. However, not all Deutsche Bahn customers still know what they are entitled to in the event of a train delay or a complete failure. The star gives answers to the most important questions.

When is there compensation?

If the delay is more than 60 minutes, the train has to pay. The decisive factor is the difference between the planned and actual arrival time at the destination. This also applies when using several trains from different railway companies and when connecting trains are missed. If, for example, the regional express from Cottbus to Berlin main station to the ICE to Hanover is late and the passenger can only continue their journey an hour later with the next ICE, compensation is due.

What reimbursement amounts can I expect?

Train passengers are entitled to a refund of 25 percent of the fare for a delay of 60 minutes or more, and 50 percent for a delay of 120 minutes or more.

Where can I get a confirmation?

The train conductors documented the date and the train number on the ticket when validating it with pliers. Digital tickets are also stored in the system on the smartphone. The conductors and employees at the DB Service Points confirm the delays. Important: Even without this certificate, a refund is now possible. Because the service centers have access to all train travel data, including verifiable delays.

Which form do I need?

The passenger rights form. On the two-sided DIN A4 paper, the customer enters which ticket he used, the planned and actual journey and the desired type of reimbursement. The form is available from the conductor and the travel center. The completed form must be handed in at the travel center together with the original ticket or copy of the season ticket. It can also be sent by post to the Passenger Rights Service Center in 60647 Frankfurt am Main. The Passenger Rights Form is also available on the Internet, must be printed out and filled out.

Does the refund also work without cash?

There are three options for reimbursement: cash at the counter, transfer to the specified bank account or in the form of a voucher that is valid for one year. The latter can be redeemed when buying the next ticket at the counter, at the machine or on the Internet.

Can I also submit my claim for compensation online?

Yes, but only if the ticket for the journey for which claims are being submitted was purchased via a customer account or is stored in the customer account be requested.

What exceptions are there?

There is a minimum limit of four euros. If the compensation is lower, nothing will be refunded. Deutsche Bahn accepts no liability in cases for which it is not responsible, such as personal injury (suicide) on the route or if the passenger is at fault.

In contrast to air travelers, rail customers are also entitled to compensation or reimbursement of costs in the event of a strike.

Is there a refund in case of bad weather?

They also apply to capricious weather passenger rights, the European Court of Justice (ECJ) decided in 2013. If, for example, a storm affects rail traffic, there is still compensation for delays.

Do season ticket holders also get a refund?

For this group of people, Deutsche Bahn has set lump sums as compensation. For a delay of 60 minutes, local transport season ticket holders receive a credit of 1.50 euros. So you have to claim at least three such delays in order to skip the de minimis limit of four euros. Holders of long-distance travel season tickets and the Bahncard 100 receive five euros for every 60-minute delay.

By what deadline do I have to submit my application?

The rail customer has up to one year after the expiry of his ticket to register his passenger rights form.

Can I also submit a taxi receipt?

If the train arrives at its destination between midnight and 5 a.m. according to the timetable and a delay of 60 minutes is expected, travelers can use the bus or taxi instead. A taxi receipt will be reimbursed up to a maximum of 80 euros.

Will a hotel bill be reimbursed as well?

If the train journey cannot be continued due to a delay with the last scheduled connection of the day, “reasonable accommodation costs” for a hotel will be reimbursed.

Is there a refund if I don’t go on a train journey?

If a delay of more than 60 minutes becomes apparent before the start of the journey, the passenger can withdraw from his journey and have the full fare refunded – if a section of the journey is used, the unused portion.

In the event of a delay, can I take an ICE train instead of the regional express?

If a train delay of at least 20 minutes is announced, travelers are allowed to change to a higher-quality train that does not require a reservation. In practice, however, the system is complicated: “Customers with a local transport ticket must first have a valid long-distance ticket or the product transition” – e.g. B. from the Regional Express to the ICE – pay, it says at the train. The customer can then have the difference refunded. The regulation does not apply to “significantly reduced tickets”, such as the Schönen-Wochenende or Länder-Ticket.

Who can I contact if my application has been rejected?

Complaints about decisions made by the Passenger Rights Service Center can be addressed to the Arbitration board for public transport registered association (söp) turn. The address: Fasanenstrasse 81, 10623 Berlin. Tel. 030 – 6 44 99 330, e-mail: kontakt(at)soep-online.de

Where can I find more information on the internet?

Deutsche Bahn passenger pages: www.bahn.de/fahrgastrechte
Rail passenger rights form: to the online form
Arbitration board for public transport eV: www.soep-online.de

Also read:

– Deutsche Bahn pays less compensation to customers

– How the corona crisis is accelerating the renaissance of the sleeping car

– Bahn announces longer journey times on some long-distance routes