Background: From 1371/2007 to 2021/782
EU rail passenger rights have been governed since 2009 by Regulation 1371/2007. That regulation established a framework for passenger rights including delay compensation, assistance for persons with reduced mobility (PRM), and complaint handling. However, it permitted member states to grant extensive exemptions, particularly for regional and domestic services, which significantly limited its practical effect.
EU Regulation 2021/782 replaced 1371/2007 and came into force on 7 June 2023. The new regulation narrows the scope of permissible exemptions and extends several rights that were previously optional or poorly enforced. For passengers with disabilities, the most significant changes relate to the right to a free wheelchair space, non-discrimination requirements, and improved enforcement mechanisms.
The full text of Regulation 2021/782 is available in the Official Journal of the European Union.
Rights for Persons with Reduced Mobility (PRM)
Chapter V of Regulation 2021/782 is dedicated to rights for persons with disabilities and reduced mobility. The key provisions include:
Non-Discrimination in Ticket Sales
Train operators and ticket vendors may not charge higher prices for accessible seats or wheelchair spaces, nor may they refuse to sell a ticket to a person with a disability solely on the grounds of disability. Ticket conditions must be available in accessible formats upon request.
Free Wheelchair Space Reservation
Under Article 24 of Regulation 2021/782, passengers with disabilities who hold a valid travel ticket are entitled to reserve a wheelchair space free of additional charge. Previously, some operators charged a reservation fee for wheelchair spaces. The regulation prohibits this practice on services falling within its scope.
Assistance at Stations and On Board
Station managers and train operators are obliged to provide assistance free of charge to PRM passengers. This includes:
- Assistance with boarding and alighting at staffed stations
- Help with luggage at the passenger's request
- Information in accessible formats
- Accompaniment through the station to the train connection point
Assistance must be pre-notified to the train operator or station manager. The regulation sets a maximum advance notice period: operators may require up to 24 hours' notice, but cannot require more. Previously, some operators required 48 hours or more.
Training Requirements for Staff
Article 26 of the regulation requires train operators to provide disability awareness and assistance training to staff who regularly deal with passengers. This includes customer-facing ticketing staff, on-board staff, and station personnel.
On the 24-hour rule: While the regulation caps advance notice requirements at 24 hours, in practice DB and most German regional operators ask for 24 hours for long-distance services. Many regional services can be arranged with less notice, but this depends on operational capacity at specific stations. It is always advisable to give as much notice as possible.
Delay Compensation
Chapter III of Regulation 2021/782 addresses delay compensation for all passengers, including those with disabilities. The key provisions are:
| Delay at Destination | Compensation Entitlement |
|---|---|
| 60 to 119 minutes | 25% of ticket price |
| 120 minutes or more | 50% of ticket price |
Compensation is calculated on the ticket price paid for the delayed journey. Season tickets and flat-rate passes are handled through specific procedures that each operator must publish. In Germany, DB publishes its delay compensation process in the Fahrgastrechte section of bahn.de. Compensation can be claimed online, at service centres, or by postal application.
Passengers may also be entitled to care arrangements during long delays — specifically, food and drink, accommodation if an overnight stay becomes necessary, and transport to an alternative connection — where the delay is within the operator's control.
Exemptions and Application in Germany
Regulation 2021/782 permits member states to maintain temporary exemptions for some domestic services. Germany has applied exemptions to certain regional and suburban services (including some S-Bahn lines operated under public service contracts) until 2024 or 2025, depending on the specific service type.
For long-distance services operated by DB Fernverkehr — the ICE and IC network — the regulation applies fully. Regional services operated under public service contracts by state authorities (Länder) and transport associations may be partially exempt, meaning not all provisions of the regulation apply to every regional train journey.
The Eisenbahn-Bundesamt (EBA), Germany's federal railway authority, is responsible for enforcement of EU rail passenger rights regulations. Passengers who believe their rights have been violated by a train operator can file a complaint with the EBA.
Enforcement and Complaints in Germany
The process for asserting rights under Regulation 2021/782 in Germany involves several steps:
Step 1: Contact the Train Operator
The first step is to submit a formal complaint to the train operator — for DB services, this is done through the DB Servicecenter Fahrgastrechte, either online via bahn.de or by post. The operator is required to respond within 30 days. If the claim concerns a wheelchair space reservation fee that was incorrectly charged, or a failure to provide pre-arranged assistance, the complaint should reference the specific article of the regulation.
Step 2: Escalation to the National Enforcement Body
If the operator's response is unsatisfactory, passengers can escalate to the Eisenbahn-Bundesamt (EBA). The EBA can investigate complaints about breaches of EU passenger rights regulations and has authority to impose penalties on operators found to be in violation.
Contact information for the EBA is available at eba.bund.de. The EBA does not mediate individual compensation claims — for that, the Schlichtungsstelle für den öffentlichen Personenverkehr (söp), Germany's public transport arbitration body, is the appropriate channel.
söp: Public Transport Arbitration
The söp (Schlichtungsstelle für den öffentlichen Personenverkehr) provides free out-of-court dispute resolution for rail passenger complaints in Germany. Before approaching söp, a complaint must first be submitted to the train operator and either rejected or left unanswered for an extended period. The söp website at soep-online.de provides further guidance on the process.
European Disability Card and Cross-Border Travel
The European Disability Card (EDC) is being progressively introduced across EU member states to provide a standardised document for persons with disabilities travelling between countries. As of 2025, Germany participates in the EDC scheme, though the specific concessions and rights triggered by the card vary by country and operator.
For cross-border rail journeys — for example, from Germany to Austria, France, or the Netherlands — the PRM assistance rights under Regulation 2021/782 apply to the portions of the journey operated by operators within scope of the regulation. Passengers should book assistance separately for each country's portion where different operators are involved.
Eurostar, Thalys (now Eurostar), and other international operators publish their own PRM assistance arrangements which may differ from domestic German requirements. DB's international services that cross into neighbouring countries follow the DB Mobilitätsservice process for the German portion of the journey.