What can I do if my train is delayed or cancelled?
As a European citizen you have Passenger Rights, which means that you can be compensated if your transportation has been delayed or cancelled. Whether you are traveling with a FIX or a FLEX pass, you can submit a claim on the website of the railway company and ask for a compensation.
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?
Depending on the railway company, you can be compensated for reasons such as delays (greater than 60 minutes) and cancellations, but also 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.).
Additionally, some railway companies can also refund unavoidable expenses due to a delayed or cancelled train, such as overnight accommodation, or transport between the station and your accommodation.
How long will it take to be compensated?
With some railway companies, you can be refunded immediately (particularly if your train was cancelled), or it can take a few weeks or a couple of months to be refunded 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 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 will be sent to us first, and we will then send it back 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: https://help.raileurope.co.uk/article/41728-submitting-a-claim-to-obb
- SNCB: https://help.raileurope.co.uk/article/41753-submitting-a-claim-to-sncb
- SNCF : https://help.raileurope.co.uk/article/41778-submitting-a-claim-to-sncf
- Thello : https://help.raileurope.co.uk/article/41688-submitting-a-claim-to-thello
- Italo: https://help.raileurope.co.uk/article/41767-submitting-a-claim-to-italo
- Renfe: https://help.raileurope.co.uk/article/41716-submitting-a-claim-to-renfe
- Thalys: https://help.raileurope.co.uk/article/41741-submitting-a-claim-to-thalys
- Eurostar: https://help.raileurope.co.uk/article/40950-submitting-a-claim-to-eurostar
- Other railways companies: https://help.raileurope.co.uk/article/40961-submitting-claim-uk-train-delay
- Deutsche Bahn: https://help.raileurope.co.uk/article/41689-submitting-a-claim-to-deutsche-bahn