Submitting a claim to Deutsche Bahn
If you experience a cancellation or delay to a Deutsche Bahn (DB) service you may be required to submit a claim to the rail operator. In the first instance, you should email us with the details of the disruption and we will advise you about how to proceed.
If we advise you, the following guidelines will assist you to submit a claim using the Passenger Rights Claim Form. Deutsche Bahn will review your claim and offer reimbursement in accordance with the Conditions of Carriage (CIV rules). See also What happens if I miss my connection?
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You will need the following documents to submit a claim:
This form is available from staff on board the train, at DB Service Points or DB Travel Centres. It can also be downloaded via the following link: Passenger Rights Claims Form. To complete the form you will need the following information:
Deutsche Bahn require you to send original documents with your claim. We advise that you send your DB tickets and your Loco2 confirmation email to provide proof of ticket price. Please note that once sent, these documents cannot be returned.
If applicable, you should submit original receipts for reimbursement of any necessary expenses in accordance with the Conditions of Carriage e.g. alternative transport/taxi receipt, hotel bill if overnight accommodation was necessary.
Submitting your claim
At the station
If you have had the delay confirmed and completed the Passengers Rights Claim form on board the train or at a DB Service Point you can submit it, along with your original tickets, for immediate consideration at a DB Travel Centre at the station. If approved, you may receive your compensation immediately as a voucher or cash payment.
If sending by post, we recommend using registered post to ensure that your documents are safely received. You can submit your Passenger Rights Claim form with accompanying documents to:
60647 Frankfurt am Main