All guarantees at a glance
We give you a mobility, connection and punctuality guarantee. If something goes wrong, we will take responsibility for it.
All guarantees at a glance
We give you a mobility, connection and punctuality guarantee. If something goes wrong, we will take responsibility for it.
Mobility guarantee
Our aim is for all lines to get you to your destination on time. Unfortunately, this is not always possible, for example due to traffic jams, parking offences or malfunctions in vehicles and operating facilities. Under certain conditions, you can then make use of the NRW mobility guarantee.
The NRW mobility guarantee comes into effect if there is a departure delay of 20 minutes or more or if the train is cancelled completely. Delays and cancellations due to strikes, storms, forces of nature and bomb threats are excluded, as are delays that occur during the journey.
You must change to the alternative means of transport within 60 minutes. You then have the option of changing to long-distance transport (IC, EC, ICE) or using a taxi or a sharing service for your journey.
To claim a refund, simply complete the mobility guarantee application form and send it to the relevant transport company or hand it in at the CustomerCentre within 14 days together with the ticket or a copy of a ticket and the taxi receipt or the IC/EC/ICE ticket used. If the claim is accepted, passengers will receive the money back from the transport company by bank transfer.
Amount of the refund
From 5 a.m. to 8 p.m. you will be reimbursed up to €30 per person, in the evening and at night from 8 p.m. to 5 a.m. up to €60. For long-distance tickets, you will receive a full refund of the costs incurred with the NRW mobility guarantee.
Further information on the NRW mobility guarantee can be found at www.mobil.nrw.
Follow-up guarantee
With the connection guarantee, individual, specially named connections are guaranteed, which are marked in the timetable with the connection guarantee symbol. If a connection marked in this way still fails, the driver will order you a taxi to the transfer point. Please contact the driver in good time.
The taxi will take you to the destination stop of your connecting line at the expense of DSW21. You do not have to pay in advance, but simply confirm the journey to the taxi driver. If you order your own taxi despite the booking by DSW21, this is done on your own account, as DSW21 must pay for the taxi ordered, even if the passenger does not use it.
Strikes, long-term construction measures and force majeure
The connection guarantee does not apply if the delay is due to strike action, long-term construction work or force majeure. Current journey times can be found in the timetable information . We ask for your understanding.
Promise of punctuality
In addition to the guaranteed refund regulations, we offer you an additional, voluntary service with our punctuality promise.
If you arrive at your destination by bus or train more than 10 minutes late, you can take advantage of the punctuality promise.
You will be reimbursed the price of a single ticket in price level A. The prerequisite is the use of a VRR ticket for the journey in question, regardless of whether it is a single ticket, 4-seater ticket or season ticket.
Asserting a claim
If the vehicle has reached your destination stop more than 10 minutes later than indicated in the timetable information, please report this delay within three working days via the Internet portal.
Alternatively, you can also report the case via the service number 0800 6 504030 (free of charge from all German networks) or in person at one of our customer centre customer centre.
You have three months from the date of reporting to collect your refund. You will receive it at one of our customer centres. Please present the VRR ticket used for the journey in question and, if necessary, an official photo ID (identity card, passport, driving licence). Tickets from other federations and long-distance tickets from Deutsche Bahn AG are excluded from reimbursement. Refunds without a ticket are not possible.