Customer guarantees
If something has not worked as planned, the partner transport companies will take responsibility and correct the situation.
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.
The customer guarantees will initially apply on the following routes:
On the S-Bahn routes:
- S 1 Meißen – Dresden – Bad Schandau – Schöna
- S 2 Pirna – Dresden – Dresden Airport
- S 3 Dresden – Tharandt – Klingenberg-Colmnitz
- S 8 Dresden – Kamenz
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 45 Stauchitz – Elsterwerda
- RE 50 Dresden – Riesa
- RB 71 Pirna – Neustadt/Sa. – Sebnitz
- RB 72 Heidenau – Altenberg
- U 28 Sebnitz - Bad Schandau - Schöna
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.
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'.
DB Regio AG 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.
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 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 or Mitteldeutsche Regiobahn are at fault, you will be given a guarantee ticket as compensation.
Whether you phone up, send a fax or an email or speak to a member of staff, DB Regio AG 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.
