Deutsche Bahn - Complaint | PolishTrains

At a glance

• Passengers delayed by more than 60 minutes are entitled to a 25% refund; over 120 minutes gives 50%
• Refunds are only paid when the compensation amount exceeds four euros
• Claims can be submitted via the online Passenger Rights Form or at a DB Reisezentrum ticket office
• Lost property can be reported through an online form at int.bahn.de with the train number and travel date
• Passengers who bought tickets via PolishTrains can handle all complaints in Polish through the PolishTrains team
• If DB rejects a complaint, the European Consumer Centre (ECC-Net) offers free cross-border dispute resolution

All complaint issues can be reported to the German carrier's hotline. Simply call +49 30 2970, where English language support is available (please dial 9). This is particularly good for people who want to clarify complicated and non-standard situations or who do not know which branch to report their case to. There are also dedicated numbers for specific departments, e.g. for international order changes (+49 61 727 613 210) - see the DB website for more details.

However, if you do not wish to contact by phone or do not speak either German or English, the best option would be to contact by email or via the contact form.

Deutsche Bahn allows for ticket refunds or compensation when a train has not arrived on time . If the delay is more than 60 minutes, the passenger is entitled to a refund of 25 per cent of the ticket value, and up to 50 per cent if the delay is more than 120 minutes.

Requests can be made electronically or via the Passenger Rights Form. The form can be printed out and mailed to Deutsche Bahn headquarters or handed in at a DB Reisezentrum ticket office within Germany. Refunds are only paid above the value of €4.

Refunds and ticket exchanges depend on the fare:

Super Sparpreis - tickets are not refundable or changeable,

Sparpreis - partial refund or change of date possible for a fee,

Flexpreis - full flexibility, possibility to cancel ticket before departure.

It is worth remembering that Deutsche Bahn processes all requests in accordance with EU rail passenger rights legislation.

If you lose your belongings on a Deutsche Bahn train, you can use the form available online at:int.bahn.de/en/pomoc/contact/office-things-found/zglos-zgube. It is available in English or German.

All you need to do is provide a description of the lost item, the train number and the date of travel. The passenger is informed of the result of the search by email. Additional questions can be addressed to the Deutsche Bahn Fundservice at +49 30 586020909.

Passengers with disabilities have the right to lodge a complaint in the event of an inconvenience during their journey, such as the absence of pre-ordered assistance when boarding, changing or alighting. Such complaints are accepted by the Mobilitätsservice-Zentrale, Deutsche Bahn's special centre for barrier-free travel. Complaints can be sent by e-mail to msz@deutschebahn.com or made by telephone on +49 30 65212888.

In your complaint, please indicate your ticket number, the date of your journey and a description of the situation, including the type of inconvenience (e.g. no assistant, non-functioning platform, unsuitable carriage). Deutsche Bahn investigates such complaints on a case-by-case basis and, if the passenger's rights are confirmed to have been violated, offers reimbursement or compensation in accordance with the applicable EU regulations for travel by persons with reduced mobility.

If the ticket was purchased through the PolishTrains platform, the complaint can be made directly in Polish. Simply report the problem via the contact form. The PolishTrains team will assist in forwarding the claim to Deutsche Bahn, monitor the progress of the case and inform you of the carrier's decision.

An additional facility is the PolishTrains hotline, which provides support on issues of refunds, compensation and changes. Passengers can also use the mobile app, where ticket history and travel status notifications are available.

This ensures that those travelling with Deutsche Bahn have full support in Polish - both when planning their journey and in the event of problems requiring complaints.

Once a complaint is submitted, the passenger receives an acknowledgement. The response time is usually no more than 30 working days, although for international complaints the process may be longer due to the need to consult with foreign partners.

It is advisable to enclose a copy of the ticket, payment confirmation, order number and, if applicable, photographs or certificates of the train delay. In the case of electronic tickets, the order number and the passenger's details are sufficient.

In contentious situations, where the passenger does not agree with the decision of the carrier, it is possible to turn to the European Consumer Centre (ECC-Net), which assists in resolving international disputes between passengers and rail carriers free of charge. This is particularly useful for people who have bought a ticket in Poland but are complaining about a service provided in Germany.