If something has not worked as planned, the partner transport companies will take responsibility and correct the situation.
Do you have a question, or do you wish to claim under a guarantee? Our staff on the Customer Guarantee Hotline 0800 / 3 111 888 (free of charges) will be happy to help you.
The customer guarantees are part of the SPNV (regional rail travel) contracts and they are being gradually introduced to the various routes in the VVO area.
The customer guarantees will initially apply on the following routes:
On the three S-Bahn routes:
- S 1 Meißen – Dresden – Bad Schandau – Schöna
- S 2 Pirna – Dresden – Dresden Airport
- S 3 Dresden – Tharandt – Klingenberg-Colmnitz
and on the routes:
- RE3/RB 30 Dresden – Tharandt – Klingenberg-Colmnitz
- RE 15 Dresden – Hoyerswerda
- RE 18 Dresden – Ruhland
- RE 19 Dresden – Altenberg
- RB 31 Dresden – Elsterwerda-Biehla
- RB 33 Dresden – Königsbrück
- RB 34 Dresden – Kamenz
- RB 45 Stauchitz – Elsterwerda
- RE 50 Dresden – Riesa
- RB 71 Pirna – Neustadt/Sa. – Sebnitz
- RB 72 Heidenau – Altenberg
- U 28 Sebnitz - Bad Schandau - Schöna
The customer guarantees apply to any passenger who is travelling with a valid VVO ticket on the above routes within the VVO area. The guarantee claim must be made within 10 working days (days that do not fall on a Saturday, Sunday or bank holiday) after the incident.
To claim under the guarantees you will need to present a valid VVO ticket for the faulty journey. A copy of the ticket used is sufficient or, in the case of a chip card (FAHRKARTE), a copy of the front and rear side. The stated intention to buy a VVO ticket is insufficient.
To claim under the guarantees you may also present a valid MDV ticket for the faulty journey – limited to the sub-route Oschatz – Leipzig main station on the RE 50. A copy of the ticket used is sufficient or, in the case of a chip card (e.g. UmweltCard), a copy of the front and rear side. The stated intention to buy an MDV ticket is insufficient.
Passengers with other tickets, for example the Saxony Ticket for the railways, or customers whose journey is taking them beyond the VVO boundaries, are covered by the law.