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Passenger rights at Deutsche Bahn: your rights as a passenger
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flex hidden-s hidden-xs"> <li class="breadcrumb__item"> <a class="breadcrumb__home" href="/en">Home<span class="sr-only">Home</span></a> </li> <li class="breadcrumb__item"> <a href="/en/booking-information">Info & services</a> </li> <li class="breadcrumb__item"> <span aria-current="page">Passenger rights </span> </li> </ol> </nav> <main id="content"> <div class="c c--s"> <h1 class="h1 ">Your rights as a passenger</h1> <p class="lead ">This section contains information about your compensation entitlements if your train is delayed, if you miss a connection or if your train is cancelled. It tells you how and where you can apply for compensation.<br/><br/>You can submit a passenger rights claim for any service operated by Deutsche Bahn: S-Bahn, RB, RE, IRE, IC/EC, ICE and night trains.</p> </div> <div class="link-list data-noindex c--s c"> <h2 class="h2">These are your entitlements according to your passenger rights</h2> <ul class="grid grid-50-m"> <li> <a href="/en/booking-information/passenger-rights/legal-regulations" class="link " target="" rel="" > Find out what your entitlements are in different situations. </a> </li> </ul> </div> <div class="link-list data-noindex c--s c"> <h2 class="h2">How to claim compensation:</h2> <ul class="grid grid-50-m"> <li> <a href="#digi" class="link js-anchor-link" target="" rel="" > <span class="sr-only">Jump to: </span> Digitally via your customer account and in the DB Navigator app </a> </li> <li> <a href="#print" class="link js-anchor-link" target="" rel="" > <span class="sr-only">Jump to: </span> By post using the passenger rights claim form </a> </li> </ul> </div> <div id="digi" class="anchor-element" tabindex="-1"></div> <div class="text-image c--s c"> <h2 class="h2">Using your customer account to submit a compensation claim online</h2> <div class="teaser-linklist-content__content-wrapper"> <div class="text-image__text rte"><p>You can assert your passenger rights here on the website or in the DB Navigator app via your customer account. This option is only available if you bought the ticket in question via your account or saved it in your account.</p> </div> </div> </div> <div class="highlighted"> <div class="teaser-block-wrapper flex "> <div class="teaser-block c flex flex-100" data-noindex> <div class="content-teaser flex-100 flex-50-m flex-50-l "> <div class="content-teaser--body is-clickable"> <div class="content-teaser__text-wrapper"> </div> <a href="/en/meine-reisen" class="stretched-link stretched-link--empty"> <span class="sr-only">Log in as a private customer</span> </a> </div> <a class="teaser-button btn " href="/en/meine-reisen" > <span aria-hidden="true"> Log in as a private customer </span> <span class="sr-only">Log in as a private customer</span> </a> </div> <div class="content-teaser flex-100 flex-50-m flex-50-l "> <div class="content-teaser--body is-clickable"> <div class="content-teaser__text-wrapper"> </div> <a href="/en/bahnbusiness/meine-reisen" class="stretched-link stretched-link--empty"> <span class="sr-only">Log in as a business customer</span> </a> </div> <a class="teaser-button btn " href="/en/bahnbusiness/meine-reisen" > <span aria-hidden="true"> Log in as a business customer </span> <span class="sr-only">Log in as a business customer</span> </a> </div> </div> </div> </div> <div class="accordion c c--s flex" data-allow-toggle data-allow-multiple> <p class="accordion__pretext">Digital compensation in three steps:</p> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_40_accordions_1" id="btn-content_40_accordions_1"> 1. Log in <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_40_accordions_1" role="region" aria-labelledby="btn-content_40_accordions_1" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>To start the passenger rights claim process, log in to your customer account.</p> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_40_accordions_2" id="btn-content_40_accordions_2"> 2. Select the affected journey/trip <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_40_accordions_2" role="region" aria-labelledby="btn-content_40_accordions_2" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>Open the booking history and select the journey or commuter ticket for which you want to make a claim. Go to the "Passenger rights" section and click "Applying for compensation".</p> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_40_accordions_3" id="btn-content_40_accordions_3"> 3. Enter the data and send <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_40_accordions_3" role="region" aria-labelledby="btn-content_40_accordions_3" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>You will be guided through the process step by step from here on. It only takes a few clicks to complete a claim.</p> </div> </div> </div> </div> </div> <div id="print" class="anchor-element" tabindex="-1"></div> <div class="text-image c--s c"> <h2 class="h2">Request compensation with the passenger rights form</h2> <div class="teaser-linklist-content__content-wrapper"> <div class="text-image__text rte"><p>Download the accessible form as a PDF here and fill it out conveniently online. Tip: It works best if you fill it out directly in the Adobe Acrobat app.</p> <p>You can also obtain the form from the service staff on the train, at DB Information or at a DB Travel Centre.</p> </div> <div class="link-list"> <ul > <li class=""> <a href="https://assets.static-bahn.de/dam/jcr:04bf790e-54ff-45e6-99d3-93df975823a2/224283-300624.pdf" target="_blank" rel="noopener noreferrer" class="link visible-inline-block"> <span aria-hidden="true"> Adress-Label (PDF, 1 MB) </span> <span class="sr-only">File download: Adress-Label (PDF, 1 MB)</span> </a> </li> <li class=""> <a href="https://assets.static-bahn.de/dam/jcr:c17b58ca-2fd8-4968-8bd7-99db9b3eaf05/Fahrgastrechte-Formular_EN-1.pdf" target="_blank" rel="noopener noreferrer" class="link visible-inline-block"> <span aria-hidden="true"> Download passenger rights form (PDF, 159 KB) </span> <span class="sr-only">File download: Download passenger rights form (PDF, 159 KB)</span> </a> </li> </ul> </div> </div> </div> <div class="accordion c c--s flex" data-allow-toggle data-allow-multiple> <p class="accordion__pretext">Compensation in three steps using the passenger rights form:</p> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_41_accordions_2" id="btn-content_41_accordions_2"> 1. Fill out the form <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_41_accordions_2" role="region" aria-labelledby="btn-content_41_accordions_2" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>The passenger rights form provides us with the information we need to process your compensation claim.</p> <p>Please start by entering the data for your planned journey and your actual journey.</p> <p>In the next step, select the desired type of compensation. You can choose here between a voucher or monetary payment Please note that in the event of a refund due to a journey being interrupted at the departure station, only a monetary payment is possible.</p> <p>Finally, add the other information regarding the bank account (if you wish to receive a bank transfer) and your personal details, and confirm these with your signature.</p> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_41_accordions_3" id="btn-content_41_accordions_3"> 2. Enclose receipts <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_41_accordions_3" role="region" aria-labelledby="btn-content_41_accordions_3" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>To process your application, we need your ticket or a copy of your ticket. If no price is printed on your ticket, please also submit proof of the price (unless you have a BahnCard 100).</p> <p>Further supporting documents, if you have them:</p> <ul> <li>Reservation receipt if you were unable to use your reservation due to a train cancellation or delay</li> <li>Any supporting documents for reimbursement requests, such as an additional ticket for another train or bus, taxi receipt, hotel invoice, bicycle ticket or other proof of travel costs</li> <li>Documents issued on the train, such as the passenger rights notice or notice of comfort deficiencies</li> </ul> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_41_accordions_30" id="btn-content_41_accordions_30"> 3. Send or hand in paper passenger rights form and receipts <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_41_accordions_30" role="region" aria-labelledby="btn-content_41_accordions_30" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>All complete? Then send the form and supporting documents by post to the following address:</p> <p>DB Dialog GmbH<br /> Servicecenter Fahrgastrechte<br /> 60647 Frankfurt<br /> Germany</p> <p>Alternatively, you can hand in the documents at a DB Travel Centre or your sales point.</p> <p>If you do not start or cancel your journey due to a delay, cancellation of a train or loss of connection, you have the option of having your ticket refunded directly at the DB Travel Centre and receiving a payment. If processing at the DB Travel Centre is not possible, the application for a refund will be forwarded to the Servicecenter Fahrgastrechte for processing.</p> <p>An application for compensation submitted to a DB agency or DB Travel Centre will always be forwarded to the Servicecenter Fahrgastrechte for processing.</p> </div> </div> </div> </div> </div> <div id="fgr-national" class="anchor-element" tabindex="-1"></div> <div class="highlighted"> <div class="teaser-block-wrapper flex "> <div class="teaser-block c flex flex-100" data-noindex> <div class="content-teaser flex-100 flex-50-m flex-33-l "> <div class="content-teaser--body is-clickable"> <div class="content-teaser__text-wrapper"> <h3 class="content-teaser__headline">Passenger rights regulations and claims</h3> <div class="content-teaser__text rte">Find out which regulations apply and what you are entitled to under which conditions.<br/><br/></div> </div> <a href="/en/booking-information/passenger-rights/legal-regulations" class="flex stretched-link" data-track data-trackingCode=teaserBlock_11-1_link_Passengerrightsregulationsandclaims> <span class="content-teaser__link link" aria-hidden="true"> Your rights as a rail passenger </span> <span class="sr-only">Your rights as a rail passenger</span> </a> </div> </div> <div class="content-teaser flex-100 flex-50-m flex-33-l "> <div class="content-teaser--body is-clickable"> <div class="content-teaser__text-wrapper"> <h3 class="content-teaser__headline">Overview of participating railway companies in the Passenger Rights Service Centre</h3> <div class="content-teaser__text rte"><p>For journeys with these railway companies, you can make claims via the Passenger Rights Service Centre.</p> </div> </div> <a href="https://next.bahn.de/service/informationen-buchung/fahrgastrechte/service-center" target="_blank" rel="noopener noreferrer" class="flex stretched-link" data-track data-trackingCode=teaserBlock_11-2_link_OverviewofparticipatingrailwaycompaniesinthePassengerRightsServiceCentre> <span class="content-teaser__link link--external" aria-hidden="true"> Overview of participating railway companies (in German) </span> <span class="sr-only">Overview of participating railway companies (in German)</span> </a> </div> </div> <div class="content-teaser flex-100 flex-50-m flex-33-l "> <div class="content-teaser--body is-clickable"> <div class="content-teaser__text-wrapper"> <h3 class="content-teaser__headline">Passengers with reduced mobility</h3> <div class="content-teaser__text rte"><p>Information specifically on passenger rights and access rules for passengers with disabilities or reduced mobility.</p> </div> </div> <a href="https://next.bahn.de/service/individuelle-reise/barrierefrei/barrierefrei-fahrgastrechte" target="_blank" rel="noopener noreferrer" class="flex stretched-link" data-track data-trackingCode=teaserBlock_11-3_link_Passengerswithreducedmobility> <span class="content-teaser__link link--external" aria-hidden="true"> Passenger rights for passengers with reduced mobility (in German) </span> <span class="sr-only">Passenger rights for passengers with reduced mobility (in German)</span> </a> </div> </div> </div> </div> </div> <div class="accordion c c--s flex" data-allow-toggle data-allow-multiple> <h2 class="h2 accordion__headline ">You might be interested in</h2> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_0_accordions_0" id="btn-content_0_accordions_0"> What are passenger rights? <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_0_accordions_0" role="region" aria-labelledby="btn-content_0_accordions_0" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>Passenger rights in the event of a delayed or cancelled train are regulated by law. This is based on Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations (recast).</p> <p>Passenger rights apply uniformly to rail transport in Germany and Europe, and grant passengers the same rights with all railway companies.</p> <p>Below you will find links to the most important laws and regulations on the subject of passenger rights in German.</p> <ul> <li><a href="http://eur-lex.europa.eu/legal-content/DE/TXT/PDF/?uri=CELEX:32021R0782">Regulation (EU) 2021/782 on rail passengers' rights and obligations (recast)</a></li> <li><a href="http://www.gesetze-im-internet.de/aeg_1994/index.html">German General Railway Act (Allgemeines Eisenbahngesetz "AEG")</a></li> <li><a href="http://www.gesetze-im-internet.de/evo/index.html">Regulations concerning carriage by rail (Eisenbahn-Verkehrsordnung, "EVO")</a></li> </ul> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_0_accordions_00" id="btn-content_0_accordions_00"> The voucher can be redeemed online or at a DB ticket machine <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_0_accordions_00" role="region" aria-labelledby="btn-content_0_accordions_00" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="text-image__text rte"><p>Vouchers with seven alphanumeric characters can be redeemed online during the booking process. You can of course also have your voucher credited at DB ticket machines when buying DB tickets.</p> </div> </div> </div> </div> <div class="accordion__accordion-element accordion-element js-accordion-element"> <h3 class="h3 accordion-element__headline"> <button class="js-accordion-trigger" aria-expanded="false" aria-controls="cont-content_0_accordions_01" id="btn-content_0_accordions_01"> Arbitration committee <span class="accordion-element__headline-icon"></span> </button> </h3> <div id="cont-content_0_accordions_01" role="region" aria-labelledby="btn-content_0_accordions_01" class="accordion-element__folding-content"> <div class="text-image c--s c"> <div class="teaser-linklist-content__content-wrapper"> <div class="text-image__text rte"><p>If you disagree with a decision on your claim for reimbursement, you can contact an independent arbitration committee.</p> </div> <div class="link-list"> <ul > <li class=""> <a href="/en/booking-information/passenger-rights/fahrgastrechte-schlichtung" class="link visible-inline-block"> <span aria-hidden="true"> Arbitration committees </span> <span class="sr-only">Further information: Arbitration committees</span> </a> </li> </ul> </div> </div> </div> </div> </div> </div> <div class="text-image c--s c"> <h2 class="h2">Further information</h2> <div class="teaser-linklist-content__content-wrapper"> <div class="link-list"> <ul > <li class=""> <a href="/en/gtc" class="link visible-inline-block"> <span aria-hidden="true"> Conditions of carriage for passenger transport </span> <span class="sr-only">Further information: Conditions of carriage for passenger transport</span> </a> </li> <li class=""> <a href="https://cms.static-bahn.de/wmedia/redaktion/aushaenge/fahrgastrechte/Fahrgastrechte_2023.pdf" target="_blank" rel="noopener noreferrer" class="link visible-inline-block"> <span aria-hidden="true"> Your passenger rights in rail transport (in German) (PDF, 1 MB) </span> <span class="sr-only">Further information: Your passenger rights in rail transport (in German) (PDF, 1 MB)</span> </a> </li> <li class=""> <a href="https://cms.static-bahn.de/wmedia/redaktion/aushaenge/fahrgastrechte/Flyer-Fahrgastrechte.pdf" target="_blank" rel="noopener noreferrer" class="link visible-inline-block"> <span aria-hidden="true"> Brochure about your rights as a passenger (in German) (PDF, 1 MB) </span> <span class="sr-only">Further information: Brochure about your rights as a passenger (in German) (PDF, 1 MB)</span> </a> </li> <li class=""> <a href="https://cms.static-bahn.de/wmedia/redaktion/aushaenge/fahrgastrechte/verkehrskverbuende_laendertarife.pdf" target="_blank" rel="noopener noreferrer" class="link visible-inline-block"> <span aria-hidden="true"> Overview of the contractual carriers in Germany (in German) (PDF, 528 KB) </span> <span class="sr-only">Further information: Overview of the contractual carriers in Germany (in German) (PDF, 528 KB)</span> </a> 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