Train delayed: what you can do now
When the train stops, the first clear thought is often hard to find. This page takes you through the situation in the order that works best on the platform.
In short: Keep your ticket, note the delay and the time, check an alternative connection and, if possible, ask for confirmation of the disruption. You have to claim compensation yourself afterwards – it is not paid automatically.
Quick checklist at the station
These points can usually be done in a few minutes – and save a lot of trouble later:
- Keep your ticket, reservation and all receipts – do not delete digital tickets.
- Note the delay with date and time: planned departure, actual departure, planned and actual arrival at the destination.
- If possible, take a screenshot of the departure board, the app or the announcement information.
- For longer waits at the station or on the train, ask for a certificate – for example a confirmation of the delay.
- Check whether another connection to your destination is possible, and wait for the staff's decision before you incur extra costs.
- Pay for expenses such as taxi, hotel or a replacement ticket only with a receipt.
No claim without proof: The more precisely you document the course of your journey and the disruption, the easier it will be to check your claim later.
Missed connection
If you miss your connecting train, you arrive later than planned – and most claims depend on the arrival at the destination. It is therefore important to make the planned and the actual journey easy to follow.
- Record your journey Note which train you had planned, which one you actually took and when you arrived at the destination.
- Inform staff at the station Ask the staff about the next connection. If a confirmation of the disruption is possible, ask for one.
- Do not act on your own costs straight away Whether you may take a taxi or another train yourself depends on the situation. If possible, clarify this beforehand – otherwise the refund may be rejected.
- Keep the documents together Replacement tickets, taxi receipts and hotel bills belong to your claim.
Train cancelled or journey interrupted
If a train is cancelled completely, two questions come first: How do you get to your destination – and what happens to the fare you paid?
In many cases, travellers can choose between continuing the journey on another connection or having the fare refunded. Which option is available and whether additional costs are covered depends on the ticket you booked and the rules that apply. We explain the details in the passenger rights overview.
If a journey is not started at all, a direct refund at the station may sometimes be possible. Ask at a ticket counter before you cancel the trip.
Onward travel and alternatives
The basic rule: find out first, then decide. If you rebook on your own, you risk the costs not being recognised.
- Ask about the next connection with the same or another train.
- If the journey cannot be continued on the same day, clarify whether an overnight stay is arranged and which receipts you need for it.
- Keep every receipt – even small amounts.
- Photograph the departure boards if no certificate is available.
Which proof counts
For checking a claim, documents that show the connection between journey, disruption and arrival are especially helpful:
- Ticket or booking confirmation with the price
- Reservation receipt, if you have one
- Confirmation or certificate of the delay
- Receipts for replacement tickets, taxi, hotel or food
- Your own notes on times and connections
If a receipt is missing, this is not an automatic reason to reject a claim – but it makes processing harder. It is better to submit more than too little.
The next step
Once you have reached your destination and have your documents together, you can prepare the claim. How this works and what to expect is explained on the page Claiming compensation.
Note: This page gives a general overview. It does not replace legal advice or information from the transport company. Binding information is available from the company where you booked.