Refunds in national rail transport
Your claims are based on the ticket and your connection. You are entitled to compensation for travel chains from different railway companies that were used with one ticket. It therefore does not matter whether you travelled only on our trains or partly on trains operated by other companies.
The claim applies to the rail transport included in your ticket, i.e. the cause and effect of the damage must have occurred here. Buses, trams and underground trains are not included.
In the case of passenger rights, it is not the delay at the departure station that is decisive, but the delay at the destination.
Compensation for delays
From 60 minutes delay you will be compensated 25 per cent, from 120 minutes delay 50 per cent of the fare paid for the one-way journey. For outward and return journeys, the compensation is calculated on the basis of half the fare paid. Time tickets for local and long-distance journeys are compensated at a flat rate for each delay of 60 minutes or more.
If a delay of more than 60 minutes is to be expected at the destination station of the ticket, the passenger may cancel the journey before departure or interrupt the journey en route and return to the departure station if the journey has become pointless according to the original travel plans. In such cases, the passenger can obtain a full refund of the fare. Alternatively, the passenger can terminate their journey at an en route station and receive a refund for the unused portion of the fare.
Further information on your passenger rights in national rail transport can be found here: https://www.fahrgastrechte.info
Compensation lump sums
- Local public transport season tickets:
1.50 € (2nd class) / 2.25 € (1st class) - Long-distance season tickets:
€ 5.00 (2nd class) / € 7.50 (1st class) - Mobility BahnCard 100:
€ 10.00 (2nd class) / € 15.00 (1st class)
Submitting your application for reimbursement
Applications for passenger rights are processed by our partner, the Passenger Rights Service Centre. Below you will find the options for submitting your application.- Download the application form from our Download Centre under the "Reimbursements" section
- You must enclose the following documents:
- The completed and signed form
- Your ticket or a copy of your ticket
- Proof of cost if your ticket does not have a price printed on it (exception: Mobility BahnCard 100)
- The original of the surcharge for using an ICE Sprinter, if applicable
- Please send the completed form with all required documents to the following address:
Passenger Rights Service Centre
60647 Frankfurt am Main | Germany