Nawigacja główna

Prawa pasażera w ruchu krajowym i międzynarodowym

Zestawienie najważniejszych regulacji (po angielsku)

These are your entitlements according to your passenger rights

How to claim compensation:

Using your customer account to submit a compensation claim online

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.

Zaloguj się jako klient prywatny
Zaloguj się jako klient prywatny
Zaloguj się jako klient biznesowy
Zaloguj się jako klient biznesowy

Digital compensation in three steps:

To start the passenger rights claim process, log in to your customer account.

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".

You will be guided through the process step by step from here on. It only takes a few clicks to complete a claim.

Request compensation with the passenger rights form

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.

You can also obtain the form from the service staff on the train, at DB Information or at a DB Travel Centre.

Compensation in three steps using the passenger rights form:

The passenger rights form provides us with the information we need to process your compensation claim.

Please start by entering the data for your planned journey and your actual journey.

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.

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.

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).

Further supporting documents, if you have them:

  • Reservation receipt if you were unable to use your reservation due to a train cancellation or delay
  • 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
  • Documents issued on the train, such as the passenger rights notice or notice of comfort deficiencies

All complete? Then send the form and supporting documents by post to the following address:

DB Dialog GmbH
Servicecenter Fahrgastrechte
60647 Frankfurt
Germany

Alternatively, you can hand in the documents at a DB Travel Centre or your sales point.

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.

An application for compensation submitted to a DB agency or DB Travel Centre will always be forwarded to the Servicecenter Fahrgastrechte for processing.

Passenger rights regulations and claims

Find out which regulations apply and what you are entitled to under which conditions.

Your rights as a rail passenger

Overview of participating railway companies in the Passenger Rights Service Centre

For journeys with these railway companies, you can make claims via the Passenger Rights Service Centre.

Overview of participating railway companies (in German)

Passengers with reduced mobility

Information specifically on passenger rights and access rules for passengers with disabilities or reduced mobility.

Passenger rights for passengers with reduced mobility (in German)

You might be interested in

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).

Passenger rights apply uniformly to rail transport in Germany and Europe, and grant passengers the same rights with all railway companies.

Below you will find links to the most important laws and regulations on the subject of passenger rights in German.

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.

If you disagree with a decision on your claim for reimbursement, you can contact an independent arbitration committee.

Further information