Travelling by train across EU borders

When you travel by train on international routes in the EU, you enjoy a number of rights as a rail passenger. You can read about them in this article.

Your ticket for a train journey in the EU may include travel guarantees and better rights than the minimum rights (e.g. compensation for a 30-minute delay) and a complaints guide. It is therefore a good idea to read the terms of the agreement that apply to your train ticket.

Please note that an individual EU Member State may decide that the rights should not apply to domestic train departures (cities, suburbs and regions etc.) and international train journeys starting or ending outside the EU.

In Denmark, DSB, Metro and Movia have common travel rules that provide a level of protection for rail passengers that is at least in line with EU rules. DSB also offers an extended option of compensation called DSB Travel Time Guarantee.

No matter where you buy your ticket and regardless of your nationality, the price you pay for the ticket must be the same as the price for locals. This means, if you buy a train ticket in Rome, the price must be the same as an Italian would pay for the ticket.

Rights in the event of delay or cancellation before departure

If train services are disrupted to delay the expected departure time, the train company is obliged to inform you of the updated departure and arrival times as soon as the information is available.

In the event that the train’s departure is delayed for more than 60 minutes, as far as possible you must be offered free meals and refreshments. You are also entitled to an offer of accommodation if necessary, as well as transportation to and from the accommodation. The train company has to pay all costs.

In addition, the train company must offer you these options:

• Refund of the full fare if you decide not to continue the journey and, if necessary, a return journey to your first place of departure if your connecting train is delayed or cancelled.
• Continuation or rescheduling of the journey to the final destination at the earliest opportunity.
• Rebooking your trip to your final destination at a later date, if that suits you better.

If the train journey is part of a package tour, you have a different set of rights. Find out more: Package tour terms.

You are entitled to compensation for delay to a train journey

If you reach your final destination with a delay of more than 1 hour compared to the original time of arrival, you are entitled to compensation – see below:

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

You should receive your compensation in the form of vouchers or cash (on request) within one month of your claim.

However, compensation will be paid only if it amounts to at least EUR 4.

If the train is blocked on the track, the train company must arrange for onward transportation to your destination station when physically possible. It does not have to be on another train.

Special rules apply to InterRail, Eurail and season tickets, for example.

Find out more: Your rights regarding bus travel.

Compensation for personal injury or damage to luggage

When certain criteria are met, the train company may be held liable if you are injured on the journey or your luggage is damaged, unless the cause of the damage is outside the control of the train company.

If you are responsible for an injury yourself, e.g. due to negligence, the train company may not be liable.

Your rights as a disabled person or a person with reduced mobility on train journeys

The rules for disabled persons or persons with reduced mobility apply on all train routes.

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

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

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

The train company and station managers must assist you at stations with boarding and disembarkation, as well as at connecting stations and at your final destination.

If any of your aids are lost or damaged as a result of handling by the train crew, you are entitled to compensation.

How to raise a complaint

• Contact the company that issued the ticket – whether the journey took place or not.
• Briefly summarise your complaint and provide relevant information, including dates, booking references and details of all the people you have spoken to.
• Keep a copy of your documents and allow a reasonable time limit for your claim to be looked at.

The company must send you a final response within 3 months.

If you are not satisfied with the response from the train company, ECC Net can help you with your complaint in the case of a foreign company.

Find out more: Contact ECC Denmark. Remember to include a copy of relevant correspondence.

We cannot help if you want to complain about DSB, for example. As a rule, the Appeals Board for Bus, Train and Metro can make a decision on the matter if the train company is established in Denmark or if the train company refers to the appeals board in the terms of its agreement. 

When luggage is lost on a train journey

In general, the train company is responsible for your luggage if the conditions for liability are met.

However, the train company is not liable if damage to luggage or injury to animals is caused by negligence on the part of the passenger. Your right to compensation will depend on several factors and will always depend on a concrete assessment of the circumstances.

If an electric wheelchair is damaged or destroyed on a train journey

You may be entitled to compensation if the train company is liable for the damage to your aid. There will always be a concrete assessment of the case. There is no financial limit to compensation.

Your rights when the train is blocked on the track

If the train is blocked on the track and cannot move on, the train company must arrange transport from the train to the next station, to another departure point or to the final destination of the journey whenever physically possible. This may be by an alternative means of transport.

You can often bring your bike

Yes, you have the right to bring your bike if practicable. You should check in advance whether it is possible to take your bike on the train journey, and if there are any fees.

As a rule, the bicycle must be easy to handle and must not interfere with the operation of the train in question. It may also depend on whether the train itself is designed to transport bicycles.

My luggage was lost on a long train journey – am I entitled to compensation?

In general, the train company is responsible for your luggage if the conditions for liability are met.

However, the train company is not liable if damage to luggage or injury to animals is caused by negligence on the part of the passenger. Your right to compensation will depend on several factors and will always depend on a concrete assessment of the circumstances.

What rights do I have if my train is blocked on the track?

If the train is blocked on the track and cannot move on, the train company must arrange transport from the train to the next station, to another departure point or to the final destination of the journey whenever physically possible. This may be by an alternative means of transport.

Can I bring my bike on any train?

Yes, you have the right to bring your bike if practicable. You should check in advance whether it is possible to take your bike on the train journey, and if there are any fees.

As a rule, the bicycle must be easy to handle and must not interfere with the operation of the train in question. It may also depend on whether the train itself is designed to transport bicycles.