Deadline Reduction and Refund
The rights and obligations of rail passengers will be significantly changed from June 7, 2023 by a new EU regulation. These rule changes are primarily relevant in the event of train cancellations or delays and are expected to directly impact the travel experience of millions of people who use rail every day.
Previously, customers had the right to request a refund up to a year after an event such as a train cancellation or delay. However, the deadline to request a refund will be shortened to three months from June 7, 2023, meaning passengers will need to make their claims within this shortened window.
In addition to this change, there are certain refund exceptions. If railway companies can prove that the delays or cancellations were beyond their control, they are no longer entitled to a refund. Such extraordinary circumstances can be extreme weather events, natural disasters or interventions by third parties such as people on the tracks, cable theft or sabotage. A major public health crisis, such as a pandemic, can also qualify as such an extraordinary circumstance.
Alternative onward travel options and accommodation
Despite these new regulations, railway companies are still obliged to provide alternative options for onward travel or accommodation in a hotel if significant delays or train cancellations occur. However, from June 7, 2023, Deutsche Bahn can limit accommodation to a maximum of three days, meaning that passengers will have to make their own arrangements after three days if they have not yet arrived at their destination.
The compensation scheme for delays will also remain in place, albeit with some adjustments. Passengers receive compensation of 25 percent of the fare for a delay of 60 to 119 minutes at the destination station. If the delay is 120 minutes or more, the compensation increases to 50 percent of the fare. The same delay periods also apply to round-trip tickets, but the compensation is calculated on the basis of half the ticket price.
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