Customer guarantees

If something has not worked as planned, the partner transport companies will take responsibility and correct the situation.

More information

Do you have a question, or do you wish to claim under a guarantee? Our staff on the Customer Guarantee Hotline 0800 / 3 111 888 (free of charges) will be happy to help you.

The customer guarantees are part of the SPNV (regional rail travel) contracts and they are being gradually introduced to the various routes in the VVO area.

Piktogramme Kundengarantien

The customer guarantees will initially apply on the following routes:

On the three S-Bahn routes:

  • S 1 Meißen – Dresden – Bad Schandau – Schöna
  • S 2 Pirna – Dresden – Dresden Airport
  • S 3 Dresden – Tharandt – Klingenberg-Colmnitz

and on the routes:

  • RE3/RB 30 Dresden – Tharandt – Klingenberg-Colmnitz
  • RE 15 Dresden – Hoyerswerda
  • RE 18 Dresden – Ruhland
  • RE 19 Dresden – Altenberg
  • RB 31 Dresden – Elsterwerda-Biehla
  • RB 33 Dresden – Königsbrück
  • RB 34 Dresden – Kamenz
  • RB 45 Stauchitz – Elsterwerda
  • RE 50 Dresden – Riesa
  • RB 71 Pirna – Neustadt/Sa. – Sebnitz
  • RB 72 Heidenau – Altenberg
  • U 28 Sebnitz - Bad Schandau - Schöna 

More information

Tariff documents –
Annex 4

The customer guarantees apply to any passenger who is travelling with a valid VVO ticket on the above routes within the VVO area. The guarantee claim must be made within 10 working days (days that do not fall on a Saturday, Sunday or bank holiday) after the incident.

To claim under the guarantees you will need to present a valid VVO ticket for the faulty journey. A copy of the ticket used is sufficient or, in the case of a chip card (FAHRKARTE), a copy of the front and rear side. The stated intention to buy a VVO ticket is insufficient.

To claim under the guarantees you may also present a valid MDV ticket for the faulty journey – limited to the sub-route Oschatz – Leipzig main station on the RE 50. A copy of the ticket used is sufficient or, in the case of a chip card (e.g. UmweltCard), a copy of the front and rear side. The stated intention to buy an MDV ticket is insufficient.

Passengers with other tickets, for example the Saxony Ticket for the railways, or customers whose journey is taking them beyond the VVO boundaries, are covered by the law.

Punctuality guarantee

If your train is over 15 minutes late at the station where you get on, or if it left the station too early so that you missed it, the company involved will organise onward travel to get you to your destination in the VVO area as quickly as possible. If your journey ends contrary to the timetable, before you reach your destination station, the company concerned will organise onward travel to get you to your destination as quickly as possible. If your train arrives over 15 minutes late at your destination station, you will be given a guarantee ticket as compensation. Please note: The punctuality guarantee is train-related.

Late arrivals which occur due to missing a connection are subject to the terms of the connection guarantee. If the lack of punctuality is due to 'force majeure’ the company concerned cannot, unfortunately, give you a guarantee ticket, but it will, nonetheless, attempt to transport you onwards.

 

Connection guarantee

We try to ensure that all the connections that the timetable shows to be guaranteed are, indeed, guaranteed. If a guaranteed connection cannot be made and, as a result, a journey time is predicted to be over 15 minutes longer, the companies involved guarantee alternative onward travel from the connecting station, providing that the missed connection is not due to 'force majeure'.

Cleanliness guarantee

Achtung: Alternativtext oder Bildunterschrift erforderlich.

DB Regio AG, Städtebahn Sachsen and Mitteldeutsche Regiobahn clean their vehicles regularly before and during operations. The association's partners will be grateful for any information you provide about any uncleanliness. Should an item of your clothing be soiled despite our efforts, the company will refund your cleaning bill.

Information guarantee

The information provided by the companies involved about tariffs and services, both in terms of standard operations and when disruptions occur, will be up-to-date and correct. This applies to posters at stops and stations, and also to Information on vehicles. Whenever normal operations suffer some irregularity, DB Regio AG, Städtebahn Sachsen and Mitteldeutsche Regiobahn will provide information in the vehicles affected within 5 minutes. If you do not receive correct information, or receive incorrect information, as a result of which you take the wrong connection or are worried that you will get to your destination late, please speak to the guard on your train or call the free customer telephone number. You will be advised about your travel options. If the DB Regio AG, Städtebahn Sachsen or Mitteldeutsche Regiobahn are at fault, you will be given a guarantee ticket as compensation.

If you pay too high a fare due to incorrect or incomplete information on the part of DB Regio AG, Städtebahn Sachsen or Mitteldeutsche Regiobahn, you will be compensated with a guarantee ticket.

Please note: Unfortunately, no guarantee can be given for any information provided by any medium which is not the responsibility of the company (e. g. train destination indicators and announcements on platforms).

Reply guarantee

Whether you phone up, send a fax or an email or speak to a member of staff, DB Regio AG, Städtebahn Sachsen and Mitteldeutsche Regiobahn will give you polite, professional information. Any suggestions or messages that we receive in writing will be answered within 10 working days.