Your rights when travelling by train


Learn more about your rights as a train passenger travelling within the EU if you experience delays, cancellation or discrimination when buying train tickets.

The price of a train ticket must be the same irrespective of your nationality or where you buy the ticket.

The railway operator has an obligation to inform you of delays or service interruptions as soon as this information is available.

If the train is more than 60 minutes late, you must be offered complimentary refreshments. If necessary, you must also be offered accommodation and transport to and from the place of accommodation.

You can have your trip rescheduled or your money back

If the train is blocked on the track, transport must be provided from the train to the nearest railway station or to your final destination. If the train journey cannot continue, the railway operator must arrange for alternative transport for you as soon as possible.

If you arrive more than 60 minutes late at your final destination, you must be offered a choice of:

  • A refund of the full ticket price if you decide not to continue your journey and a return trip to your first place of departure
  • Rescheduling of the trip to the final destination at the first given opportunity (at no cost to you)
  • Rebooking of your trip to the final destination to a later date if that suits you better

Further information: Terms & conditions for package tours

You are entitled to compensation

If you experience a delay exceeding 1 hour or cancellation, you are entitled to compensation.

  • If you arrive at your final destination between 1 and 2 hours late, you are entitled to 25% of the ticket price in compensation
  • If you arrive at your final destination more than 2 hours late, you are entitled to 50% of the ticket price in compensation

You should receive your compensation in the form of vouchers or cash (at your request) within a month after having presented your claim.

However, compensation is paid out only if the amount is at least 4 euro.
Special rules apply to e.g. InterRail, Eurail and season tickets.

Further information: Your rights when travelling by bus

These train routes are comprised by the rules

The rules apply to train passengers on international routes within the EU.

The individual EU member states may decide that these rights do not apply to domestic trains (in cities, suburbs and regions, etc.) and to international trains starting or terminating outside the EU.

In Denmark, DSB, Metro and Movia have common rules that ensure train passengers rights which, as a minimum, correspond to the EU rules. 

DSB also offers an extended compensation programme called DSB Rejsetidsgaranti (travel time guarantee). 

Your rights if you are disabled or have reduced mobility

The rules regarding people who are disabled or have reduced mobility apply to all train routes.

If you are disabled or have reduced mobility, you are protected against discrimination. This means that you have the right to be able to travel without additional problems or costs.

You should inform the railway operator of your need for assistance at least 48 hours before departure.

The railway operator, ticket issuer and tour operator must inform you of the availability of train services, access conditions and facilities on the train.

The railway operator and station managers must help you get on and off at stations where you are changing trains and at your final destination.

If any of your aids are lost or damaged as a result of the train staff’s handling of them, you are entitled to compensation.

How to complain

  • Contact the firm that issued the ticket – irrespective of whether or not you actually travelled
  • Briefly summarise your complaint, providing relevant documentation, including dates, booking references and information about all the people you talked to
  • Remember to keep copies of your documents and allow the firm reasonable time to look into your claim
  • The firm must send you a final response within 3 months

Getting help in connection with a complaint

If you are not satisfied with the response from the railway operator, European Consumer Centre Denmark can help you with your complaint. Remember to include copies of all relevant correspondence.

The secretariat of the Appeal Board for Bus, Train and Metro (Ankenævnet for Bus, Tog og Metro) is an approved board of appeal which you can contact if the travel provider rejects your complaint or you do not find that the compensation offered is adequate.

 

 

12. October 2016

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