Your Rights

Our main duty is to transport you safely and on time. This doesn’t always happen. The legislator has therefore defined comprehensive passenger rules for rail transport. For example, if a train is delayed by more than 60 minutes, the rail company must offer food and drink, where available. In the VBN area, the rail companies DB Regio, Eisenbahnen und Verkehrsbetriebe Elbe-Weser (evb), metronom, NordWestBahn and start run. The uniform European Regulation on Rail Passengers’ Rights and Obligations (EC number 1371/2007) applies to them. For example, any compensation claims can be made in a nationally centralised complaints procedure via

Servicecenter Fahrgastrechte
60647 Frankfurt am Main

Telephone 01 80 62 02 17 8 (20 cents per call from a German landline, rates for mobile calls up to 60 cents per call)
www.fahrgastrechte.info

Cases where NordWestBahn or Regio-S-Bahn are the cause of delays are processed by the following office:

Transdev Service GmbH
Demminer Straße 65
17034 Neubrandenburg
Email: kundenservice(at)transdev.de
www.transdev.de

Nahverkehr-Schlichtungsstelle e.V. (SNUB) also acts as a regional arbitration centre for passenger rights for erixx, evb and metronom in the VBN area.

SNUB – Die Nahverkehr-Schlichtungsstelle
Postfach 6025
30060 Hannover
Fax: 05 11/16 68 96 20 00
Email: kontakt(at)nahverkehr-snub.de
www.nahverkehr-snub.de

The national Schlichtungsstelle für den öffentlichen Personennahverkehr e.V. (Söp).is an arbitration centre for railways, buses and trams, as well as for planes and ships. In the VBN area, it is responsible for DB Regio and NordWestBahn.

Schlichtungsstelle für den öffentlichen Personennahverkehr e.V. (söp)
Fasanenstraße 81
10623 Berlin
Telephone: 03 0/64 49 93 30
Fax: 03 0/64 49 93 31 0
Email: kontakt(at)soep-online.de
www.soep-online.de