Submitting a claim for your bus journey

If your bus journey is delayed or cancelled, or you need to cancel your journey due to illness or bereavement, we can file a claim on your behalf.

If you've traveled on a bus run by a rail operator (i.e. an IC bus operated by Deutsche Bahn), the process will differ. Please read the relevant article based on your rail operator.


Am I eligible for compensation?

You can file a claim for the following reasons:

  • Delay or cancellation of your bus.
  • Illness or hospitalisation of a traveler.
  • Bereavement of a close family member.

How to submit a claim

To file a claim for your bus journey, please email with the following:

  • Your Loco2 order reference.
  • Details of the delay or cancellation.
  • Doctor or hospital note if you've had to abandon your journey due to illness.
  • Copy of a death certificate if you've had to cancel due to bereavement.
  • Receipts for any additional expenses incurred.

We'll then contact the carrier on your behalf. Claims generally take 1 - 2 months to be resolved, and we'll keep track of your case and notify you of any developments. All decisions are made by the carrier, not Loco2.

How will my refund be paid

In almost all cases, once the claim has been approved the carrier will send us a credit at the end of the month. Once we've received that, we'll refund your payment card or PayPal account, and send you an email to confirm.

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