Passengers' rights - Regulations applicable to domestic services
Deutsche Bahn AG staff will assist you on board the train and at the station to ensure that you enjoy a pleasant journey. Your satisfaction is our prime concern.
Compensation for late arrival at your destination station
- Passengers who arrive at their destination station 60 minutes late or more are entitled to compensation of 25 per-cent of the fare paid for a single journey, and 50 per-cent for delays of 120 minutes or more.
- For return journeys, compensation is calculated as half of the fare paid.
- The ICE Sprinter supplement will be refunded if the ICE Sprinter is delayed by 30 minutes or more.
- Holders of regional and long-distance season tickets are entitled to lump-sum compensation for each delay of 60 minutes or more. Holders of weekly and monthly tickets for regional trains are kindly asked to note all delays and submit one application for compensation to the Passengers' Rights Service Centre on expiry of their ticket.
- Compensation of less than EUR 4 will not be paid out. This means that holders of season tickets for regional trains have to claim at least two (1st class) or three (2nd class) delays and submit the claims as one application.
- Holders of season tickets are entitled to compensation amounting to a maximum of 25 per-cent of the value of the season ticket.
- Passengers entitled to compensation can choose between a travel voucher or a cash payment.
Compensation per journey for season tickets for delays of 60 minutes or more in Euros
|2nd class||1st class|
|Season tickets for regional trains||1.50||2.25|
|Season tickets for long-distance trains||5.00||7.50|
|Mobility BahnCard 100||10.00||15.00|
Continuing the journey with a different train
If the train is expected to arrive at the destination station stated on the passenger's ticket with a delay of 20 minutes or more, the passenger is entitled to:
- continue the journey at the next opportunity on the same or a different route, or
- continue the journey later if this means reducing the delay in arrival at the destination station, or
- use a different train for which no reservations are compulsory. Passengers who have a ticket for a regional train but use a higher quality train in such cases are first obliged to pay the additionally required ticket/supplement for the change of train and can subsequently claim for a refund of these costs. This regulation does not apply to tickets for substantially reduced fares (e.g. Schönes-Wochenende-Ticket, Laender-Tickets).
In cases of expected delays of 60 minutes or more in arrival at the destination station, passengers can
- abandon the journey and have the entire fare refunded.
- have the unused section of the journey refunded in case of partial usage.
- have both the section of the journey already used as well as the unused section refunded if the journey is abandoned and the passenger returns to the station of departure.
Refund of any necessary expenses owing to delays
- If the train is expected to arrive at the destination station with a delay of 60 minutes or more and the scheduled time of arrival is between 00:00 and 05:00, the passenger is entitled to use a different means of transport (e.g. bus or taxi). The cost of such alternative transport will be refunded up to a maximum of EUR 80.
- The above also applies if the last scheduled train of the day is cancelled, so that the passenger cannot reach the destination station by 24:00 without using a different means of transport.
- Passengers who are obliged to seek overnight accommodation owing to a train cancellation or delay and who cannot reasonably be expected to continue their journey the same day are entitled to reimbursement of reasonable accommodation expenses.
- If the railway provides the passenger with alternative means of transport or any necessary accommodation free of charge, this option shall always take precedence over any alternatives organised by the passenger.
Please note the following regulations on the exclusion of liability
The right to compensation pursuant to the Terms and Conditions of Passenger Carriage does not apply if the train cancellation or delay or the missed connection is attributable to (i) circumstances beyond the scope of railway operations which the transport company could not have avoided despite exercising all due care required according to the situation and the consequences of which it could not have averted, (ii) if the passenger is at fault or (iii) is based on the conduct of a third party which the transport company could not have avoided despite exercising all due care required according to the situation and the consequences of which it could not have averted.
Requirements for claiming passengers' rights
All claims are based on your ticket and the connections you chose. Passengers are entitled to claim compensation for all trains on their itinerary, including journeys which consist of trains operated by different railway companies for which a through ticket can be used.
Holders of transport association tickets are asked to contact the relevant transport association for details of the applicable passenger rights regulations.
The three steps to obtain compensation
Step 1: Complete the form
Please complete the required boxes of the following online form in accordance with the instructions.
To process your claim we need your address and also your bank details if you wish to have the compensation paid into your account.
Special conditions apply for season tickets.
Step 2: Print the online form and check that it is complete
Please print the completed online form and confirm that the data is correct by adding your signature. Then enclose all the necessary documentary proof.
Please do not forget to enclose your original ticket with the passengers' rights form, or – if you need your original for other purposes – a copy of your ticket, a copy of your season ticket or a copy of your Mobility BahnCard 100. We regret that we are otherwise unable to pay any compensation. If no price is printed on your ticket, please also submit proof of the price (except for Mobility BahnCard 100).
Please check that all the documents are complete and submit the printed passengers' rights form as follows:
- Printed and signed passengers' rights form
- Original ticket or copy of ticket/ season ticket
- Proof of the price, if no price is printed on the ticket (except for Mobility BahnCard 100)
Other original receipts for reimbursement of any necessary expenses in accordance with the Conditions of Carriage:
- Ticket required for alternative means of transport/ taxi receipt (original only!)
- Transfer to ICE/IC/EC or ticket for the use of an alternative train with regional transport ticket in case of delays/ cancellation
- Hotel bill if overnight accommodation was necessary
Step 3: Submit for processing
Once you have checked that everything is complete, you can submit your passengers' rights form.
You can either hand in the printed online passengers' rights form together with your documents at a DB Travel Centre, or post directly to Servicecenter Fahrgastrechte, 60647 Frankfurt am Main, Germany.
Important notice: Please provide us with a written statement if you want the original submitted tickets returned to you. Otherwise, these will be destroyed after a period of three months.
Your application should be processed within one month.