Snow, storms and ice can make traveling difficult or impossible. Is this “force majeure”? Or are passengers still entitled to compensation? Passenger rights at a glance:
Train
A new EU regulation “on the rights and obligations of rail passengers” has been in force since June 2023. Since then, rail companies in the EU no longer have to pay compensation if exceptional circumstances over which they have no control are the reason for a delay. These include extreme weather, police operations, cable thefts, emergency medical services on trains or people on the tracks. According to the Federal Association of Consumer Organizations, this does not include an autumn storm or a sudden onset of winter: this does not mean “seasonal weather conditions”. Rather, these must be “extraordinary natural disasters”. However, in the event of snow, storms and ice, train passengers are still entitled to compensation.
What to do if the train doesn’t run?
If a train is canceled due to snow chaos or a storm, or if the passenger misses their connection due to weather, they can switch to any other train at no extra charge – if one is running. For offers such as a saver price ticket, the train connection is canceled. Train travelers are also allowed to change trains if they expect that the train they have booked will reach its destination with a delay of more than 20 minutes.
If the rail traveler takes a more expensive train in order to get around at all, for example an ICE instead of a local train, he or she must first pay the surcharge. He can then have the money refunded at a DB travel center. However, heavily discounted tickets such as the Deutschlandticket, the Länder-Tickets and the Quer-durchs-Land-Ticket are excluded; the price difference will not be refunded. The combination of a Germany and long-distance ticket can also lead to problems: If you miss your connection due to a delay when changing from local to long-distance transport and you had a train-specific ticket for the second leg, then you cannot simply use it for another train.
If train connections are canceled or are delayed by more than 60 minutes, you can also have the equivalent of your train ticket refunded, including the seat reservation, and forego the journey. If you get stuck on the way and return to the starting station in frustration, your entire journey will be reimbursed. If you do not turn back, you will only receive a refund for the unused portion of the booked route.
Does the railway pay compensation for delays?
If a passenger arrives at their destination at least an hour late, the railway must refund 25 percent of the fare. If there is a delay of two hours, it is 50 percent (for a one-way journey, so for a return ticket only half of the total price counts). Because of the new EU rules, rail travelers are not entitled to compensation in the event of police operations, cable thefts, emergency medical services on the train, natural disasters or if there are people on the tracks.
How can passengers prove connection disruptions?
Evidence is important to assert claims. Ideally, travelers should have a certificate of disruption to DB employees at the station or on the train. Alternatively, those affected can also take photos of display boards or screenshots of the information in the DB app or on the railway company’s website on which the delay or cancellation of the train is noted.
How does the railway compensate commuters with season tickets?
For delays of 60 minutes or more, passengers with a season ticket receive a flat rate of compensation per journey. Season tickets for second class long-distance travel are five euros, and for first class they are 7.50 euros. BahnCard 100 holders get ten euros in second class and 15 euros in first class. In total, a maximum of 25 percent of the season ticket value will be compensated.
In local transport, train drivers cannot expect any significant compensation. From 60 minutes late there is a flat rate of 1.50 euros in second class and 2.25 euros in first class. However, amounts of four euros or more will only be paid out. Local transport customers only receive their money from the second or third delay within the validity period of the time ticket.
How do travelers get their money?
In order to make a claim, you must the relevant passenger rights form fill out. Travelers can get it on the train, at the DB information desk, in DB travel centers or on the railway website. If the ticket was purchased via a customer account on bahn.de, Claims can be registered online and in the DB Navigator app.
Does the railway pay for a taxi or a hotel room?
First of all, travelers must find out whether the railway offers an alternative connection, for example a rail replacement service. If this is the case, the railway offer always has priority.
However, taking a taxi on your own could be expensive. Because that’s what applies special rules: First of all, there must be no transport alternative offered by the railways. The train also only has to reimburse costs of a maximum of 80 euros – and only if the planned arrival at the destination station is between midnight and five o’clock and the train would be at least an hour late or the last scheduled train of the day is canceled and you would otherwise not reach your destination by midnight.
If it is not possible or unreasonable to continue the journey on the same day, the railway must also cover the costs for a hotel room. Since options organized by the railway always have priority, passengers should first contact the ticket sales or information point or train staff before trying to find accommodation themselves.
What if I missed my flight or ship because of the train delay?
Anyone who hasn’t booked a package trip or at least a Rail&Fly ticket will probably be stuck with the costs. Because the railway only has to compensate for the canceled train ticket and not for the flight. The most passengers can hope for is the goodwill of the airlines when rebooking.
Airplane
Do passengers receive compensation if the flight is delayed or canceled due to weather?
Actually are in the EU Air Passenger Rights Regulation In the event of delays, staggered compensation of up to 600 euros is provided – but in contrast to the railway, not if adverse weather conditions are the cause. However, airlines must not excuse themselves too easily because of force majeure: if the antifreeze runs out or the de-icing takes too long, airlines must compensate for the delay.
If a flight is canceled because of the weather or if it arrives more than five hours late, airlines must always provide reasonable replacement transport (for shorter distances, for example by train if it runs) or refund the money within seven days . In addition, anyone stuck at the airport is entitled to support services such as drinks, food and, if necessary, an overnight stay in a hotel. This applies to flights of up to 1,500 kilometers with a waiting time of at least two hours. For a distance of 1,500 to 3,500 kilometers, support is available after three hours, and for distances of 3,500 kilometers or more after four hours.
How do air travelers make their claims?
Passengers can check and assert claims, for example, using the Fluganger app from the NRW consumer advice centera A sample letter is also available on the website of the European Consumer Center Germany. In the event of a dispute, you can contact us free of charge Contact the arbitration board for public transport or hire a service provider such as Flightright, Fairplane, EUclaim or EUflight for a commission.
What regulations apply to package tours?
For package tours, the tour operator is the contact person: He has to ensure that the customer gets into the air, because the flight is part of the contract. The tour operator is also responsible for the costs of meals or overnight stays resulting from a delay.
Long-distance bus
What rights do bus passengers have if the trip is canceled or leaves much too late?
Once again, different rules of the game apply Long-distance bus travel. Passenger rights can be invoked for journeys longer than 250 kilometers and at least one departure or arrival point in the EU. Those waiting are entitled to snacks and drinks if they are still at the bus station 90 minutes after the scheduled departure. The bus provider would also have to pay for a hotel room in the event of an involuntary overnight stay – but not if storms or snow chaos make a safe journey impossible. The bus companies cannot be held responsible for late arrivals due to traffic jams: they cannot simply break up the line of cars. When it comes to long-distance bus travel, what is important is the delayed departure time and not the arrival time.
If it is foreseeable to the provider that the tour will be canceled, the departure will be delayed by more than 120 minutes or the bus is overbooked, it must immediately give its customers a choice: If they want to start the trip later, they want to start the trip earlier via a different route start or choose an alternative transport for the same price? Or should the fare be refunded – if necessary including a free return bus ride to the starting point? If the bus company fails to offer these options, the passenger is entitled to compensation: then half of the fare is refunded on top.