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?


Required info and documents

You will need the following documents to submit a claim:

Completed Passenger Rights Claim form
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:
  • Departure and arrival stations.
  • Train number.
  • Departure date and time.
  • The IBAN (for non-German bank holders) and SWIFT/BIC code for the bank you wish to receive compensation repayment.  If you aren't sure of these terms, please contact your bank.
  • Other relevant information regarding your claim, such as the delay incurred or disruption to your trip. Keep it short and simple. 
Though not compulsory, you are advised to enter your telephone number and e-mail address in case the rail operator has any queries regarding your claim.
Your ticket/ s and proof of price
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. 
Receipts for any other expenses incurred (if applicable)
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.

By post
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:

Servicecenter Fahrgastrechte
60641 Frankfurt am Main

How will my refund/compensation be repaid?

Your application will be processed within one month. Approved payments will be made via bank transfer to the account specified by you on the claim form. 

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