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Topic: right

Passenger rights

The Federal Railway Authority is the national enforcement body for European bus and coach, rail and ship passenger rights in Germany.

The uniform and customer-friendly rights enjoyed by passengers travelling by railway, sea and inland waterway or bus and coach transport in the EU include:

  • help and, in some cases, reimbursement if means of transport are delayed or cancelled;
  • assistance for persons with reduced mobility;
  • your right to be informed.

If your passenger rights are not respected by carriers, ticket vendors, station/terminal managers or tour operators, we will be happy to help you.

The Federal Railway Authority will, if necessary, forward your complaint to the appropriate supervisory authority.

If something goes wrong, however, it is usually advisable to first contact your carrier. The company will usually be able to help you quickly and unbureaucratically.

If your carrier is unable to help you, you can contact us as follows:

By post

Eisenbahn-Bundesamt
Fahrgastrechte
Heinemannstrasse 6
D-53175 Bonn

By email

fahrgastrechte@eba.bund.de

By fax

+49 228 30795-499

By telephone

From 09.00 to 12.00 hrs Monday to Friday

+49 228 30795-400

When submitting a complaint, it would help us very much if you could complete the complaints form provided. Please send it to the aforementioned address, enclosing a copy of your ticket and any other relevant documents. We will require some time to review your complaint, because we have to give the carriers concerned an opportunity to comment.

You can downlaod the text of the European Passenger Rights Regulations and other relevant legislation in German language below.

In addition you may also refer to the Arbitration Boards. For more information please contact us.