Diese Frage wartet auf Beantwortung

Stuck in Eurobahn for 4 hours - Missed my flight - Refund of new flight ticket?

On the 10th of November, I was travelling with Eurobahn from Eindhoven (NL) to Dusseldorf Hbf (DE). My purpose was to then take the S bahn from Dusseldorf Hbf to go to Dusseldorf Flughafen to take a flight.

While on the Eurobahn, between Venlo and Dusseldorfh Hbf, there was an unknown emergency, I was stuck on the train for 4 hours. We did not even know what is happening.

I ended up missing my flight, I had to buy another flight ticket and book a hotel room to spend the night. It cost me around 550Euros.

The operator on the train and the police gave me a paper proving that I missed the plane because of the train incident/delay.

So far, I have called Eurobahn customer service more than 10 times, none of the operators speak English and no one is helping me.
Today, the phone operator got a translator and informed me that Eurobahn is probably not responsible for the flight costs, but he wasn't sure and told me to come to this forum to get more information.

I would like to know the exact procedure to follow to get a refund? And indications of how much the refund will be? If there is no refund, who can I escalate it to?

Nastassia
Nastassia

Nastassia

Ebene
0
21 / 100
Punkte

Antworten

Hey, you will get a refund for the delay. If you have a delay from 120 minutes you will get a refund of 50%.
The Eurobahn is an own company and not Deutsche Bahn - but you are here in the Deutsche Bahn Community. By the way, the european law says that you won't get a refund for the areound 550 Euros, only fpr the train delay.
Here you can find the information: https://www.bahn.com/en/view/booking-information/passenge...

Nastassia
Nastassia

Nastassia

Ebene
0
21 / 100
Punkte

I visited the link many times, I cannot find information I am looking for.
I get a 50% refund for what? For my train ticket?

So Eurobahn doesn't refund my flight ticket? What about the hotel?

Yes, for your train ticket.
Here: http://www.eurobahn.de/en/service/passenger-rights/ are the information from the Eurobahn.
If you have a hybrid Fahrgastrechteformular (in german and englisch), fill it out and send it to the Servicecenter Fahrgastrechte. http://www.eurobahn.de/uploads/tx_ofdownloads/Umschlag_Vo...
I don't think you will get a refund for the hotel. The Flight and the train ticket are two different contracts.

Nastassia
Nastassia

Nastassia

Ebene
0
21 / 100
Punkte

Thanks for your reply. They are indeed different contracts, but who should then pay for the missed flight ticket? Me? It is definitely not my fault nor, the airline's...