Rail deadlines - Agency for Passenger Rights

How long does the company have to respond to a complaint?

Passengers who wish to make a complaint to a rail company must do so within three months of the incident.
In principle, the company must provide a reasoned response within one month of receiving the complaint .
In justified cases, it is sufficient for the company to inform the passenger within one month of receiving the complaint that a response will be provided within a maximum period of three months.
The train-company has one month to process an application for delay compensation and make the payment.
The period begins when the complete application reached the train-company.

Article 19(7) of Regulation (EC) No 2021/782
Article 18(5) of Regulation (EC) No 2021/782.
Section 20(8) EisBFG and Article 28(2) of Regulation (EU) 2021/782.

What deadlines apply when applying for a fare refund?

Payment of a refund for ticket returns due to expected delays of more than 60 minutes, missed connections, train cancellations or incorrect purchases must be made within 30 days.

§ The legal basis is Article 18(5) of Regulation (EC) No 2021/782.

There is also a 30-day deadline for payment or payment instructions for other refunds.
This includes, for example, refunds for reasons for which the passenger is responsible (change of travel plans, change of date, etc.).
Individual tickets must be returned before the first day of validity. Time tickets and group tickets can also be returned within the period of validity.

In principle, the time limits begin to run upon receipt of the complete application by the company. The refund is free of charge if the company is responsible for the reason why the ticket was not used (e.g. if the train is overcrowded). In addition, the fare regulations of the railroad companies may provide for further regulations on refunds, for example if the ticket is returned on or after the first day of validity or for tickets purchased via a specific sales channel (e.g. online store), in order to prevent the misuse of a ticket that has already been refunded.

§ 9 EisbBFG.

Tips on how to proceed with refunds

Contact the company as early as possible when returning the ticket:

Deadline table

Relevant incident	Submission of the complaint to the company	Initial response from the company	Payment for applications for delay compensation	Payment instruction for a fare refund
0 days	up to three months after the incident	up to one month after filing the complaint - in justified cases up to three months	up to one month after submission of the application	within 30 days of submitting the application