Rail: Responsibility for cross-border train journeys
from Jürgen Vogl
The complainant wanted to travel from Munich to Lienz, with a connecting train in Salzburg, and bought an ÖBB ticket online. As the departure in Munich was over half an hour late and the passenger was therefore unable to catch the last connecting train in Salzburg, she enquired at the Deutsche Bahn (DB) ticket counter about how to proceed. She was informed that she should start her journey the next day. As this meant that she was unable to stay overnight in the hotel she had booked in Lienz, she was also promised reimbursement of the costs at the DB ticket counter. In the end, the request was forwarded by DB to ÖBB, which refused to cover the hotel costs. The passenger then turned to apf. In the end, apf obtained reimbursement of the hotel costs as part of an arbitration procedure.
Tips from the apf:
- The rail company from which you purchased the ticket is always responsible for claims for compensation or reimbursement. If two companies are involved, as is the case with cross-border journeys, you can submit the completed application to both. The companies are obliged to forward your documents to the responsible company.
- Obtain written confirmation of the staff's commitments, e.g. for the assumption of hotel costs.