Was your train cancelled between 12 and 13 February 2024?
You can claim compensation if you have incurred additional costs due to changing the time of your journey.
Customers can change the time or route of their journey free of charge if the train was cancelled or its timetable changed.
We had to cancel our long-distance traffic train services from 12 to 13 February 2024 due to the strike and railway damage. In these cases, our passengers have the right to have their ticket price refunded, travel to their final destination via a different route as soon as possible or postpone their journey at no additional cost. Unfortunately, we were unable to communicate these rights clearly enough to our customers, which meant that some of the passengers were charged for the price difference between their previously purchased and rerouted ticket.
Customers can change their long-distance traffic ticket at no extra cost if the train is cancelled or its timetable changes so that they arrive at their final destinations after a delay of 60 minutes or more. This applies to all ticket types for long-distance traffic.
If you were charged additional costs for changing the time of your journey, we will refund the additional costs in full. Read more about the customer’s rights in the event of a train traffic disruption here., Opens in a new tab You can submit the claim here, Opens in a new tab.
We apologize for any inconvenience this may cause. We are developing our ways of working so that in future we will be able to communicate our customers' rights quickly and clearly, especially in the event of disruptions.
