How to obtain compensation
we appologize for any inconvenience the delay or cancelation of one of our trains has caused. We would like to offer you a compensation for any trouble caused. Please use the passengers' rights form to ensure you can claim your rights quickly and simply. The form ensures you provide all the information required to process your claim, so that this can be done more quickly. The form is available from the service staff on board the train, at the DB Service Point or at DB Travel Centers.
You can obtain confirmation of the delay either from the service staff on board the delayed train or at a DB Service Point up to five days after the journey, provided that the Service Point has sufficient information to confirm the delay. Please note that service staff on board the train can only confirm delays of 60 minutes or more of their own train on the passengers' rights form.
If you have already had the delay confirmed on the passengers' rights form on board the train or at a DB Service Point, please enter the relevant data about your rail journey on the passengers' rights form and add your signature as confirmation. If you hand in the completed passengers' rights form with confirmation of the delay and your original ticket (except season tickets and Autozug tickets) to a DB Travel Center or a DB agency, you will receive your compensation immediately as a voucher or cash payment.
In the following cases, compensation is available only from the Passengers' Rights Service Centre:
- You have not had the delay confirmed on a passengers' rights form
- You wish to submit only a copy of your ticket
- You have a season ticket (e.g. a fixed-route season ticket, Mobility BahnCard 100), a Schönes-Wochenende-Ticket or Laender-Ticket
- You have a ticket for an Autozug (Motorail) train
- You wish to claim reimbursement of further expenses resulting from a delay (e.g. bus, taxi, hotel)
If you do not accept the decision about your application for a refund, you can appeal to an independent arbitration board.
Please complete and sign the passengers' rights form and send it, together with your original ticket or a copy of your ticket/season ticket, together with original receipts for any other expenses sustained, to Servicecenter Fahrgastrechte, 60647 Frankfurt am Main within one month or hand the documents in to a DB Travel Center or a DB Service Point. Do not forget to state your address and your bank account, if you wish to have the compensation paid into your bank. It also facilitates processing if you give us a telephone number and e-mail address where we can clarify any queries.
If you have any questions about a voucher card, you can call the Passengers' Rights Service Centre at 0 180 5 20 21 78 (14 ct/min for German landline calls, mobile phone charges may vary).
Redeeming the voucher online or at a DB ticket-vending machine
Vouchers with a 7-digit alphanumeric voucher code can be redeemed directly when you book a ticket online. To do so, click the relevant link during the booking process and enter your voucher code. You can redeem up to 5 vouchers per booking, but only as many vouchers as are required for the booking.
You can also have the voucher deducted when you purchase a DB ticket from a DB ticket-vending machine with touch screen. To do so, touch the button "Redeem voucher" at the end of the purchase before you pay for the ticket. Enter the voucher code and confirm that you wish to pay with a voucher. If you do not use the full value of the voucher, a new voucher will be issued. If the value of the voucher is not sufficient to pay for your ticket, you can pay the balance by EC or credit card.