FAQ

Yes, the BahnCard is valid on the alex. Please note that the BahnCard is not valid for journeys within transport associations such as VLC, RVV and MVV.

No, the ticket can be obtained at no extra cost from one of our customer service representatives. Please speak to a customer service representative immediately after boarding to purchase a ticket.

The ticket can be paid in cash or cashless using a debit or credit card. However, there is no entitlement to cashless payment.

You can buy tickets from our service points along the route or directly online.

Our train attendants can sell you tickets for most destinations on the German regional (local) network. Tickets for long-distance services (e.g. ICE, EC, IC) can only be purchased from our  service points along the route or directly online.

Due to the classification of the alex as a long-distance train in the Czech Republic, it is possible for passengers to reserve seats on the cross-border alex trains to/from Prague. Seats can only be reserved within the Czech Republic and/or cross-border in the direction to Germany.

• Passengers must make reservations in Domažlice at the latest; if the reserved seats are not taken by Domažlice, the claim expires.
• Unfortunately, it is not possible to reserve seats within Germany only. Reservations from Furth i. Wald to Munich will therefor not be considered.

If an alex connection is cancelled, we regret the inconvenience. In this case, the ticket is not tied to a specific train connection and can be used for the next available regional train on the same route without additional confirmation from the customer service center.

Please note, however, that this regulation does not apply to seat reservations with our partner České dráhy in the Czech Republic. Such reservations cannot be automatically transferred to other connections.

With the many connection options, priorities must be set. The timetable for the entire state of Bavaria is developed by the Bayerische Eisenbahngesellschaft (BEG), and it is not always possible to meet all needs. If a planned connection is at risk, the train staff can be informed. The connection will be noted, but no guarantee can be given.

In our real-time information system or at bahn.de.

If a delay of at least 20 minutes at the destination is expected, the following options are available:

• Continue the journey at the next opportunity on the same route or via an alternative route.
• Continue the journey at a later time if this shortens the arrival time.
• Use another regional train that does not require a reservation.

If a delay of at least 60 minutes is expected due to delay, train cancellation, or missed connection (excluding force majeure), the following options are available:

• Cancel the journey and receive a full refund.
• For partial use of the route, receive a refund for the unused portion.

Our online form can be used to assert these rights.

The new European regulation on rail passengers’ rights and obligations has been in force since 7 June 2023. This means that passengers have the same rights in Germany and throughout Europe. They guarantee passengers the same rights on all railways and apply to all trains, regardless of which railway they are operated by.

These passenger rights only apply to rail transport. This includes all types of trains, from the S-Bahn to the ICE. There is no compensation for delays caused by using the underground, trams, buses or taxis. You will need to contact the relevant transport company for this purpose. Further regulations may apply for journeys in transport associations and within the area of validity of national tariffs.

These passenger rights are conclusive claims due to train delays or cancellations. For example, arriving on time for an appointment is not part of the contract of carriage. The railway operators involved in the carriage are jointly liable for passengers’ claims for compensation, restitution and reimbursement of expenses if a single contract of carriage was concluded for the transport service.

A complete overview of passenger rights is available at fahrgastrechte.info.
Our online form can be used to assert claims.

Our newsletter provides timely information about timetable changes by e-mail. It can be unsubscribed from at any time if it is no longer needed.

Every passenger is required to have a valid ticket. If someone is found without a valid ticket, a higher transport fee applies.

However, it may happen that someone unintentionally becomes a "fare dodger." In such cases, the amount can be reduced if it can be demonstrated that the passenger was not at fault. The necessary documents can be submitted via our online form.

Costs for purchased single tickets cannot be refunded afterwards.

For better planning, groups of 21 or more people are asked to register at least 7 working days before the journey via our online form. Groups of 6 or more people can also purchase a group ticket with a discount of up to 50% off the regular price. This ticket can only be purchased in advance at one of our sales offices.

Note: The discount applies exclusively to group tickets under the Deutschlandtarif within Germany, but not to the Prague Special Ticket or travel to the Czech Republic.

We would like to provide all passengers with unrestricted seating and barrier-free boarding. However, due to the train’s construction and the lack of low-floor entry, it is unfortunately not possible for us to accommodate everyone without limitations.

Electric wheelchairs cannot be transported on the alex. Wheelchairs weighing more than 250 kg or wider than 63 cm also cannot be accommodated.

Every alex train has at least one combined 1st/2nd class car equipped with a mechanical folding ramp. This car is easily identifiable by the wheelchair symbol at the corresponding door.

Directly at the entrance, in the second-class area, there is a spacious compartment with three clearly marked seats for passengers with severe disabilities, two wheelchair spaces, and an accessible toilet. Our service staff ensure that these places are available when needed and are not used otherwise.

Since our staff have many operational tasks, they may need to be actively approached and asked for assistance. The transportation of wheelchairs under 250 kg must always be registered in advance with the Mobility Service Center so that additional staff are available on the platform – our service staff cannot manage this alone. In most cases, the Mobility Service Center will immediately suggest alternative travel options with other accessible transport providers.

Our toilets are thoroughly cleaned and disinfected daily as part of an interior cleaning service. In addition, cleaning staff are on board on certain routes on weekdays to ensure cleanliness during the journey. However, the high usage and sometimes older equipment occasionally lead to greater wear and tear and technical problems, which is why toilets are sometimes locked at short notice.

If maintenance or cleaning work is necessary, we work to make the affected areas accessible again as quickly as possible in order to always offer our passengers clean and functioning sanitary facilities.

In the compartment carriages, passengers can manually adjust the volume of the announcements. If the sound has been set to the lowest volume or muted by a previous passenger, the announcements may not be audible. Please check the volume control in your compartment.

Coordination when there are several parties involved: If several railway operators are affected on a route, either the operations control centres of DB InfraGO AG or the dispatcher coordinate which train has priority on certain sections.

The decisions of the operations control centres are based on the wishes of all customers (i.e. the various ROs), taking into account the timetable specifications and the economic objectives of DB InfraGO AG.

Decision in the event of sole affectedness: If only trains of the same company are affected on a route, the company’s own control centre decides which train has priority.

Train delays can be caused by a variety of factors, some of which are difficult to predict. These factors include both infrastructural and operational conditions that can affect a train’s timetable.

Build-up and reduction of delays: Every train timetable contains time reserves that are used to reduce minor delays along the route. These reserves are buffer times that allow a train to arrive on time at a later destination despite a slight delay. However, there are limits to the reduction of delays, and in many cases new delays can occur, further disrupting the timetable.

A train is not allowed to leave before its scheduled departure time, ensuring that passengers who rely on timetables make their connections. However, the arrival time of a train can vary as these time reserves are used to varying degrees or new obstacles arise that cause additional delays.

Example of the development of a delay: A practical example shows how delays can develop: In the Czech Republic, a train runs with a 10-minute buffer. During the journey, a train crossing in Česká Kubice causes a delay. On the remainder of the journey towards Schwandorf, the train is able to make up some of the delay thanks to sufficient reserves in the timetable. However, a change of locomotive due to unscheduled shunting in Schwandorf causes another delay of 5 minutes. This delay is then again reduced slightly by the time the train reaches Regensburg.

Unpredictable influences: Another aspect that can cause delays is the fact that trains sometimes have to follow slower trains that stop at many stations. This causes a chain reaction in which subsequent trains also suffer delays.

The unpredictability of delays is a particular problem. Not every delay can be accurately predicted by the control centre. An example of this is a signalling failure that occurs suddenly and can easily result in a 15 minute delay. Such disruptions cannot always be predicted to the minute, so the control centre relies on information from the train crew. Even if the control centre predicts delays, these predictions do not always match the actual development, resulting in variations between estimated and actual delays.

Other causes: Roadworks and single tracks are other typical causes of delays. Construction work often results in operational restrictions, and single tracking means that trains can only travel in one direction on certain sections of track, slowing traffic and causing delays.

Interrelationship of delays: The relationship between the different causes and the actual pattern of delays shows that the rail network is a complex system with many interacting factors. Delays are often the result of a chain of events, where small delays can quickly add up, while the ability to reduce delays is limited. The unpredictability and large number of possible influencing factors make it difficult to make accurate forecasts, which further complicates the work of control centres.

The Bayerische Eisenbahngesellschaft (BEG) specifies the number of train cars for each route in its tenders, with operational limits also set for the maximum number of attached coaches. Typically, alex trains operate with up to seven coaches. Due to higher passenger demand between Munich and Regensburg or Schwandorf, additional coaches are required on these sections and are ordered by the BEG. The coaches uncoupled in Regensburg, for example, reinforce the next train towards Munich. This approach not only offers operational benefits but also helps protect the environment, as no additional locomotive is needed, reducing both energy consumption and CO₂ emissions. It also provides greater comfort on heavily used routes.

Additional coaches are coupled or uncoupled in Regensburg or Schwandorf. This usually takes place Monday to Friday – in the morning in Regensburg and in the afternoon in Schwandorf – where shunting operations at the front of the train are carried out.

The destination of each coach can be seen on the route signs at the exterior doors and on the electronic displays of the grey coaches. In case of uncertainty, train staff can provide information to ensure passengers are in the correct coach. Before any coach is uncoupled, staff make sure that no passengers remain on board.

After the alex arrives in Regensburg, coupling the additional coaches may take a few minutes. Passengers are asked for patience and to distribute themselves evenly across all coaches to ensure sufficient space. Please follow the announcements made by the train staff.

A train split in Schwandorf occurs only on the daily service to Prague/Hof departing from Munich at 16:44. One section continues to Prague, the other to Hof. The signs on the entrance doors of the coaches indicate which section one is in.

All other services operate without splitting between Munich and Prague/Hof and back.

The DB Group still owns the infrastructure, i.e. the tracks and stations. The alex provides operational services on this infrastructure using its own vehicles and personnel. Announcements and displays in stations are controlled by Deutsche Bahn. The alex provides all the necessary data for correct announcements at stations along the alex route.