Metronom Cancellation, Changes and Refunds
Metronom offers a structured ticket cancellation and refund policy based on different circumstances. Below is a complete guide to help you understand your options.
Involuntary Cancellations (Train Disruptions)
If your train is cancelled or significantly delayed, you have the following options:
- Full Refund: You may request a full refund in the original payment method.
- Alternative Travel: Rebooking on the next available Metronom train at no extra cost.
- Compensation for Delays: Depending on the delay length, reimbursement may apply (subject to Metronom’s passenger rights policy).
Voluntary Cancellations (Passenger Requests)
Metronom does not generally offer refundable tickets unless specified under the ticket conditions.
- Lower Saxony Ticket & DB Tariff Tickets: Subject to the refund rules of Deutsche Bahn (DB) and regional transport associations.
- Transport Association Tickets (HVV, GVH, VBN, VSN): Refund rules depend on the specific transport provider.
Steps for Ticket Refund Requests
- Check Ticket Terms: Refund eligibility varies based on the type of ticket purchased.
- Submit a Refund Request: Contact the point of purchase (Metronom ticket machines, DB machines, or transport association platforms).
- Processing Time: Refunds are processed based on the respective transport provider's policy.
Ticket Changes & Corrections
- Misspelled Name or Incorrect Ticket Information: Changes may be possible before departure, depending on the provider.
- Upgrades: If you wish to upgrade your ticket, you may need to pay the fare difference.
- Lost Tickets: If you misplace a ticket, a new one must be purchased. Refunds for lost tickets are generally not offered.
Fare Surcharges & Penalties
What If You Forgot Your Season Ticket?
You can present your season ticket within 7 days to reduce the fine to a small administrative fee.
Fare Surcharge Disputes
If you received a fare surcharge and believe it is incorrect, submit an objection to the address provided on the penalty notice.
How to Request a Refund or Cancellation?
Contact Metronom Customer Service:
📞 Call Centre: (0581) 97-164-164
📧 Email: info@der-metronom.de
💬 WhatsApp: Metronom WhatsApp Channel
📍 Customer Service Address:
Metronom Kundenservice
St.-Viti-Str. 15
29525 Uelzen
For tickets purchased via Deutsche Bahn (DB) or transport associations, refunds must be processed through their respective customer service centers.