Passenger Rights in Rail Transport

They grant travellers the same rights with all railway companies and apply to all trains from the S-Bahn to the ICE, regardless of which railway company operates them. These passenger rights apply to rail transport on rnv lines 5, 5A and 15 as well as lines 4/4A and 9 between Bad Dürkheim and Mannheim Central Station.

Rights in the Event of Delay, Loss of Connection or Cancellation

Prerequisites for an authorised claim:

• Possession of a valid ticket for the delayed/cancelled journey at the time of the event
• There is a right to compensation for entire travel chains - i.e. also from trains of different railway companies, provided they are used with one ticket
• The compensation amount must be at least 4 euros

From 60 minutes delay at their destination station, travellers receive compensation of 25% of the fare paid for the one-way journey - from 120 minutes delay 50%. In the case of tickets for the outward and return journey shown on one ticket, the compensation is calculated on the basis of half the fare paid.

Claims in accordance with railway regulations (rnv lines 5, 5A and 15 as well as lines 4/4A and 9 between Bad Dürkheim and Mannheim Central Station) should be made directly to the mobility centres and complaints should be made to rnv quality management by telephone on 0621/465-4444 (Mon - Fri 8 a.m. to 4 p.m.) or around the clock using the online form. Further information on passenger rights can also be found on the website of the Verkehrsverbund Rhein-Neckar (VRN). Refund forms are available on the Internet at www.fahrgastrechte.info. It is also possible to contact the Federal Railway Authority (EBA).

Contact Details of the National Enforcement Centre for Passenger Rights in Rail Transport:

Federal Railway Authority 
Fahrgastrechte
Heinemannstraße 6
53175 Bonn
Phone: 0228/30795-499
fahrgastrechte(at)eba.bund.de

Reference to EU Dispute Resolution

The European Commission provides a platform for online dispute resolution (OS):

http://ec.europa.eu/consumers/odr

You can find our e-mail address in the legal notice.

Mandatory Notice According to § 36 VSBG

rnv takes the concerns of its customers very seriously and handles them carefully in-house. Therefore, rnv does not participate in dispute resolution proceedings before a consumer arbitration board within the meaning of the VSBG. Nor is it obliged to do so.