Passengers' rights: obtaining compensation.

Please use the passengers' rights form to claim your rights quickly and simply. The form ensures that you provide all the information required to process your claim, so that this can be done more quickly. The form is available from the service staff on board the train, at the DB Information desk or at DB Travel Centres and also as an Online form

You can obtain confirmation of the delay from the service staff on board the delayed train, at a DB Information desk or at DB Travel Centres, provided there is sufficient information to confirm the delay. Please note that service staff on board the train can only confirm delays of 60 minutes or more of their own train on the passengers' rights form.

Overview

Compensation by a DB Travel Centre

You have already had the delay confirmed on the passengers' rights form on board the train, at a DB Information desk or at a DB Travel Centre. Please note that service staff on board the train can only confirm delays of 60 minutes or more of their own train on the passengers' rights form. The DB Information desk can normally confirm delays up to five days after the delay, the DB Travel Centre up to one year after the journey, provided there is sufficient information to confirm the delay. Please enter the relevant data about your rail journey on the passengers' rights form and add your signature as confirmation. If you hand in the completed passengers' rights form with confirmation of the delay and your original ticket to a DB Travel Centre, you will receive your compensation immediately as a voucher or cash payment (see below for exceptions).

Compensation by the Passengers' Rights Service Centre

In the following cases, compensation is available only from the Passengers' Rights Service Centre, the service provider commissioned with the processing of delay claims by the cooperating railway undertakings.

In cooperation with the Tariff Association of Federally Owned and Non-Federally-Owned Railways in Germany (TBNE), Deutsche Bahn AG has drawn up a joint procedure for handling customer compensation claims for all participating railways. The Passengers' Rights Service Centre acts as a central service provider for processing the compensation claims.

You do not have your delay confirmed on the passengers' rights form or

would like to hand in a copy of your ticket or

are a holder of a season ticket (e.g. travel pass, BahnCard 100, weekend ticket for Germany (original name: Schönes-Wochenende-Ticket), day ticket for Germany (original name: Quer-durchs-Land-Ticket) or regional day ticket (original name: Länder-Ticket), an international ticket or a ticket for a route abroad that you purchased from DB (compensation claims for tickets that were not purchased from DB are handled by the railway undertaking that issued the ticket) or

would like to apply for compensation of necessary expenses incurred by a delay.

To claim compensation, please send the completed and signed passengers' rights form along with the original ticket or a copy of your ticket/ season ticket to Servicecenter Fahrgastrechte, 60647 Frankfurt am Main.
To request a refund (e.g. abandonment or cancellation or a journey, reservations and bicycle tickets that could not be used due to a delay, necessary expenses for using another train or means of transport or for overnight accommodation) please send the original receipts to the same address. Do not forget to state your address and your bank account, if you wish to have the compensation paid into your bank. It also facilitates processing if you give us a telephone number and e-mail address where we can clarify any queries.


Mobile phone tickets: If you are claiming compensation or a refund for a mobile phone ticket, please include the booking reference sent to you by e-mail with the passengers' rights form. Alternatively, you can include the online ticket sent to you be e-mail with the passengers' rights form. In this case, please indicate that the ticket is a mobile phone ticket. If you no longer have the online ticket, you can request it from the online service at www.bahn.de up to six months after booking.

IC Bus services operated by DB Fernverkehr:
The passengers' rights form is also handed out on IC Bus services. Delayed IC Bus services are confirmed either by the bus driver or the check-in personnel on board the bus.
Compensation by a DB Travel Centre: Only for passengers with a confirmed passengers' rights form and only for bus tickets (no preceding or following journeys by train) within the DB network in Germany.
Compensation by Passengers' Rights Service Centre: Only for passengers with an unconfirmed passengers' rights form and a ticket with a preceding or following train journey or an international ticket.

The voucher can be redeemed online or at a DB ticket machine

Vouchers with seven alphanumeric characters can be redeemed online during the booking process. To do so, click on the corresponding link during the booking process and enter the voucher code. You can redeem up to five vouchers per booking. However, you can only use as many vouchers that are necessary for the booking.

You can also redeem vouchers when purchasing a DB ticket at a DB ticket machine with a touch screen. To do so, touch the ""Redeem voucher"" button at the end of the purchase transaction. Then enter the voucher code and confirm the payment method by voucher.

If the value of the voucher is higher than the ticket price, you will be issued a new voucher. If the ticket price is higher than the value of the voucher, you will be required to pay the difference in cash or by debit or credit card.