How can I change my subscription data?
You can change your bank details, address, e-mail or phone number quickly and easily using our subscription portal (only german).
If you make any changes to your name, please send our subscription processing centre a copy of your new government-issued ID to the following address:
- S-Bahn Berlin GmbH
Postfach 90 01 13
- contact form
- Fax: 030 297-43344
Processing the changes will take require some time, so we would ask you to forward the information about your new personal details by the 10th day of a given month if you want the changes to come into effect in the following month.
If you have any additional questions, simply contact us via our subscription information hotline at +49 (0) 30 297-43555. This service line is open from 6 a.m.-10 p.m. on Monday-Friday, and from 7 a.m.-9 p.m. on Saturday, Sunday and public holidays.
Changes to your subscription's travel zones
If you want to change your subscription type while it is currently valid, please fill in a new subscription contract and select the box "Änderung des bestehenden Abonnements" in the upper section of the page. Please submit this to a S-Bahn Berlin sales point by the 10th day of a given month if you want the changes to come into effect in the following month. If possible, include the remaining coupons from your current subscription. Please note: If you switch to a new contract, your new subscription is valid for full year.
If you have any additional questions, simply contact us via the subscription information hotline at +49 (0) 30 297-43555. This service line is open from 6 a.m.-10 p.m. on Monday-Friday, and from 7 a.m.-9 p.m. on Saturday, Sunday and public holidays.
Checking the validity of a VBB-fahrCard
Loss or theft of a VBB-fahrCard
If you have a subscription contract with S-Bahn Berlin, our customer service centre will issue you with a new VBB-fahrCard (electronic ticket) in the event of theft or loss. The service centre also cancels the lost/stolen pass. A fee of EUR 10 is charged for the replacement pass. A fee of EUR 20 is charged if a second replacement pass is necessary within 24 months of the first replacement pass being issued.
If you have any additional questions, simply contact us via the subscription information hotline at +49 (0) 30 297-43555. This service line is open from 6 a.m. - 10 p.m. on Monday-Friday, and from 7 a.m. - 9 p.m. on Saturday, Sunday and public holidays.
Cancelling your subscription
You can cancel your subscription contract via our subscription portal up to 6 weeks before its 12-month validity period is due to end.
Alternatively, you can cancel it in writing using the contact details provided below. Please note: If you have a VBB-fahrCard (electronic ticket), you must return it to a S-Bahn Berlin customer service centre by the 10th day after the cancellation comes into effect.
- S-Bahn Berlin GmbH
Postfach 90 01 13
- contact form
- Fax: 030 297-43344
You can cancel your subscription contact in writing before its 12-month validity period is due to expire. Please include the remaining coupons from your current subscription or your VBB-fahrCard. The following applies if you want to cancel your subscription as part of an extraordinary termination of your contract: we look at VBB's fare system, take the price of the corresponding monthly pass without a subscription and multiply this by 12, charge 1/365th of this figure for every day that you have used the ticket, and charge the difference to the costs you have already paid. Put another way, the price benefits of a subscription relative to buying individual tickets fall away, and the difference to the subscription price is charged for every month of usage. A fee of EUR 2.50 is charged for processing an extraordinary termination of a subscription contract.
If you have any additional questions, simply contact us via the subscription information hotline at +49 (0) 30 297-43555. This service line is open from 6 a.m.-10 p.m. on Monday - Friday, and from 7 a.m. - 9 p.m. on Saturday, Sunday and public holidays.
Terms and conditions of ticket usage
Ticket machines and validators
Information about the options available when buying from a ticket machine are available at: S-Bahn ticket machine
If you have any further questions, comments or complaints about ticket machines and validators, please contact us using details provided below. If you experienced any problems with a ticket machine or validator, please include the machine's ID number.
- Phone: +49 (0) 30 297-43696 (6 a.m.-10 p.m. on Mon-Fri; 7 a.m. - 9 p.m. on Sat, Sun, public holidays)
- contact form
Please note: Our ticket machines do not swallow bank cards if these are left in the card reader. We would therefore ask you to make sure that you always remove your card from the reader.
Our service and sales points can be found in and at many S-Bahn stations: Our locations
Ordering tickets via the online shop
Selected tickets for public transport in the Verkehrsverbund Berlin-Brandenburg can be ordered in the online shop.
Information about payment options, delivery and cancellation rights is available in the general terms and conditions for the online shop.
If you have bought tickets from S-Bahn Berlin (indicated by the symbol on the bottom right of the ticket), you can return them at any S-Bahn Berlin sales point as part of a refund application. A fee of EUR 2 is charged for processing this application.
If the validity period of a monthly or weekly pass has already begun, the fee also includes the equivalent of two single journeys (according to VBB's fare system) for every day since the beginning of validity, including the day you apply for a refund.
If you have bought your tickets from another transport operator (e.g. BVG), please contact the relevant sales points.
If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.
Proving ownership of a ticket after inspection
If you were unable to present your personal ticket for inspection, you can bring the original ticket and, if associated, your customer card to our service centre at Ostbahnhof station within seven days as proof of ownership. Please also bring the documents you received from the ticket inspectors (demand for payment "Zahlungsaufforderung" and incident details "Feststellungsbeleg". If you do this, the penalty fare is reduced as per point 9 of the conditions of carriage (german).
This reduction does not apply to transferable tickets, such as single tickets, day tickets, or VBB Umweltkarte (monthly ticket) passes.
Please note: At the earliest, penalty fare reductions can only be assessed and processed at our service centre at Ostbahnhof after 2 p.m. on the next workingday after the ticket inspection.
Service centre ("Kundenbüro") at Ostbahnhof
Upstairs in the station's entrance hall
Am Ostbahnhof 9
Monday-Thursday: 8 a.m.-8 p.m.
Friday: 8 a.m.-6 p.m.
Closed at weekends and on public holidays
Customers with S-Bahn Berlin subscriptions can present their tickets within the abovenamed deadline at an S-Bahn Berlin customer service centre.
Paying the penalty fare
The penalty fare must be paid within 14 days following ticket inspection. The money must be transferred to the account named below using the form provided by the inspectors.
infoscore Forderungsmanagement, 33401 Verl
BIC: PBNKDE FFXXX
You can also pay the penalty fare by presenting the documents you received from the ticket inspectors (demand for payment "Zahlungsaufforderung") and incident details "Feststellungsbeleg") at a S-Bahn Berlin sales point.
Challenges and questions regarding penalty fares
You can challenge a penalty fare or ask questions regarding the fine by contacting the address provided below within 14 days of the date printed of the incident details ("Feststellungsbeleg") issued during ticket inspection. Please include the 13-digit number included on the incident details slip.
- S-Bahn Berlin GmbH/EBE
- Selfservice (german): sbahn-ebe.de
- Fax: +49 (0) 30 297-37155
VBB-fahrCard confiscated during ticket inspection
If ticket inspectors are not able to read your VBB-fahrCard (electronic ticket), they will retain it and forward it for validation to the transport company from which you bought it. If you are not responsible for the fact that the VBB-fahrCard is not legible, you will be issued with a new ticket without further ado.
If your VBB-fahrCard is a personal pass (e.g. Azubiticket for apprentices or Abo 65plus for senior citizens), please provide the company issuing the subscription with a new photo as quickly as possible.
Inspecting your VBB-fahrCard takes max. 14 days. During this period, you can buy tickets as normal. The combined price of paper tickets you use during this time will be refunded if you are not responsible for the fact that the VBB-fahrCard is not legible.
If it is proven that you are responsible or if you did not have a valid ticket at the time and place of ticket inspection, you will have to pay a penalty fare.
If you have any additional questions, please contact the transport company from which you bought your VBB-fahrCard. If you bought your subscription from S-Bahn Berlin, simply contact us via the subscription information hotline at +49 (0) 30 297-43555 if you have any questions. This service line is open from 6 a.m.-10 p.m. on Monday-Friday, and from 7 a.m.-9 p.m. on Saturday, Sunday and public holidays.
Ticket inspectors' decisions
Ticket inspectors are not authorised to decide if a passenger has deliberately or accidentally used a public transport service without a valid ticket. Their job is merely to inspect tickets and their validity, and to identify passengers who were unable to present a valid ticket upon request.
Lines, frequency of services and train capacities
S-Bahn Berlin provides public transport services on behalf of the states of Berlin and Brandenburg. The scope of these services is outlined in the contract concluded by all the parties. As part of our contractual service obligations, we provide a wide range of information about the routes served by trains, how frequently these trains run, and how many passengers they can carry. If you have any questions, information, praise or criticism regarding S-Bahn services, simply use the details listed below to contact a customer service employee.
- Phone: +49 (0) 30 297-43333
Construction-related changes in schedule
Information about construction work and timetable changes
We provide information about the timetable changes resulting from scheduled construction work approximately two weeks in advance in the timetable section on our homepage. The information is also available in the S-Bahn app and at timetable changes .
Our e-mail newsletters (only german) also provide updates about timetable changes on our routes. If you would like to receive these newsletters automatically. Provide your name and e-mail address, and select the relevant settings.
Other sources of information about timetable changes include our customer magazine punkt 3 (only german) and notices on the platforms at S-Bahn stations.
If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.
Refunds due to construction work
Passengers can use alternative routes to avoid construction work within the S-Bahn network. Fare refunds are not available in the event of longer journey times due to alternative routes - see point 18 of VBB's conditions of carriage (german).
Infrastructure manager DB Netz AG oversees construction work on the S-Bahn network and aims to continuously enhance our service for customers. If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.
Schedule deviations due to a fault
Information about disrupted operations
Real-time updates for specific trains and other information about disruptions are available in our website's timetable information section and the S-Bahn App. You can also use your computer or smartphone to see when a specific train will serve a given station.
Confirmation of delays
Refunds due to delays
Detailed information about passenger rights is available at: passenger rights
The main factor entitling a passenger to a ticket refund is a delay of at least 60 minutes when reaching the destination station. The form and information necessary for a refund application are available online at www.bahn.de
Applications are processed at the passenger rights service centre in Frankfurt am Main, which handles this work on behalf of every rail company in Germany.
Adhering to the planned timetable is of paramount importance to our train drivers, particularly during peak times. When a lot of trains are running, our goal is to ensure that delays on one line does not get "transferred" to other services. Even slight delays to a train's departure times build up as it travels its route, and they have a knock-on effect for people who want to change lines.
If a delay is likely to make catching a connection difficult, either because it is late at night or involves a regional train that only runs once per hour, passengers can contact our customer service employees at +49 (0) 30 297-43333. They will pass your information on and attempt to ensure that you can catch your connecting train. The relevant rail traffic control base coordinates with the operations centre and then decides how long a train can wait before departing.
Lifts and escalators
Travellers with information about faults or damage affecting lifts and escalators can contact DB Station&Service AG's Triple-S Centre at +49 (0) 30 297-1055. We are very grateful for any assistance that the public can provide.
Written queries and information about lifts and escalators in Berlin's S-Bahn network can be sent to the following address for DB Station&Service AG, the owner and company responsible for these facilities.
DB Station&Service AG
Assistance for travellers on VBB's bus and rail services
Passengers with reduced mobility can rely on assistance from VBB's traveller support for bus and rail services, available from 9.30 a.m.-5.30 p.m. on Monday-Friday. This support for public transport is free of charge and is for anyone with a disability, regardless of its type.
Further information and the online form for requesting assistance are available online at www.vbbonline.de/begleitservice
It is also possible to request assistance by phone at +49 (0) 30 34649940. This line is open from 9 a.m.-4 p.m. on Monday-Friday.
Train stations, trains and railway tracks
Cleanliness of trains and stations
The cleanliness of our stations and trains is of particular importance to S-Bahn Berlin. Our cleaning teams work to busy schedules, but littering can occur even after they have just completed work at a particular station or on a specific train. We would be very grateful if you want to help us coordinate our cleaning teams' activities. If you see dirt or litter, please contact our customer service employees at +49 (0) 30 297-43333.
You can also use WhatsApp to contact us at +49 (0) 157 923 628 36. Simply send us a message that includes the location or vehicle number that requires cleaning, along with a description of the situation.
Berlin's S-Bahn network uses a third rail for power, a potential hazard that means cleaning the system's tracks requires a lot of organisation. Our teams use a cleaning agent specially developed for us to maximise efficiency. Their activities are scheduled so that tracks are, under normal circumstances, cleaned twice a year within the system's central zone (including the Ringbahn line circling the city), while stations outside this are cleaned once a year. This work is performed by infrastructure manager DB Netz AG, which owns the tracks and associated facilities.
If you have any queries or information, please use the following contact details.
Reporting faults and damage
Ströer AG handles the marketing of advertising media on our trains and at our stations. If you have any queries or information, please use the following contact details.
Commercial property at S-Bahn stations
DB Station&Service AG is the owner of and company responsible for commercial property at S-Bahn stations.
If you have any queries or information regarding these facilities, please use the following contact details.
Lost & Found
Reporting losses or looking for lost items
Lost property that was handed over to the Berlin S-Bahn is transferred centrally to the lost property collection point near the Warschauer Straße railway station and transferred after 10 weeks to the central lost property office in Wuppertal.
S-Bahn Berlin lost property office
- S-Bahn Berlin GmbH
- Opening hours:
Mon, Tue, Fri: from 09:00 - 18:00; Thu: from 09:00 - 20:00; Wed, Sat, Sun & on holidays: closed
- Phone: +49 (0) 30 297 43 333
DB main lost property office in Wuppertal
- Fax: +49 (0) 69 265 21387
- Phone: 0900 1 990599
(EUR 0.59/min. from a German landline; charges for mobile phones may differ) from 8 a.m. - 8 p.m. on Monday-Saturday, 10 a.m. - 8 p.m. on Sunday and public holidays.
- E-mail: fundbuero.DBAG(at)bahn.de
- Homepage: www.fundservice.bahn.de
You can also contact the BVG lost property office or lost property office managed by the city of Berlin.
BVG's lost property office:
- Lost Property Office (“Fundbüro”)
Potsdamer Str. 180/182
- Fax: +49 (0) 30 25628020
- Phone: +49 (0) 30 19449
- E-mail: info(at)bvg.de
Berlin’s Central Lost Property Office:
Finding lost items
German law (Section 978.1 of the German Civil Code) requires someone who finds an item on a train or in the grounds of a station to bring it to one of our employees without delay. If you hand an item in, please make sure that you ask the relevant employee to issue you with confirmation.
If the item is returned to its rightful owner, we are obliged by law to provide the finder with the owner's name and address so that the former can assert their claim to a possible reward.
Public safety & order
Complying with conditions of carriage
S-Bahn Berlin is making greater use of security personnel to tackle non-compliance with our conditions of carriage, such as smoking where it is not permitted, begging or disorderly behaviour on trains. Given that 3,000 trains serve our 166 stations on a daily basis, it is not always possible to guarantee the same level of supervision and orderliness at all times.
We would welcome any support that you could provide for our work to coordinate our security personnel's activities.
If you see someone contravening our conditions of carriage on our trains or at our stations, please notify us using the following contact details.
The conditions of carriage for all transport companies operating services within the VBB system are available at The conditions of VBB (german).
Every year, S-Bahn Berlin has to spend over EUR 5 million to repair needless damage.
We would ask you to please help us combat this problem.
A reward of up to EUR 1,000 is available for information that enables us to identify vandals.
Please contact the German Federal Police with any details you may have:
Emergency preparedness and response
The German Federal Police are responsible for emergency preparedness and response measures pertaining to Deutsche Bahn and S-Bahn Berlin.They are responsible for security on trains and at stations.
If you want to report any information of relevance to emergency preparedness and response activities for the S-Bahn Berlin network, you can use the contact details provided below for the Federal Police.
As part of our company rules and regulations, S-Bahn Berlin also makes use of all available measures to monitor compliance with its conditions of carriage and, at the same time, ensure the safety of our passengers. In the event of an emergency, call 110 to notify the police immediately.
Passenger safety when boarding and alighting
For you own safety, please pay attention to the signals when a train is preparing to leave a station. First there is an announcement "Zurückbleiben – bitte!" ("Stand back, please"), then the red light on every train door lights up, and then a three-note warning signal sounds. Please make sure that none of your belongings can get caught in the closing doors.
The doors feature pictograms illustrating the dangers of boarding or alighting from a train too late.
Ignoring the warning signals can have life-threatening consequences.
If you have any information, questions or criticism about the departure process for trains, simply use the details listed below to contact a customer service employee.
The Legal Affairs department handles issues relating to liability damages for all Deutsche Bahn companies.
Please contact the following office in the event of material damage or issues arising from accidents connected with your usage of S-Bahn Berlin services.
- Deutsche Bahn AG
60039 Frankfurt am Main
- E-Mail: haftpflicht(at)deutschebahn.com
Press / Filming permits
Photography and filming for commercial purposes
If you want to apply for a permit to take photographs or shoot footage, all of the necessary information is available at Photography and filming for commercial purposes.
Photography and filming for personal use
No permit is required if you want to take photographs or shoot footage for personal use at a location that is accessible to the general public.
You must not endanger your own safety or the safety of others when taking photos or filming. For this reason, the use of spotlights, flash equipment or stands is not permitted.