Your claim was rejected.
It happens a lot. Operators reject valid claims hoping you'll give up. You don't have to — but fighting it yourself is a process.
Why operators reject claims
They dispute the delay
They say the train was less late than you experienced — usually because they measure from a different point on the route.
They claim 'extraordinary circumstances'
EU law only allows this for things truly outside their control. Mechanical failures and staffing issues don't count — but they try it anyway.
Something was missing from your submission
Wrong form, missing ticket, or submitted too late. These can be fixed, but it means starting over.
What appealing yourself looks like
This is the process if you go it alone.
Read the rejection carefully
Find the specific legal reason they used. It's often buried in formal language or sent in German.
Write a formal appeal letter
Cite the exact EU regulation article, counter their argument, and demand a response within 14 days. In German if you're claiming from DB.
Wait up to 14 days
They may ignore you. That's common. Keep all correspondence.
Escalate to söp (Germany's transport ombudsman)
File a complaint at soep-online.de. Takes 6–12 weeks. Requires all your documentation.
Wait again
Months, typically. If söp can't resolve it, escalate to Bundesnetzagentur or EBA.
Total time: typically 3–6 months. Most people drop the case somewhere in the middle.
Or just send it to us.
We handle the appeal, the German letters, the regulator escalation — everything. You wait for the payout. No win, no fee.
Let TrainOwed handle it →Quick answers
Can they legally reject my claim if the train was actually late?
Technically yes — but most rejections are wrong. EU law only allows refusal in very narrow circumstances. If your train was late and you have proof, a rejection can almost always be challenged.
Do I have to write in German to appeal?
For DB and most German operators, yes. Their appeals process is in German, and responses come in German. TrainOwed handles this for you.
How long does an appeal take?
Weeks to months. You write the appeal, wait for a response, escalate to a regulator if ignored, then wait again. Most people give up at this point — which is exactly what operators count on.
Does TrainOwed handle rejected claims?
Yes. Bring us your rejection and we take it from there — appeal, escalation, everything. No win, no fee.
Last updated: March 2026