Passenger rights
It is important to us to provide you with the best possible service before, during and after your journey.
We have therefore put together all the important information about your passenger rights when traveling with the BTE AutoReiseZug.
We are very sorry that you have been inconvenienced during your journey with the BTE AutoReiseZug due to delays.
Here you have the opportunity to assert your passenger rights. Submit the refund form directly online.
As an alternative, download our PDF Passenger rights claim form..
We are very sorry if you experienced any inconvenience during your journey with the BTE AutoReiseZug.
Your concern and your satisfaction are important to us. Your inquiries will be answered by us and our partners competently, customer-oriented and as promptly as possible. Nevertheless, it can come to different views once. Therefore, we are a member of the SÖP (Schlichtungsstelle für den öffentlichen Personennahverkehr).
You can contact them if you disagree with our response to your complaint. The consumer arbitration board, which is recognized by the German government, will examine your concern and prepare - free of charge for you - an arbitration recommendation for the amicable and out-of-court settlement of disputes.
Contact:
söp_Schlichtungsstelle für den öffentlichen Personenverkehr
Fasanenstraße 81
10623 Berlin
www.soep-online.de/
Since 01.09.2019, the Federal Railway Authority can also be called upon to enforce passenger rights.
Contact:
Eisenbahn-Bundesamt
Fahrgastrechte
Heinemannstraße 6
53175 Bonn
Telefon: 0228/30795-400
fahrgastrechte@eba.bund.de