Frequently asked questions on delays and passenger rights

For claims, what usually counts is the arrival at the destination compared with the planned arrival. Short delays of a few minutes usually do not lead to a claim. When a threshold is reached depends on the journey and the rules that apply – more on this under Delayed train – what to do?

The safest option is to ask staff or customer service about the next connection and agree the decision with them. If you rebook on your own, additional costs may not be refunded.

Ask actively about an overnight option and have it confirmed whether, and to what extent, costs are covered. Keep the hotel bill. Details on care are under Passenger rights.

What matters is whether you could actually use the connection and when you arrived at the destination. Note the actual course of your journey in case you later submit a claim.

On German rail services, 25 percent of the fare from 60 minutes and 50 percent from 120 minutes delay at the destination are often provided. Other rules can apply to season tickets or international journeys. Details: Claiming compensation.

Many providers let you choose between a voucher and a payment. In certain cases – for example a refund after an interrupted journey – only a payment is possible. You will find the details in the claim form.

Yes, usually one person submits the claim for the group. Have the names of the fellow travellers and the total price paid ready.

Check the reasons and whether all documents were received. If the dispute continues, an independent conciliation body may be responsible. The steps are described under Rejection or no reply.

There are deadlines, which can differ from case to case. Submit the claim promptly after the journey and keep all documents until the process is complete.

A screenshot of the departure board or the app, your own notes on times and the ticket also help. It is better to submit several pieces of proof.

As a rule, a copy or a photo is sufficient. Send originals only when expressly asked to, and make a copy first.

The booking confirmation, the ticket PDF or the entry in your customer account. Do not delete anything before the process is complete.

Yes. In circumstances the company could not influence – for example extreme weather or comparable emergencies – claims may not apply. The company decides in each individual case whether this is the case.

For cross-border journeys, European rules usually apply. The company you booked with is usually responsible. For journeys abroad, also check the conditions of the foreign provider.

No. We explain generally how the processes work. For a binding assessment, contact the transport company or a competent conciliation body. More on this under About this site.