Just make a wish.

According to the Regulation (EC) No 1371/2007 of the European Parliament and of the Council of the October 23, 2007 on rail passengers’ rights and obligations, Article 17(2), passengers have the right to get their claim answered within a month or at least be informed when they can expect an answer within a 3 month timeframe starting with the day of the claim submission.

Based on our experience the processing time within the Fahrgastrechte Service center varies, between 8 to 62 days with an average of 24 days. In rare cases, it can take up to 7 months. Anyway, whatever happens, we won’t stop until we get a satisfying answer and will keep you informed along the way.

At the moment, it's only possible to claim in paper form via mail or - only for regular tickets - at the train station directly. Here you can find the claim form z that you can submit yourself. Claims are then processed either directly on-site or by the central passenger rights service center.

When asked directly, Deutsche Bahn responded that a significant need for online submissions has not yet been identified. Robin-Zug intends to prove the contrary.

Robin Zu offers two alternatives:

• Your compensation is transferred by Deutsche Bahn or the responsible railway operator directly to your bank account.
• You get a voucher-code per E-Mail from Robin Zug, which can be used to buy a ticket from Deutsche Bahn or the responsible railway operator. This voucher is valid for a year and cannot be converted in cash once issued.

Our service helps you check first to see if you have a chance to get reimbursed. Therefore, we assume a higher chance of success. Should your claim be rejected, we will inform you and let you know the reason provided by the carrier.
In this case, no service fee applies and the corresponding credit is returned so it can be used for another claim.
Upon request, we can provide you with a copy of the answer from the Fahrgastrechte Service center, so you have the possibility to escalate your case to the Schlichtungsstelle der Öffentlichen Verkehrsmitteln (arbitration office of public transportation).

Your privacy is important to us. Of course, we respect the legal obligations from the EC General Data Protection Regulation. Besides, our servers are based in the European Union (not in the United States!). We don't trade your personal data. We value you as our customer, not our product.

No, your refund will be transferred via SEPA direct debit. That means that your account can be based in the following countries:

Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, United Kingdom, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Austria, Poland, Portugal, Romania, San Marino, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary and Cyprus

In rare cases, you will be contacted by mail directly in regards to a claim. Please take a photo of the letter and send it to us at info@robin-zug.de

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In most cases, this confirmation is not necessary: ​​the Passenger Right Service Center does not need them to assess your case. However, this confirmation is required if you have interrupted your journey.

Usually, you can‘t. Therefore you will not be asked to provide a justification. Your ticket alone is sufficient.

Claims usually have to be submitted within a year starting from the end of the validity period. Learn more about the limitation of liability in time here.

According to Deutsche Bahn, €40 million a year are paid in compensation to passengers. Your contribution will be likely be in the range of 0.0001%. On the other hand, fares regularly increase anyway over the years. Your conscience can remain intact!

Presently, the Robin Zug Service can be used together with a season ticket (job ticket, yearly, monthly, weekly seasonal ticket or student season ticket) sold in Germany or a Bahncard 100. 

It can also be used for claims related to regular tickets or Länderticket (Bayernticket, Quer-durch-das-Land-Ticket, etc ...), as long as they habe been sold in Germany.

With regard to Interrail passes, there are some specificities. Here you can read more about them.

As long as it concerns a Deutsche Bahn train or any German carrier or ticket that has been sold by Deutsche Bahn, we can help you.

Despite the Regulation (EC) No 1371/2007 of the European Parliament and of the Council of the October 23, 2007 clearly mentions the “passengers”, who are personally impacted, there is no final decision from the Bundesarbeitsgericht.
In some companies, there might be an agreement or a clause in the employment contract, stating that any right for compensation shall be transferred from the employee to the employer. Therefore, it is recommended to check in advance with your employer if such agreement exists.
Source: Wirtschaftswoche

No. Robin-Zug provides a free estimation of the chance of success of your claim without guarantee, fills according to the information your provide the claim form and forwards it to the Fahrgastrechte Service center. Once a response is received, it will be evaluated and transferred to you. A legal review of your claim or the enforcement of your rights through a legal procedure is excluded.
Contrary to issues with airlines, cases involving railways ususally do not require legal assistance.

If you have booked your train ticket separately from your flight, Deutsche Bahn is only liable for the train delay, not for its consequences. Therefore, you should take a certain buffer into account: 2 to 3 hours between arrival at the airport and departure time are recommended.

If you travel with a so called “Rain & Fly” oder “Zug zum Flug” ticket, the travel agency is usually liable for the whole trip, implying it should refund any additional cost (Fees for flight change, missed nights at the hotel, hotel at the airport, etc.) resulting from the delay. <br/>However, there is an exception: should you have chosen yourself a train connection arriving at the airport according to schedule less than three hours before departure time, the travel office may not be held for responsible. Here you can find more information about the arbitration of the court of Francfort.

In both cases, you can get compensated for the delay. This claim can be managed by Robin-Zug on your behalf.

Clear statement: NO.

With regard to a season ticket (yearly, monthly or weekly ticket, Jobticket, Bahncard 100, etc.), You have the right to a compensation if you...

• traveled on a delayed train
• intended to travel on a delayed train but had to cancel your trip due to a delay/cancellation
• intended to travel on a delayed train, traveled with another one due to a delay/cancellation and arrived late at your destination.

An implausible serial of claims may lead to fraud suspicion and corresponds to an abusive use of our Service.

• Robin Zug keeps the right to refuse an order in case of strong suspicion of fraud.
• In  the case Robin-Zug is informed about a serious suspicion of fraud, we will block and blacklist the corresponding user account.
• Fraud is according to StGB §263 a crime and is punished with up to 5 years imprisonment or a fine.

Please DON’T do it.

Usually the database gets updated daily: you can submit a claim via Robin Zug starting from the following day.

No, we are an independent company and we work only for you, the railway travelers and commuters.
If you wish to complain directly to deutsche Bahn, please contact Deutsche Bahn customer service:

• Kundendialog Deutsche Bahn Fernverkehr
• Kundendialog Deutsche Bahn Nahverkehr Baden-Württemberg
• Kundendialog Deutsche Bahn Nahverkehr Bayern
• Kundendialog Deutsche Bahn Nahverkehr Berlin Brandenburg
• Kundendialog Deutsche Bahn Nahverkehr Bremen
• Kundendialog Deutsche Bahn Nahverkehr Hamburg
• Kundendialog Deutsche Bahn Nahverkehr Hessen
• Kundendialog Deutsche Bahn Nahverkehr Mecklenburg Vorpommern
• Kundendialog Deutsche Bahn Nahverkehr Niedersachsen
• Kundendialog Deutsche Bahn Nahverkehr Nordrhein Westfalen
• Kundendialog Deutsche Bahn Nahverkehr Rheinland-Pfalz
• Kundendialog Deutsche Bahn Nahverkehr Saarland
• Kundendialog Deutsche Bahn Nahverkehr Sachsen-Anhalt
• Kundendialog Deutsche Bahn Nahverkehr Sachsen
• Kundendialog Deutsche Bahn Nahverkehr Schleswig-Holstein
• Kundendialog Deutsche Bahn Nahverkehr Thüringen