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: +49 (0)30 586 020 920
Web: fahrgastrechte.info

Cases where NordWestBahn (also on the Regio-S-Bahn lines) is the cause of the delay and the VBN mobility guarantee is not utilised are processed by the following office:

Transdev Service GmbH
Passage 3–5
17034 Neubrandenburg
E-Mail: fahrgastrechte(at)nordwestbahn.de
Web: nordwestbahn.de/en

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

SNUB – Die Nahverkehr-Schlichtungsstelle
Postfach 6025
30060 Hannover
Fax: +49 (0)5 11 16 68 96 20 00
Email: kontakt(at)nahverkehr-snub.de
Web: nahverkehr-snub.de

To settle disputes arising from transport by rail transport companies, railways, buses and trams – as well as aircraft and ships – are obliged to participate in a dispute resolution procedure before a consumer arbitration centre. In the VBN region, it is responsible for DB Regio and NordWestBahn.

Schlichtungsstelle Reise & Verkehr
Fasanenstraße 81
10623 Berlin
Telefon: +49 (0)30 64 49 93 30
Fax: +49 (0)30 64 49 93 31 0
E-Mail: kontakt(at)sruv.de
Web: schlichtung-reise-und-verkehr.de/en/