Hello! Please help me with my problem!
In December I have buy the online train ticket at dbahn.de site. The ticket is at the City Night Line train from Dresden to Amsterdam. It is the ticket at couchette car and we plan to sleep all night.
But that night was really awful. At 21:00 in Dresden the attendant of our train car said to as that heating system in our car is broken. It was very cold in the car (outside temperature was about -5 C) and we had to sit at the next sitting car with heating. The attendant said that they will find us warm couchette places in other wagon then we will arrive to Berlin (at 1:00 AM, they connect different wagons together in Berlin). But in Berlin they said that there is no any couchette places and we had to sleep (try to sleep) in very non-comfortable seating places.
At 5 o’clock in the morning the temperature in our seating wagon became very cold too. The heating system at our seating car also broken and we can’t find any warm place in the train!!! About 6 o’clock all passengers were asked to get off the train in Hannover because the train is finally broken. DBahn didn’t give us another train and all passengers had to use 2 connected train to Amsterdam (InterCity trains with sitting places only). As a result we arrive to Amsterdam at 14:01 instead of 10:29!
Summary:
1. It was very cold in the train and I get cold next day.
2. We have paid for couchette places but had to travel in non-comfortable seat places. We have not sleep all night and was “jaded” all next day in Amsterdam.
3. We was 3,5 hours late to Amsterdam!
I want to get the compensation from DBahn for all this inconvenience. Please advice me, what I need to do? I have already fill the special complain form at Hannover station, but I think it’s only about train delay.
I plan to send the letter to the Dbahn office and explain there all the problems. What do you think?
That amount of compensation you advice me to demand?
Thank you!
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If a night train is later than 120 minutes you%26#39;re entitled to a refund of 20% of the ticket prices.
Plus the couchette supplement in your case.
Any further amount just by goodwill of DB.
You%26#39;ll receive however no cash, only a coupon valid 1 year. Question is of course if this brings any advantage for you.
Page in German on this.
bahn.de/p/…international.shtml
The first linked 2 documents on the bottom of the page are the
- Charter on rail passenger services
- excerpt of the international passenger train tariff TCV
The 3rd document list the contact addresses depending on the train you%26#39;ve been on. In your case
kundendienst@nachtzugreise.de
Here a document with information/links to many sources on this subject. Many of them however in either French or German.
…asso.fr/centredoc/…passenger-rights.pdf
%26gt; That amount of compensation you advice me to demand?
... is defined by EU law and various charters. See above.
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Thank you very much!
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Thank you for your answers!
I have sent both e-mail and traditional letter and ask for full money refund.
Later have received the answer - paper letter from CityNightLine. They asked me to send them the original ticket.
I have 3 questions:
1. Is it OK that I send them the original of documents? What if the document will be lost? Does somebody have such experience?
2. They also asked me to send the original of %26quot;reservation%26quot;. That is this mean? I
had bought the ticket online and do not have any reservation, only the ticket.
3. I do not need the DB voucher (as a compensation). I will not have the opportunity to use it. I need money back to my bank account. Is it possible?
Thank you!
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1. Is it OK that I send them the original of documents?
Yes. A measure against fraud.
%26gt; What if the document will be lost? Does somebody have such experience?
If you worry about this you could send it as a registered letter (German: Einschreiben French: Recommandé).
2.
I think you%26#39;ll be fine with sending the ticket.
3. I need money back to my bank account. Is it possible?
It%26#39;s possible. I know cases where DB did this for travelers from abroad.
From a legal point of view they are however not forced to do so.
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I see, thank you very much
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