Mobility guarantee

We endeavour to get you to your destination on time and to keep to our scheduled departure times.

Despite all precautions, unforeseen delays may occur, which we of course very much regret. In this case, you have the option of utilising the mobility guarantee of the transport associations in NRW.

What are my rights?

Is your train delayed at your departure station by more than 20 minutes or cancelled completely? Then you can take a long-distance train (IC/EC or ICE) or a taxi as an alternative.

Thanks to the mobility guarantee, you will be reimbursed for the cost of this - in full for long-distance trains, up to 30 euros per person for taxis during the day and up to 60 euros per person in the evening and at night (8 p.m. to 5 a.m.). This service, which is valid throughout NRW, ensures that you still get to your destination.

In Lower Saxony and the Netherlands, passenger rights apply in the event of cancellations, delays and missed connections. passenger rights come into effect. We will be happy to help you on our free service hotline 00800 387 622 46.

Verschwommene zu erkennende Menschen steigen in einen Zug der eurobahn ein und aus.

Request for reimbursement

To get your costs for alternative means of transport reimbursed, please use our online form and submit your receipts conveniently by uploading a photo. Alternatively, you can also download the PDF form, fill it out and send it to us.

Info: Select "Reimbursements" under Requests, then a new dropdown will appear and select "Mobility Guarantee".

To the online form


Once your application has been approved, we will transfer the refund amount to your account.

Detailed information on the NRW mobility guarantee is available at www.mobil.nrw/service/mobigarantie

To summarise: The mobility guarantee can only be used with a valid ticket for the following fares:

  • North Rhine-Westphalian network fares (VRR, VRS, AVV, WestfalenTarif)
  • NRW-Tarif

The mobility guarantee does not apply in the event of strike or weather-related cancellations or bomb threats.
It also does not apply if alternative connections can be used or a connecting train cannot be reached due to a delay.
A pro rata refund of ticket prices is not part of the mobility guarantee. Compensation in national rail transport is covered by passenger rights.

If you do not agree with our response to your complaint, please contact the

Local transport conciliation body
Mintropstraße 27
40215 Düsseldorf

Tel: + 49 211 3809 380
Fax: +49 211 3809 678
info@schlichtungsstelle-nahverkehr.de

by post or via the Internet at www.schlichtungsstelle-nahverkehr.de.

We declare our willingness to participate in arbitration proceedings before the local transport arbitration board. Appeals to the arbitration board are free of charge and non-binding.

  1. Download the form from our download centre in the "Refunds" section.
  2. Please fill out the form completely and legibly in block letters. Only fully completed and signed applications can be processed.
  3. Enclose the relevant local transport ticket (a copy for season tickets such as monthly or job tickets) and the original taxi receipt (pro rata if more than one person).
  4. Submit all documents to the transport company that caused the delay within 14 calendar days of the incident. If this concerns eurobahn, please send the documents to:
    eurobahn GmbH & Co. KG
    eurobahn customer centre
    Unionstraße 3
    59067Hamm