Who Do I Claim From — DB, Trainline, or Omio?

The Simple Rule: Claim from the Operator, Not the Booking Platform

Under EU Regulation 2021/782, compensation is owed by the railway undertaking — the company that operated the train. For most German journeys, that is Deutsche Bahn. Trainline, Omio, and similar platforms are not railway undertakings; they are distribution channels.

This means:

• Booked via Trainline → claim from DB:
• Booked via Omio → claim from DB:
• Booked via DB app or bahn.de → claim from DB:

The result is the same regardless of where you bought the ticket.

Why Passengers Get Confused

Booking platforms are the first point of contact. When something goes wrong, it's natural to contact Trainline or Omio. But compensation liability sits with the operator.

Trainline and Omio:

• ✅ Can help with refunds for cancelled trains (sometimes)
• ✅ Can provide your booking reference
• ❌ Are not obliged to handle Fahrgastrechte compensation claims
• ❌ Cannot compel DB to pay — only DB (and regulators) can do that

Step-by-Step: Claiming DB Compensation After Booking via Trainline or Omio

1. Get your DB booking reference

Your Trainline or Omio confirmation email contains a DB booking reference (6-character alphanumeric code). Note it down.

2. Submit to Deutsche Bahn

• Online: bahn.de/fahrgastrechte
• Email (fastest): EUAntragFGR@deutschebahn.com
• Post: DB Fahrgastrechte, 60647 Frankfurt am Main
• In person: any DB Reisezentrum

3. Use TrainOwed

TrainOwed auto-fills the EU standard claim form and submits directly to DB. Takes under 2 minutes.

Split Tickets Bought via Different Platforms

If you bought separate tickets for each leg (e.g. one ticket from Berlin to Frankfurt via Trainline, another from Frankfurt to Munich via DB), each ticket is treated independently. You can only claim for the leg where the delay occurred, and you claim from the operator of that leg.

A through ticket (one booking covering the full journey) gives better protection — if a delay on the first leg causes you to miss your connection, you claim the total delay to your final destination from the issuing operator.