Booking via Trainline or Omio for Germany — Who Do You Claim From?

Many German rail passengers book their Deutsche Bahn tickets through third-party apps like Trainline or Omio. These platforms are convenient — but when your train is delayed, it's important to understand who you actually claim from.

Trainline and Omio Are Ticketing Agents, Not Operators

Trainline and Omio sell you access to DB's inventory. When you buy a DB ticket through them, your contract for the journey is with Deutsche Bahn — not with Trainline or Omio. This matters for compensation:

• Your compensation right:: Under EU Regulation 2021/782, you claim from the railway undertaking (DB) — not the ticketing platform.
• Your ticket is a DB ticket:: Even if Trainline issued it, the booking reference is a DB booking reference. DB's systems recognise it.
• Trainline/Omio cannot file for you:: They may offer to help in some cases, but they have no obligation to file Fahrgastrechte claims on your behalf.

How to Claim After Buying via Trainline or Omio

Step 1: Find your DB booking reference

In your Trainline or Omio booking confirmation, there is a DB booking reference (typically 6 characters, alphanumeric — e.g. ABCDE1). You'll need this for your claim.

Step 2: Submit directly to Deutsche Bahn

• Online:: bahn.de/fahrgastrechte
• By email:: EUAntragFGR@deutschebahn.com (EU standardised form — works regardless of where you bought the ticket)
• In person:: Any DB Reisezentrum

Step 3: Use the EU standard claim form

Since July 2024, EU Regulation 2024/949 requires all operators to accept a standardised claim form electronically. TrainOwed fills this form automatically and submits it to DB on your behalf.

What If Trainline or Omio Refuses to Help?

That's expected — they're not obliged to. Go directly to DB. The EU standard form does not require you to use DB's own portal; you can email it. DB must accept it.

Does It Matter Which Version of the Ticket I Have?

No. DB's delay database is linked to the train number and date, not to the ticketing platform. Whether you show a Trainline PDF or a DB Navigator screenshot, the information DB needs is the same: train number, date, departure and arrival stations, ticket price paid.

Flixtrain Booked via Trainline or Omio

If you booked a Flixtrain service via Trainline or Omio, the same principle applies: claim from Flixtrain directly, not from the booking platform. Flixtrain's claim portal is at flixbus.de/kontakt.