We are very sorry if you experienced any inconvenience during your journey with the ALPEN-SYLT Nachtexpress. Were there any disruptions and could we unfortunately only get you to your destination with delay?
Your request and your satisfaction are important to us. Your inquiries will be answered by us and our partners competently, customer-oriented and as promptly as possible. Nevertheless, differences of opinion may arise from time to time. Therefore, we are a member of the SÖP (Schlichtungsstelle für den öffentlichen Personennahverkehr).
You can contact them if you do not agree with our response to your complaint. The consumer arbitration board, which is recognized by the German government, will examine your concern and prepare - free of charge for you - an arbitration recommendation for the amicable and out-of-court settlement of disputes.
Contact details:
söp_Schlichtungsstelle für den öffentlichen Personenverkehr
Fasanenstraße 81
10623 Berlin/Germany
https://soep-online.de/en/
In addition, as of 01.09.2019, the Federal Railway Authority may be called upon to enforce passenger rights.
Contact details:
Eisenbahn-Bundesamt Fahrgastrechte
Heinemannstraße 6
53175 Bonn
Telephone: 0049/228/30795-400
fahrgastrechte@eba.bund.de
