How must companies publish fares?

Fares can be published on the company's website by means of a price query.

Companies must indicate the total price and the composition of the prices in the price queries, in the shopping cart before completing the booking and in the booking confirmation or on the ticket.

In the case of price inquiries via the company's website or mobile app, the most favorable price must be clearly displayed.

Before completing the booking, the customer must be informed of the specific cancellation and refund conditions.

If there is no ticket counter, ticket machine or other means of purchasing tickets in advance at the departure station or stop, passengers must be allowed to purchase tickets on the train without additional charges.

Train companies may restrict or refuse this right for reasons of safety or if reservations are required.

Without prejudice to any social tariffs, fares must be offered without direct or indirect discrimination on the basis of the passenger's nationality or the company's place of establishment.

The legal bases are Sections 12 and 13 (8) EisbBFG and Art. 5 Regulation (EU) 2021/782.

What information obligations do rail companies have?

In accordance with national passenger rights, passengers must be informed of disruptions, delays, train cancellations and the expected effects appropriately and according to availability. Information must be provided via the available information channels (e.g. monitors, notices, e-mail, text messages, ticket staff, ticket machines). Travel information for passengers must be provided in real time wherever possible.

Passengers must also inform themselves appropriately and in good time about disruptions, such as long delays or train cancellations, and pay attention to the information provided.

Railroad companies, ticket vendor and transport associations must comply with an increased obligation to provide information if they have the contact details of passengers (e.g. by e-mail or text message).

In accordance with EU passenger rights, railroad undertakings and ticket offices must provide information on request before the start of the journey or during the journey.

Before starting the journey:

• General terms and conditions
• Timetables and conditions of the journey with the shortest travel time
• Timetables and conditions for all available fares, highlighting the journey at the lowest fare
• Availability of parking spaces and access conditions for bicycles
• Availability of seats in first and second class as well as couchettes and sleeping cars
• Disruptions and delays
• Procedure for reporting lost baggage
• Complaints procedure

During the journey:

• Services on the train and on-board facilities, including WLAN
• Most important connections and nearest station
• Disruptions & delays

The legal bases are Section 20 EisbBFG and Art. 9 in conjunction with Annex II Parts I and II of Regulation (EU) 2021/782.