Traveling by train: How to get compensation in the event of a delay

ZFor two years, the train was largely on time. No wonder, hardly anyone drove. But most recently the punctuality rate slipped back below 70 percent – almost every third train arrived late at its destination. At least travelers can get a small financial compensation if the train is delayed at least 60 minutes at the destination. This also applies to strikes or storms. And this is how it works:

The conditions

If there is a delay of more than 60 minutes at the destination, the passenger is entitled to a 25 percent refund of the fare paid for the single journey; from a delay of 120 minutes, the compensation doubles to 50 percent.

Compensation is also due in the event of force majeure, for example in the event of a storm or an emergency doctor being called on the track. However, the delay must have accumulated on the train. So if the subway to the starting station arrived too late, you get nothing.

This is how the base price is determined

In the case of a round-trip ticket, the compensation is calculated on the basis of half the ticket price. With a long-distance time travel ticket (weekly, monthly ticket) you are entitled to a flat rate of five euros (2nd class) or 7.50 euros (1st class) per delay. Holders of the Bahncard 100 get twice as much, i.e. ten euros (2nd class) or 15 euros (1st class). All of these compensations can also be submitted cumulatively (see below).

Eligibility for food and drinks

If a delay of more than one hour is expected, the passenger is also entitled to “meals and refreshments commensurate with the waiting time, provided they are available or can reasonably be delivered on the train or station”. This is what Article 18 of the European Passenger Rights Regulation says.

When hotel and taxi costs will be reimbursed

If you can’t get to your destination by midnight because of a train delay of more than one hour, then the train must offer accommodation and a transfer there. If she doesn’t, you can look for accommodation yourself and later ask the railway company to reimburse you for the hotel costs. However, only the middle class is paid for.

When you can continue with another train

As soon as a delay of at least 20 minutes at the destination is foreseeable, you can change to another train with the same destination. This also applies to tickets with a specific train and, in principle, also to higher-value trains.

In this case, however, you first have to pay the surcharge and can only claim it back later at the travel center or the passenger rights service center. Holders of a cross-country or country ticket are not allowed to transfer free of charge.

When there is no compensation

There is a minimum limit of four euros. Lower compensation amounts will not be paid. This means, for example: With a 9-euro ticket, compensation can only be claimed after a delay of two hours or more; in the case of delays of between one and two hours, the de minimis limit applies.

How to apply to the railways

Deutsche Bahn offers the passenger rights form to apply for compensation in the event of a delay. You can get the form from the train attendant, in the DB travel center and online (fahrgastrechte.info/servicecenter-fahrgastrechte/). The application can also be made informally in writing.

If you submit your application informally, you should include the following data in the letter: address, date of travel, description of the planned train connection, details of the actual journey, bank details and signature. It is best if you ask the attendant of the delayed train to give you the passenger rights form and he will immediately confirm the delay there.

How to justify expenses

Expenditures for hotel accommodation or a taxi ride must be documented with the application as receipts. Photos are sufficient online, which must be uploaded via the bahn.de customer account or the DB Navigator mobile app before you select “Apply for compensation”.

The receipts must be completely visible and may not exceed 120 euros. For higher amounts, the original receipts must be sent by post to the Passenger Rights Service Center. And that applies to purchased paper tickets anyway.

How to submit the application

The quickest way for Deutsche Bahn users to get the refund in cash is to hand in the application for compensation, which you have received from the train attendant or print out and fill out yourself, together with the confirmation of the delay from the train attendant at the DB travel center.

It’s easier on the internet

Anyone who has booked an electronic ticket online has been able to request compensation online via their customer account at bahn.de or the DB Navigator mobile app since June 2021. A customer account with Deutsche Bahn is required.

The application is quick because only a few things have to be entered and the money is usually in the account within a few days. However, the communication between the passenger rights service center and the customer in the event of queries about the online application is still carried out by post.

In the case of a paper ticket, only a written application is required

Compensation for tickets purchased at the counter or vending machine can only be requested in writing. The completed passenger rights form must either be handed in at the DB Travel Center or sent to the Passenger Rights Service Center (address: DB Dialog, Service Center Passenger Rights, 60647 Frankfurt). Submitting the form at the train station has the advantage that you will receive your compensation for delays there immediately.

What applies to competitors of Deutsche Bahn

Most railway companies also offer compensation through the Passenger Rights Service Center, but not Flixtrain. There you have to assert your claims directly. This can be done by calling 030/300137100 or by email to: [email protected].

When the right to a refund expires

Claims for compensation and reimbursement can be made 365 days after the end of the validity period of the ticket. This emerges from Article 60 of the European Passenger Rights Regulation.