As a European citizen you have Passenger Rights, which means that you can be compensated if your transportation has been delayed or cancelled. When you are travelling with the FIX travel option (or with a self-purchased train ticket) and you experience a travel disruption, the train company you are travelling with is responsible for making sure your passenger rights are fulfilled.
If you are currently travelling and are experiencing an issue, then please check this article for the steps you can take. If you've already finished your trip, you can submit a claim directly with the railway company mentioned on your ticket.
When can I submit my claim?
You can submit your claim within 60 days from your travel date.
For which reasons can I submit a claim?
Railway companies can refund unavoidable expenses due to a delayed or
cancelled train, such as overnight accommodation, or transport between the station and your
accommodation. The compensation amount depends on the circumstances of your trip, which the railway company should justify to you when providing their compensation offering. Note that strike- and weather-related disruptions are generally exempted from compensation.
Additionally, depending on the railway company, you might also be compensated for reasons such as illness, hospitalization, surgeries, bereavement of an immediate family member, international delays, and discomfort during travel (e.g., broken air conditioning, bedbugs in a night train, etc.).
How long will it take to be compensated?
With some railway companies, you can be refunded immediately (particularly if your train was cancelled). More often though, it can take a few weeks or a couple of months to be refunded. The wait can be particularly lengthy in case of a national strike, as there is a high volume of claims.
How will I receive my compensation?
If you purchased the train ticket yourself, you can receive your reimbursement via your PayPal account, bank account, or in the form of vouchers. Keep in mind that it can take up to a month for your claim to be processed.
If the train ticket was provided by DiscoverEU for the fixed travel option, the reimbursement might
be sent to us first, and we will then send it to your PayPal or bank account.
How I can submit my claim?
Each railway company has its own procedure in terms of compensation. You can find below a list of railway companies from which you can ask for a refund. On each page, the procedure to submit your claim will be explained:
- ÖBB: on this page of their website.
- SNCB: on this page of their website.
- SNCF: on this page of their website.
- Trenitalia: on this page of their website.
- Renfe: on this page of their website.
- Thalys: on this page of their website.
- Eurostar: on this page of their website.
- Deutsche Bahn: on this page of their website.
- SBB: on this page of their website
For any other railway companies, please check the website of the relevant company.