Passenger Rights and the Arbitration Board

In Germany, we have standardized passenger rights which regulate your claims in the event of delays or cancellations. If you find yourself in a dispute, you can receive support through the arbitration board.

S-Bahn Berlin

Passenger rights also apply to the S-Bahn Berlin.

In Germany, we have standardized passenger rights in the railway industry. These rights are universally valid, regardless of whether you are traveling on the ICE or the S-Bahn. They are also used in "travel chains", for example when trains of different railway companies are used with one ticket.

Each ticket acts as an independent transportation contract, which is why compensation for delays is determined for each individual ticket. The same applies to return trips, even if they are shown on one ticket.

Delays at the destination

20 minutes or more
- Continue the journey on the same route or
- Continue traveling on a modified route or
- Travel by long-distance train with reimbursement of necessary expenses

60 minutes or more
- Reimbursement in the event of non-commencement of the journey or partial reimbursement for partial or continued journey on a modified route under similar conditions
- Compensation of 25% of the fare
- Use of an alternative means of transportation, if the contractual arrival time lies between 0:00 and 5:00, replacement of expenses up to max. 80 EUR
120 minutes or more
- Same as 60 minutes
- Plus and additional 50% fare compensation

Cancellation of the last scheduled connection of the day

Refund

Compensation amounts of 4 euros an less will not be paid off. Owners of season tickets for public transport must claim at least 3 delays and submit them collectively to receive a reimbursement.

How would I file a claim?

If you were traveling exclusively with the S-Bahn Berlin, please informally send your compensation and reimbursement claims together with the necessary documents and receipts (tickets, bills, etc.) directly to us:

S-Bahn Berlin GmbH
Fahrgastrechte
Elisabeth-Schwarzhaupt-Platz 1
10115 Berlin

If you have used several railway companies, please submit your request for compensation to: Servicecenter Fahrgastrechte, 60647 Frankfurt am Main. In order to be reimbursed, a filled-out passenger rights form, together with the necessary documents (tickets, certificate of customer service, etc.), is needed. Detailed information on passenger rights the form can be found at www.bahn.de/fahrgastrechte.

Deadlines

You have to request your claim for reimbursement or compensation within one year of the ticket expiration date. It is recommended to claim compensation for single tickets as soon as possible. For tickets that have a validity of at least one day, please collect and submit them in one sending.

Tickets with a validity up to one month (day tickets, 7-day tickets and monthly tickets) can be submitted after the expiration date. Tickets with a validity of more than one month (yearly tickets and subscriptions) should be submitted as soon as the compensation claim amounts to 4.00 EUR.