Refund: VORTEILSCARD expired

The employee at the counter advised the passenger that she should point out the forgotten VORTEILSCARD to the train attendant and ask for a note to this effect on the ticket so that she could be refunded the excess amount paid upon presentation of the new card. Although everything was complied with and submitted as discussed, the rail company refused to refund the amount, whereupon the passenger contacted apf. In the end, apf was able to mediate positively and obtain the transfer of the difference.

Note: A note made by a train attendant is considered personalization of the ticket and is sufficient proof for the refund.

You can find more information about your passenger rights on the apf homepage. Click here to be redirected.

Tips from the apf:

• Check in good time whether your discount card is still valid or whether you have inserted the correct card. It is possible to buy a discounted ticket - both at the ticket counter and at the ticket machine - without a discount card, but you risk paying a penalty as you will have to show the VORTEILSCARD on the train in any case.
• Have tickets that are not in your name and that you had to buy at the normal price due to the lack of a discount card personalized. Ask the train attendant to write your name, date of birth and the type and number of your ID on the ticket.
• Submit the ticket with a copy of your Vorteilscard to the rail company no later than six months after the last day of validity of your ticket so that you can be refunded the difference (minus a processing fee of 10 euros).
• If you have received a penalty payment, please send the receipt with a copy of your VORTEILSCARD within 13 days to the address stated on the receipt so that the additional fare claim can be reduced to the processing fee of 10 euros.