After-Sales Policy Guide: Train Delays, Cancellations & Compensation by Train Operator.

Deutsche Bahn (DB)

When can I claim?

You may be eligible if:

• Your train arrived 60 minutes or more late (compensation may apply)
• Your train arrived 120 minutes or more late (higher compensation may apply)
• Your train was cancelled or you missed a connection
• You incurred reasonable additional expenses related to the disruption

Processing time

• Digital claims: usually within 1 month
• Offline claims: up to 90 days
• Passenger Rights Service Centre: up to 1 month.

How will I be refunded?

• Bank transfer /Refund original payment method - Manual refund processed by RE
• Refund to original payment method (TA/PAX account)

Where do I submit my claim?

• Deutsche Bahn Passenger Rights Claim Form
• Digital Claim
• Offline Claim

Carrier-specific conditions

• Supporting documents are required.
• Compensation depends on Deutsche Bahn's passenger rights policy.
• Receipts are required for additional expense claims.

Customer Support Guidelines

• Obtain delay/cancellation confirmation where possible.
• Submit claim with supporting documents.
• Await review and compensation decision.

OBB (Austria)

When can I claim?

• 60+ minute arrival delay
• 120+ minute arrival delay
• Train cancellation
• Missed connections may qualify for additional passenger rights. 

Processing time

• Passenger rights claims: typically, several weeks.
• Refund requests: subject to fare conditions and review.
• Online claims are generally processed faster.

How will I be refunded?

• Original payment method
• Bank transfer

Where do I submit my claim?

• Submit directly through the ÖBB Passenger Rights Portal.
• OBB Customer Service

Carrier-specific conditions

• Compensation generally applies for delays of 60 minutes or more.
• Supporting documents are required.
• Refundability depends on fare conditions.
• Receipts are required for additional expense claims.

Customer Support Guidelines

• Retain ticket and booking confirmation.
• Gather supporting documentation.
• Submit claim through the appropriate channel.
• Provide reimbursement details if requested.
• Await assessment and decision.

Key Note: To process a claim, a passenger must submit the request directly to ÖBB, as ÖBB requires travelers to contact them for all refund-related matters. Rail Europe may submit a claim on the passenger's behalf only in exceptional circumstances, which are assessed on a case-by-case basis.

    

Regiojet

When can I claim?

• Train cancellation: Refund of the unused ticket or alternative transportation may be provided.
• Significant delay: Compensation may be available under applicable passenger rights regulations
• Journey disruption: Unused portion of your journey 
• Voluntary cancellation: Subject to the fare conditions and cancellation rules of the ticket purchased.

Processing time

• Refund Requests: Usually processed within 45 days from the date of departure.
• Note: Incomplete claims or missing documents may cause delays.

How will I be refunded?

• Original payment method
• Bank transfer (Manual refund processed by Rail Europe) 

Where do I submit my claim?

• Contact Rail Europe Customer Support
• Or email Distribusion Claims Support

Carrier-specific conditions

• Refund eligibility depends on the fare conditions applicable to the purchased ticket.
• Supporting documentation is required for claims.
• Claims relating to delays, cancellations, or additional expenses may require proof of travel and supporting receipts.
• Compensation and refunds are assessed on a case-by-case basis.

Customer Support Guidelines

For Compensation or Refund Requests

• Keep your ticket and proof of travel.
• Collect any supporting documents, including receipts for additional expenses.
• Submit your request to Rail Europe (RE) agents via email.
• Wait for the claim review and response.

Customer Support Guidance

• Contact Rail Europe as soon as possible after travel.
• Claims are reviewed on a case-by-case basis.
• Keep all original documents until the claim is resolved.

Leo Express

When can I claim?

Refund requests can be submitted through one of the following channels:

• Directly to Leo Express
• Through Rail Europe, who may escalate the request

Processing time

• No fixed processing time.

When a request is escalated through the Distribution Customer Support team:

1. Distribution contacts Leo Express.

2. Leo Express reviews whether cancellation/refund is possible.

3. Distribution advises the outcome.

4. If approved, the refund is processed manually.

• Processing times may therefore vary depending on carrier review and response times.

How will I be refunded?

• Refunds are processed manually.
• Approved refunds are returned through the original payment channel.

Where do I submit my claim?

• Directly with Leo Express customer support channels (info@le.cz)
• Contact Rail Europe Customer Support

Carrier-specific conditions

Refund approval depends on Leo Express.

Eurostar

When can I claim?

• Train cancellation by Eurostar
• Significant delays resulting in arrival later than scheduled
• Service disruptions where alternative transportation is not accepted by the passenger, subject to Eurostar's conditions.
• Voluntary cancellation (subject to fare conditions)

Processing time

• Compensation claims are typically processed within several weeks following submission.
• Refund processing times may vary depending on the payment method and booking channel.

How will I be refunded?

• Cash refund to the original payment method.
• Eurostar e-voucher (where offered and accepted by the customer).
• Compensation vouchers or cash compensation depending on the delay duration and applicable regulations.

Where do I submit my claim?

• Delay compensation: Eurostar Customer Service
• Eligible ticket refunds: Rail Europe Customer Support

Carrier-specific conditions

• Compensation eligibility depends on the length and cause of the delay.
• Tickets purchased through Rail Europe remain subject to Eurostar fare conditions.
• Alternative transportation provided by Eurostar may affect compensation eligibility.

Customer Support Guidelines

• Verify whether the request concerns a voluntary refund, train cancellation, or delay compensation.
• Direct customers to Eurostar for compensation claims.
• Retain supporting documents, tickets, and proof of travel.

National Rail (United Kingdom)

When can I claim?

Under the Delay Repay scheme if:

• Your train was delayed
• Your train was cancelled and travel is abandoned 
• The delay meets the minimum threshold specified by the train operating company (typically 15 or 30 minutes).

Processing time

• Usually 10–20 working days.
• Refund timelines may vary depending on retailer and operator.

How will I be refunded?

• Bank transfer
• Card refund
• Electronic payment

Where do I submit my claim?

• Delay Repay claim through the train operator
• Rail Europe for eligible refund requests

 Carrier-Specific Conditions

• Compensation is calculated based on the delay duration and ticket type.
• Delay Repay claims generally require proof of travel.
• Some operators impose claim submission deadlines.

Customer Support Guidelines

• Identify the operating train company.
• Direct passengers to delay compensation claims to the relevant operator.
• Assist customers in locating booking references and ticket documentation when required.

SNCB

When can I claim?

• Delays above SNCB's compensation threshold
• Services are cancelled or significantly disrupted.
• The carrier determines that compensation criteria have been met.

Processing time

Compensation and refund requests are generally processed within 4 to 5 months after submission.

How will I be refunded?

• Refund to the original payment method for eligible refunds.
• Bank transfer 

Where do I submit my claim?

• SNCB Claim Form.
• Rail Europe for eligible refund requests 

Carrier-Specific Conditions

• Alternative transportation provided by SNCB may affect compensation eligibility.
• Compensation thresholds vary depending on delay duration.
• Certain discounted or promotional fares may have additional restrictions.

Customer Support Guidelines

• Verify whether the request relates to a delay, cancellation, or fare refund.
• Request supporting documentation where necessary.
• Escalate carrier-specific disputes through the appropriate SNCB channels.

SBB

When can I claim?

• All refunds are processed strictly in accordance with the fare conditions.
• In the event of train cancellation, passenger must provide:
• Proof of train cancellation
• Details of any alternate travel used (if applicable)

Processing time

Railway response timeline: SBB typically responds to compensation claims within up to 60 days.

How will I be refunded?

• SBB provides compensation in cash.
• Where do I submit my claim?
• Train cancellation claims: SBB claim form
• Delay compensation: SBB delay compensation form

Carrier-Specific Conditions

There are no additional carrier-specific conditions, restrictions, or exceptions.

Customer Support Guidelines

• Ensure all required supporting documents (proof of cancellation, tickets, alternate travel details) are collected before submitting the claim.
• SBB tickets must be submitted within 60 days of the date of the incident. Claims submitted after this period will not be accepted.
• Clearly communicate processing timelines to set expectations (SBB: 60 days, SNCF/TER: 120 days)
• If the required information is incomplete, the claim may be delayed or rejected.

SNCF (France)

When can I claim?

• All refunds are processed strictly in accordance with the fare conditions.

In the event of train cancellation, passengers must provide:

• Proof of train cancellation
• Details of any alternate travel used (if applicable)

Processing time

Railway response timelines:

SNCF: Up to 120 days.

How will I be refunded?

• For delays below 60 minutes: Voucher only
• For delays above 60 minutes: Customers can choose between voucher or cash during claim submission

Where do I submit my claim?

• Train cancellation claims: FERIA form
• Delay compensation: SNCF chatbot

Carrier-Specific Conditions

There are no additional carrier-specific conditions, restrictions, or exceptions.

Customer Support Guidelines

• Ensure all required supporting documents (proof of cancellation, tickets, alternate travel details) are collected before submitting the claim.
• SBB tickets must be submitted within 60 days of the date of the incident. Claims submitted after this period will not be accepted.
• Clearly communicate processing timelines to set expectations (SBB: 60 days, SNCF/TER: 120 days)
• If the required information is incomplete, the claim may be delayed or rejected.

TER (France)

When can I claim?

• All refunds are processed strictly in accordance with the fare conditions.

In the event of train cancellation, passengers must provide:

• Proof of train cancellation
• Details of any alternate travel used (if applicable)

Processing time

Railway response timelines:

• TER: Up to 120 days

How will I be refunded?

• Refunds and compensation can be credited directly to the passenger’s bank account
• Passengers may be required to provide IBAN details, as the railways contact them directly after claim submission

Where do I submit my claim?

• On the Voyager website, select 'Contact us' and select 'train cancellation/delay compensation,' and the page will redirect you to the correct regional claim form.
• The claim form remains the same for both train cancellation and delay compensation

Carrier-Specific Conditions

There are no additional carrier-specific conditions, restrictions, or exceptions.

Customer Support Guidelines

• Ensure all required supporting documents (proof of cancellation, tickets, alternate travel details) are collected before submitting the claim.
• SBB tickets must be submitted within 60 days of the date of the incident. Claims submitted after this period will not be accepted.
• Clearly communicate processing timelines to set expectations (SBB: 60 days, SNCF/TER: 120 days)
• If the required information is incomplete, the claim may be delayed or rejected

Trenitalia

When can I claim?

Depending on the train type and delay:

• Eligible delays
• Train cancellations
• Strike disruptions
• Refunds allowed by fare conditions

Processing time

• Before train departure: Valid for any train

1. Frecce and Intercity/Intercity Notte trains: from the official announcement up to train departure
2. Regional trains: from the official announcement up to midnight on the day prior to the strike

• After train departure: Valid only for cancelled trains (Refund requests can be submitted within 12 months of the departure date)
• Usually within a few weeks, although some claims may take 90–120 days.

How will I be refunded?

• Bonus voucher (Please note that Bonus/Vouchers are non-refundable and cannot be exchanged for cash.)
• Where a full refund is applicable, it will be processed as a monetary reimbursement. The approved refund amount will be credited directly to the bank account provided during the claim submission process.

Where do I submit my claim?

Please note that claims for Italy rail operators must be submitted through the respective carrier websites:

• Trenitalia (Italy sectors) – Submit via the Trenitalia website.
• Trenitalia France sectors – Submit via the Trenitalia France claims portal.
• Trenord – Submit via the Trenord website.
• Trenitalia TPER – Submit via the TPER website.

Carrier-Specific Conditions

• Claims must generally be submitted within 12 months.
• Compensation below €4 is not paid.
• Trenord disruption claims must be submitted directly to Trenord.
• The 25% compensation for delays of 30–59 minutes applies only to Frecce services and is issued as a bonus voucher.

Customer Support Guidelines

• Customers should retain tickets and proof of delay/cancellation.
• Rail Europe can provide guidance, but compensation decisions are made by Trenitalia.
• Trenord service disruptions claims submitted by passengers directly

Italo

When can I claim?

• Your train is delay by 60–119 minute 
• Your train is delay 120+ minute delay
• Train cancellation
• Strike disruption
• Voluntary cancellation (subject to fare conditions)

Processing time

• For train delays eligible passengers receive a voucher via email within 30 days, which can be used on Italo website or can be Monetised on Italo website.
• Requests for refunds or ticket changes must be submitted and cancelled by calling before the scheduled departure of the train

How will I be refunded?

• Delay: Voucher emailed by Italo to the passenger; non-refundable.
• Cancellation: Eligible refunds processed after PNR cancellation through Italo and monetized using the bank details provided in the claim.

Where do I submit my claim?

• Contact Italo at +39 0689371892 (from abroad) or 892020 (from Italy) to arrange exchanges or refunds before departure.
• Credit to be Monetised on Italo website

Carrier-Specific Conditions

• Refund and exchange eligibility depends on the fare conditions of the ticket purchased.
• Requests for refunds or free exchanges due to cancellations or strike disruptions should be made before the train's scheduled departure.
• Customers should contact Italo directly.
• Compensation is calculated based on the delay at the final destination.

Customer Support Guidelines

• Delay compensation claims are handled directly by Italo.
• Verify whether the train was delayed, cancelled, or affected by a strike.
• For cancellations or strike disruptions, advise customers to contact Italo before departure to request a refund or reschedule.