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Customer Guarantees & Passenger Rights
Since 7 June 2023, the new European regulation on passenger rights and obligations in rail transport has been in effect. This establishes uniform passenger rights in Germany and across Europe. They guarantee passengers equal rights with all railway companies and apply to all trains, regardless of which railway company operates them.
These passenger rights apply only to rail transport. This includes all trains, from S-Bahn to ICE. There is no entitlement to compensation for delays when using subways, trams, buses, or taxi services. For these cases, please contact the respective transport company. Additional regulations may apply for trips within transport associations or under regional tariffs.
These passenger rights cover final claims for train delays or cancellations. For example, arriving on time for an appointment is not part of the carriage contract. The railway companies involved in the transport are jointly liable for passenger claims for compensation, reimbursement, and expense claims, as long as only one carriage contract was concluded for the transport service.
A complete overview of passenger rights is available at fahrgastrechte.info
Making a claim
Railway companies have agreed on joint processing of reimbursement, expense claims, and compensation claims. Together with the Passenger Rights Service Center, they act as “joint controllers” under Article 26 of the EU General Data Protection Regulation (EU GDPR).
For a simple and fast claim process, the online passenger rights form is available. It ensures that all necessary information for processing is fully captured.
All processes are forwarded exclusively to the Passenger Rights Service Center. Processing, including correspondence and any payment, is handled according to data protection regulations exclusively through the Passenger Rights Service Center.
For postal claims for compensation or reimbursement, the passenger rights form is available as a PDF.
The form can be sent along with the original ticket or a copy to the following address:
Passenger Rights Service Center
More Information:
More information:
National Enforcement Body for Passenger Rights
More Information:
Eisenbahn-Bundesamt
Durchsetzungsstelle für Fahrgastrechte
Heinemannstr. 6
53175 Bonn
Federal Passenger Rights Mediation Office
More Information:
söp Schlichtungsstelle für den öffentlichen Personenverkehr e.V.
Fasanenstraße 81
10623 Berlin