Ticket prices, terms and conditions and information duties
I want to find out about the most important ticket prices and terms and conditions. Where will I find them?
Railway companies and integrated ticket organisations must publish their timetables and ticket prices and terms and conditions on their websites. They must also provide a summary of the key provisions on their websites. The current ticket prices and terms and conditions are also available free of charge at the counters manned by the railway companies or integrated ticket organisations.
There must always be an opportunity for passengers to view a summary of the ticket prices and terms and conditions at stations and on trains.
The legal basis is Paragraph 12 of the Eisenbahnbeförderungsgesetz (EisbBFG – Railway Transport Act) and Paragraph 22 EisbBFG and Art. 8 in conjunction with Appendix II Regulation (EC) No. 1371/2007.
I feel insufficiently informed about my rights. What information should be provided by the company?
Passengers must as far as possible be adequately informed about interruptions, delays and train cancellations and their probable effects. The information must be provided through the available information channels (e.g. counters, ticket machines, notices, screens, etc.).
However, the companies are not exclusively responsible where information obligations are concerned. Passengers must also procure adequate and timely information about any delays and train cancellations and observe the available notifications. The companies are obliged to provide more detailed information when they are in possession of the travellers' details (e.g. where personal bookings have been made via the Internet), for instance, by email or SMS.
The legal basis is Paragraph 20 of the Eisenbahnbeförderungsgesetz (EisbBFG – Railway Transport Act) and Art. 8 in conjunction with Appendix II to Regulation (EC) No. 1371/2007.