Passenger Rights on the Railways

Whether you’re travelling on business, visiting family or heading off on holiday, delays and train cancellations have become almost an everyday occurrence for rail passengers – and a major source of frustration, especially when important appointments are at stake. Sabine Brandl, a legal expert at ERGO Rechtsschutz Leistungs-GmbH, explains what rights travellers have and what steps they can take if things go wrong.

Delays of 60 Minutes or More: What Are Your Options If You Abandon Your Journey?

It’s always important for passengers to know their statutory rights. If, at departure or due to a cancellation, it’s already clear you’ll arrive at your destination at least 60 minutes late, you have three options:

1. You can request a full refund for the unused part of your journey within 30 days – or for the entire ticket, if the delay means the journey has become pointless. If the problem arises at an intermediate stop, you can also ask to be returned to your original departure point.
2. You may continue your journey, possibly via an alternative route, at the next available opportunity.
3. Alternatively, you can choose to continue your journey under similar conditions at a later time.

If You Continue Your Journey, You May Be Entitled to Compensation

Travellers who choose to continue their journey and don’t claim a refund are entitled to compensation if their arrival is delayed by at least 60 minutes: 25% of the ticket price is refunded. “If your arrival is delayed by 120 minutes or more, the rail company will refund 50%,” explains Sabine Brandl. “These rights apply even in cases of strikes or adverse weather.” The only exceptions are circumstances beyond the rail company’s control, such as third-party fault, extreme weather, natural disasters, police operations, emergencies on the train, or sabotage. The same applies to accidents at level crossings and medical emergencies on the tracks, provided the rail company is not responsible. No compensation is paid if you were informed of the delay before buying your ticket, or if the compensation amount is less than four euros.

Special Rules Apply for Season Tickets

Season ticket holders are also entitled to compensation, but the amount depends on the rail company’s specific terms. For example, Deutsche Bahn offers BahnCard 100 holders a flat-rate compensation of €10 for delays of at least 60 minutes in second class. Compensation is capped at 25% of the season ticket’s value.

Deadlines to Bear in Mind

According to EU regulations, complaints must be submitted within three months, although many train companies allow up to a year as a gesture of goodwill. Nevertheless, it’s advisable to file claims as soon as possible and within the three-month window. Compensation claim forms are available on the operator’s website, directly from onboard staff, or, in the case of Deutsche Bahn, at travel centres. “It’s important to keep all travel documents,” advises Brandl.

Continuing Your Journey by Other Means

If your arrival is delayed by at least 20 minutes or your train is cancelled, Deutsche Bahn automatically lifts the train-specific ticket restriction. “Passengers on local trains can then use any other local service provided by the company. If you wish to switch to a higher-class train, such as an IC or ICE, you’ll need to buy a separate ticket,” explains Brandl. “You can claim these additional costs back from the Passenger Rights Service Centre.” However, this doesn’t apply to heavily discounted tickets such as the Deutschland-Ticket or special regional tickets, where you must bear the extra cost yourself. “If you’re travelling with a long-distance ticket and the train-specific restriction is lifted, you can use any DB long-distance or local service,” Brandl notes.

The rail company may also cover taxi costs in certain cases. If the last train of the day is cancelled, or your arrival is delayed by at least 60 minutes between midnight and 5am, the company will reimburse up to €120 in taxi fares. “You’ll need to pay upfront, but it saves you a long wait,” adds the ERGO expert. Be sure to ask the taxi driver for a receipt. Reimbursement is conditional on no alternative transport being provided and no way to contact the company.

Assistance and Accommodation in Case of Extended Disruption

If you’re stranded at the station for a prolonged period, train companies must provide support: After one hour’s wait or a train cancellation, the operator is required to offer complimentary refreshments and meals in proportion to the delay, as long as these are available on the train or at the station or can be provided at a reasonable cost. “This isn’t just a goodwill gesture – it’s a clear entitlement under the EU Passenger Rights Regulation,” Brandl explains. If onward travel is not possible on the same day, the company must cover hotel costs, including transport to the hotel – in some cases, for up to three nights. It’s important to coordinate accommodation with the train operator in advance.

Practical Tips and Essentials for long-suffering Rail Passengers

Preparation is key, especially for long train journeys. A fully charged power bank will keep your phone going during long delays or even power outages in the carriage – handy for checking timetables, accessing the passenger rights app, staying reachable in emergencies, or just streaming something to pass the time. Headphones, card games, a bottle of water and a small snack can make all the difference – especially for those travelling with children. And if your train is completely cancelled, the most important thing is to stay calm and act purposefully. “If you know your rights, you’ll travel more confidently even when things go wrong, and ultimately arrive safely,” concludes Brandl.