General information

 

Passenger rights are based on

- Regulation (EU) 2021/782 of the European Parliament and of the Council of April 29, 2021 on rail passengers' rights and obligations,

- the Act on the Adaptation of Railway Regulations to Regulation (EU) No. 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations of 26 July 2023 (Federal Law Gazette I  No. 205 of 2 August 2023) and

- the provisions of Sections 2, 10 and 11 of the Railway Traffic Regulations (EVO).

Within this framework, the current fare regulations for this ticket, i.e. for the transport services of Mecklenburgische Bäderbahn Molli GmbH (MBB), also apply:

- Tariff and transportation regulations of Mecklenburgische Bäderbahn Molli GmbH (MBB)

- Tariff and transportation regulations of Verkehrsverbund Warnow GmbH (VVW)

 

Passenger rights essentially include regulations on compensation in the event of delays and the transport company's duty to provide information. The liability derived from passenger rights also applies to travel chains consisting of several trains that are used in the course of the journey according to the ticket. It is irrelevant which company operates the rail transport.

 
A summary of your most important passenger rights

 

1. Compensation for late arrival at the destination with relation-related tickets:

From 60 minutes delay you will receive compensation of 25 percent of the fare paid for the one-way journey, from 120 minutes delay 50 percent.

When using season tickets, a flat-rate compensation of EUR 1.50 per journey will be paid if a delay of at least 60 minutes occurs at least three times during the period of validity of the ticket. A maximum of 25 percent of the time ticket value will be compensated. Please submit cases of delay to Mecklenburgische Bäderbahn Molli GmbH after the expiry of the validity period.

Compensation amounts are only paid out from an amount of EUR 4.00. In order to reach this amount, several applications can be submitted together.

 

2. Continuation of the journey on another train

If you expect a delay of at least 20 minutes at your destination station, you can take another train. Any additional costs incurred (e.g. product or detour surcharges) must initially be paid by yourself and can later be submitted to the railroad company for reimbursement.

 

3. Reimbursement in the event of non-arrival or interruption of the journey due to delay, train cancellation or loss of connection

In the event of a foreseeable delay of more than 60 minutes in the arrival of the selected train at the destination, you can cancel the journey and have the fare refunded. A simultaneous refund and compensation for the same journey is excluded.

 

4. Reasons for exclusion of liability

In accordance with the provisions of the aforementioned laws and regulations, refunds and/or compensation are excluded in the following cases:

- Fault of the passenger

- unavoidable circumstances beyond the control of the railroad company

- unavoidable behavior of third parties

Furthermore, lack of space does not justify any claim for compensation.

 

5. Assertion of your claims

Original receipts must be submitted. Claims based on weekly and monthly tickets must only be submitted after their validity has expired. Any claims for compensation for delays are based on the published timetables (including construction site timetables published at short notice, information on journey time changes, etc.). Therefore, please always pay attention to the relevant information posted at the stations, on the trains or on the websites of the railroad companies (at MBB at www.molli-bahn.de).

Please use the fare refund form for the reimbursement of necessary costs. It helps you to provide all the data required for processing and enables your claims to be processed quickly. You can obtain the form at the ticket counters of Mecklenburgische Bäderbahn Molli GmbH and in the download area of this page.

Please submit the original receipts together with the completed fare refund form to: Mecklenburgische Bäderbahn Molli GmbH, Fritz-Reuter-Str. 1, 18225 Ostseebad Kühlungsborn

 

6. Complaints, arbitration and national enforcement body

If you have a complaint as a rail passenger with our company, please first contact us as your contractual partner.

If you do not agree with our response to a complaint, you can contact the “söp” as a neutral arbitration body. Mecklenburgische Bäderbahn Molli GmbH  is a member of the Arbitration Board for Public Passenger Transport (söp).

Cross-modal arbitration board for public passenger transport:

söp Arbitration Board for Public Passenger Transport e. V.

Fasanenstraße 81

10623 Berlin

Tel. 030 6449933-0

Fax 030 6449933-10

E-mail: kontakt@soep-online.de

Web: www.soep-online.de

 

If you are not satisfied with our response or the response of the conciliation body to your complaint, you can also contact the Passenger Rights Complaints Office in Mecklenburg-Vorpommern:

VMV - Verkehrsgesellschaft Mecklenburg-Vorpommern mbH

Schloßstraße 37

19053 Schwerin

Phone:     03 85 / 5 90 87 - 0

Mail:    fahrgastrechte@vmv-mbh.de

 

7. legal texts

The texts of Regulation (EU) No. 2021/782 of the European Parliament and of the Council of April 29, 2021 on rail passengers' rights and obligations, the Act on the adaptation of railroad law provisions to Regulation (EU) No. 2021/782 of the European Parliament and of the Council of April 29, 2021 on rail passengers' rights and obligations of July 26, 2023 (Federal Law Gazette I  No. 205 of August 02, 2023) are available in the download area below.