Passenger rights

If a train arrives much too late or a connection is cancelled completely, it can be very annoying for all involved. Since 2009, standard passenger's rights have been applicable across Germany’s rail transport network. According to the Regulation (EC) Nr. 1371/2007 (in German), under certain conditions you have the right to a travel alternative, a refund or compensation.

Important information on compensation claims for train delays, missed connections or cancelled trains can be found in the metronom conditions of carriage.

To assert a claim, please use the passenger rights form. Please send this completed form to the service center for passenger's rights in Frankfurt (you can find the address on the form itself). You'll receive a reply as soon as possible.

SNUB - Die Nahverkehr-Schlichtungsstelle e.V. (Local public transport arbitration board)

If we are not able to reach an agreement, you have the option of contacting an arbitration board. We are members of SNUB - Die Nahverkehr-Schlichtungsstelle e.V., and under certain conditions (only German) you can involve them to dispute a resolution.

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