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Passenger rights in rail and bus transport

On this page you can find out everything about your official rights as a passenger in rail and bus transport. Customer-oriented action is our top priority. Therefore, please do not hesitate to contact us in the event of an inadequacy during your journey. Simply contact our service staff for this. We are always interested in finding an optimal solution for our passengers' problems and in satisfying our customers beyond the regulated passenger rights.

You can reach us from Monday to Friday between 9 a.m. and 5 p.m. via our service hotline: +49 (0) 30 300 137 300 or by email: [email protected]


A.
Passenger rights of rail travelers according to Regulation (EC) No. 1371/2007

(See below for passenger rights of bus travelers)

When buying a train ticket, the price must not depend on the nationality of the passenger or the place or place of purchase.

The rights for rail travelers generally apply to all rail travel and rail services within the EU.

European countries can decide for themselves whether these rights also apply to domestic trains (inner-city rail, local and regional trains, etc.) and to international trains with origin or destination outside the EU.

Cancellation or delay

If a train is canceled or delayed, passengers always have the right to appropriate information while they wait.
If the passenger is informed that the destination station will be reached with a delay of at least 1 hour, he has the following rights:

  • Cancellation of the trip and an immediate reimbursement of the cost of the ticket (the full price or, if applicable, only for the part not used).
  • In addition, the passenger may be entitled to a return trip to the starting point of the trip if the delay means that the actual purpose of your trip can no longer be fulfilled, or
  • Transport to the destination at the earliest possible time (or at a later time of your choice). This also includes replacement transport if the train is stuck and rail operations are interrupted.
  • Food and refreshments (depending on the length of the waiting time) as well
  • Accommodation if you have to stay overnight.

If the passenger decides to continue their journey as planned or to accept replacement transport to their destination, they may be entitled to compensation of

  • 25% of the fare if the train is between 1 and 2 hours late,
  • 50% of the fare if the train is delayed by more than 2 hours.

The passenger will not receive any compensation if the delay was informed before purchasing the ticket.

Compensation will only be paid if the calculated amount is higher than EUR 4.

Lost or damaged luggage

If checked baggage is lost or damaged during the trip, you are entitled to compensation, unless the baggage was inadequately packed, unsuitable for transport, or a very special piece of baggage.

Amount of compensation:

  • Up to € 1,300 per piece of checked baggage - if you can prove the value of the items in it.
  • up to € 330 per piece of luggage if you cannot prove the value of the items in it.

If a passenger is injured or killed in a train accident, they (or their relatives) are entitled to compensation for lost or damaged luggage up to a maximum value of € 1,500.

Personal injury and death

If a passenger is injured or killed in a train accident, they (or relatives) have a legal right to compensation with an advance payment within 15 days of the accident to cover the immediate costs of the passenger (or relatives).

In the event of death, this advance payment amounts to at least € 21,000 per person.

Rights of disabled people and people with reduced mobility **

In addition to general passenger rights, disabled people and people with limited mobility also have the following rights when traveling by train, so that they can use the same travel options as other citizens.

a) Right of disabled people and people with reduced mobility to access to transport services at no extra charge

Carriers, travel agents or tour operators are not allowed to charge people with disabilities and people with reduced mobility a surcharge for bookings and tickets.
You may not refuse to make a booking, issue a ticket or take the person on board the vehicle due to the disability or limited mobility of people. Exceptions are only permitted if the transport of a disabled person or a person with restricted mobility would not be possible according to the applicable passenger safety regulations or the health and safety requirements of the competent authorities or if it is not possible due to the design of the vehicle or the infrastructure, the disabled person To transport people or the person with reduced mobility in a safe and operationally feasible manner.
If a long-distance carrier, travel agent or tour operator refuses to make a booking, issue a ticket or take a passenger on board the vehicle for the reasons mentioned, he shall inform the passenger immediately - and upon request in writing - of the relevant reasons. In addition, in the event of a refusal to make a booking or issue a ticket, he shall inform the person concerned of any acceptable alternative transport with a service of the carrier. Can the reasons why a passenger made a booking or the
Refused to board the train has to be cleared by the presence of a person who can provide the necessary assistance, the passenger can request to be accompanied free of charge by a person of his choice.
If a disabled person or a person with reduced mobility who has a ticket or a reservation and has duly informed the carrier of the special need for assistance is nevertheless refused long-distance transport due to their disability or limited mobility, this person can choose between the reimbursement of the Fare and - if the corresponding transport services are available - the onward journey with a changed route.
The carriers and station operators ensure non-discriminatory access conditions for the transport of disabled people and people with reduced mobility. You must bring these terms to the public's attention and make them physically available at the passenger's request.

b) Entitlement to special assistance

In long-distance transport, carriers and station operators must provide free assistance to disabled people and people with reduced mobility within their respective areas of responsibility.
Disabled people and people with reduced mobility must inform the carrier at least 36 hours in advance of their special needs and arrive at the designated point of the station at the agreed time before departure (no more than 60 minutes in advance).

c) Right to compensation in the event of loss of or damage to mobility aids

If mobility aids (a wheelchair or other auxiliary device) are lost or damaged through the fault of a carrier or station operator, they must pay compensation that corresponds to the replacement value of the equipment in question or, if applicable, the repair costs.

If necessary, every effort will be made to obtain temporary replacement for the lost or damaged mobility aid.


B.
Passenger rights of bus travelers according to Regulation (EU) No. 181/2011

Right to non-discriminatory conditions of carriage

When buying tickets for bus and coach passenger services, nobody may be discriminated against, either directly or indirectly, on the basis of their nationality or the location of the carrier or ticket seller in the European Union.
In long-distance regular transport, the carrier issues the passenger a ticket (in electronic format if necessary), unless other documents justify the right to transport.

Right to information

All passengers on regular bus services have the right to be adequately informed during the entire journey. This includes the right to be informed about passenger rights and to provide the necessary information to contact the national enforcement bodies. All relevant general information and the conditions of carriage must be provided in a form accessible to disabled people and people with reduced mobility, such as in large letters, simple language, braille, as voice recording.
In the event of cancellation or delayed departure of a long-distance service, the carrier or, if applicable, the bus station operator, will inform passengers departing from a bus station as soon as possible, but no later than 30 minutes after the scheduled departure time, of the location and, as soon as this information is available, of the probable situation Departure time. If passengers miss a connection to a transport service due to a cancellation or delay, the carrier or, if applicable, the bus station operator will make every reasonable effort to inform them about alternative connections. If feasible, the carrier will also transmit this information electronically if the passenger requests this and has provided the carrier with the necessary contact details.

Right to compensation and assistance in the event of an accident

In the long-distance service, passengers are entitled to compensation in the event of death or personal injury as well as loss of or damage to luggage as a result of an accident resulting from the use of the bus. The conditions and the amount of compensation are governed by the applicable national legislation; the regulation only stipulates certain minimum amounts. The compensation is not automatic, but may have to be sued in national courts.

In addition, the carrier must provide appropriate and proportionate assistance to long-distance passengers following an accident with regard to their immediate practical needs. This assistance includes accommodation, meals, clothing, transportation and the provision of first aid when necessary.

Entitlement to continuation of the journey, onward journey with a changed route and fare refund in the event of cancellation or long delay

In the event of overbooking or if the carrier must reasonably assume that the departure of a regular service * will be delayed or canceled by more than 120 minutes, passengers on long-distance services have the right to choose between onward travel with a changed route to their destination at no extra charge at the earliest possible date Time and under comparable conditions or reimbursement of the full fare and, if applicable, at the earliest possible time free of charge return to the place of departure specified in the transport contract.
Passengers are also entitled to this choice if the regular service is canceled or the departure from a bus stop is delayed by more than 120 minutes. If the carrier does not offer the passengers the choice between the reimbursement of the fare and the onward journey with a changed route in the aforementioned situation, they are entitled to compensation in the amount of 50% of the fare.
This right to compensation and possible reimbursement of the fare does not preclude passengers from pursuing claims under national law before national courts for any disadvantage they suffered as a result of the cancellation or delay of regular services.
If the bus becomes inoperable during the journey, the carrier must send another bus to the place where the inoperable vehicle is located in order to take passengers either to their destination or to a suitable waiting point or bus station from which they make the journey can continue.

Right to assistance in the event of cancellation or delay in departure

For long-distance journeys lasting more than three hours, passengers are entitled to appropriate assistance in the event of cancellation or delay in departure from a bus station for more than 90 minutes. This includes snacks, meals and refreshments and, if necessary, accommodation. (The carrier can limit the total cost of accommodation per passenger to EUR 80 per night for a maximum of two nights. It is not obliged to cover accommodation costs if the cancellation or delay is caused by adverse weather conditions or severe natural disasters.)

Rights of disabled people and people with reduced mobility **

In addition to general passenger rights, disabled people and people with limited mobility also have the following rights on regular bus services so that they can use the same travel options as other citizens.

a) Right of disabled people and people with reduced mobility to access to transport services at no extra charge

Carriers, travel agents or tour operators are not allowed to charge people with disabilities and people with reduced mobility a surcharge for bookings and tickets.
You may not refuse to make a booking, issue a ticket or take the person on board the vehicle due to the disability or limited mobility of people. Exceptions are only permitted if the transport of a disabled person or a person with reduced mobility would not be possible in accordance with the applicable passenger safety regulations or the health and safety requirements of the competent authorities or if it is not possible due to the design of the vehicle or the infrastructure, the disabled person To transport people or the person with reduced mobility in a safe and operationally feasible manner.
If a long-distance carrier, travel agent or tour operator refuses to make a booking, issue a ticket or take a passenger on board the vehicle for the reasons mentioned, he shall inform the passenger immediately - and upon request in writing - of the relevant reasons. In addition, in the event of a refusal to make a booking or issue a ticket, he shall inform the person concerned of any acceptable alternative transport with a service of the carrier. Can the reasons why a passenger made a booking or the
Refused to board the bus is cleared by the presence of a person who can provide the necessary assistance, the passenger can request to be accompanied free of charge by a person of his choice.
If a disabled person or a person with reduced mobility who has a ticket or a reservation and has duly informed the carrier of the special need for assistance is nevertheless refused long-distance transport due to their disability or limited mobility, this person can choose between the reimbursement of the Fare and - if the corresponding transport services are available - the onward journey with a changed route.
The carriers and bus station operators ensure non-discriminatory access conditions for the transport of disabled people and people with reduced mobility. You must bring these terms to the public's attention and make them physically available at the passenger's request.

b) Entitlement to special assistance

In long-distance transport, carriers and bus station operators must provide free assistance to disabled people and people with reduced mobility within their respective areas of responsibility.
Disabled people and people with reduced mobility must inform the carrier at least 36 hours in advance of their special needs and arrive at the designated point of the bus station at the agreed time before departure (no more than 60 minutes in advance).

c) Right to compensation in the event of loss of or damage to mobility aids

If mobility aids (a wheelchair or other auxiliary device) are lost or damaged through the fault of a carrier or bus station operator, they must pay compensation that corresponds to the replacement value of the equipment in question or, if applicable, the repair costs.

If necessary, every effort will be made to obtain temporary replacement for the lost or damaged mobility aid.


C.
Right to lodge a complaint with the carrier or a national enforcement body

Bus passengers can submit complaints to the carrier within three months and train passengers within one year of the actual or planned implementation of a regular service. The carrier must inform the passenger within one month of receiving the complaint whether his complaint has been accepted, whether it has been rejected or whether it is still being processed. He must provide him with a final answer within three months of receiving the complaint.
The deadlines mentioned do not apply to questions relating to compensation in the event of death or personal injury or loss of or damage to luggage as a result of accidents.

Enforcement of passenger rights

Each Member State must designate one or more bodies responsible for enforcing the rights set out in the regulation.
The National Enforcement Body is responsible for the enforcement of the Regulation in relation to regular services from places on the territory of the Member State and in relation to regular services from a third country to these places.
Any passenger can lodge a complaint with the relevant national enforcement body about an alleged violation of the regulation. The prerequisite is that the passenger has already submitted a complaint directly to the carrier and is not satisfied with the way it has been processed. You can contact the national enforcement agency for passenger rights under the following contact details:

Federal Railway Office
Heinemannstrasse 6
53175 Bonn
Citizen hotline for passenger rights
Phone: +49 228 30795-400
Email: [email protected]


Important NOTE:
The admissibility of the complaint with the enforcement agency for passenger rights of the Federal Railway Authority only arises if a complaint has previously been submitted directly to the carrier and the complainant is not satisfied with the way it has been processed.


In Austria, passengers who do not agree with the company's decision can contact the Independent Agency for Passenger and Passenger Rights (apf).
The documents must be sent using the complaint form at www.apf.gv.at/de.

If electronic transmission is not possible, the documents can be sent by post to:
Agency for passenger and passenger rights, train department, Linke Wienzeile 4/1/6, A-1060 Vienna.

Should there be differences of opinion between FlixMobility GmbH / FlixBus DACH GmbH and the passenger in relation to the provision of services, FlixMobility GmbH / FlixBus DACH GmbH declares itself in favor of the Bus transport ready to participate in a dispute settlement procedure before a consumer arbitration board.

Please refer to the Arbitration Board for Public Passenger Transport e.V. (SÖP):

Contact arbitration board Germany:

SÖP arbitration board for public transport e.V. www.soep-online.de

Fasanenstrasse 81 10623 Berlin
Telephone + 49 (0) 30 - 6449933-0 (Monday to Friday from 10 a.m. to 4 p.m.)
Fax +49 (0) 30 - 6449933-10
Email: [email protected]

Online complaint form for bus transport:
Bus: https://soep-online.de/beschwerdeformular_bus.html

In the event of differences of opinion in relation to the provision of services with regard to the rail transport, however, FlixMobility GmbH / FlixTrain GmbH takes Not participated in a dispute settlement procedure before a consumer arbitration board.

Furthermore, in accordance with Article 14 (2) of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013 on the online settlement of consumer disputes, reference is made to the possibility of consumer disputes arising from a contract concluded online to use the OS platform operated by the European Commission.

This is available at the following link: http://ec.europa.eu/odr.


* This provision does not apply to passengers with tickets with open travel dates as long as no departure time has been specified, with the exception of passengers who have a season ticket.
** Member States may exempt national regular services from the application of the provisions that apply to disabled people and people with reduced mobility, provided that they ensure that the level of protection for these people under their national legislation is at least equal to that of the Regulation.

Source: European Commission