76.3%
on time in 2024
6.1 min
average delay
Most delayed routes
- · RE7 Köln–Krefeld–Rheine
- · RE13 Hamm–Venlo
- · RE42 Essen–Münster
Claiming from National Express Rail NRW: what to know
National Express Rail NRW is an independent operator — claims go to their own portal at https://www.national-express.de/fahrgastrechte, not bahn.de. If your claim is rejected, contact the söp (Schlichtungsstelle für den öffentlichen Personenverkehr) at soep-online.de — Germany's free transport arbitration body covering all operators. The RE7 Köln–Krefeld–Rheine corridor has the highest delay frequency.
What You Are Owed
Under EU 2021/782, if your National Express Rail NRW train arrived at your destination 60 minutes or more late, you are entitled to compensation. You do not need to prove the cause — the delay alone is sufficient.
- 60–119 min delay:: 25% of your ticket price
- 120+ min delay:: 50% of your ticket price
You have 90 days from the date of travel to submit your claim directly to National Express Rail NRW.
What You Need Before You Start
- Your ticket: — e-ticket, PDF, or physical ticket (a photo is fine)
- Booking reference: — on your confirmation email
- Journey details: — route, date, and train number if known
- Bank details: — for the payout
You do not need to prove the delay independently. National Express Rail NRW has the delay records on their systems.
How to Claim Online (Fastest Method)
The quickest way is via National Express Rail NRW's online form at https://www.national-express.de/fahrgastrechte.
- Go to National Express Rail NRW's passenger rights page on their website
- Sign in or continue as a guest
- Enter your journey details: route, date, and delay length
- Enter your ticket price and upload your ticket or booking confirmation
- Choose your payout method — bank transfer
- Submit — you will receive a confirmation email with a reference number
How to Claim by Email
If you prefer not to use the online form, email National Express Rail NRW's customer services with:
- Subject:: Delay Compensation Claim — [your booking reference]
- Your full name and contact details
- Journey details: route, date, and how long you were delayed
- Ticket price paid
- Your preferred payout method and bank details
- Your ticket attached as a PDF or image
Check National Express Rail NRW's website for their current customer service email address.
How to Claim by Post
Post is accepted but slower. Send a letter with all the details above plus a copy of your ticket to National Express Rail NRW's customer services address (listed on their website). Use recorded delivery and keep a copy of everything you send.
What Happens Next
National Express Rail NRW must respond within 30 days under EU Regulation 2021/782. Most decisions arrive within 2–3 weeks. If approved, payment is made by bank transfer. If rejected, they must give a reason in writing.
If Your Claim Is Rejected
A rejection is not final. Common reasons include:
- Extraordinary circumstances: — National Express Rail NRW may claim the delay was outside their control. Under EU Regulation 2021/782, most delays remain compensable even for infrastructure failures or weather.
- Missing evidence: — resubmit with your ticket clearly attached
- Wrong claim route: — ensure you used the correct form or email address
If rejected without good reason, escalate to the Eisenbahn-Bundesamt (EBA) at eba.bund.de — Germany's federal rail regulator — or contact the Schlichtungsstelle Nahverkehr for regional disputes.
**Tip:** If National Express Rail NRW has not responded within 30 days, follow up in writing quoting your claim reference and the 30-day response deadline under EU Regulation 2021/782.
Common questions
How long do I have to claim from National Express Rail NRW?▾
You have 90 days from the date of travel. Claims submitted after this deadline are typically refused, so submit as soon as possible.
Do I need proof that my National Express Rail NRW train was delayed?▾
National Express Rail NRW has the delay records on their systems. You need your ticket as proof of purchase and travel, but you do not need to independently prove the delay occurred.
What if National Express Rail NRW rejects my claim?▾
A rejection is not final. You can resubmit with additional evidence or escalate free of charge to your national rail regulator — escalation is free and no lawyer is required.
Can I claim if I booked my National Express Rail NRW ticket through Trainline or Omio?▾
Yes. Your claim goes directly to National Express Rail NRW (the train operator), not the booking platform. Your booking reference from Trainline or Omio is sufficient.
TrainOwed handles your National Express Rail NRW claim — no paperwork, no chasing. We take 1% only if you win.
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